0Guarantees and complaints
Fragrance & Art always controls the goods before shipping. However if you receive wrong product, or the product is damaged when received, for complaint please contact the shop. Your message to info@fragrancesandart.com must content your name, your address, e-mail address, the order number, description and photo of defect / damage. Fragrance & Art applies the Consumer Purchase Act when handling complaints. If you can prove that an item is broken by construction we replace it, but we cannot replace items that are broken by usage. A product can only be complained about in case of a manufacturing defect. Complaine the item immediately after you discover the fault and we will send a new, fault-free item. If the fault cannot be rectified, a refund will be made. Please observe that the longevity, change of scent or other subjective issues which cannot be objectively confirmed cannot be accepted as a manufacturing defects and aren't therefore subject of reclamation.
We take no responsibility for indirect damages that may occur due to the product.
We accept no responsibility for delays/errors as a result of circumstances beyond the company's control (Force Majeure). These circumstances can be, for example, labor conflict, fire, war, authority decision, reduced or non-existent delivery from supplier.
Please note that we do not have a customer satisfaction guarantee. This means that we do not accept returns/complaints of products that you have used but which do not meet your expectations. According to the Consumer Purchase Act, it is not possible to complaint a product in case of dissatisfaction as we have no satisfaction guarantee.
When a transportation problems occure such as loss, theft, broken order, Fragrance & Art has a right to ship the same product again. The refund is only possible if the product is unavailable for re-shipping.
If we have sent the wrong item, we are responsible for the cost of returning it to our warehouse as well as for shipping of the correct product. ( The return of wrong product is only possible within Sweden).
Batch code/batch variation
Please observe that the longevity, change of scent or other subjective issues which cannot be objectively confirmed cannot be accepted as a manufacturing defects and aren't therefore subject of reclamation.
If a scent is different from what you've experienced before, it usually doesn't mean there's anything wrong with the scent. Perfume manufacturers reformulate some of their fragrances from time to time. This is due, among other things, to that chemicals used as fragrances are regularly banned at EU level. The fact that a fragrance you bought does not smell like before due to a reformulation is not a valid reason for complaint.
Fragrance & Art is not responsible for the different batch codes/batch variations that the different perfume houses have. As Fragrance & Art is a retailer, Fragrance & Art refers complaints or comments about the batch codes/batch variations to the perfume house directly or to the manufacturer.
Furthermore, no responsibility is taken for any changes to products/product characteristics that have been changed by the respective supplier and other factors beyond our control.
Your right of regret
If you are in Sweden or in EU, you are allowed to return the items (unopened and undamaged). You have 14 days from the date you received your order to regret your purchase and notify us about it by e-mail: info@fragrancesandart.com. In your message, your name, address, e-mail address, order number and which goods the return applies to must be clearly stated. You should return the products to us within the statutory 14 days after the cancellation notice inclusive all samples you received. The customer is responsible for return shipping, delivery and condition of the products upon return, as well as for all loss, theft or damages of parcel, the products should therefore be sent trackable, well packaged and in the original packaging including the prefabricated brand samples that were sent with it. Withdraw for samples are made according to the current price for these if the samples are not included in the return. We reserve the right to withdraw from refund an amount corresponding to the reduction in value compared to the product's original value in the case of a used or damaged product.
Address for return:
Fragrance & Art
Trädgårdsgatan 15
85231 Sundsvall
Sweden
Please note: Do not send merchandise in a padded envelope or other non-sturdy package - if we receive the product(s) back damaged - we cannot refund you, it must arrive back to our store in perfect saleable condition. We recommend that you insure the package as well - as we cannot be responsible for items that break in transit or are lost or missing.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Attention! Return and exchange is only possible within Sweden and EU. There is no return or exchange for sample-only orders. The return of items on sale is only possible within Sweden and EU.
The right of regret does not apply if:
Products that have been sealed (sigilled) for health or hygiene reasons and where the seal (sealing) has been broken by you - like perfumes.
Custom-made product, which has been tailored especially for you or has a clear personal touch according to your wishes. The samples is a custom-made product that is prepared by order and are not covered by the right of regret.
Services that have been completed and where you have expressly consented to the commencement of the service without right of regret - such services like present cards and subscriptions.
By use of regret all offers from the shop (free samples, free shipping) are cancelled. By use of regret you have to pay both for shipping and return costs. From refund value reduces following items:
Current price for all hand-made samples. Hand-made samples are custom-made products and are therefore no subjects of regret or refund.
Current price for brand prefabricated samples if they return used or / and damaged.
Shipping price as stipulated for delivery method used for order, if the order is above free shipping limit. Did you paid for shipping of your order, there is no refund of shipping costs.
For partial refund - if reduced order is below limit for free shipping, the current price for used delivery order will be appiled.
Non-received parcels
If you don't receive your parcel on time from postal office and it will be shipped back has Fragrance & Art right to debit you full costs for freight and for return to compensate our costs for expediting, packing, shipping, ev.fees, return and back-registering into storage). All parcels are stored by postal offices within at least 7 days after arrival so you have enough of time to receive your order. Note that with invoicing expires the invoice even when you don't collect your order. It is important with payment by invoice to always receive a parcel at postal office. If the invoice receives a reminder fee or sends to collectors the client will be responsible for all cancellation costs.
Please observe that non-received parcel doesn't apply as regret of order.
The same is valid if you refuse to receive a parcel, return of parcel because of wrong shipping information and all returns not caused by Fragrance & Art.
