Policy

Cancellations and refunds

What happens if something is wrong with your order, and what we can and cannot accept back.

An unboxing video is required for any damage or wrong-item claim. Start recording before you open the outer packaging and film continuously until the items are unwrapped, without cutting or editing. Without this video we are unable to process a claim, because we cannot otherwise establish whether the damage happened in transit. Please film every order as you open it.

What we accept

We will replace or refund an order where:

an item arrived damaged, broken or leaking;
you received a different fragrance or a different size from the one you ordered;
an item is missing from your parcel.

Report it within 48 hours of delivery to hello@decantsbyurusa.com, with your order number, the unboxing video, and photographs of the item and its packaging.

What we cannot accept

We do not accept returns or refunds for change of mind, or because a fragrance did not suit you.

Decants are filled by hand from a sealed retail bottle once your order is placed. A vial that has left us cannot be verified as untampered and cannot be resold, so we are unable to take it back. This is standard practice for decanted fragrance, and it is why we offer 2ml samples: they exist so you can try a scent at low cost before committing to a larger size.

Opened or used decants, samples, partials and retail bottles.
Claims reported after the 48-hour window.
Claims without a continuous, unedited unboxing video.
Differences in how a fragrance smells or lasts on your skin.

Cancelling an order

You can cancel any order before it is dispatched by contacting us with your order number, and we will refund it in full. Once an order has been dispatched it cannot be cancelled, because the decants have already been filled.

How refunds are paid

Approved refunds are issued to the original payment method within 5-7 business days of approval.
Your bank or card issuer may take additional time to show the credit on your statement.
Where only part of an order is affected, we refund only the affected items.
Shipping charges are refunded only where the entire order was damaged, wrong, or cancelled before dispatch.