Refund policy

Last updated: September 15, 2026

Because fragrance oils are consumable products that can't be resold once they leave our hands, all sales are final. We don't accept returns or offer refunds for items you've changed your mind about, didn't end up using, or don't care for. Scent is personal, so if you're unsure about a fragrance, our 2 oz size is a good way to try it before buying more.

If something is wrong with your order, we'll make it right. Here's how.

Damaged, leaking, or incorrect items

If your order arrives damaged, leaking, or with the wrong product, email support@prismafragrances.com within 7 days of delivery. Include:

  • Your order number
  • Photos of the affected bottle and its label
  • A photo of the shipping box and packaging

We'll send a replacement or issue a refund, whichever you prefer. In most cases you won't need to send anything back. Please dispose of damaged product according to your local guidelines.

Lost or delayed packages

If your tracking hasn't updated in 10 business days, or your order hasn't arrived within 30 days of shipping, contact us and we'll look into it with the carrier. Once a package is marked delivered, we aren't responsible for loss or theft, but we're glad to help you file a claim.

Pre-orders

You can cancel a pre-order at any time before it ships for a full refund. If we're unable to fulfill a pre-order, we'll cancel it and refund you in full automatically. Once a pre-order ships, it's final like any other order.

Order changes and cancellations

If you need to change or cancel an in-stock order, email us as soon as possible. We'll do our best, but once an order has been packed or shipped, we can't cancel it.

International orders

International orders are covered for damaged, leaking, incorrect, and lost items as described above. Duties, taxes, and customs fees are the customer's responsibility and are not refundable. If a package is refused or returned to us undelivered, we'll refund the product price minus the original shipping cost and any return shipping charges.

How refunds work

Approved refunds go back to your original payment method within 5 business days of approval. Your bank may take a few additional days to post the credit. Shipping charges are refunded only when the problem was our error.

Contact

Questions about an order or this policy? Email support@prismafragrances.com and include your order number so we can help you faster.