Refund policy

At The Pretty Smells Lab, we want you to be completely satisfied with your purchase. As we specialise in luxury personal care products, we have established the following guidelines to ensure a fair and transparent return process.

1. Return Window

We offer a 14-day return policy from the delivery date for standard returns.

To be eligible, your return request must be made within 14 days of the delivery date and the item must meet the return conditions below.

2. Condition of Items

To be eligible for a standard return, your item must be:

Unopened and unused
In its original condition
In its original packaging, including all cellophane wrap, seals, packaging, and included components
Accompanied by proof of purchase

For hygiene reasons, we cannot accept standard returns on fragrances that have been opened, sprayed, used, or had their original seals removed.

This does not apply where an item is damaged, defective, or incorrect, as described below.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged in transit, defective, or incorrect, please contact us as soon as possible at support@prettysmellslab.com.

Please include your order number and clear photos or video showing the issue.

All damaged, defective, or incorrect item returns must be approved before being sent back. If approved, we will provide return instructions and any required return authorisation.

If a product is defective, the whole product must be returned. This includes the bottle, cap, box, original packaging, manuals, accessories, included components, and any other items supplied with the product.

Where the issue is confirmed, we will offer an appropriate resolution, such as a replacement, exchange, refund, or store credit.

Damaged, defective, or incorrect items may be opened only where opening is necessary to identify or confirm the issue.

Claims may be declined where the item has been misused, mishandled, improperly used, defaced, altered, tampered with, or where serial tags, receiving numbers, seals, labels, product stickers, manufacturer markings, or identifying marks have been removed, altered, or damaged.

4. How to Initiate a Return

To start a return, please contact support@prettysmellslab.com.

If your return is approved, we will provide return instructions and the correct return address.

Please do not send items to our administrative office.

Returns sent without prior authorization cannot be tracked and may result in severe delays in processing your refund.

5. Return Shipping & Fees

For standard change-of-mind returns, the customer is responsible for the cost of returning the item to us.

If a delivery is refused at destination, unclaimed, or cannot be delivered due to an incorrect address provided by the customer, the package will be returned to our fulfilment partner’s facility. In these instances, a flat $7.95 return-to-sender fee will be deducted from your final refund to cover the return costs charged by the carrier.

All returns must include the full original item, packaging, components, and accessories. Items returned incomplete, opened, used, damaged, altered, or not in the required condition may be refused or may receive a partial refund to reflect their reduced value.