RETURN, EXCHANGE & REFUND POLICY
CLEAR GUIDANCE FOR FRAGRANCE PURCHASES IN TRINIDAD AND TOBAGO
EFFECTIVE DATE: JUNE 22, 2026
APPLIES TO: PURCHASES AND DELIVERIES THROUGHOUT TRINIDAD AND TOBAGO
IMPORTANT: Correctly supplied, non-defective fragrance products are not eligible for return, exchange or refund. This does not affect remedies for genuine defects, damage, misdescription, missing components, or an incorrect item supplied by us.
1. PURPOSE AND SCOPE
This policy explains how House of Herbs Parfums handles return, exchange and refund requests for perfumes, parfum sprays, attars, perfume oils, body oils, gift sets, atomizers and fragrance accessories purchased directly from our website, retail location or an approved House of Herbs Parfums sales channel.
It applies to purchases collected or delivered throughout Trinidad and Tobago. Purchases made from an unauthorised reseller or another retailer must be addressed with the original seller.
2. WHEN A RETURN MAY BE REQUESTED
A return request may be made where an item is damaged, leaking, defective, misdescribed, incomplete or different from what was ordered.
Correctly supplied, non-defective products are not returnable or exchangeable because the customer selected the wrong product, dislikes the fragrance, no longer requires the item, found it elsewhere at a lower price, or did not review the product description before purchasing.
3. ITEMS NOT ELIGIBLE UNLESS THERE IS A QUALIFYING ISSUE
Unless there is genuine damage, defect, misdescription, a missing component or an incorrect item supplied by us, the following are not eligible for return, exchange or refund:
• perfumes, parfum sprays, colognes, attars, perfume oils, body oils and fragrance accessories that were correctly supplied;
• fragrances opened, tested or worn and later found unsuitable for personal preference;
• opened or used atomizers or applicators;
• gift sets where any seal, product or component has been opened, removed or used;
• personalised, engraved, custom-made or specially ordered items; and
• gift cards, vouchers, redeemed store credit or items without valid proof of purchase.
Promotional, discounted and clearance items remain subject to customers’ legal rights and will be assessed where a qualifying issue exists.
4. CONDITIONS FOR AN ELIGIBLE RETURN
To help us verify and assess an eligible request, the customer must, where reasonably possible:
• stop using the product as soon as the issue is discovered;
• retain the product, bottle, cap, box, insert, pouch and all original packaging;
• retain promotional items and accessories supplied with the purchase;
• keep batch codes, labels, barcodes, seals and security markings intact;
• provide a receipt, invoice, order confirmation or other valid proof of purchase; and
• provide clear photographs, video or other reasonable evidence requested during the assessment.
A request may be declined where the product has been refilled, substituted, tampered with, deliberately damaged, altered, or excessively used after the issue was discovered, subject always to any rights that cannot lawfully be excluded.
5. FRAGRANCE PREFERENCE AND PERFORMANCE
Fragrance is personal and may smell or perform differently depending on skin chemistry, climate, application, storage, nose sensitivity and other products worn at the same time. The following are not, by themselves, product defects:
• disliking the scent after opening, testing or wearing it;
• a fragrance smelling different from a tester, memory, online description or another person’s skin;
• differences in perceived projection, intensity or longevity;
• normal colour, sediment or batch variation associated with natural aromatic materials; or
• temporary scent changes caused by heat or movement during delivery.
Customers are encouraged to review the fragrance description and notes carefully before selecting a full-size fragrance.
6. DAMAGED, DEFECTIVE, LEAKING, INCOMPLETE OR INCORRECT ITEMS
Please inspect your order promptly after collection or delivery. Contact us as soon as reasonably possible if an item is damaged, leaking, defective, misdescribed, incomplete or different from what was ordered. Reporting delivery-related damage within forty-eight (48) hours helps us investigate quickly, but this preferred reporting period does not remove any legal right that may apply to a genuine defect discovered later.
Please provide the order number or proof of purchase, a description of the issue, clear photographs or video of the product and packaging, and any additional information reasonably required to verify the claim. Keep the item and all packaging until we confirm the next step.
After assessment, an appropriate remedy may include repair, replacement, exchange, store credit, partial refund or full refund, depending on the circumstances, stock availability and applicable law.
7. DELIVERY DAMAGE, MISSING ITEMS AND LOST ORDERS
Where damage appears to have occurred during delivery in Trinidad or Tobago, retain the outer packaging, delivery label and affected products so that we can investigate with the courier. Do not discard or return an item until instructions are issued.
If an item is missing, an order has not arrived, or tracking shows delivery but the package cannot be located, contact us promptly. We will review the delivery record and raise an investigation where appropriate. If an order is confirmed lost before delivery, an appropriate replacement or refund will be offered.
8. EXCHANGES
Approved exchanges are subject to stock availability. An eligible item may be exchanged for the same product, another fragrance or a different item of equal or greater value.
• If the replacement costs more, the customer must pay the difference before the exchange is completed.
• If the replacement costs less, the balance may be refunded or issued as store credit, depending on the approved remedy and original payment method.
• A replacement product remains subject to this policy from the date it is collected or delivered.
9. REFUNDS AND STORE CREDIT
Once a returned item is received and inspected, we will advise whether the request has been approved and identify the remedy to be provided. Approved refunds are normally processed within five (5) to ten (10) business days after approval. Banks, card issuers and payment providers may require additional time to make the funds available.
• Refunds are generally issued to the original payment method unless another lawful and mutually agreed method is used.
• Store credit is issued in Trinidad and Tobago dollars and is non-transferable unless stated otherwise.
• Original delivery fees will be refunded only where appropriate for a verified wrong, damaged, defective, incomplete or misdescribed item, or where required by law.
• Discounts, gift cards, promotional savings and loyalty credits used on the original order will be reflected in the approved refund or store-credit value.
10. RETURN DELIVERY COSTS
Customers in Trinidad or Tobago must not send an item back until return instructions have been issued. We may arrange collection, approve a courier service, or request delivery to a specified location.
For a verified incorrect, damaged, defective, incomplete or misdescribed item, House of Herbs Parfums will arrange or reimburse reasonable return-delivery costs in accordance with the approved instructions. Unauthorised courier charges, premium services or costs incurred without prior approval may not be reimbursed.
11. GIFTS AND GIFT SETS
A gift recipient may request an eligible exchange by presenting the original receipt, gift receipt or order information. Refunds are normally issued to the original purchaser through the original payment method. Where appropriate, the gift recipient may be offered store credit instead.
12. HOW TO REQUEST A RETURN, EXCHANGE OR REFUND
1. Contact House of Herbs Parfums with your name, order number, purchase date, item name and a clear explanation of the issue.
2. Provide photographs or video where the item is damaged, leaking, defective, incomplete or different from what was ordered, and retain all packaging.
3. Wait for written or verbal return instructions. Do not send or deliver the item back before approval.
4. Return the item securely using the approved method and within the timeframe provided.
5. We will inspect the item and confirm the approved repair, replacement, exchange, store credit or refund.
13. SUSPECTED FRAUD, TAMPERING OR POLICY ABUSE
To protect customers and product integrity, House of Herbs Parfums may verify batch codes, bottle weights, fill levels, seals, packaging, order history and security markings. We may pause or decline a request where there is reasonable evidence of substitution, refill, tampering, deliberate damage, false delivery claims or other abuse, while preserving any rights available under law.
14. LEGAL RIGHTS AND GOVERNING LAW
This policy is intended to operate consistently with the laws of the Republic of Trinidad and Tobago. Nothing in this policy excludes, restricts or replaces a customer’s statutory rights or any remedy that cannot lawfully be excluded.
Where any part of this policy conflicts with a mandatory legal requirement, the legal requirement will apply to the extent of the conflict. Customers should first contact House of Herbs Parfums so that we have a reasonable opportunity to investigate and resolve the matter.