Returns and Exchanges
Returns and Exchanges
Please please please order samples if you are not sure you will like an item or if you haven't tried it before. Samples protect us both from unnecessary waste, losses and dissatisfaction!
We don't have hundreds of pre-blended items on the shelf. We hand-produce each item when we receive your order. Thus, every item is custom-made. We have to destroy returned items unless a wholesale client needs a tester. We can't re-sell it. It wastes materials, time, effort and money. So again PLEASE order samples because we likely cannot accept a full size as a return once it exits our building.
Opened/smelled/used, non-defective items may not be returned. So again -please take advantage of our sampling program. Exchanges are welcomed on any item returned in sealed, unopened and re-merchantable condition. (The condition will be determined upon receipt of the returned merchandise.) If - contrary to this policy - you return full-sized liquid goods, please understand that if we are able to accommodate your request, we likely must charge a restocking fee equal to shipping and converting the item to a tester -we can't put it back on the shelf.
In all cases, a return request must be initiated within 1 week of receipt of goods and must have a returned merchandise authorization number prior to return. Authorization may be obtained by completing the Returns form, or by emailing to notify us. We may ask you to take a photo with your mobile phone and email it to us at firstname.lastname@example.org so we can improve our production and shipping procedures.
Regarding damages: It is normal for the shipping carton to show some wear. However, if damage occurred to any item(s) in your shipment, please contact us immediately at Customer Service, call us at 831.624.2100 x 350 or complete the Returns form. If possible, please take a photo of the broken items and damaged box with your mobile phone and email it to us at email@example.com. We apologize for any inconvenience, but please understand that the shipping carrier (i.e. USPS or Fedex) may require that they see photos of the damage prior to allowing a credit to be issued. So, please snap a photo or two and set aside the damaged box and items for their inspection. We'll let you know as soon as you can discard it. We appreciate your efforts and will do everything in our power to make it as easy as possible.