Returns & refunds

You can withdraw from your purchase within 14 days of receiving your order, without giving a reason.

What you can return

• Perfumes – unopened, with the maker's seal or our security sticker intact. Perfumes are cosmetic products: once the packaging has been opened or the perfume sprayed, it can't be returned for hygiene reasons.
• Vetiveria Sample Set – unopened, with our security sticker on the box intact.
• Gift vouchers – within 14 days of receiving them, if they haven't been used.

How to return

1. Let us know: the easiest way is our online form – Withdraw from contract here (no account needed). You can also email info@vetiveria.cz with your order number. We'll confirm by email.
2. Send the goods back within 14 days of withdrawing to: Kristina Shershun, U Pernikářky 111/2a, 150 00 Prague 5, Czech Republic. On request we'll send you a Zásilkovna return code, where available for your parcel.

Return shipping is paid by you. Please don't send parcels cash on delivery, and pack the bottles well.

Refunds

We refund the price of the goods, including the cheapest shipping option we offer, within 14 days of your withdrawal, using the same payment method you paid with. We send the refund once the goods are back with us or you show us that you've sent them. If you paid with a gift voucher, the amount goes back to the voucher.

Sample Set discount code

If you return a Sample Set, its SAMPLE discount code is deactivated. If the code has already been used, we deduct the discount (450 Kč / 18 €) from the Sample Set refund and let you know by email first.

Damaged or faulty goods

We pack every bottle carefully, but accidents in transit can happen. If your parcel arrives damaged or a perfume has leaked, please write to us at info@vetiveria.cz within 3 days of delivery. Include your order number and photos of the parcel, the packaging and the bottle, and keep everything until we get back to you.

We'll arrange a replacement or a refund for the damaged item. If you notice the damage when collecting the parcel, you can also refuse it or report it directly to the carrier.

Other defects can be reported within 2 years of receipt. Email info@vetiveria.cz with your order number, a short description and photos. We'll settle your complaint within 30 days – usually by sending a replacement. A different development of a scent on your skin or simply not liking it is not a defect.

Full details are in our Terms and Conditions.