Refund and Returns Policy
We want every GiftExo order to arrive just as you expected. If something isn’t right, this page explains what can be returned, how to start a return, and when you’ll get your money back. Questions? Email contact@giftexo.com or call +1 (847) 313-1370. A real person will reply within [1–2] business days.
At a Glance
| Return window | 30 days from the delivery date |
| Condition | Unopened, unused, and still in factory cellophane or seal |
| Damaged, leaking or wrong item | Tell us within 7 days of delivery. We’ll replace it or refund you in full, and we cover the return shipping. |
| Refund method | Back to your original payment method |
| Refund timing | Issued within [3–5] business days after we receive and inspect your return |
| Return shipping | Paid by you for change-of-mind returns; paid by us when we made a mistake |
1. What You Can Return
You can return most items within 30 days of delivery, for any reason, as long as the item is:
- unopened and unused, with the cellophane wrap or factory seal still intact
- in its original box, with no writing, stickers, or tape on it
- sent back together with any free gift or bonus item that came with the order
- bought directly from giftexo.com
2. What We Can’t Accept
Fragrance is a personal-care product. We can’t resell anything that has been opened, so these items can’t be returned unless they arrived damaged, defective, or wrong:
- Opened, sprayed, or tested fragrances, including ones where only the cellophane was removed
- Samples, vials, decants, and travel minis under [10 ml]
- Testers, unboxed items, and products marked “Final Sale,” “Clearance,” or “Manufacturer Low Filled”
- Gift sets with any piece missing or opened
- Gift cards
Tip: If you think you might return a bottle, keep it sealed until you’re sure. If you’re unsure which scent to choose, email us before you order and we’ll help.
3. Damaged, Leaking, Defective or Wrong Items
Mistakes and shipping accidents happen, and they are our responsibility to fix. If your order arrives broken, leaking, with a faulty sprayer, or with the wrong item or size, email us within 7 days of delivery. Please include:
- your order number
- clear photos of the item, the outer shipping box, and the shipping label
- a short description of the problem
We’ll send a replacement, or a full refund including the original shipping cost, whichever you prefer. If we need the item back, we’ll email you a prepaid return label. Please keep the packaging until your claim is settled, because the carrier may ask to inspect it.
4. How to Return an Item
- Request a return. Email contact@giftexo.com with the subject line “Return Request,” your order number, the items you’re returning, and the reason.
- Get your Return Authorization (RA) number. Within [1–2] business days we’ll reply with your RA number and the return address. We can’t process packages sent without an RA number.
- Pack it securely. Put the item in its original box, then place that inside a sturdy shipping box with padding. Write the RA number on the outside of the shipping box.
- Ship it by ground. Perfume contains alcohol, so carriers class it as a flammable liquid that must travel by ground. Use USPS Ground Advantage, UPS Ground, or FedEx Ground, and tell the carrier the parcel contains perfume. Choose a service with tracking.
- Send us the tracking number. Reply to your RA email with it so we can watch for your package.
Your package must be postmarked within 30 days of delivery. We aren’t responsible for change-of-mind returns that get lost or damaged in transit, so a tracked and insured service is a good idea.
5. Refunds
- We inspect every return within [2] business days of receiving it, then email you the result.
- Approved refunds go back to the card or account you paid with. Your bank may take another 5–10 business days to show the credit.
- If you paid with a GiftExo gift card, the refund goes back onto that gift card.
- For change-of-mind returns, the original shipping charge isn’t refunded. If you received free shipping, we deduct nothing.
- If a return doesn’t meet section 1 (for example, it has been opened), we’ll contact you. You can have it shipped back at your cost, or we will dispose of it after [30] days.
6. Exchanges
We don’t do direct swaps, because stock and prices change quickly. To exchange an item, return it under section 4 and place a new order for the item you want. If we sent the wrong item, we’ll ship the correct one free of charge.
7. Cancelling an Order
- Before it ships: email us as soon as possible. If the order hasn’t left our warehouse, we’ll cancel it and refund you in full.
- After it ships: the order can’t be cancelled, but you can return it under this policy once it arrives.
- If we can’t ship on time: if an item is delayed beyond the shipping time we quoted, or beyond 30 days if we didn’t quote one, we’ll email you. You can then choose to wait or cancel for a full refund to your original payment method. We will never substitute store credit.
8. Lost or Undelivered Packages
If tracking hasn’t changed for [7] business days, or a package shows as delivered but you can’t find it, contact us within [14] days of the expected delivery date. We’ll open a claim with the carrier. Then we’ll send a replacement or a refund once the carrier confirms the package is lost.
9. Orders Shipped Outside the US
[If you ship internationally:] Change-of-mind returns from outside the US are accepted under the same conditions. However, you pay the return shipping, and customs duties or taxes are not refundable. Damaged or wrong items are handled under section 3. [If you don’t ship internationally, delete this section.]
10. Before You File a Chargeback
Please contact us first. We can usually fix a problem the same day, which is much faster than a bank dispute. Your legal rights are not affected, and you can still dispute a charge with your card issuer at any time.
Contact Us
GiftExo Fragrance LLC
1501 E. Woodfield Road, Suite 103E
Schaumburg, IL 60173, USA
Email: contact@giftexo.com
Phone: +1 (847) 313-1370, [Mon–Fri, 9am–5pm CT]
Please don’t send returns to this address unless your RA email tells you to. We’ll give you the correct return address.
