Refund policy
Last updated: September 8, 2026
Please review the details below before ordering. Due to the personal-use nature of our fragrance and home fragrance products, all sales are final, except for approved issues described here or where applicable law provides otherwise.
Returns & exchanges
We do not accept change-of-mind returns or exchanges. Used, opened or burned products, items damaged through misuse, and items without their original packaging are not eligible for a standard return. This does not remove your rights regarding defective, damaged or incorrectly supplied goods.
Damaged, defective or incorrect items
Please email info.fitraco.co@gmail.com within 48 hours of confirmed delivery with:
- Your order number.
- A brief description of the issue.
- Clear photos of the item and original packaging.
Keep the item and packaging while we review your claim. Depending on the issue, an approved resolution may include a replacement, store credit or refund. Claims received after 48 hours may not qualify under our voluntary claims process; any rights or remedies required by law remain unaffected.
If a return is approved
Please do not send an item back without written authorization. We will provide return instructions after reviewing your request.
You are responsible for approved return shipping unless the item is defective or incorrect, we agree otherwise in writing, or applicable law requires otherwise. Original shipping charges are generally non-refundable, except where required by law or included in an approved resolution. Use a trackable service and keep proof of postage.
Order cancellations
Cancellation requests must be received within one hour of placing the order and before processing begins. We cannot guarantee cancellation after processing starts. This restriction does not affect any cancellation or refund rights provided by applicable law, including rights relating to shipping delays.
Shipping & missing packages
For tracking, address corrections, carrier delays or packages marked as delivered, see our Shipping Policy. Contact us if you need help with a delivery issue.
Refunds & payment disputes
We will confirm an approved refund by email. Your bank or payment provider may need additional time to post the credit.
Please contact us first if you have a billing concern so we can help resolve it. This does not limit your right to dispute a payment. When responding to a dispute, we may provide relevant order, payment and delivery records to the payment provider.
Contact us
Fitra Co.
Syracuse, NY 13215, United States
info.fitraco.co@gmail.com