We accept refunds and exchanges under certain conditions.
If you meet the following criteria, we are happy to refund the cost of the items purchased (shipping charges are nonrefundable)!
Our policy lasts 30 days. If 30 days have gone by since your item was shipped, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We require a invoice or proof of purchase. If Custom's returns an item to us, Vetiver will issue you a full refund for the price of the items in your order.
There are certain situations where only partial refunds are granted:
Any item not in its original condition, has obvious signs of use, is damaged or missing parts for reasons not due to our error.
* Non-returnable items:
- Perishable goods such as fragrance oils and essential oils cannot be returned.
- Gift cards
- Downloadable products such as e-books
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 days.
* Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
* Sale items
Sale items can be refunded for the price of purchase, assuming it fits the qualifications above.
We only replace items if they are defective or damaged. A picture or return is required as validation of said damaged or defective item. If you need to exchange the product for the same item, send us an email at email@example.com and send your item to:
117 E Spring St Suite 322
New Albany, IN 47150
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift certificate credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.
To return your product, you should mail your product to:
117 E Spring St Suite 322
New Albany, Indiana 47150
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.