Refund policy
# 🛒 FixationNoire Returns & Refunds Policy
We offer a **30-day return policy**, giving you 30 days after receiving your item to request an official return.
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### 🛑 1. Strict Hygiene & Return Eligibility
To be eligible for a return, your item must be in the exact same condition that you received it:
* **100% Unused & Unopened:** The vial must be completely un-sprayed.
* **Original Packaging:** It must remain in its original sealed packaging.
* **Proof of Purchase:** You must provide a receipt or proof of purchase.
> ⚠️ **IMPORTANT EXCEPTION:** Due to strict health, hygiene, and cosmetic safety regulations, **we absolutely cannot accept returns or issue refunds for any fragrance samples or decants that have been opened, sprayed, or tampered with.** If a vial's seal is broken, the return will be automatically rejected.
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### 📹 2. Fraud Prevention & Video Inspection
To protect our business against return fraud, we enforce a strict verification process:
* **Continuous Video Recording:** All incoming return packages are opened, weighed, and inspected under a continuous, unedited video surveillance stream at our facility.
* **Scent & Volume Verification:** Liquid levels and scent profiles are strictly verified against our master bottles.
* **Fraud Reporting:** Any attempts to return empty vials, diluted liquids, substituted fragrances, or incorrect items will result in an **immediate denial of the refund** and the buyer will be reported to platform management and payment processors with video evidence.
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### 📦 3. How to Start a Return
1. Contact us directly at **FixationNoire@gmail.com**.
2. If your return is accepted, we will send you a return shipping label alongside detailed instructions.
3. Pack the unopened item securely and ship it back.
*Note: Items sent back to us without first requesting an official return will be rejected and will not be refunded.*
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### ⚠️ 4. Damages, Issues & Non-Returnables
* **Damages upon Arrival:** Please inspect your order upon reception. Contact us immediately if the item is defective, damaged in transit, or incorrect so we can make it right. **Clear photographic or video proof of the transit damage is required.**
* **Non-Returnable Items:** We strictly do not accept returns on opened personal care goods (beauty/fragrances), custom products, sale items, or gift cards.
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### 💰 5. Refunds & Exchanges
* **Exchanges:** The fastest way to get a different scent is to return your unopened item, and once accepted, make a separate purchase for the new item.
* **Processing Time:** Once we receive and video-inspect your item, we will notify you of your approval or denial. Approved refunds are automatically credited back to your original payment method within **10 business days**.
* If more than 15 business days have passed since approval, please contact us at **FixationNoire@gmail.com**.