Refund policy

At Fragmentum Fragrances, we want every order to feel right. If something isn't, we'll make it right. Please read the guidelines below.

1. Returns — Unopened Decants
We accept returns on unopened, unused decants within 14 days of delivery. The atomizer must be in its original, sealed condition.
To start a return, email us at contact@fragmentumco.com with your order number and reason. We will send return instructions within 48 hours. Return shipping is the customer's responsibility, unless the item arrived damaged or incorrect.

2. Personalized & Engraved Items
Because every engraved decant is made uniquely for you, personalized items are final sale and cannot be returned or exchanged.
Exception: if the engraving contains an error on our part — wrong text, wrong font, or a defect in the engraving — we will remake your order at no cost. Send a photo to contact@fragmentumco.com within 7 days of delivery.

3. Opened or Used Fragrances
For hygiene and authenticity reasons, decants that have been opened or used cannot be returned or refunded. If you are exploring a new scent, we recommend starting with a smaller size.

4. Damaged or Incorrect Orders
If your order arrives damaged, leaking, or you received the wrong item, we will replace it at no charge — no need to return the original.
Email us at contact@fragmentumco.com within 7 days of delivery with your order number and a photo of the item and packaging.

5. Lost or Stolen Packages
If your package is lost in transit, we will reship your order or issue a full refund — your choice.
For packages marked as delivered by the carrier but not received, please allow 24 hours (carriers sometimes scan early), then contact us and we will help investigate with the carrier.

6. Non-Refundable Situations
We do not offer refunds for: opened or used products (except as described in section 4), personalized items without an error on our part, minor packaging variations, or delays caused by shipping carriers.

7. Refund Processing
Approved refunds are issued to the original payment method within 5–7 business days of approval (or of receiving and inspecting a return). You will receive an email confirmation once processed.

8. Contact
Questions? Email contact@fragmentumco.com — we respond within 2 business days.