Last updated: October 29, 2026
In short: unopened bottles can be returned within 30 days of delivery; opened oils cannot be returned; a bottle that arrives damaged, leaking or wrong is replaced or refunded at no cost if you tell us within 7 days of delivery.
1. Cancelling an order before it ships
Email hello@blacklabelfragrance.com with your order number as soon as possible. If the order has not shipped, we cancel it and refund it in full, including shipping. Once an order has shipped, it can be returned under section 2.
2. Returns
You may return unopened, unused bottles in their original condition, with the seal intact, within 30 days of delivery, for a refund of the product price.
- You pay the return shipping, and the original shipping charge is not refunded.
- Fragrance oils are regulated for shipping. Pack bottles upright and sealed, and use a ground service. We will send packing instructions with your return approval.
- We inspect returns on arrival. A bottle that has been opened, used or damaged in return transit is not refunded and can be sent back to you at your cost.
3. What cannot be returned
Opened or used fragrance oils (for safety and quality, we cannot resell them). Items returned more than 30 days after delivery. Membership fees, which are covered by the Membership Terms and Cancellation Policy.
4. Our arrival guarantee
If a bottle arrives damaged, leaking or not what you ordered, email hello@blacklabelfragrance.com within 7 days of delivery. Include your order number and a photo of the bottle and its packaging. We will send a replacement or refund the item, including any shipping you paid for it, at no cost to you. You do not need to send the damaged item back unless we ask. We do not offer a satisfaction or money-back guarantee beyond this and the return window above.
5. Lost or late parcels
Orders usually arrive within 9 business days of being placed: 1 to 2 business days to process, then 5 to 7 in transit. If your order has not arrived 12 business days after you placed it, email us with your order number. We will check with the carrier and send a replacement or a full refund.
6. How refunds are paid
Refunds go to your original payment method within 5 business days of the return arriving, or of our approving a claim or cancellation. Your bank may take a few more days to show it; card refunds normally appear within one billing cycle. We do not substitute store credit for a refund you are owed.
7. How to start a return or claim
Email hello@blacklabelfragrance.com with your order number, the items, and the reason (and a photo for damaged or wrong items). We reply within 2 business days with next steps and the return address. Please do not send items back before we reply; unannounced returns may be delayed or refused.
8. Charges on your statement
Your order appears on your card statement as WHOLESALE DISTRIBUTOR. If you do not recognise a charge, email us before contacting your bank and we will help straight away.
9. Contact
hello@blacklabelfragrance.com, or Black Label Fragrance, 2612 Howard Loop, Salado, TX 76571. This policy forms part of our Terms of Service and does not affect rights you have under the law.