Return and refund policy
Return & Refund Policy
Honest, fair, and transparent — here's how we handle returns.
In short:
For hygiene and safety reasons, we don't accept returns on opened or used decants. If your order arrives damaged, incorrect, or never arrives at all, we'll always make it right.
Why no returns on opened decants?
Fragrance decants are personal hygiene products. Once a bottle has been opened or sprayed, we cannot legally resell it to another customer for safety and sanitary reasons. This is standard practice across the cosmetics and perfume industry.
That's exactly why decants exist in the first place — to let you try a fragrance affordably before committing to a full bottle. We sell from 2ml up to 20ml so you can choose the risk level that suits you.
When we do offer refunds or replacements
We always stand behind what we ship. You're eligible for a full refund or free replacement in the following cases:
- Damaged on arrival — broken atomizer, leaking bottle, or compromised packaging
- Wrong product received — different fragrance, wrong size, or wrong variant
- Lost in transit — package never arrives despite tracked shipping
- Quality issue — if there's a clear problem with the fragrance itself (off scent, contamination)
EU customers — 14-day right of withdrawal
If you're an EU consumer, you have a legal 14-day right of withdrawal from the date you receive your order, in accordance with EU Directive 2011/83/EU.
This right applies only to unopened, unsealed, and unused products in their original packaging. Once a decant atomizer has been activated or its seal has been broken, the right of withdrawal no longer applies (Article 16(e) of the Directive — hygiene exclusion).
How to file a claim
If something went wrong with your order, here's what to do:
1. Contact us within 7 days of receiving your package at contact@decantsample.com
2. Include your order number and a clear description of the issue
3. Attach photos of the damaged or incorrect item (helps us process faster)
4. We'll reply within 24-48 business hours with a solution: refund, replacement, or store credit
Refund processing time
Once your claim is approved, refunds are issued to your original payment method within 5-10 business days. The exact timing depends on your bank or card issuer.
For replacements, we ship the new item via tracked carrier as soon as the claim is validated.
Cancellations
You can cancel your order for a full refund before it has been shipped. Once shipped, the order can no longer be cancelled but the standard return policy applies on arrival.
To request a cancellation, email us as quickly as possible at contact@decantsample.com with your order number.
Our commitment
We're a small team and every customer matters. If something went wrong with your order, we'll work with you to find a fair solution — that's a promise.
Hit reply on any email or write to contact@decantsample.com and we'll handle it personally.
Last updated: May 2026