Refund and Returns Policy

Our goal is to ensure your full satisfaction with your purchase. Please read our Refund and Return policy for detail:-

Overview

Our refund and returns policy lasts 15 days. If 15 days have passed since your purchase, we can’t offer you a full refund, partial refund or replacement.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Certain categories of products are ineligible for returns or refunds. This includes items with additional packaging intended for specific occasions, such as Birthdays, New Year gifts, Christmas gifts, or Father’s Day gifts etc… Additionally, we cannot accept returns or provide refunds for products that have been partially used or opened for testing purposes.

Additional non-returnable items:

  • Gift cards
  • Downloadable vouchers
  • Some personal care items like cream and body lotions
  • Promotional Coupon
  • Sale Items

To complete your return, we require an order number of your purchase along the buyer’s detail.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • If item is opened
  • If the product’s description is wrong on our website.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 15 days after delivery

Refunds & Cancellations

📦 Returns and Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you whether your refund has been approved or rejected.

  • If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 2–5 business days.
  • Refund amounts are individually assessed. In most cases, a 15% restocking fee (excluding shipping fees) will be deducted from your refund.

🛒 Order Cancellations

Changed your mind? No problem — but please note our cancellation policy:

  • Orders can only be cancelled if they have not yet been shipped.
  • If your order was placed within the last 12 hours, it may be eligible for cancellation.
  • If eligible, cancelled orders will be refunded, however, a 10% payment gateway fee will be deducted.
  • The remaining amount will be refunded to your original payment method.

🚚 Already Shipped?

Unfortunately, once your order has been shipped, it cannot be cancelled. You may still initiate a return according to our standard return policy.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@whiffy.co.nz.

🧴 Authenticity Guarantee

We’re committed to 100% authentic fragrances. We source directly from official manufacturers or authorized distributors only.

If you have any concerns about a product’s authenticity, we’re here to help:

  • 📸 Send us clear photos of the box and barcode of the product.
  • 🔍 We’ll investigate your concern and confirm whether the item was sold by us.
  • 🧾 If needed, we’ll explain why the product is authentic, or work toward a resolution if issues are found.

⏱️ If the matter is not resolved within 15 days, you have the right to escalate the issue to the Consumer Court, and we fully support your rights as a customer.

Exchanges

We offer exchange for item(s) only in cases of defects or damages. If you receive a defective or damaged item, please notify us within one week of receiving it and provide pictures to support@whiffy.co.nz for our review. Once approved, we will process your replacement. In the event that an item is out of stock, a refund will be processed. Refund amounts are assessed on a case-by-case basis. In most cases, a restocking fee of 15% may apply if the fragrance has been opened.

Please note that fragrance preferences are highly individual, and we do not offer exchanges for items if you simply do not like the fragrance. We recommend trying a fragrance sample before purchasing a full bottle to ensure it aligns with your personal taste.

Shipping returns

To return your product, you should email us and we will send you a return label.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Need help?

Contact us at support@whiffy.co.nz for questions related to refunds and returns.