Refund policy

At Hoaxee, customer satisfaction is important to us. If you are not completely satisfied with your fragrance purchase, we aim to provide a clear and straightforward return and refund process for eligible products.

Please review the following policy before requesting a return.

Return Window

You have 30 days from the date your order was delivered to request a return.

Return requests submitted after the 30-day period may not be eligible for a refund or exchange.

Product Condition Required for Return

To be eligible for a return, the product must be in new and resalable condition.

The following requirements apply:

  • Fragrance products must be unused and unopened.
  • The product should not have been sprayed, tested, or otherwise used.
  • The original product packaging should be included and in suitable condition.
  • Original labels, seals, and packaging materials, where applicable, should remain intact.
  • Any accessories or items included with the original order should also be returned.

Please Note: Products that have been opened, sprayed, used, damaged, or otherwise altered after delivery may not qualify for a return or refund.

How to Initiate a Return

To request a return:

  1. Contact our customer support team at support@hoaxee.com.
  2. Include your Order Number and a clear explanation of the reason for your return.
  3. Our support team will review your request and provide return instructions if the item is eligible.
  4. Return Method: Returns are accepted by mail.
  5. If a return label is provided, you will receive instructions by email regarding how to download and print the label.

Please do not send a return to our business address unless our customer support team has specifically instructed you to do so.

Return Address

54 Oxgate Gardens, London NW2 6EB, United Kingdom

Return Shipping Costs

Defective, Damaged, or Incorrect Products

If you receive a product that is defective, damaged during delivery, or different from the product you ordered, please contact us as soon as possible.

After reviewing the issue, Hoaxee will cover the return shipping cost for eligible claims and provide return instructions or a prepaid return label when applicable.

For damaged packages or products, we may request photographs to help us evaluate the issue and process your request.

Change of Mind

If you wish to return a product because you changed your mind, selected a different product, or no longer want the item, the applicable return shipping cost may be the customer's responsibility.

The product must still meet all return-condition requirements.

Restocking Fee

Hoaxee does not charge a restocking fee for eligible returns.

Restocking Fee: £0.00

Exchanges

We may offer exchanges for eligible products, subject to product availability.

To request an exchange:

  • Contact our customer support team within the 30-day return period.
  • The original product must meet all return-condition requirements.
  • The original product must be returned according to the instructions provided by our support team.
  • Replacement availability depends on the requested product being in stock.

If the requested replacement is unavailable, our support team will communicate the available options.

Refund Process

Once the returned product is received, it will be inspected to confirm that it meets the requirements of this policy.

After the inspection:

  • We will notify you regarding the status of your return.
  • If the return is approved, the refund will be processed to your original method of payment, where applicable.
  • Refund processing generally begins within 7 business days after the returned product is received and approved.
  • Your bank, card issuer, or payment provider may require additional time for the refunded amount to appear in your account.

The time required for a refund to become available may vary depending on the payment provider or financial institution.

Items That May Not Qualify for a Refund

A return may not be accepted if the product:

  • Has been opened, sprayed, tested, or used.
  • Shows signs of use or customer handling beyond what is permitted under this policy.
  • Has been damaged after delivery due to customer use or handling.
  • Is missing required original packaging, seals, labels, or included accessories.
  • Is returned after the applicable 30-day return period.
  • Does not otherwise meet the requirements of this Return & Refund Policy.

Damaged or Incorrect Orders

If your order arrives damaged or contains a product different from what you ordered, please contact us promptly at support@hoaxee.com.

Please provide your order number and relevant details about the issue. We may request photographs of the product and packaging to assist with our review.

Our support team will review the information and provide the appropriate next steps.

Return Approval

Submitting a return request does not automatically mean that the return has been approved.

All returned products are subject to review against the conditions outlined in this policy. If a returned product does not meet the applicable requirements, the return or refund may be declined.

Contact Information for Returns

For questions about our Return & Refund Policy or to request a return, please contact us:

Email: support@hoaxee.com
Phone: +44 7456 095082
Address: 54 Oxgate Gardens, London NW2 6EB, United Kingdom

Customer Support Hours:

  • Monday–Friday: 09:00 AM–7:00 PM
  • Saturday: 09:00 AM–3:00 PM
  • Sunday: Closed (GMT-London)