Return & Refund Policy

1. Sample First

Fragrance is personal, and it changes with skin chemistry, climate, and taste. Our perfumes are built around rare naturals, tinctures, resins, and animalics that wear differently from mainstream fragrance.

If you are new to Ashenfume or unsure about a perfume, start with a sample or a discovery set. It is the best way to find the one you will love before choosing a full bottle.

2. Final Sale

Because perfume cannot be restored or resold once it leaves our hands, all sales are final once an order ships. This includes full bottles, samples, discovery sets, and opened, tested, or partially used products. We are unable to offer returns, exchanges, or refunds for a change of mind or a scent that does not suit you.

Your protections for damaged, incorrect, or missing items are set out in the next section.

3. Damaged, Incorrect, or Missing Items

If your order arrives broken, leaking, defective, incorrect, or missing an item, email support@ashenfume.com within 7 days of delivery. Please include:

• Your order number.
• A short description of the issue.
• Clear photos of the bottle, its case, the inner packaging, and the shipping box.

Please keep all packaging until we resolve your claim, since the carrier may need to inspect it. Once we review your photos, we will send a replacement, issue a refund, or agree on another fair resolution with you. You will not need to return a damaged or leaking bottle unless we ask for it.

4. Order Cancellations

You may cancel any order for a full refund before it ships. Email us with your order number as soon as possible. Once an order has shipped, it can no longer be cancelled.

5. Preorders

You may cancel a preorder for a full refund any time before it ships. Each preorder listing shows an estimated ship date. If we expect to miss that date, we will email you before it passes with a new estimate, and you may choose to wait or cancel for a full refund.

6. Lost or Delayed Packages

Every order ships with tracking. If your tracking has not updated in 10 days or more, or your package appears lost, email us and we will open a carrier investigation and work with you toward a resolution.

If tracking shows your package as delivered and you cannot find it, check with neighbors and your local post office first, then contact us within 7 days. We will help you file a claim with the carrier. Packages confirmed delivered to the address entered at checkout are the customer's responsibility.

Once an order is in the carrier's hands, transit delays from weather, customs, or carrier backlogs are handled through the carrier and do not qualify for a refund on their own.

7. International Orders

International customers are responsible for any duties, taxes, VAT, customs fees, brokerage fees, or import charges set by their country. These are usually collected by the carrier or customs at delivery.

If a package is refused, abandoned, or returned because customs charges were unpaid, we will refund the order value minus the original shipping cost and any return charges we are billed. Packages held or destroyed by customs remain the recipient's responsibility.

8. Customers in the EU and UK

If you live in the European Union or the United Kingdom, you may have a legal right to withdraw from a purchase within 14 days of delivery without giving a reason. By law, this right does not extend to sealed goods that are unsealed after delivery and are unsuitable for return for health protection or hygiene reasons. To use this right, email us within the 14-day period and return the item unopened within 14 days of telling us. Return shipping is paid by the customer, and we refund the purchase price and original standard shipping within 14 days of receiving the item.

Nothing in this policy limits any mandatory consumer rights you have under the laws of the country where you live.

9. How Refunds Are Issued

Approved refunds go back to your original payment method within 5 business days. Your bank or card issuer controls how quickly the credit appears, which is usually 5 to 10 business days after that.

10. Skin Reactions and Safe Use

Perfumes contain aromatic materials that can cause irritation or allergic reactions in some people, and some materials can mark delicate fabrics. Please review product details before ordering, patch test before regular use, and stop use if irritation occurs.

If you experience a reaction you believe is linked to an Ashenfume product, email support@ashenfume.com with your order number, the perfume name, and what happened. We review every report and will work with you on next steps. Our full safe use guidance is in our Terms of Service.

11. Limitation of Liability

To the fullest extent permitted by law, Ashenfume is not liable for any indirect, incidental, consequential, special, or punitive damages arising from the purchase or use of any product sold through this website, and our total liability for any claim relating to a purchase will not exceed the amount paid for the product in question. Nothing in this policy limits liability that cannot be limited under applicable law.

12. Contact