Refund policy

Colognemax Order & Return Policy

At Colognemax, we’re committed to delivering a premium experience from checkout to unboxing. To maintain fairness and clarity, please review the following policies regarding cancellations, returns, and refunds.

Return Policy

We accept returns on eligible items within 10 days of delivery. All returned items must be shipped back within this window and meet the conditions below.

Sealed / Unused Items

Sealed, unused full bottles may be returned within 10 days.

A $12 return shipping fee will be deducted from the refund.

Product must include all original packaging, undamaged and untampered.

Flat rate 10% Restocking fee

Used Items (Including Opened or Sprayed Bottles)

We classify an item as “used” if:

The seal has been broken

The fragrance has been sprayed

Testers are returned (testers are always considered used)

Used item returns are subject to:

A minimum 20% restocking fee

A flat $12 return shipping fee will be deducted from all refunds.

- If you'd prefer store credit instead of a refund, restocking fees may be reduced depending on the item’s condition.

Non-Returnable Items

Travel Sprays (3ml, 5ml, 10ml): All sales final due to hygienic safety and ease of tampering.

Cancellations

Orders may be canceled only if fulfillment has not yet begun.

Once an order has been processed, a shipping label has been created, or the order has entered fulfillment, it can no longer be canceled. In these cases, the order must follow our return policy once delivered.

We process orders quickly to ensure fast delivery, so cancellation requests are not guaranteed once an order is placed.

Shipping Issues & Delivery Concerns

Delivery Delays:
While we strive to ensure timely delivery, occasional delays may occur due to factors beyond our control. If your order is running more than 15 days late beyond the estimated arrival date, please reach out to our team at [email protected] so we can assist you further. Please note that refunds are not issued solely for delays in transit.

Missing Shipments:
If your tracking shows your order hasn't arrived within the typical delivery window, contact us as soon as possible. We’ll work with the carrier to locate your package and advise on the appropriate next steps.

Damaged Shipments:
Please inspect your order upon arrival. If the package is visibly opened or damaged, we recommend noting any issues with the carrier at the time of delivery. Signing for the delivery without noting damage confirms that the package was received in acceptable condition.

Return Process

Email support@[email protected] within 10 days of delivery with your order number and return reason.

Once approved, you’ll receive return instructions.

Carefully repackage the item and ship it back using a secure, trackable method.

Once received and inspected, your refund will be issued within 2–3 business days, minus applicable fees.

Returns sent without prior approval or outside the 10-day window will not be accepted.

Damaged, Defective, or Wrong Items

If your order arrives damaged, incorrect, or defective, please contact us within 48 hours of delivery. To be eligible for a replacement or refund, you must provide your order number and clear photos of:

The outer shipping box

The inner packaging

The damaged, defective, or incorrect item

These photos are required so we can verify the issue and file a Shipping Protection or carrier claim when applicable.

If Shipping Protection was purchased, it covers damage in transit and packages lost before delivery. Once a claim is approved, we will issue a replacement or store credit.

Shipping Protection does NOT cover packages marked as delivered but not received (porch theft, mis-delivery, or missing after delivery).
Once a package is marked delivered by the carrier, responsibility transfers to the customer.

Claims submitted without the required photos or outside the 48-hour window may not be eligible for replacement or reimbursement.

Failed Deliveries & Return-to-Sender Packages

If a package is returned to us due to an incorrect or incomplete address:

You may choose to have it reshipped (a $10 reshipping fee will apply), or

Request a refund minus original shipping and 10% restocking fees.

If the return was due to carrier error, we will reship at no additional charge.

We are not responsible for lost packages that are returned by the carrier after a failed delivery attempt.

Refund Details

Refunds are issued to the original payment method

Please allow 2–5 business days after item has inspection for processing

Shipping charges and protection coverage are non-refundable

Shipping Protection Claims

If your order was covered by shipping protection and arrived damaged or was lost in transit, we will initiate a claim. Claims typically process within 7 business days, and a refund will be issued once the claim is approved.

Need Help?

For any return, refund, or order questions, please email:
📧 support@[email protected]