Returns & Exchanges

Returns & Exchanges
You may return or exchange your Frāgra products – as long as they have not been used or removed from the original packaging – within 14 days of receiving your order. All returns and exchanges may be subject to review. Please provide supporting images concerning your claim to Frāgra Customer Support (support@fragra.co). Please read below the scent diffuser (machines) return policy.

Machine Return Policy
A customer may return any diffuser (machines) they purchased online as an e-commerce purchase for any reason whatsoever within 14 days of the date of purchase or the date they receive the diffuser, whichever is later, for a refund. Shipping costs are non-refundable, and the customer is responsible for return shipping. In order for us to accept the return, the diffuser must be unused and in its original packaging with all parts and accessories. There will be a 20% restocking fee for any diffusers (machines) returned. The diffuser (device) must be unused. Shipping costs are non-refundable. There will be no refunds on used diffusers (machines).

Start-Up Fees
Start-up Fees for all financing and Installment Programs are non-refundable.

Subscription Promotions Terms & Conditions
When redeeming the fragrance oil promotion, customers must keep an active subscription for a minimum of 2 billing Cycles. If you are dissatisfied with your purchase for any reason before the order is delivered, Frāgra will offer a full refund. However, should you wish to cancel your membership before the minimum term and after the order is delivered, you will be required to pay the promotional discount back in full according to the net total in the concerning order.

Cancellation Policy
Some items in our store may be offered to you as a subscription, a pre-order, or a try-before-you-buy. This cancellation policy lays out how you can change or cancel these kinds of purchases.

Subscriptions
When you purchase a subscription, you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select. Your payment details will be stored securely and you'll be charged for each of these deliveries unless you choose to pay in advance. Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription, you can cancel it. If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.

Pre-orders
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect no payment or a partial deposit at checkout, store your payment method, then fulfill and charge the full or remaining payment at a future date. You can cancel a partially paid pre-order that has not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund. See our returns policy for more details on returns and refunds.

Try before you buy
When you purchase a try-before-you-buy item, we authorize your payment method before fulfilling the order. You will have a certain amount of time to decide if you want to keep the item. Once the time period has passed, if you have not returned the item, we will charge your payment method for the full amount.

Return Shipping Label
Frāgra will provide a shipping return label upon request. Frāgra will cover the cost of returning your item. Initial shipping costs are non-refundable. Please allow 10–14 business days from the date we receive your return for us to process the refund or exchange in the original form of payment.

Shipping and Handling
Once you successfully submit a return to customer support and the request is approved, please ship your return within five days of approval. Please ensure that the item you’re returning is repackaged with all cords, adaptors, bottles, accessories, and documentation included as when you received it. When returning a diffuser machine, please remove the fragrance oil inside the diffuser before shipping it back to prevent damage to the unit’s internal mechanisms. Using trackable shipping is highly recommended, as Frāgra is not responsible for any lost or damaged packages.

Exchanges
A product can be exchanged for any item available on our website. Once your return is in transit, it will be processed, and your exchange will be sent out within 1–3 business days.

Damaged Items
When your order arrives, please inspect the box for any damage that may have occurred during shipment. It is usual for the shipping carton to show some wear; however, if damage occurs to the item(s) in your shipment, please email support@fragra.co for customer support.

Disclaimers
We reserve the right to reject any returns that do not comply with the conditions stated above. Please contact us if you have any questions or problems. Remember, it's your responsibility to pack the product safely when preparing your return. Frāgra is not responsible for any lost or damaged packages.

Return Address
Frāgra - Returns