Effective Date: 19 August 2026

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1. Changes of mind and customer ordering errors 

 

Due to the nature of perfumes, cosmetics and personal-care products, Spellbound Fragrances does not accept returns or exchanges due to a change of mind, an ordering error by the customer, dissatisfaction with a fragrance, or individual perceptions of its scent, projection or longevity.

Please check your order carefully before completing your purchase.

Where applicable law grants a customer a mandatory right of withdrawal, that right remains fully applicable. Customers wishing to exercise such a right must contact Spellbound Fragrances before returning any product.

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2. Incorrect, damaged or defective products

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You may submit a claim if:

• The product received does not correspond to the product ordered;

• The product arrived broken or leaking;

• The product is defective or cannot be used as intended;

• A functional component, such as the spray mechanism, does not work correctly;

• The product’s contents or an essential component are missing.

Minor cosmetic damage to the outer packaging that does not affect the product, its contents or its normal use is not normally considered a defect.

Small variations in packaging, colour, labelling or presentation resulting from manufacturer updates are not considered defects, provided that the correct product was supplied.

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3. How to report a problem

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Customers are encouraged to report any incorrect, missing, visibly damaged or evidently defective product through the contact form available on our website within 48 hours of delivery. Prompt notification helps us investigate the issue with the fulfilment provider or courier.

Reports submitted after 48 hours will still be reviewed. This recommended reporting period does not exclude or limit any mandatory statutory rights. A defect that was not immediately visible should be reported promptly after it is discovered.

Your request must include:

• Your full name;

• Your order number;

• The name of the affected product;

• A clear description of the problem;

• Clear photographs of the product and the reported issue;

• Photographs of the product’s original packaging;

• Photographs of the delivery parcel and shipping label if the product was damaged during transportation.

If the defect cannot be clearly shown in photographs, we may request a short video or additional information.

Please retain the product, its original packaging, the delivery parcel and all included components until your claim has been fully reviewed. Do not use the product further, return it or dispose of it before receiving instructions from us.

 

4. Review and resolution

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Every claim is reviewed individually. Submitting a claim does not automatically guarantee a refund or replacement.

If the claim is accepted, Spellbound Fragrances may offer one of the following solutions, depending on the circumstances:

• Replacement of the affected product;

• Refund of the amount paid for the affected product;

• Another appropriate solution agreed with the customer.

A physical return will only be required if specifically requested by Spellbound Fragrances. If a return is required, we will provide the relevant instructions. Products sent back without prior authorisation or a valid reference ticket number may take longer to identify and process.

Any approved refund will be issued using the original payment method and will normally be based on the amount actually paid for the affected product. Any additional return, delivery or related costs will be included where required by applicable law or this policy.

 

5. Return shipping

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Products must not be returned before Spellbound Fragrances has reviewed the request and provided return instructions and a reference ticket number.

Where a return is made under an applicable statutory right of withdrawal, the customer is responsible for arranging and paying the return shipping costs, unless applicable law provides otherwise. The reference ticket number must be included inside the parcel, and the shipment tracking information must be provided to Spellbound Fragrances.

If a product is confirmed to be damaged, defective, incorrect or incomplete, the replacement or refund will be provided at no additional cost to the customer. If a physical return is required, Spellbound Fragrances will provide the applicable instructions and arrange or reimburse the reasonable return cost where required.

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6. Kits and promotional offers

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If the affected product was purchased as part of a kit, set or promotional bundle, the resolution may take into account the conditions and discount applied to the complete offer.

For an individual product purchased through a multi-buy promotion, any approved refund will be based on the amount actually paid for that product after application of the promotional discount.

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7. Statutory rights

 

This policy does not exclude or limit any mandatory right of withdrawal, warranty right or other consumer protection available under applicable Swiss law or any other law that applies to the customer’s purchase.