Refund policy

Change of mind

Decants are opened, decanted personal-care products. Once a vial has left us we cannot resell it, so we do not offer refunds or exchanges for change of mind, including where a fragrance doesn’t suit you or smells different on your skin than you expected.

This is exactly why we sell in 2ml. Buying the smallest size to test something is always cheaper than committing to a size you’re unsure about.

If something is wrong with your order

Email hello@vialperfumery.com within 7 days of delivery with your order number and a photo. We’ll replace the item or refund you in full, including original postage, if your order:

arrived damaged, leaking, or with a faulty atomiser
is the wrong fragrance or the wrong size
is materially not as described on our website
didn’t arrive at all

We’ll cover return postage where a return is needed, though in most cases we won’t ask you to send anything back.

Refunds are issued to your original payment method and usually appear within 5–10 business days, depending on your bank.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure is minor, we may choose to replace the item rather than refund it. Where it is major, the choice is yours.

Allergies and sensitivities

Fragrance can cause skin reactions in some people. Full note listings are published on every product page so you can check for ingredients you react to. We can’t accept returns for a reaction, but if you have a sensitivity you’re unsure about, email us before ordering and we’ll tell you what we know about the composition.