We want you to be delighted with your fragrance. If something isn't right, here's how returns and refunds work.
Our returns window
You have 14 days from delivery to request a return on eligible items.
What can be returned
To be eligible, an item must be:
- Unopened and still sealed in its original packaging
- Unused and in the same condition you received it
- Accompanied by your order number or proof of purchase
Please note: for health and hygiene reasons, we can't accept returns on fragrances that have been opened, unsealed or used.
How to start a return
Email us at support@quadessentials.com with your order number and the reason for your return. We'll confirm whether your item is eligible and send you the return address and instructions. Please don't send anything back before requesting a return — items returned without prior approval can't be accepted.
Damaged, faulty or incorrect items
Please check your order as soon as it arrives. If anything is damaged, faulty, or not what you ordered, contact us right away — ideally with a photo — and we'll make it right, at no cost to you.
Non-returnable items
- Opened or unsealed fragrances
- Testers, samples and discovery sets (unless faulty)
- Gift cards
- Sale items (unless faulty)
Exchanges
The quickest way to get what you want is to return an eligible item for a refund and place a new order for the item you'd prefer.
Refunds
Once we've received and inspected your return, we'll let you know if it's approved. Approved refunds are issued to your original payment method within 5 to 10 business days. Depending on your bank or card provider, it may take a little longer to appear on your statement.
If more than 5 to 10 business days have passed since your refund was approved and you haven't seen it, contact us at support@quadessentials.com.
Return shipping
Unless your item was faulty, damaged or incorrect, you're responsible for the cost of return shipping. We recommend a tracked service, as we can't be responsible for returns lost in transit.
This page summarises our approach; for the full terms please see our Refund Policy.