Refund policy

Refund and Return Policy

We want every customer to receive the correct fragrance in the condition advertised. This policy explains how to request a return or refund.

Nothing in this policy excludes, restricts or modifies any rights available under applicable consumer protection laws.

Change-of-Mind Returns

You may request a change-of-mind return within 30 days of delivery.

To qualify, the product must be:

  • Unused and unopened

  • In its original manufacturer’s packaging

  • Complete, undamaged and in fully resaleable condition

  • Returned with any included paperwork, accessories or promotional items

We cannot accept a change-of-mind return after a fragrance or its sealed packaging has been opened, used or damaged.

Contact Customer Care before returning anything. Unauthorised returns may be delayed, refused or sent to an incorrect location.

Returning an Approved Change-of-Mind Purchase

Once approved, you must dispatch the return within 14 days. Please retain proof of postage and tracking until we confirm receipt.

Customers are responsible for the cost of returning a change-of-mind purchase. Just Perfume does not provide prepaid return labels for change-of-mind returns.

We strongly recommend using a tracked delivery service. The customer remains responsible for the parcel until Just Perfume receives it at the return address provided.

For change-of-mind returns, we will withhold an amount from the refund to cover the original shipping and fulfilment costs Just Perfume incurred. This may apply even when delivery was displayed as free or subsidised because the underlying shipping cost remains non-refundable to us.

The amount withheld will not exceed the actual non-refundable shipping and fulfilment cost attributable to the returned product. We will advise you of this amount before you return the product.

Any shipping deduction remains subject to the consumer protection laws applicable to your order.

Faulty, Damaged or Incorrect Products

Contact Customer Care as soon as possible if your order arrives faulty, damaged, incomplete or different from what you ordered.

Please provide:

  • Your order number

  • A description of the problem

  • Clear photographs of the product, packaging and shipping carton

  • Video evidence where reasonably required to demonstrate the issue

Please retain the product, original packaging, shipping carton and paperwork while we assess the matter.

Do not continue using a product that appears faulty, damaged or incorrect. If you discover the problem after opening it, contact us immediately.

Opening an incorrect or faulty product does not automatically remove any rights available under applicable consumer law.

If the product is confirmed to be faulty, damaged or incorrectly supplied, Just Perfume will normally resolve the claim by issuing a refund.

The available remedy will depend on the nature and seriousness of the problem and any rights available under the consumer protection laws applicable to the order.

Return Costs for Faulty or Incorrect Products

Do not return a faulty, damaged or incorrect product until Just Perfume provides return instructions.

If a product is confirmed to be faulty, damaged or incorrectly supplied, Just Perfume will provide an appropriate return method or reimburse reasonable return postage costs where required.

Please retain postage receipts and tracking records. We may be unable to reimburse unapproved premium, express or unusually expensive return services where a reasonable alternative was available.

We will not withhold shipping and fulfilment costs from a refund where the return results from a confirmed fault, damage or an error by Just Perfume or its fulfilment partner.

If an assessment finds that the product is not faulty, damaged or incorrect, the customer may be responsible for reasonable inspection and return costs where permitted by law.

No Exchanges

Just Perfume does not offer exchanges for change-of-mind returns or routinely issue replacement shipments.

We refund approved change-of-mind returns to the original payment method after we receive and inspect the returned product.

Approved claims involving faulty, damaged or incorrectly supplied products are normally resolved through a refund. Where applicable, consumer law requires another remedy; Just Perfume will comply with those requirements.

International Returns

Customers in Canada, New Zealand, the United Kingdom and the United States must contact Customer Care before returning a product.

Do not send a return to the address printed on the original parcel. Depending on where the order was fulfilled, that address may belong to a courier, warehouse or fulfilment provider that cannot receive customer returns.

We will provide the correct return address and any required customs instructions after approving the request.

The sender is responsible for accurately completing any required return customs declaration. Incorrect or incomplete declarations may cause delays, additional charges or rejection by customs authorities.

Undelivered, Unclaimed or Refused Orders

Shipping and fulfilment costs are non-refundable when an order is returned because:

  • The customer refused delivery

  • The parcel was not collected

  • The delivery address was incorrect, incomplete or unsuitable

  • The courier could not obtain access to the delivery location

  • The customer did not respond to a courier or customs request

If the product is returned and remains eligible for a refund, Just Perfume will refund the amount paid for the product less the original shipping, return shipping and any other non-refundable fulfilment costs incurred.

We will advise the customer of the applicable deductions before processing the refund.

This does not apply where the delivery failure resulted from an error by Just Perfume or its fulfilment partner, or where applicable consumer law requires a different outcome.

Refunds

Approved refunds are returned to the original payment method used for the order.

We usually process refunds within 48 hours after we receive, inspect and approve the returned product. Your bank or payment provider may require additional time for the funds to appear in your account.

For change-of-mind returns, the refund will cover the amount paid for the eligible returned product, less the original shipping and fulfilment costs Just Perfum incurred.

This deduction may apply even when delivery was displayed as free or subsidised because the underlying shipping cost remains non-refundable to us.

The amount withheld will not exceed the actual non-refundable shipping and fulfilment cost attributable to the returned product. We will advise you of this amount before you return the product.

Shipping and fulfilment costs will not be withheld where the return results from a confirmed fault, damage or an error by Just Perfume or its fulfilment partner.

We will provide any refund required under the consumer protection laws applicable to the order.

We cannot issue a refund to a different card, bank account or payment method.

Order Cancellations

Contact Customer Care immediately if you need to cancel an order.

We will try to stop the order before fulfilment begins, but we cannot guarantee cancellation after the order has been submitted to a warehouse, supplier or delivery partner.

If we cannot stop the order, you may need to wait for it to arrive and request a return under this policy.

Any shipping or fulfilment costs already incurred and not recoverable by Just Perfume may be withheld from a change-of-mind cancellation refund where permitted by applicable law.

We will advise you of any deduction before processing the cancellation.

How to Request a Return

Contact Customer Care before sending anything back and provide:

  • Your order number

  • The reason for the request

  • Photographs or video evidence where applicable

  • Confirmation that the product remains unopened and unused for a change-of-mind request

We will assess your request and provide return instructions if it is approved.

Please do not return a product without authorisation or send it to the address shown on the original shipping label.

Consumer Rights

Australian purchases are protected by the consumer guarantees contained in the Australian Consumer Law.

Customers in Canada, New Zealand, the United Kingdom and the United States may also have mandatory rights under the consumer protection laws applicable to their order.

These rights may continue beyond the voluntary 30-day change-of-mind period. Nothing in this policy limits any right or remedy that cannot legally be excluded.