Refund policy

RETURN AND REFUND POLICY

Effective date: August 21, 2026

We want every order to arrive correctly and in good condition. This policy explains how GoldenFragance handles cancellations, damaged or incorrect items, delivery issues, returns, and refunds.

1. Cancellations before shipment

Contact us as soon as possible at support@goldenfragance.com. We will try to cancel an order that has not entered fulfillment, but cancellation is not guaranteed. Once an order has been submitted to fulfillment or shipped, it cannot be canceled.

2. Final-sale items

For hygiene and product-integrity reasons, fragrance products are final sale once shipped, except when an item arrives damaged, defective, or different from what was ordered, or when applicable law requires another remedy.

We cannot accept returns for opened or used products, altered or missing packaging, scent preference, or buyer’s remorse.

3. Damaged, defective, or incorrect items

Contact us within 48 hours of confirmed delivery. Include your order number and clear photos of the product, inner packaging, outer shipping box, and shipping label. Keep all packaging until the claim is resolved.

After review, an approved claim may be resolved with a replacement, store credit, partial refund, or full refund, depending on the circumstances and product availability.

4. Address and delivery issues

Customers are responsible for providing a complete and accurate shipping address. If a package is marked delivered but cannot be located, contact the carrier first and then contact us so we can review the shipment. A delivery scan does not prevent us from reviewing a properly documented claim.

5. Lost or stalled shipments

If tracking has not moved for 7 business days or the estimated delivery window has passed, contact us. We will review the shipment with the carrier or fulfillment partner and determine the appropriate resolution.

6. Authorized returns

Do not send a product back without written authorization. If a return is approved, we will provide instructions. The item must be unopened, unused, and in its original condition and packaging unless we confirm otherwise in writing. Unauthorized returns may be refused.

7. Refund processing

Approved refunds are submitted to the original payment method within 5–10 business days. Your bank or card issuer may require additional time to post the credit.

8. Promotions and gift cards

Items purchased with a promotion follow the same eligibility rules. Gift cards are non-refundable except where required by law.

9. Contact us

Email: support@goldenfragance.com

Please include your full name, order number, the email used at checkout, and a short description of the issue.

This policy does not limit any rights available to you under applicable law.