Refund policy

At The Perfume Company, we want you to feel confident when shopping with us. Please read our returns and refund policy carefully before requesting a return, including change of mind returns, faulty items, hygiene restrictions, refund timeframes and your rights under Australian Consumer Law.

Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law.

If a product has a major problem, is unsafe, is significantly different from its description, or otherwise fails to meet a consumer guarantee, you may be entitled to a remedy under Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement, refund or other appropriate solution.

The Perfume Company may need to assess the item, request supporting information, or work with the supplier, courier or manufacturer before confirming the appropriate outcome.

Please note: change of mind returns are separate from your rights under Australian Consumer Law. A change of mind return may be accepted under our store policy only if the item meets our return conditions and the return is approved by our team.

Return eligibility

We accept change of mind return requests within 30 days of delivery, provided the item is eligible under this policy and the return has been approved by our team before it is sent back.

To be eligible for a change of mind return, items must be:

  • Unopened
  • Unused
  • Unaltered
  • Not tampered with
  • In original packaging
  • In a clean, complete and saleable condition
  • Ready to be resold

Refunds are only approved after the returned item has been received and inspected by our team. If the returned item does not meet the above conditions, the return or refund may not be approved.

Change of mind returns

If you wish to return an item due to change of mind, please contact us first by email at hello@theperfumecompany.com.au to request return approval.

Once your request has been reviewed and approved, we will provide the relevant return instructions by email.

Please do not send any item back before your return has been approved. Items returned without approval may not be accepted or processed.

For approved change of mind returns, the return shipping fee and any costs associated with sending the item back are the responsibility of the customer.

Please note:

  • Change of mind return requests must be made within 30 days of delivery.
  • Return postage and return-related costs are the responsibility of the customer.
  • Items must be unopened, unused, unaltered, not tampered with and in original saleable condition.
  • Original shipping charges are non-refundable for change of mind returns.
  • We only refund to the original payment method used at checkout.
  • If your order originally qualified for free shipping, we may deduct the original shipping cost we incurred from your refund for approved change of mind returns.

Items not eligible for return or exchange

For hygiene, safety and product integrity reasons, some items cannot be returned or exchanged unless required under Australian Consumer Law.

Items not eligible for change of mind return or exchange include:

  • Personal care items due to hygiene concerns.
  • Opened items.
  • Used items.
  • Items that have been altered, tampered with or damaged after delivery.
  • Items not in their original packaging.
  • Items that are not in clean, complete and saleable condition.
  • Items that cannot reasonably be resold due to their condition.
  • Gift cards, unless required by law.

Faulty items

If you believe you have received a faulty item, please contact us at hello@theperfumecompany.com.au as soon as possible, preferably within 24 hours of delivery, so we can begin the assessment process quickly.

Please include your order number, a clear description of the issue and any relevant photos and videos. Depending on the issue, we may request additional photos, videos or information so we can assess the item and work with the supplier, courier or manufacturer where required.

Late notification may make it harder for us to verify the issue, particularly where packaging has been discarded, the item has been used, or the condition of the item has changed after delivery. This may affect the assessment outcome where the issue cannot be reasonably confirmed.

We will provide instructions by email and advise on the next steps based on the nature of the issue.

Damaged items on arrival

If your order arrives damaged, please notify us within 24 hours of delivery by emailing hello@theperfumecompany.com.au.

Please include your order number and clear photos and video of:

  • The damaged item.
  • The outer parcel packaging.
  • The inner packaging or protective materials.
  • The shipping label where visible.
  • Any leakage, breakage or visible damage.

This helps us assess the issue and, where relevant, raise the matter with the courier or supplier.

Important: if an item is faulty, damaged or incorrect, please do not discard the item, parcel, box, satchel, wrapping, protective packaging or shipping label until we have provided instructions. Please also do not discard the product itself, as we may need photos, videos or the item returned for assessment.

Assessment and inspection of returned items

All returned items are inspected once received. We will check whether the item is unopened, unused, unaltered, not tampered with and in a condition suitable for resale, where applicable.

If the item is returned for a fault, damage or other issue, we may assess the item ourselves or liaise with the supplier, courier or manufacturer to determine the appropriate outcome.

A refund, replacement or other remedy will only be approved after the return has been assessed and confirmed as eligible under this policy or under Australian Consumer Law.

Refunds

Refunds are only approved after the returned item has been received and inspected, unless otherwise required under Australian Consumer Law.

If your refund is approved, it will be processed back to the original payment method used at checkout. We do not issue refunds to a different card, bank account or payment method.

Once processed by our team, please allow up to 15 business days for the refund to appear. The final timing may depend on your bank, card provider, PayPal, Afterpay or the payment provider used at checkout.

Original shipping charges are non-refundable for change of mind returns unless required by law.

Order cancellations

If you need to cancel an order, please contact us as soon as possible at hello@theperfumecompany.com.au.

We can only cancel orders that have not yet been processed, packed, fulfilled or dispatched. If your order has already been processed or shipped, you will need to request a return in line with this policy once the parcel has been delivered.

How to request a return

To request a return, please email hello@theperfumecompany.com.au and include:

  • Your order number.
  • The item or items you would like to return.
  • The reason for the return.
  • Confirmation that the item is unopened, unused and in original condition, where applicable.
  • Photos or videos if the item is faulty, damaged, incorrect or if we request them for assessment.

Once your request has been reviewed, we will send return instructions if the return is approved.

Need help with a return or refund?

If you have any questions about returns, refunds, faulty items or damaged deliveries, please contact our team at hello@theperfumecompany.com.au.

If your enquiry is about an existing order, please include your order number so we can assist you faster.

Last update 05/05/2026