Refund policy

Refund Policy

Last updated: 20.05.2026

In accordance with EU consumer law, customers may return eligible items within 14 days of receiving the order.

Please note that the right of withdrawal applies only when all return requirements listed below are fully met. Returns that do not strictly comply with every condition may be rejected.

Return Conditions

To protect hygiene and product quality, all returned items undergo a detailed inspection by our quality-control department.

Each item must be:

  • 100% unused and unopened

  • Unwashed, unaltered, and free from any handling damage

  • Free from odors, including perfume, smoke, detergent, sweat, or any other scent

  • Free from stains, dust, hair, marks, or signs of use

  • Returned with all original packaging, seals, labels, and tags fully intact

  • In perfect, fully resellable condition

Any trace of use, odor, damage, missing packaging, broken seals, or missing components may result in rejection of the return.

Non-Returnable Items

As permitted by EU regulations, the following items cannot be returned under any circumstances:

  • Opened supplement products

  • Used or partially used products

  • Products with broken hygiene or safety seals

  • Personalized or customized items

  • Any item showing signs of use, damage, odor, or handling beyond inspection

  • Mystery Boxes or special promotional boxes, where permitted by law

Return Shipping

Unless the product is defective or incorrect:

  • The customer is responsible for all return shipping costs

  • We strongly recommend tracked shipping, as we cannot process lost or unidentifiable returns

  • Returns sent without tracking or unpaid postage will not be accepted

Important

Once return instructions or a return label have been provided, the customer must confirm via email that the item has been shipped and provide tracking information.

Returns may not be processed without this confirmation.

Return Contact Email

odorvex@gmail.com

Defective or Incorrect Products

If you receive a defective or incorrect item, you must notify us within 48 hours of delivery with:

  • Your order number

  • Clear photos of the issue

  • Photos of the packaging and shipping label

Claims submitted after 48 hours cannot be processed.

Approved cases will receive either:

  • A replacement product, or

  • A refund

Subscriptions

By purchasing a subscription product from Odorvex, the customer agrees to the recurring billing terms displayed at checkout.

Customers may cancel their subscription before the next subscription order has been issued or processed.

Subscription Cancellation Fee

If a subscription is cancelled after the subscription order has already been issued, processed, or charged, a 15% cancellation and processing fee will apply.

This fee covers:

  • Payment processing costs

  • Order handling

  • Fulfillment preparation expenses

Once a subscription order has been shipped, it can no longer be cancelled. In that case, the standard return policy applies.

Refund Processing

Refunds are issued only if the item passes the quality-control inspection and meets all return requirements.

Restocking Fee

A 15% processing and restocking fee will be deducted from all approved refunds unless the item is defective or incorrect.

Rejected Returns

If the item fails inspection due to:

  • Use

  • Odors

  • Damage

  • Missing packaging

  • Broken seals

  • Any condition making the product unsellable

The following process will apply:

  • The return will be rejected

  • The customer may request the item back at their own shipping cost

  • If return shipping is not paid within 30 days, the item will be considered abandoned and disposed of

This procedure is intended to comply with applicable EU consumer withdrawal regulations.

Mystery Boxes

Non-Refundable & Non-Returnable

Mystery Boxes are non-refundable and non-returnable where permitted by law.

By purchasing a Mystery Box, the customer acknowledges and agrees that:

  • The contents are random and pre-selected

  • Dissatisfaction with the received items is not a valid reason for return

  • Mystery Boxes may be excluded from the right of withdrawal under applicable EU consumer law

Returns or refunds will not be accepted for Mystery Boxes except where the entire box is defective or incorrect upon delivery.

Damaged or Incorrect Mystery Boxes

Customers must notify us within 48 hours of delivery and provide:

  • Order number

  • Clear photos of the issue

  • Photos of the packaging and shipping label

Claims submitted after 48 hours cannot be processed.

Refund Processing Time

At Odorvex, we aim to process all returns as efficiently as possible.

Estimated Processing Timeline

  • Please allow 10–14 business days for review and return instructions after submitting your request via email

  • After the item has been returned and delivered, please allow up to 10 business days for inspection and approval

  • Once approved, the refund will be issued to the original payment method

Processing times may vary depending on carrier delays, payment providers, and seasonal order volume.

Subscriptions

By purchasing a subscription product from Odorvex, the customer agrees to the recurring billing terms shown at checkout.

Customers may cancel their subscription before the next subscription order has been issued or processed.

If a subscription is cancelled after the subscription order has already been issued, processed, or charged, a 15% cancellation and processing charge will apply. This charge covers payment processing, handling, and order-preparation costs.

Once a subscription order has been shipped, it cannot be cancelled. In that case, the standard return policy applies.

Refund Processing

Refunds are issued only if the item passes the quality-control inspection and meets all return requirements.

A 15% processing and restocking fee will be deducted from all approved refunds, unless the item is defective or incorrect.

If the item fails inspection due to use, odors, damage, missing packaging, broken seals, or any condition that makes the item unsellable:

  • The return will be rejected.

  • The customer may choose to have the item returned to them at their own shipping cost.

  • If the customer does not request the item back or does not pay the return shipping within 30 days, the item will be considered abandoned and disposed of.

This procedure is intended to comply with applicable EU consumer withdrawal regulations.

Mystery Boxes

Mystery Boxes are non-refundable and non-returnable, where permitted by law.

By purchasing a Mystery Box, the customer acknowledges and agrees that:

  • The contents are random and pre-selected.

  • Dissatisfaction with the items received does not constitute a valid reason for return.

  • Mystery Boxes are considered a special promotional product and may be excluded from the right of withdrawal under EU consumer law where permitted.

Returns or refunds will not be accepted for Mystery Boxes, except in cases where the entire box is defective or incorrect upon delivery.

If a Mystery Box arrives damaged, incomplete, or incorrect, the customer must notify us within 48 hours of delivery, providing:

  • Order number

  • Clear photos of the issue

  • Photos of the packaging and shipping label

Claims submitted after 48 hours cannot be processed.

Refund Processing Time

At Odorvex, we aim to handle all returns as efficiently as possible.

After submitting your return request via email to odorvex@gmail.com, please allow 10–14 business days for review and return instructions, including a return label if applicable.

After the item is returned and delivered, please allow up to 10 business days for inspection and approval.

Once approved, the refund will be issued to your original payment method.

Processing times may vary depending on order volume and carrier delays.