Refund policy
Last Updated: August 21, 2026
We want every House of Wash customer to receive their fragrance in the condition and presentation in which it was intended.
Because fragrance is a personal-use luxury product, our return policy is designed to protect both our customers and the integrity of every product we sell.
Returns
Eligible products may be returned within 30 days of confirmed delivery provided they are:
- Unopened.
- Unused.
- Unworn.
- Unaltered.
- In their original packaging.
- In resalable condition.
Products with broken seals, removed protective wrapping, significant packaging damage, or evidence of use may not qualify for return.
Opening a fragrance to smell or test it makes the fragrance non-returnable unless the product is defective.
We strongly encourage customers who are unfamiliar with a fragrance to purchase a sample, discovery option, or smaller size when available before purchasing a full bottle.
Non-Returnable Items
The following products are final sale unless they arrive damaged, defective, or incorrect:
- Opened fragrances.
- Used fragrances.
- Samples.
- Discovery sets.
- Decants.
- Personalized products.
- Engraved products.
- Custom fragrance products.
- Private-label products.
- Custom packaging.
- Made-to-order products.
- Gift cards.
- Items specifically marked Final Sale.
Certain limited-edition products may also be designated Final Sale on the applicable product page.
Damaged or Incorrect Orders
If your order arrives:
- Broken.
- Leaking.
- Damaged.
- Materially defective.
- Missing an item.
- Containing the wrong fragrance or product.
please contact House of Wash within 48 hours of confirmed delivery.
Include your order number and clear photographs of:
- The product.
- The shipping box.
- The shipping label.
- Any visible damage.
Please retain all packaging until the claim has been resolved.
After reviewing the claim, House of Wash may provide a replacement, store credit, partial refund, or full refund depending on the circumstances.
Shipping Damage
Damage caused during shipping must be documented promptly so that House of Wash can investigate the shipment and, when applicable, file a claim with the carrier.
Failure to provide reasonable documentation may prevent us from approving a damage claim.
Return Authorization
Do not send a product back to House of Wash without contacting us first.
Returns must be approved before shipment.
Unauthorized returns may be refused or returned to the sender.
Return Shipping
Unless the return is caused by an error by House of Wash or a verified defective product, customers are responsible for return-shipping costs.
Original shipping charges are non-refundable unless required by law or the return results from our error.
We recommend using a trackable shipping service for approved returns.
Refund Processing
Once an approved return is received and inspected, we will notify you regarding the status of the refund.
Approved refunds are issued to the original payment method whenever possible.
Banking institutions and payment processors may require additional time before the refund appears on the customer's account.
Exchanges
Because inventory may be limited, we cannot guarantee exchanges.
When an exchange is approved, availability will determine whether the product can be replaced.
If the requested fragrance is unavailable, House of Wash may offer another resolution.
Fragrance Preference
Fragrance is subjective.
A fragrance smelling different on your skin than expected, performing differently than expected, or simply not matching your personal preference does not make the product defective.
For that reason, opened fragrances cannot be returned solely because the customer does not like the scent.
Order Cancellations
If you need to cancel an order, contact House of Wash immediately.
Once an order has entered fulfillment or has shipped, cancellation may no longer be possible.
Custom, personalized, private-label, and made-to-order purchases may become non-refundable once production or development begins.
Lost or Stolen Packages
Customers should contact House of Wash promptly when tracking indicates that a shipment may be lost.
Orders shown by the carrier as delivered will be reviewed individually.
House of Wash may require customers to cooperate with the carrier, provide additional documentation, or complete a claim investigation before a replacement or refund is considered.
Chargebacks
Customers should contact House of Wash first when experiencing an issue with an order so we have an opportunity to resolve the matter.
Fraudulent or abusive chargebacks may result in restrictions on future purchases.
Contact Us
To request a return or report an order issue, use the contact information provided on the House of Wash website and include your order number.
House of Wash Luxury Fragrances
Royalty • Purpose • Eternity