Refund policy
(S)MER Returns Policy
At (S)MER, every fragrance is made in small batches, poured and labelled by hand in Australia. Because of the personal nature of fragrance and the care that goes into every bottle, we ask that you read our returns policy below before placing your order.
1. All Sales Are Final
We do not accept returns or exchanges for change of mind. This applies to all products, whether opened or unopened. Please choose with care.
2. Not Sure Which Scent Is Yours?
Fragrance is best chosen on skin, over a few days. That is why we created the Match Box Discovery Set: four of our scents in 2ml vials, so you can wear each one before you commit.
The $50 you spend on the Discovery Set comes back to you as a code toward a full 50ml or 100ml bottle.
3. Damaged, Faulty or Incorrect Items
If your order arrives damaged or faulty, or is not what you ordered, please contact us as soon as possible, ideally within 7 days of delivery, at customerservice@s-mer.com. Please include:
- Your order number.
- Photos of the item and its packaging.
- A short description of the problem.
Once we have reviewed your request, we will put it right with a replacement or a refund. Where we ask you to send an item back, we will cover the cost of return shipping.
4. Refunds
Where a refund applies, it will be made to your original payment method. Refunds are processed within 5 to 10 business days of approval. Please allow additional time for your bank or card provider to show the funds.
5. Gifts and Complimentary Items
Complimentary samples and gifts included with an order cannot be returned or exchanged for cash or credit.
6. Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights.
7. Contact Us
For any questions about our returns policy, please contact us at:
(S)MER Customer Service
Email: customerservice@s-mer.com