Refund policy

Musk de Lumière — Return, Exchange, and Refund Policy

Effective Date: August 30, 2025
Contact: muskdelumiere@outlook.com or go to Return & Exchange Requests page

This Return, Exchange, and Refund Policy (“Policy”) governs all purchases made from Musk de Lumière (“Musk de Lumière,” “we,” “us,” or “our”) through any channel we operate, including our website and authorized points of sale (collectively, the “Store”). By placing an order, you agree to this Policy. This Policy is incorporated by reference into our Terms of Service.

1) Nature of Goods; Public-Health and Safety Constraints

1.1 Our products are alcohol-based or Oil-based fragrances and related perfumery goods that are classified as consumable, hygienic, and flammable items subject to safety, transport, and handling regulations.

1.2 For safety and regulatory reasons, we do not accept physical returns of fragrance products. Instead, in the event of a valid dissatisfaction claim or documented error, we provide resolution through a partial refund (75%) or store credit (75%), allowing you to keep the product. If the error is on our end (e.g., wrong item shipped), we will issue a full refund or store credit (100%) of the pre-tax purchase price actually paid.

1.3 This Policy is designed to prioritize customer satisfaction while protecting product integrity, upholding safety standards, and complying with hazardous-materials rules.

2) Final Sale; Satisfaction-Based Exchange

2.1 All sales are final. We stand by the quality and craftsmanship of our fragrances, and most clients fall in love at first spray. However, in the rare case that a fragrance does not agree with you—such as triggering sensitivities, allergies, or a valid dissatisfaction—we allow a one-time exchange in the form of store credit, subject to the conditions below.

2.2 Exchange eligibility (satisfaction basis):

You must fill out a form in our Return & Exchange page within 15 calendar days of the documented delivery date.
A valid reason for dissatisfaction must be provided (e.g., allergic reaction or genuine incompatibility with personal preference).
We may request photos, video, or additional details to verify the claim before authorization.

2.3 Exchange value:

Upon approval, store credit will be issued equal to 75% of the pre-tax purchase price actually paid for the item(s). The remaining 25% covers the value of the retained bottle and packaging, which you keep.
If the error originated on our part (e.g., wrong item shipped), store credit will equal 100% of the pre-tax purchase price actually paid.
Store credit is delivered as a digital code or account credit, valid for 12 months from issuance, non-transferable, not redeemable for cash, and cannot be used to purchase gift cards.
or Refund to original payment method

2.4 Return shipping is not accepted for fragrances. For satisfaction-based exchanges, you will not be asked to ship the item back due to HazMat constraints. If disposal is necessary, we will provide instructions and deactivate the original order’s warranty coverage.

2.5 We reserve the right to deny satisfaction-based exchanges where product misuse, excessive consumption, alteration, or fraud is suspected.

2.5 We reserve the right to deny satisfaction-based exchanges where product misuse, excessive consumption, alteration, or fraud is suspected.

3) Damage in Transit; Incorrect or Missing Items

3.1 If your order arrives damaged, contains a wrong item, or is missing items, you must notify us at Return & Exchange Requests page or support@muskdelumiere.com within 7 calendar days of the documented delivery date.

3.2 Your notice must include:

Order number.
(if required) Clear photos and/or video showing the external shipping carton, internal protective materials, product packaging, and the product itself, including the damage or discrepancy.
For missing items, a photo of the full contents received and packing slip (if included).
3.3 After verification, you may choose one of the following remedies:
Replacement of the affected item(s) shipped at no additional cost to the original delivery address, subject to inventory availability; or
Store credit equal to the item’s pre-tax purchase price.
3.4 Carrier Claims: We may file a claim with the carrier. You agree to cooperate, provide requested documentation, and retain packaging until the claim is resolved. Failure to cooperate may delay or void the remedy.
3.5 If delivery tracking shows successful delivery but you report non-receipt, we may require a signed affidavit and/or a police report for high-value orders before providing a remedy.
or Refund to original payment method

4) Subscription Orders (Swap, Change, Cancel)

4.1 Plan Changes / Product Swaps: You may change your upcoming subscription selections (e.g., swap the eau de parfum, the roll-on, or both) up to 7 calendar days before your next billing date. Changes after this cutoff take effect in the following cycle.
4.2 Cancellation: You may cancel any time after the first billing cycle. Cancellations submitted fewer than 7 days before the next billing date may not stop the upcoming charge or shipment.
4.3 Charges and Partial Periods: Subscription charges for processed billing cycles are non-refundable. We do not prorate or refund partially used periods.
4.4 Satisfaction Exchange on Subscriptions: Subscription shipments are eligible for the satisfaction-based exchange in Section 2 if all conditions are met.
4.5 Address and Payment: You are responsible for keeping billing, shipping, and payment details current. Failed payments or undeliverable addresses may delay, suspend, or cancel shipments.

5) Pre-Orders and Backorders

5.1 Pre-orders and backorders are charged at the time of purchase. Estimated ship dates are forecasts and subject to change.
5.2 You may request a cancellation for a pre-order/backorder any time prior to shipment. After shipment, Section 2 and Section 3 apply.
5.3 We do not issue refunds to the original payment method for pre-orders or backorders except where required by law.

6) Gift Purchases and Third-Party Purchases

6.1 If you received an item as a gift and seek a satisfaction-based exchange, we will issue store credit to the original purchaser’s account unless the purchaser authorizes us in writing to issue credit to the recipient.
6.2 For items purchased through authorized retail partners, you must follow that retailer’s return/exchange policy. We are not responsible for returns or exchanges on purchases made outside the Store.

7) Pricing Adjustments; Promotions

7.1 We do not offer retroactive price adjustments for past orders when promotions, bundles, or discounts change.
7.2 Bundles and promotional items may have specific conditions; consult the offer terms. Store credit is calculated on the effective pre-tax price actually paid for each affected item.

8) Shipping; Risk of Loss; Signatures

8.1 Title and risk of loss transfer to you upon carrier acceptance.
8.2 We may require adult signature on delivery for orders containing flammable liquids or for high-value shipments at our discretion.
8.3 We ship in compliance with applicable limited-quantity and flammable-liquid transport rules. Shipping method or speed may be constrained by hazardous-materials regulations.

9) Evidence, Inspection, and Fraud Deterrence

9.1 We may require additional documentation (photos, video of unboxing, affidavits) to validate damage-in-transit or non-receipt claims.
9.2 We may refuse or limit remedies where we reasonably suspect abuse, excessive claim frequency, reselling, diversion, or fraud.
9.3 We maintain batch tracking. Serial or batch discrepancies may void eligibility.

10) Exclusions and Limitations

10.1 The following are not eligible for any refund to original payment method:

Gift cards and digital credits.
Shipping charges and taxes already remitted to carriers or authorities.
10.2 To the fullest extent permitted by law, remedies under this Policy are limited to replacement or store credit as expressly stated.

11) How to Initiate a Request

11.1 Email support@muskdelumiere.com with subject line “Exchange” (satisfaction), “Damage,” or “Order Issue,” and include:

Full name and order number.
A concise description of the issue.
Photos/video as applicable (see Sections 2–3).

Go to the Return & Exchange Requests page and complete the form provided. Be sure to include:

Your full name and order number
A concise description of the issue
Photos or video, if applicable (see Sections 2–3)

11.2 Once submitted, we will confirm receipt and respond with next steps. Incomplete forms may delay or prevent resolution.

12) Compliance With Law; Consumer Rights

12.1 Nothing in this Policy limits any non-waivable rights you may have under applicable consumer-protection laws. Where such laws confer a mandatory right to a refund, repair, or replacement, we will comply.
12.2 If a court or regulator determines any provision in this Policy is unenforceable, that provision will be severed and the remainder will remain in force.

13) Modifications

13.1 We may revise this Policy at any time. Changes apply to orders placed after the “Effective Date” shown above. Material changes to subscription handling will apply prospectively and after reasonable notice.