Refund policy

Cancellations, Returns & Refunds Policy

If you have any questions about the policies stated on this page, please reach out to our team directly at salam@wrongsideofcustoms.com.

Wrong Side of Customs offers limited-quantity fragrances sourced directly from Morocco and presented in packaging created specifically for our collections. Because of the nature of our products, our policies reflect both the artisanal character of the fragrances we carry and the realities of sourcing and shipping small-batch products.

Order Cancellations

Customers may request cancellation of an order within 24 hours of purchase, provided the order has not already been fulfilled or shipped.

Cancellation requests are not guaranteed. Once an order has entered fulfillment or has shipped, it can no longer be canceled by the customer.

If a cancellation request is approved, the refund will be issued to the original payment method.

Wrong Side of Customs reserves the right to cancel or decline any order, before fulfillment, at our discretion, including but not limited to suspected fraud, payment issues, inventory errors, pricing or listing errors, suspected unauthorized resale, previous payment disputes or chargebacks, or other circumstances that prevent us from completing the transaction.

If we cancel an order for which payment has already been collected, the applicable amount will be refunded to the original payment method.

Previous chargebacks or payment disputes may result in future orders being declined or canceled.

Nothing in this section limits any rights or remedies available to customers under applicable law.

Returns & Exchanges

All fragrance sales are final except in the case of an item that arrives damaged, defective, or materially different from what was ordered.

Because fragrance perception is inherently subjective, we unfortunately cannot accept returns or exchanges based on scent preference, a change of mind, or buyer’s remorse.

We strongly encourage customers who are unfamiliar with a fragrance to purchase a sample or discovery size when available before committing to a full bottle.

We do not accept discretionary returns of correctly supplied merchandise.

Damaged, Defective or Incorrect Items

Please inspect your order promptly upon delivery. If you believe you received an item that is damaged, defective, or incorrect, please contact Wrong Side of Customs as soon as possible to request assistance.

Please include your order information and a description of the problem. We may request photographs or other reasonable documentation of the product, packaging, shipping carton, leakage, breakage, or other reported issue so that we can evaluate the claim and, when applicable, document damage with the shipping carrier.

Please do not return an item without first contacting us and receiving return instructions.

If a return is required, Wrong Side of Customs will provide instructions for returning the merchandise. When the return results from a confirmed defect, damage, or fulfillment error on our part, the customer will not be responsible for the approved return-shipping cost.

Depending on the circumstances and product availability, an approved claim may be resolved through replacement, exchange, refund, or another mutually agreed resolution.

What Is Not Considered a Defect

Wrong Side of Customs specializes in heritage fragrances sourced directly from independent perfumers and artisans in Morocco, many of whom formulate, blend, fill, and finish their fragrances by hand. These are not mass-produced products manufactured on standardized industrial production lines, and part of their character is the evidence of the human hands and traditional processes behind them.

As a result, you may occasionally notice natural batch-to-batch variation in color, aroma, texture, clarity, or other characteristics; small remnants or sediment from raw materials; or minor irregularities in filling, labeling, label placement, packaging, or other hand-finished elements. These characteristics are normal variations associated with small-batch, handmade and heritage fragrance production and, on their own, are not considered defects.

Similarly, fragrance is subjective and may smell or perform differently depending on skin chemistry, environment, application, maturation, storage, and individual perception. Because many of our fragrances are produced in small batches using traditional methods and raw materials, some degree of variation between batches may also occur.

A fragrance smelling somewhat different from a previous batch, differing from what a customer expected, not being personally enjoyable, performing differently on an individual’s skin, or simply not being the customer’s preferred scent is not, by itself, evidence that the product is defective.

This does not apply to genuine product problems such as significant leakage, a nonfunctioning component, substantial damage, contamination, or receipt of an incorrect product.

Refunds

When a refund is approved, it will be issued to the original payment method. Banks, credit-card issuers, and other payment providers may require additional processing time before the refund appears.

Original shipping charges are nonrefundable except where the refund results from an error by Wrong Side of Customs or where otherwise required by applicable law.

Applicable Consumer Rights

Nothing in this policy is intended to waive or restrict any non-waivable rights available to a customer under applicable consumer-protection law.