Refund policy
RETURN AND REFUND POLICY
Doop Fragrance Co. LLC
This Return and Refund Policy forms part of our Terms of Sale and should be read together with them. Capitalized terms have the meanings given in the Terms of Sale. Where this Policy and the Terms of Sale conflict, the Terms of Sale control.
1. ALL SALES FINAL
Except as expressly provided in this Policy or in our Terms of Sale, all sales are final and non-refundable.
We do not accept returns of opened, used, or repackaged Products, and we do not accept returns based on scent preference. Fragrance is subjective and performs differently in every base, so it is your responsibility to confirm that a Product suits your intended use before purchasing quantity. We strongly recommend buying the smallest available size to test compatibility before committing to larger volumes.
Do not ship any Product back to us without written authorization. Unauthorized returns are not accepted, are not refunded, and cannot be returned to you.
2. CANCELLING AN ORDER
You may cancel an Order yourself through your account on our website, provided a shipping label has not yet been created and the Order has not shipped. Once a label has been created, or the Order has shipped, the Order can no longer be cancelled, whether through your account or by contacting us.
Labels may be created at any point after an Order is placed, including the same day. Cancellation is not guaranteed for any fixed period of time after ordering.
Processing fee. Every customer-initiated cancellation is subject to a 5% processing fee calculated on the Order total. This fee covers payment processing and administrative costs that are not recoverable to us, and it applies regardless of the reason for the cancellation. Your refund is issued to the original payment method net of this fee.
When no fee applies. You receive a full refund with no processing fee where we cancel your Order, where an item is unavailable, or where you cancel because we are unable to ship within the time we represented to you.
Pre-orders. Pre-order items cannot be cancelled and are not eligible for self-service cancellation. Most pre-order Products are made to order and are committed to production against your Order. If it becomes apparent that we cannot ship a pre-order by the estimated ship date shown when you ordered, we will contact you at or before that date with the option to accept a definite revised ship date or to cancel that item for a full refund at no cost to you. If we cannot give a revised date, you may cancel at any time before the item ships. If you do not respond to a delay notice, we will cancel and refund the item.
3. OUT-OF-STOCK ITEMS
If an item becomes unavailable after your Order is placed, we will refund that item and ship the remaining items in your Order. No processing fee applies to a refund under this section.
4. MISSING, INCORRECT, OR DAMAGED ITEMS
If your Order arrives with an item missing, an incorrect item, or an item damaged in transit, contact us at contact@doopfragrance.com within 5 days of delivery. Claims submitted after that window cannot be honored.
Your claim must include:
- Your Order number in the subject line;
- Photographs of the exterior of the parcel;
- Photographs of the interior of the parcel;
- Photographs of all contents you received.
Photographs are required only where the parcel was delivered.
We review each claim against our fulfillment records, including carrier-scanned parcel weights compared against our own recorded weights. Where a claim is verified, we will send a replacement or issue a refund for the affected items, at our option. For clearance and discontinued items, see Section 7.
5. SHIPPING PROTECTION
Shipping protection is an optional service we offer at checkout. It is administered by us directly and is not a policy of insurance issued by a third party.
What it covers. Where shipping protection was purchased, we will replace or refund, at our option, Products confirmed lost in transit, damaged in transit, or reported stolen after delivery. Coverage is limited to the purchase price of the affected Products and does not extend to shipping charges, processing fees, consequential losses, or the value of any Finished Goods you produced or intended to produce.
Claim window. Where a parcel was delivered, claims must be submitted to contact@doopfragrance.com within 5 days of the delivery date. Where a parcel has not been delivered, you may file once the parcel is 5 days past the carrier's estimated delivery date, and you must file within 30 days of that estimated delivery date. Claims submitted outside these windows cannot be honored. Photographs are not required for a parcel that was never delivered.
What we may require. For a parcel marked delivered but not received, we may ask you to confirm that you have checked with others at the address and with neighbors, to contact your local carrier facility to request a trace, and to provide any correspondence the carrier gives you. For high-value claims we may ask for a police report. We review delivery scans and GPS data as part of every claim.
If protection was not purchased. Title and risk of loss pass to you when we tender your Order to the carrier. Where shipping protection was not purchased, you must pursue any claim for loss, theft, or transit damage directly with the carrier, and we are unable to replace or refund the Order. We will provide tracking records and shipment documentation to support your carrier claim on request.
Not covered. Shipping protection does not apply to Orders shipped to a freight forwarder or reshipper, Orders you redirect or reroute with the carrier after shipment, Orders released to a third party at your direction, or Orders returned to us as undeliverable, which are handled under Section 8.
6. CLEARANCE AND DISCONTINUED ITEMS
Products sold on clearance or designated as discontinued are final sale. Where such a Product is defective or incorrectly supplied, your remedy is limited to a refund of the purchase price, as replacement stock is not available.
7. UNDELIVERABLE ORDERS AND RESHIPPING
If a package is returned to us by the carrier because the address was incorrect or incomplete, the delivery went unclaimed, or a required signature was not provided, you are responsible for the cost of reshipping.
Returned packages are held for 14 calendar days from the date we receive them back. During that period you may:
- Pay the reshipping cost and have the Order sent again; or
- Decline reshipment and receive a refund for the Products only, excluding the original shipping charge, as carriers do not refund shipping on returned parcels. Returned items must arrive back to us unused and in sellable condition to be eligible.
If we do not hear from you within 14 calendar days, the items will be restocked and the Order will be treated as cancelled. We will issue a refund for the Products only, excluding the original shipping charge and less the 5% processing fee.
You are also responsible for any additional charges assessed by the carrier arising from a failed delivery, including address correction fees, redelivery fees, and return-to-sender fees. The carrier may bill you directly for these.
To avoid this, confirm your shipping details at checkout. You can update your address through your account at any time before your Order ships.
8. HOW REFUNDS ARE ISSUED
Approved refunds are issued to the original payment method. Please allow up to 5 business days for us to process an approved refund, and an additional 5 to 10 business days for your bank or card issuer to post it to your account. Timing beyond our processing is controlled by your financial institution.
Where a refunded Order earned rewards points, those points are reversed. If the points were already redeemed, we may deduct their value from the refund.
We do not issue refunds to a different payment method, to a third party, or as store credit unless we specifically agree to do so in writing.
9. CHARGEBACKS
If there is a problem with your Order, contact us at contact@doopfragrance.com before disputing a charge with your bank. Nearly every issue can be resolved directly and considerably faster than through a bank dispute.
Where a chargeback is filed without prior contact, or on grounds our records do not support, we may close your account and decline further service, reverse or forfeit rewards points and promotional balances, and recover the disputed amount, chargeback fees, and reasonable costs of collection to the extent permitted by law. We retain order records, carrier tracking, delivery scans, and fulfillment weight data and will submit them in response to any dispute.
Nothing in this section limits any right you have under applicable law or your card network's rules. Full terms are set out in Section 12 of our Terms of Sale.
10. PRODUCT SUITABILITY
We supply concentrated raw materials for use as ingredients in your own products. We cannot guarantee the performance, stability, appearance, or scent behavior of any Product in your formulation, and we are not responsible for how your finished products are made, labeled, marketed, or sold.
You are free to rename and rebrand our Products for use in your own finished goods. Ensuring that your naming, labeling, and marketing do not infringe any third party's rights is your responsibility.
Full terms covering intended use, testing obligations, and regulatory compliance are set out in Section 13 of our Terms of Sale.
11. CONTACT
Doop Fragrance Co. LLC Email: contact@doopfragrance.com
Please include your Order number in the subject line of any claim or refund request.
This Policy was last updated on August 18, 2026.