# Northmoor Parfums — Return, Refund, Exchange and Promotion Policy
Last updated: September 20, 2026
This policy sets out clear rules regarding returns, refunds, exchanges and orders placed under "Buy 1, Get More" promotional offers, in order to guarantee transparency and avoid contradictory interpretations.
## 1. Return request window
Customers have up to **60 calendar days** from the date the order is received to request a return or report any issue with a product.
To be eligible, the item must:
- Be unused and free from any signs of wear, damage or depletion;
- Be in perfect condition, with the original seal, cellophane and shrink wrap intact;
- Include original tags, accessories, caps, atomizers and packaging.
For hygiene and safety reasons, fragrances that have been opened, unsealed, sprayed or otherwise used cannot be returned, exchanged or refunded, except where a manufacturing defect is confirmed.
## 2. Promotional orders (Buy 1, Get More)
In promotions such as "Buy 1, Get 1", only one item is actually paid for, while the remaining items are provided free of charge as a promotional benefit.
For this reason:
- The standard warranty applies exclusively to the paid item;
- Free items carry no individual warranty and are not eligible for individual exchanges or refunds;
- Refund or return requests in which the customer keeps the free items are not permitted.
## 3. Defective products
### 3.1 Defect in the paid item
If the paid item is confirmed to be defective:
- The standard resolution will be the replacement of the paid item with the same product, at no additional cost;
- If the customer declines the replacement, the company may, at its sole discretion, offer a partial refund corresponding only to the paid item, or grant store credit equivalent to the value of the paid item.
Under no circumstances will more than one replacement item be shipped per promotional order.
### 3.2 Defect in free items
Where a defect is identified exclusively in items supplied free of charge as part of "Buy 1, Get More" promotions, it is expressly established that:
- The store is under no obligation to provide a replacement, refund, shipment of a new product, store credit, or to cover any return shipping costs;
- Free items carry no individual warranty, as they do not represent an amount paid;
- Any request relating to free items will be reviewed on a case-by-case basis, at the store's sole discretion;
- The approval of any resolution in such cases constitutes a commercial gesture of goodwill only and creates no future obligation or precedent.
### 3.3 Defect in more than one item
If more than one item in the same order is defective:
- The order will be reviewed in its entirety;
- The company may offer a replacement, store credit or partial refund, subject to case assessment.
## 4. Exchanges and returns for personal preference (buyer's remorse)
Exchange or return requests based on personal preference, including but not limited to:
- Not liking the scent or its performance on your skin;
- A change of mind;
- Projection, longevity or presentation not matching your taste;
- Expectations not being met;
are **not** entitled to a full or partial refund.
In such cases:
- Promotional or free items are not eligible for exchange, return, refund or credit, as they hold no individual commercial value;
- Customers may not keep free or promotional items under any circumstances;
- No refunds, discounts or credits, whether full or partial, will be granted without the return of the purchased items;
- The company will not ship additional items beyond the product originally purchased as a form of compensation;
- Any exchange, credit or alternative resolution, if offered, will be provided strictly at the company's sole discretion.
## 5. Refunds
Refunds will be issued only in the cases expressly provided for in this policy, and only after the returned item has been received and approved.
Where applicable:
- Refunds apply exclusively to the value of the paid product;
- Shipping, handling and customs fees are non-refundable;
- Refunds will be processed to the original payment method within 7 to 10 business days after approval;
- Requests relating to dissatisfaction with size, presentation, scent profile or personal preference are not eligible for a refund.
## 6. Return shipping
- Return shipping costs are the customer's responsibility;
- We do not provide prepaid return labels for promotional orders;
- Receipt of returned items is not guaranteed without a valid tracking number.
## 7. Replacement limits
- Only one replacement item will be shipped per promotional order;
- Free items do not entitle the customer to multiple shipments.
## 8. Commercial resolutions
In certain situations, particularly in cases of dissatisfaction or a change of mind, the company may offer, at its sole discretion, an alternative resolution in order to avoid returns and refunds.
These resolutions may include:
- Shipping an alternative product, chosen by the customer, at no additional cost;
- Allowing the customer to keep the product originally received.
This option does not guarantee an automatic right to a refund, does not imply the acknowledgement of a defect, does not apply to repeated or abusive requests, and is limited to one additional item per order.
Acceptance of this resolution will be considered the final resolution.
## 9. Order processing and cancellation
All orders enter processing immediately after payment confirmation, in order to ensure prompt preparation and dispatch.
However, the full processing cycle, including verification, handling and preparation for shipment, may take 24 to 48 hours, depending on operational and logistical factors.
For this reason:
- Cancellation requests will only be accepted within **2 hours** of the order being placed;
- After that period, cancellation cannot be guaranteed, as the order may already be in processing or in the logistics preparation stage;
- Orders placed by mistake or submitted after this deadline will be handled under our buyer's remorse policy;
- Once processing has begun, cancellation is no longer possible;
- Any exception will be reviewed strictly at the company's sole discretion and creates no precedent.
It is the customer's responsibility to review all order details before completing the purchase.
## 10. Delivery-related issues and claims
Customers must report any delivery-related issue, including non-receipt, within **60 calendar days** of the confirmed delivery date.
After that period:
- The company is not liable for lost, misrouted or undelivered orders;
- Claims will not be accepted and no replacements, refunds or compensation will be provided;
- Proof of delivery may no longer be available due to carrier data retention limits.
Customers are responsible for monitoring tracking information and reporting issues within the defined timeframe. Failing that, the case will be considered closed.
## 11. Contact
To start any request, write to **support@northmoor-parfums.com**.
Please include your order number and a clear description of your request.
This policy may be updated at any time without prior notice.
