Refund policy
Refund & Exchange Policy
Scent preference
Scent is subjective, and samples exist so you can find that out before committing to a bottle. We do not refund or exchange for preference, and we cannot accept returns of decants, opened or not.
What we do refund or replace
- Damaged or leaking on arrival. Send photos within 48 hours of delivery and we will replace the item or refund it, whichever you prefer.
- Wrong item or wrong size sent. We send the correct item at no cost to you, or refund it in full.
- Never delivered. If tracking has not moved for 14 days after we ship, we replace or refund the order. If tracking shows Delivered but nothing arrived, contact the carrier to open a claim first and we will supply whatever documentation you need from our end.
- Not yet shipped. Email us before your order is fulfilled and we will cancel it and refund in full.
How to make a claim
Email phil@monographscent.com with your order number. For damage, include photos of the vial and the packaging. Damage claims must reach us within 48 hours of the delivery scan.
Timeframe
We reply to every claim within 2 business days. Approved refunds go back to the original payment method within 3 business days of approval, and usually appear on your statement 5 to 10 business days after that, depending on your bank.
Personal sensitivities
We cannot refund for skin reactions or allergies. Fragrance notes are listed on every product page. If you have a known sensitivity, check the notes before ordering, or write to us and we will tell you what we know about the composition.
Hygiene standards
The integrity of our archive is paramount. Once a decant has left our controlled environment, it cannot be returned to stock. This ensures that every customer receives a sterile, untampered, and authentic specimen.