This returns policy is tailored for a luxury fragrance business and reflects a premium, customer-friendly structure while protecting the brand against hygiene and product-integrity risks.
You may request a return for eligible items within 30 days of receiving your order.
To qualify for a refund, products must be returned in accordance with the conditions below.
Because fragrance and beauty products are sensitive personal-use items, sealed products that have been opened cannot be returned for refund unless they are faulty.
To request a return, please contact Phantom Charmer Group customer care with your order number and reason for return. If your return is approved, we will provide the next steps and return instructions.
Please do not send items back without prior authorisation unless your published website process specifically allows it.
Approved refunds are processed to the original payment method once the returned item has been received and inspected.
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible and ideally within 48 hours of delivery.
We may request photographs and order information to help us assess the issue and resolve it quickly.
If your order included complimentary items, samples, or promotional gifts linked to the purchase, we may ask that these be returned with the order where applicable.
Unless stated otherwise on the website, Phantom Charmer Group does not guarantee direct exchanges. If you wish to replace an eligible item, the preferred process is usually to return the original item (if eligible) and place a new order.
For return requests or questions about eligibility, please contact the Phantom Charmer Group customer care team using the details published on your website.