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Shipping, Damage & Anti-Fraud Policy

Shipping, Damage & Anti-Fraud Policy

This policy explains how NorCalScents handles shipping issues, damage claims, refunds, and fraudulent behavior. Our goal is to protect honest customers while maintaining the safety and sustainability of our small business.

1. Photo Evidence Required Within 48 Hours

If there is any issue with your order, you must contact us within 48 hours of the delivery date shown by the carrier.

Please include all of the following photos:

  • All items received (group photo)
  • Each atomizer and its sealed zip bag (front and back)
  • The outside and inside of the shipping box or mailer
  • Any visible damage, residue, or leakage

These photos allow us to verify the issue and determine the correct resolution.

2. Packaging Condition Determines Eligibility

Every decant is sealed inside its own bag before shipping. Because of this, genuine transit leaks always show clear signs.

If a vial leaked during shipping, the following will normally be visible:

  • Residue or oil inside the zip bag
  • Darkened or softened cardboard inside the box
  • Visible staining or wet areas on packaging

If the bags and box are clean and dry in the photos provided, the order is considered delivered in good condition.

3. Used or Partially Used Samples

Fragrance samples and decants are custom-filled and cannot be returned or resold.

Refunds cannot be issued for:

  • Items that appear used, sprayed, or depleted
  • Label wear caused after delivery
  • Claims inconsistent with the physical condition of the packaging

4. Claims Without Supporting Evidence

We cannot approve claims when:

  • Evidence is not provided within the required timeframe
  • Photos are unclear or incomplete
  • The condition of the packaging contradicts the reported issue

All claims must be verified with the required photos.

5. Threats or Abusive Behavior

We respond to all customers respectfully and professionally. However, we reserve the right to stop direct communication if a customer uses:

  • Threats of negative reviews or social-media attacks
  • Threats of lawsuits or government complaints
  • Harassment, profanity, or abusive language

In these cases, communication may continue only through Shopify or the payment processor’s dispute system.

6. Chargebacks

If a chargeback is filed, the final decision is made by the card issuer. We will submit all evidence we have, including:

  • Tracking and delivery confirmation
  • Our packaging records
  • Photos provided by the customer
  • All communication related to the order

7. Custom Products Are Non-Refundable

All decants and samples are hand-filled to order. For hygiene and safety reasons, these items are non-returnable and non-refundable unless there is a verified packing error or confirmed damage that occurred during shipping.

8. Our Packaging Standards

Every order is packed with care, including:

  • Fresh atomizers
  • Individual sealed bags
  • Protective boxing or cushioning

We follow this process to ensure safe delivery and to maintain fairness to all customers.

By placing an order with NorCalScents, you agree to this Shipping, Damage & Anti-Fraud Policy.