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Refund policy

Master Terms of Sale, Shipping & Fraud Prevention Policy

1. Authenticity & Quality Guarantee
We guarantee your purchase is 100% genuine, authentic perfume taken directly from the manufacturer’s original bottle and hand-decanted.

  • Every sample is hand-filled to order to ensure freshness.
  • We do not dilute, alter, or "water down" our products in any way.
  • We follow strict packaging standards, including fresh atomizers and individual sealed bags for every order.

2. Final Sale & Non-Refundable Items
All decants and samples are hand-filled to order and categorized as personal care/beauty products.

  • For hygiene, safety, and the consumable nature of the product, all sales are final.
  • Items cannot be returned for a refund once they leave our warehouse.
  • We do not accept returns for hazardous materials (flammable liquids), as these require specific shipping certifications for transit.
  • Refunds are not accepted for sale items or gift cards.

3. Subjective Performance & Scent Perception
We provide the authentic liquid, but we cannot guarantee that you will like the scent or that it will perform a certain way on your skin.

  • Performance Variables: Longevity, projection, and scent evolution are influenced by external factors such as skin chemistry, hydration, and ambient temperature.
  • Alcohol-Forward Notes: A brief "alcohol-forward" scent upon initial spraying is a normal characteristic of the decanting process and oxygen exposure; it is not evidence of dilution.
  • Used Samples: Refunds cannot be issued for items that have been sprayed, used, or partially depleted by the customer.

4. Mandatory Evidence for Damage Claims
We carefully wrap all packages to ensure safe arrival; however, if a package is damaged in transit, we require specific objective evidence to process a replacement.

  • 48-Hour Notification: You must contact support@norcalscentsco.com within 48 hours of the delivery date shown by the carrier.
  • Required Documentation: You must provide clear photos of:
    • All items received in a group photo.
    • Each atomizer inside its sealed, original zip bag (front and back).
    • The inside and outside of the shipping box or mailer.
    • Any visible damage, residue, or leakage.
  • Verification: If the zip bags and shipping box are clean and dry in the photos provided, the order is considered delivered in good condition, as genuine transit leaks show clear physical signs.

5. Fraud Prevention & Chargeback Policy
NorCalScentsCo maintains a zero-tolerance policy for fraudulent behavior to ensure the sustainability of our small business.

  • Claims Without Evidence: We cannot approve claims where evidence is missing, unclear, or contradicts the physical condition of the packaging.
  • Dispute Evidence: In the event of a chargeback or PayPal claim, we will submit all records, including tracking confirmation, packaging records, and all communication related to the order.
  • Abusive Behavior: We reserve the right to cease direct communication and move the conversation to the payment processor’s dispute system if a customer uses threats of negative reviews, lawsuits, or abusive language.