Cancellation policy

Fifth Room Fragrances® – Purchase & Cancellation Policy

Effective Date: February 11, 2026

1. Order Cancellation

  • Orders for Fifth Room Fragrances® may only be canceled before the order has been processed and shipped.
  • Once an order has been fulfilled and left our facility, it cannot be canceled, as all products are final sale.

2. How to Cancel an Order

  • To request a cancellation, please contact us immediately via:
    • Email: Support@fifthroomscents.com
  • Include your order number and the items to cancel.
  • Cancellations will be confirmed by email. If no confirmation is received, the order may already be in processing and cannot be canceled.

3. Final Sale Reminder

  • All purchases are final sale.
  • For health, safety, and quality reasons, fragrance bottles cannot be returned or resold once shipped.
  • Exchanges are offered only in the following cases:
    1. Damaged During Shipping – Items broken, leaking, or damaged in transit.
    2. Lost in Transit – Orders verified as lost by the carrier.
  • Replacement products will be provided at no additional cost in these circumstances.

4. Shopify Payments & Disputes

  • By purchasing through our website, you acknowledge that your order is governed by our Final Sale & Exchange Policy.
  • Any disputes or chargebacks will reference these policies, as well as proof of order processing, shipping, and delivery confirmation.

5. Contact Us

For cancellation requests, questions about your order, or assistance:

Fifth Room Fragrances®

Email: support@fifthroomscents.com

 

Order Cancellations, Restocking Fees & Undeliverable Shipments

1. Custom Orders & Signature Fragrances

All custom-made products, including personalized signature fragrances and orders requiring customer selections, are subject to a 30% cancellation and restocking fee when an order must be canceled due to the customer’s failure to respond to communications necessary to complete or fulfill the order.

This includes, but is not limited to:

  • Failure to respond to emails requesting fragrance note selections, raw material selections, formulation preferences, or other required customization details.
  • Failure to provide the information or approvals necessary to proceed with production.
  • Inability to contact the customer after reasonable attempts using the contact information provided at checkout.

If a customer does not respond within a reasonable period after follow-up communications, FIFTH ROOM FRAGRANCES® reserves the right to cancel the order. The 30% fee will be deducted from the eligible refund, where permitted by applicable law and payment-provider requirements.

2. Incorrect Addresses & Undeliverable Shipments

All orders, including custom and non-custom orders, may be subject to a 30% cancellation and restocking fee if a shipment is returned to the sender, deemed undeliverable, or cannot be delivered because the customer provided an incomplete, inaccurate, or invalid shipping address.

Customers are responsible for ensuring that their shipping information is complete and accurate at checkout.

If a shipment is returned or cannot be delivered because of an address error or other customer-provided information, FIFTH ROOM FRAGRANCES® will contact the customer when reasonably possible to arrange next steps. If the order is canceled rather than reshipped, the applicable 30% fee will be deducted from the eligible refund, where permitted by applicable law.

Additional shipping charges may apply if the customer requests reshipment. Any additional charges will be communicated before reshipment.

3. Non-Custom Orders Canceled Before Fulfillment

Standard, non-custom orders canceled by the customer before fulfillment are subject to a 15% cancellation fee, where permitted by applicable law and payment-provider requirements.

Once an order has entered fulfillment, been packaged for dispatch, or been shipped, it may no longer qualify for cancellation under this provision. Any return or refund request will be handled under the applicable return and refund policy.

4. Customer Communication & Refund Processing

Customers are responsible for monitoring the email address provided at checkout and responding to communications required to process custom orders.

When an order is canceled under this policy, any eligible refund will be calculated after deduction of the applicable cancellation or restocking fee. Refunds will be returned to the original payment method where possible and processed in accordance with the store’s refund procedures and applicable law.

By placing an order with FIFTH ROOM FRAGRANCES®, customers acknowledge and agree to these order-cancellation, restocking, and undeliverable-shipment terms.