Refund policy

Last updated: 28-JUN-2026

This Returns & Refund Policy applies to all Orders placed through the Website and should be read together with the Terms & Conditions.

1. Return Period

The Customer may return eligible Products within 30 days from the date of delivery, subject to the conditions set out in this Returns & Refund Policy and the Terms & Conditions.

2. Return Conditions

To be eligible for return, Products must be:

  • unopened;
  • unused;
  • in their original condition;
  • in their original packaging.
  • Any complimentary items supplied with the Order must also be returned.

3. Products That Cannot Be Returned

Fragrance Products and Fragrance Samples that have been opened, used or otherwise tampered with cannot be returned for reasons of hygiene and product safety.

Personalized Products, including engraved Fragrance Products, cannot be returned, exchanged or refunded, unless they are defective, incorrectly personalized by Feromone, or otherwise fail to conform to the agreement.

4. How to Start a Return

Before returning any Product, the Customer must contact Feromone by email at info@feromone.nl.

The Customer should include:

  • the Order number;
  • the Product to be returned;
  • the reason for the return.

Feromone will provide the appropriate return instructions and return address.

Returns sent without prior contact with Feromone may be refused or may delay the processing of the return.

5. Return Shipping Costs

The Customer is responsible for all direct costs associated with returning the Product to Feromone, unless mandatory law provides otherwise.

6. Refunds

Once the returned Product has been received and inspected, Feromone will process the refund using the original payment method within 5 to 10 business days.

The Customer’s bank or payment provider may require additional time to make the funds visible in the Customer’s account.

7. Damaged, Incorrect or Incomplete Orders

If an Order arrives damaged, incorrect or incomplete, the Customer should contact Feromone at info@feromone.nl as soon as reasonably possible after delivery.

To facilitate a prompt resolution, the Customer should include:

  • the Order number;
  • a clear description of the issue;
  • photographs of the Product, parcel and packaging, where applicable.

Feromone will assess the issue and provide an appropriate solution in accordance with applicable law.

8. Questions

Questions regarding returns or refunds may be directed to:

Email: info@feromone.nl

WhatsApp Business: +31 6 83486845