Refund policy
We want you to be happy with your purchase. If something is not right, you can return it.
Return window
You have 14 days from the day your order arrives to ask for a return.
Condition of returned items
Items must come back in the same condition you received them: unused, with any seals and packaging intact. Fragrances that have been used or sprayed, or that have had their seal broken, cannot be returned unless the item arrived faulty or damaged, or is not what you ordered.
How to start a return
Email support@km2fragrances.com with your order number and what you would like to return. We will confirm the return address and the next steps. Please contact us before sending anything back: we do not publish a returns address because parcels sent to the wrong place can go missing, and we want yours to reach us.
Who pays return postage
You pay the cost of return postage. If the item arrived faulty or damaged, or we sent the wrong item, we cover it.
Refunds
Once your return reaches us we will check it within 2 business days, and refund you within 5 business days of that check, to your original payment method. Your bank or card issuer may take a few days longer to show the money in your account.
If a return does not pass our check
If an item comes back used, sprayed, damaged by handling, or with a broken seal, we cannot resell it. In that case we will contact you with photographs and either offer a partial refund reflecting its condition, or return the item to you at your cost. We will not simply keep both the item and your money, and we will always tell you why.
Faulty, damaged or incorrect items
Contact us within 14 days of delivery. Photos help us sort it out faster. We will replace the item or refund you in full, including postage, whichever you prefer.
What we cannot accept
- Fragrances that have been used, sprayed, or had the seal broken, unless the item is faulty.
- Items returned more than 14 days after delivery.
- Items sent to an address we did not confirm. If you return something without emailing first, contact us as soon as you realise: we will still honour a return that was within the 14 days, but it may take longer to trace and refund, and we cannot be responsible for a parcel sent somewhere we do not collect post.
Cancelling an order
We dispatch within 2 business days, so there is only a short window to catch an order. If you need to cancel, email us as soon as you can. If the order has not shipped we will cancel it and refund you in full. If it has already gone out, please treat it as a return.
Your legal rights
Nothing in this policy affects the rights you have under consumer law.
Questions
Email support@km2fragrances.com or call (323) 561-1089 and we will help.