Refund policy

Last updated: 7 October 2026

Thank you for shopping at DecantGems. This page explains why samples cannot be returned and what we do when an order arrives damaged, incomplete or with the wrong item.

CONTACT INFORMATION

For questions about returns and refunds, you can reach us in the following ways:

DecantGems

📧 Email: info@decantgems.eu 💬 WhatsApp (chat only, please do not call; customer service by e-mail): +31 6 39 33 84 42 🏢 Address: IJsselstroom 33, 2721 AW Zoetermeer, Netherlands

Availability: Monday to Friday: 09:00 - 20:00 (Dutch time) Weekends and public holidays: Closed

Company details: FragranceGems B.V. Chamber of Commerce (KVK): 42180101 VAT number: NL870065671B01

We aim to respond to your inquiry within 24 hours.

POLICY OVERVIEW

Returns: Samples cannot be returned or exchanged, opened or unopened.

Damaged, incomplete or wrong order: Contact us within 48 hours of delivery. We send a replacement or refund you.

Refund timeline: Approved refunds are processed within 14 days. Original shipping costs: If we refund a complete order, they are refunded at the standard shipping rate that was actually charged on your order for your destination country. Shipping rates differ per destination country, so no single flat amount applies — the exact amount is the standard shipping charge shown on your order confirmation.

NO RETURNS ON SAMPLES

Every sample we sell is a decant: we fill it by hand for your order. For hygiene reasons, samples cannot be returned or exchanged, opened or unopened.

There is therefore no cooling-off period on samples: an order that has been shipped cannot be cancelled or sent back.

If your order arrives damaged, incomplete or with the wrong item, contact us within 48 hours of delivery at info@decantgems.eu. We send a replacement or refund you.

Your statutory rights in the event of a defective product are not affected.

CANCELLING AN ORDER

As long as your order has not yet been shipped, you can cancel it free of charge.

After you receive the shipping confirmation, cancellation is no longer possible. At that point your order has been processed and is in the logistics pipeline. Samples that have been shipped cannot be returned.

REFUND POLICY

Refund process

Review: Once we receive your message and photos, we review your report. Approval: You will receive a message about the approval status within 7 business days. Processing time: Approved refunds are processed within 14 days. Confirmation: You will receive a confirmation email once the refund has been processed.

What is refunded?

✅ Refund includes:

Price of the product(s) concerned. If we refund a complete order: also the original shipping costs, refunded at the standard shipping rate actually charged on your order for your destination country (this amount varies per country — see your order confirmation).

If you do not see the refund within the expected time, please check with your bank. For further assistance, you can contact us at info@decantgems.eu.

EXCHANGE POLICY

Samples cannot be exchanged. If we sent the wrong sample or a sample is defective, we send you the right one or refund you; see the section below.

EXCEPTIONS AND SPECIAL CASES

Defective or damaged items

If your item arrives damaged or defective, please contact us within 48 hours. We will then offer you an appropriate solution.

What should you do? ✅ Immediately take photos of the outside of the package ✅ Take photos of the damaged contents ✅ Contact us within 48 hours via info@decantgems.eu ✅ Include the photos in your email

What do we do?

We will send a replacement product (free of charge) or refund the full amount.

⚠️ Please note: Without photographic evidence of transport damage, we unfortunately cannot guarantee a replacement or refund.

Wrong or missing item

If you receive the wrong item or an item is missing from your order, please contact us within 48 hours of delivery. We will promptly send you the correct or missing item, or refund you.

Missing packages

If your package does not arrive within the estimated time, please contact us so we can start an investigation with the carrier.

WARRANTY FOR DEFECTS

You have legal warranty rights for defects. The rule that samples cannot be returned does not affect these rights.

When are you entitled to a warranty? The product arrived damaged (through no fault of your own). The product does not work as expected (e.g. a broken spray pump).

Warranty period. First 6 months: We assume the defect was already present at the time of delivery. You do not need to prove the defect already existed. After 6 months: You must demonstrate that the defect already existed at the time of delivery.

What can you claim?

You are entitled to:

Free repair (if possible) Free replacement product Price reduction (for minor defects) Termination of the contract and full refund (for major defects)

How do you report a defect?

📧 Email: info@decantgems.eu 💬 WhatsApp (chat only, please do not call; customer service by e-mail): +31 6 39 33 84 42

Please include:

Order number Photos of the defect Description of the problem

⚠️ Please note: The warranty lapses in the case of:

Normal wear and tear Incorrect or careless use Repairs carried out by third parties without our permission

PROCESSING TIMES

Reporting a damaged, incomplete or wrong order: Within 48 hours of delivery. Approval: You receive a message about the approval status within 7 business days. Refund: Approved refunds are processed within 14 days.

FREQUENTLY ASKED QUESTIONS

Can I return or exchange a sample?

❌ No. Samples are filled by hand for your order and, for hygiene reasons, cannot be returned or exchanged, opened or unopened.

What if my order arrives damaged, incomplete or with the wrong item? Contact us within 48 hours of delivery with your order number and photos. We send a replacement or refund you.

When will I get my money back?

Within 14 days after we have approved your refund.

Can I cancel my order? Before shipping: Yes, contact us immediately. Cancellation is free of charge. After shipping: No. Cancellation is no longer possible, and samples cannot be returned.

RELATED INFORMATION

Terms of Service - https://decantgems.eu/policies/terms-of-service Shipping Policy - https://decantgems.eu/policies/shipping-policy Privacy Policy - https://decantgems.eu/policies/privacy-policy Contact - https://decantgems.eu/pages/contact

At DecantGems, your satisfaction is our top priority. If something is wrong with your order, we do everything we can to solve it quickly.

© 2026 DecantGems – FragranceGems B.V. Chamber of Commerce (KVK): 42180101 | VAT number: NL870065671B01