Refund policy

At Trace Theory Decants, all fragrance decants are prepared fresh and packaged specifically for each customer. Due to the nature of perfume products, all sales are final.

For hygiene, contamination-prevention, and product integrity reasons, we cannot accept returns on any fragrance products.

No Returns

Trace Theory does not accept returns under any circumstances, including:

  • Opened or unopened decants

  • Fragrance samples

  • Perfume atomizers

  • Discovery sets

  • Any product containing a fragrance liquid

Once a decant has been prepared, it cannot be resold or restocked.

Scent Preference — No Refunds or Exchanges

Fragrance is highly personal and will smell different on each individual due to skin chemistry and personal preference.

For this reason:

❌ We do not offer refunds or exchanges if you do not enjoy the scent.

❌ “Not my taste,” “not what I expected,” or variations in performance are not eligible for refunds.

We strongly encourage customers to explore decants, as they allow safe, affordable testing before committing to a full bottle purchase elsewhere.

Refund Eligibility 

Refunds may be issued only if all of the following conditions are met:

✔ 1. The shipment qualifies for a successful insurance claim by Shipsurance's standards.

AND

✔ 2. Shipping Protection was purchased at Check Out.

➤ Both conditions must be met — not one or the other.

If an order does not meet both the protection purchase requirement and the claim approval, it is not eligible for a refund or replacement.

Trace Theory cannot override insurance claim decisions.

Situations Not Eligible for Refunds

The following scenarios are not eligible:

  • Customer does not like the scent

  • Customer expected a different scent profile

  • Package marked Delivered but claimed missing

  • Porch theft

  • Incorrect or incomplete address provided by the customer

  • Damage reported without required documentation

  • Claims submitted outside insurance time limits

  • Customer changes their mind

  • Customer ordered the wrong item by mistake

All fragrance sales remain final unless a valid approved insurance claim is issued.

Damaged or Lost Orders

If your order arrived damaged or has not updated in transit, please refer to our Shipping Policy for exact claim timelines and required photo documentation.

We will assist you in filing an insurance claim if the shipment qualifies.
Refunds/replacements are issued only if the insurer approves the claim.

Delivered Packages

Once the carrier marks a package as Delivered, Trace Theory’s responsibility is complete.

We do not refund or replace packages that:

  • Were delivered but not received

  • Were stolen from mailboxes, mailrooms, or doorsteps

  • Were misdelivered after a correct delivery scan

These situations are not covered unless insurance approves the claim.

Order Cancellations

Orders may only be canceled before they enter processing.
Once processing begins (typically within 1–4 business days), the order cannot be canceled, changed, or refunded.

A Note on Policy Strictness

These policies protect both our customers and our small business.
The fragrance-decant industry experiences high rates of fraudulent claims, incorrect address disputes, and post-delivery theft — all of which fall outside our control.

These safeguards allow us to continue offering high-quality decants at fair prices.

Agreement at Checkout

By completing checkout at Trace Theory Decants, you acknowledge and agree to all terms in our Returns & Refunds Policy and our Shipping Policy.