Refund policy

Return & Refund Policy

Return Window

We have a 14 day return policy.
You have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be:

Unused and in original condition
In its original packaging
Accompanied by proof of purchase

Items sent back without first requesting a return will not be accepted.

To start a return, please contact:
kael@dgrayi.com

Return address:
11662 Anabel Ave
Garden Grove, CA 92843
United States

Fragrance-Specific Policy

We strongly recommend purchasing a 2ml sample before committing to a full-size bottle.

Full-size bottles purchased without prior sampling are not eligible for return or refund due to personal preference, change of mind, or dissatisfaction with scent.

As our perfumes are handmade and classified as personal care products, opened or used bottles cannot be resold and are therefore non-returnable.

In certain cases, we may offer a partial refund (up to 30%) without requiring a return to reduce waste and for safety reasons. This is granted at our sole discretion and does not constitute an obligation.

Damages or Incorrect Items

Please inspect your order upon delivery.

If your item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue.

Approved claims may receive:

A free replacement
or
A refund at our discretion

Non-Returnable Items

We do not accept returns for:

Used items
Opened fragrances
Sale items
Gift cards
Custom or personalized products
Hazardous or flammable materials

International Orders – Refund Policy

Import duties, VAT, customs fees, brokerage fees, or other charges imposed by the destination country are the sole responsibility of the customer.

Failure or refusal to pay customs duties, taxes, or clearance fees does not qualify as non-delivery or grounds for a refund.

If a package is refused, unclaimed, or abandoned due to unpaid customs fees or failure to complete the import process, refunds (if applicable) will only be issued after the package is returned to us and inspected.

Refunds will be subject to:

Deduction of original shipping costs
Deduction of return shipping fees
Deduction of any customs-related charges incurred

If tracking shows no movement due to customs processing for more than 60 consecutive days, we may issue a refund for the product amount at our discretion. Shipping fees remain non-refundable.

EU 14-Day Cooling-Off Period

If merchandise is shipped into the European Union, you may cancel or return your order within 14 days of receipt without justification.

Items must be unused, unopened, and in original packaging to qualify.

Refund Processing

We will notify you once we have received and inspected your return.

If approved, refunds will be issued to your original payment method within 10 business days.

Please allow additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed s