Refund policy

Return address: 5875 N Lincoln Ave #123, Chicago, IL 60659, USA

1) Summary

  • 30-day window: You have 30 days from delivery to request a return.

  • Condition: Items must be unused, unopened, in original packaging, with tags and include a receipt/proof of purchase.

  • Pre-authorization required: Items sent back without first contacting us will be refused.

  • Unopened only: For hygiene and safety, opened fragrances or personal-care items can’t be returned.

  • Damaged/incorrect on arrival: Covered—see “Damages & Issues.”

2) How to start a return

Email info@intenseoud.com with your order number, item(s), reason, and photos (if applicable). If approved, we’ll issue a return shipping label and instructions. Ship items back in original retail packaging + outer protection.

Tip: Until the return is scanned by the carrier, you’re responsible for the package. Keep your drop-off receipt.

3) Eligibility rules

To be eligible, your item must be:

  • In the same condition received: unworn/unused, unopened, with tags and original packaging; and

  • Returned with a receipt or proof of purchase within 30 days of delivery.

Fragrance hygiene: Opened bottles, broken manufacturer seals, or used oils/sprays are not eligible unless the product arrived damaged in transit and our team verifies it.

4) Damages & issues (on delivery)

Please inspect your order on arrival and contact us immediately at info@intenseoud.com if an item is defective, damaged, leaking, or incorrect. Include clear photos of the item, inner/outer packaging, and shipping label so we can investigate with the carrier and make it right (replacement, exchange, or refund as appropriate).

5) Exceptions / non-returnable items

We cannot accept returns for:

  • Opened fragrances or personal-care items (for hygiene/safety)

  • Custom/personalized products

  • Gift cards

  • Sale/clearance items (final sale)

If you’re unsure about your item, email us first.

6) Exchanges

The fastest method: submit a return request, and once approved and scanned by the carrier, place a new order for the desired item. (We don’t guarantee inventory holds.)

7) Refunds

We’ll email you when your return is received and inspected, and confirm approval or denial.

  • If approved, we’ll issue a refund to your original payment method within 10 business days.

  • Your bank/issuer may need additional time to post the refund.

  • If it’s been 15 business days since approval and you don’t see the refund, contact info@intenseoud.com.

Shipping costs are non-refundable unless the return is due to a verified defect, damage in transit, or an error on our part during fulfillment.

8) Shipping & responsibility

  • Use only the label we provide; unauthorized returns may be refused.

  • Until the carrier scans your parcel, you’re responsible for loss/damage in transit.

  • For international returns: duties, taxes, and fees are non-refundable. Your refund will cover merchandise only (unless the issue was our error).

9) European Union — 14-day cooling-off

If your order ships to the EU, you may cancel/return it within 14 days of delivery for any reason, provided the items are unused, unopened, in their original packaging, and accompanied by proof of purchase. Please initiate via info@intenseoud.com. (Opened fragrances remain non-returnable for hygiene/safety.)

10) Wholesale (B2B) returns

Wholesale purchases are not eligible for return except for verified transit damage or fulfillment error, reported immediately upon receipt with photos. Additional terms may apply under your wholesale agreement.