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refund policy

Merchandise may only be returned with the prior authorization of the elemensefragrance.com customer service department. The purchaser is responsible for shipping expenses and risk, i.e. proper repackaging of merchandise. Returns must be reported to the customer service department within a week of receipt of merchandise. Furthermore, the purchaser will be subject to a 20% restocking fee if merchandise is not returned in the original condition. All damages, defects, or non-compliance of good must be reported within 3 business day of receipt of merchandise.

To start a return, you can contact us at support@elemensefragrance.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at support@elemensefragrance.com.



Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.



Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.



Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.



Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.



Phone
+1 (310) 320-8881
Monday – Friday: 9am – 5pm (PCT)


Address
elemense (Nippon Kodo, Inc.)
2771 Plaza Del Amo, Ste. 805
Torrance, CA 90503