Returns & Refunds
Spritzy is a marketplace of independent sellers. Here's how we handle order problems, refunds, and items that arrive not as described.
Last updated June 2026
Draft policy.This page is launch-stage and is pending review by Spritzy's legal counsel. It describes our intended approach but is not yet a final, binding agreement. Have a question? support@spritzyfragrances.com
The short version
If an order goes wrong, email us at support@spritzyfragrances.com with your order details. You can also use the "Report a problem with this order" link on the order in your account. We'll work with you and the seller to make it right.
Item not as described
Because fragrance on Spritzy is pre-loved and described by independent sellers, occasionally an item may arrive differently than expected. If what you receive materially differs from the listing — wrong item, significantly lower fill level, damage not disclosed — contact us within 3 days of delivery with photos. Eligible orders can be refunded.
How refunds work
We do not operate a managed escrow service, but refunds are processed through Spritzy's payment system (Stripe). When a refund is issued, we reverse the seller's payout and our platform fee for that order. Refunds return to your original payment method, typically within 5–10 business days depending on your bank.
If an item sells while it's already out of stock (two buyers reaching checkout at once), the order is automatically refunded — you don't need to do anything.
Shipping, damage & lost packages
Sellers manage their own shipping (US-only, ground methods, per carrier hazardous-materials rules for fragrance). Spritzy is not the shipper. If a package is lost or arrives damaged, contact us — we'll help coordinate with the seller and, where appropriate, arrange a refund. Keep all packaging until a damage claim is resolved.
Change of mind
Because these are pre-loved fragrance items, we generally cannot accept returns simply for change of mind. Please read listings carefully and ask the seller questions before buying. This policy does not affect your rights where mandatory consumer-protection law applies.
Need help?
Email support@spritzyfragrances.com and we'll get back to you. Include your order number so we can look it up quickly.