Refund policy

Our Commitment to Your Satisfaction

At Veil by Arcane, we stand behind the quality of our products. We want you to love your fragrance, and if you don't, we make it easy to return.

30-Day Money-Back Guarantee: Try Veil risk-free for 30 days. If you're not completely satisfied, we'll refund your purchase.

Return Eligibility

What Can Be Returned

You may return products if:

✅ You are unsatisfied with the scent or performance

✅ The product arrived defective or damaged

✅ You received the wrong product

✅ The bottle is at least 80% full

✅ You have proof of purchase (order number or receipt)

✅ It's within 30 days of delivery

What Cannot Be Returned

❌ Products purchased more than 30 days ago

❌ Products that are nearly empty (less than 80% full)

❌ Products without proof of purchase

❌ Products damaged due to misuse or improper storage

❌ Products purchased from unauthorized retailers (only direct purchases from veilbyarcane.com are eligible)

Return Window

You have 30 days from the delivery date to initiate a return.

How to Calculate:

Day 1 = Date of delivery (shown in tracking information)
Day 30 = Last day to contact us about a return

Example: If your order was delivered on January 15th, you have until February 14th to contact us about a return.

How to Initiate a Return

Step 1: Contact Us

Email us at returns@veilbyarcane.com with:

Your order number
Email address used for purchase
Reason for return (helps us improve)
Photo of the product (if defective or damaged)

Response Time: We'll respond within 1-2 business days with return instructions.

Step 2: Receive Return Authorization

We'll send you:

Return authorization number (RMA)
Return shipping address
Packing instructions

Important: Do not ship products back without a return authorization. Unauthorized returns may not be processed.

Step 3: Pack and Ship

Packing Guidelines:

Include your RMA number inside the package
Use adequate padding to prevent damage in transit
Original packaging preferred but not required
Keep your tracking number for your records

Shipping:

You are responsible for return shipping costs (unless the error was ours)
We recommend using a trackable shipping method
We are not responsible for items lost or damaged in return transit
Insurance is recommended for high-value returns

Step 4: Refund Processing

Once we receive your return:

Inspection: We inspect the product (typically 1-2 business days)
Approval: If approved, we process your refund
Refund Issued: Funds are returned to your original payment method

Refund Timeline:

Processing: 5-7 business days after we receive your return
Bank Processing: Additional 3-5 business days for funds to appear in your account
Total Time: Up to 10-12 business days from when we receive your return

Refund Details

What Gets Refunded

✅ Product cost

✅ Original shipping cost (only if we sent the wrong item or product was defective)

What Doesn't Get Refunded

❌ Return shipping costs (you pay to send it back)

❌ Original shipping costs (unless error was ours)

❌ Expedited shipping upgrades

Refund Method

Refunds are issued to the original payment method
Credit card refunds: Appear as a credit on your statement
PayPal refunds: Returned to your PayPal account
Gift card purchases: Refunded as store credit

We cannot:

Refund to a different payment method
Issue refunds as cash or check
Split refunds across multiple payment methods

Exchanges

We do not currently offer direct product exchanges.

If you'd like a different product:

Return your original purchase for a refund
Place a new order for the replacement product

Tip: Place your new order before returning the original to avoid waiting for the refund to process.

Defective or Damaged Products

If your product arrives defective or damaged, we'll make it right immediately.

Our Responsibility

We will provide a full refund or replacement (your choice) if:

The bottle is broken or leaking
The atomizer doesn't work properly
The product was contaminated or spoiled
The product is missing components
The wrong product was shipped

Your Responsibility

To qualify for defective/damaged replacement:

Report Quickly: Contact us within 7 days of delivery
Provide Photos: Send clear photos showing the defect or damage
Don't Discard: Keep all packaging and contents for inspection

We'll cover:

Return shipping (we'll send you a prepaid label)
Replacement product shipping
Full refund if replacement isn't wanted

Manufacturing Defects

If you discover a manufacturing defect after 7 days but within 30 days:

Contact us immediately
Provide photos of the defect
We'll evaluate and determine appropriate resolution

Order Errors (Our Mistake)

If we shipped the wrong product or made an error with your order:

We'll Fix It By:

Shipping the correct product at no charge
Providing a prepaid return label for the wrong item
Issuing a full refund if you prefer

No Hassle: You will not be responsible for any costs associated with our error.

Fraudulent or Abusive Returns

We reserve the right to refuse returns that:

Show signs of misuse or abuse
Are returned with significantly less product than claimed
Are from customers with a pattern of excessive returns
Lack proper authorization
Are damaged due to customer negligence

Repeated Abuse: Customers who repeatedly abuse our return policy may:

Have returns denied
Have accounts suspended
Be banned from future purchases

We review return patterns to protect against fraud while maintaining fairness for honest customers.

Special Circumstances

Late Returns

If you contact us after the 30-day window:

We may still consider your return on a case-by-case basis
Store credit may be offered instead of refund
Final decision is at our discretion

Lost or Damaged Returns

If your return is lost or damaged in transit:

With tracking: We'll work with you to file a claim
Without tracking: We cannot be held responsible

Always use trackable shipping and consider insurance.

Multiple Items

If you return only some items from an order:

Each item is evaluated separately
Refund will be for returned items only
Shipping is not refunded on partial returns

International Returns

International customers are responsible for:

All return shipping costs
Any customs duties or fees for the original shipment
Import/export regulations compliance

We cannot:

Refund customs duties or taxes
Ship replacements for returns from most international addresses

Refunds for Promotional Orders

Discounted Products

If you used a discount code:

You'll be refunded the amount you actually paid
The discount value is not refunded separately

Free Gifts or Samples

Must be returned with the main product
Cannot be returned separately for refund

Buy 2 Get 1 Free Offers

If you return items from a BOGO offer:

Refund amount depends on which items are returned
The "free" item has no refund value if returned alone
Contact us for specific calculations

Customer Service and Support

We're here to help make your return experience smooth and stress-free.

Contact Methods

Email (Preferred):

returns@veilbyarcane.com

Phone:

732-997-0780

Monday-Friday, 9am-5pm EST

Response Times:

Email: 1-2 business days

Phone: Immediate during business hours

What to Expect

When you contact us:

Friendly, helpful service
Clear return instructions
Honest evaluation of your situation
Fair resolution

Our Goal: Make returns hassle-free so you feel confident ordering from us.

Frequently Asked Questions

Q: Can I return a bottle I've used most of?

A: No. Returns must be at least 80% full. This policy protects against abuse while allowing adequate testing.

Q: What if I'm allergic to the fragrance?

A: We're sorry to hear that. As long as the bottle is at least 80% full and within 30 days, you can return it for a refund. We recommend patch testing before full application.

Q: Do I get free return shipping?

A: Only if the error was ours (wrong item, defective product). Otherwise, you pay return shipping.

Q: How do I track my refund?

A: Email us anytime at returns@veilbyarcane.com for refund status updates.

Q: Can I exchange for a different scent?

A: We don't offer direct exchanges. Return for refund, then place a new order.

Q: What if my return is denied?

A: We'll explain why and may offer alternatives (store credit, partial refund, etc.). Final decision is at our discretion.

Q: I lost my order confirmation. Can I still return?

A: Yes. Provide your email address and approximate order date. We'll look it up.

Our Promise

At Veil by Arcane, we believe you should feel confident in your purchase. Our 30-day money-back guarantee ensures you can try our fragrance risk-free.

We Promise:

Fair evaluation of all returns
Transparent communication
Prompt refund processing
Respectful customer service

Your satisfaction is our priority.

Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with a new effective date.

Continued purchases after changes constitute acceptance of the updated policy.

Contact Us

Questions about returns or refunds?

Returns Department:

Email: returns@veilbyarcane.com

Phone: 732-997-0780

General Customer Service:

Email: support@veilbyarcane.com