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Refund policy

1. RETURN & REFUND POLICY

Last Updated: August 24, 2026

At House of Shivano, we want you to feel confident in your purchase. Because fragrance is a personal-use product, we maintain the following return policy to protect the quality and integrity of every product we sell.

30-Day Return Policy

We accept returns within 30 days of delivery provided that the product is:

  • Unopened
  • Unused
  • In its original packaging
  • In resalable condition

Fragrances that have been opened, sprayed, tested, used, or removed from their original protective packaging are not eligible for return or refund, except where required by law or where the product arrived damaged or defective.

Return Authorization

Before returning an item, please contact:

Team@HouseOfShivano.com

Include your order number and reason for the return.

Returns sent without prior authorization may be refused.

Return Shipping

For standard returns, customers are responsible for return shipping costs.

Original shipping charges are non-refundable unless the return resulted from an error by House of Shivano.

We recommend using a trackable shipping service. We are not responsible for return packages that are lost before reaching us.

Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original method of payment.

Please allow approximately 5–10 business days after the refund is processed for the credit to appear on your account. Processing times depend on your bank or payment provider.

Non-Returnable Products

The following are final sale:

  • Opened or used fragrances
  • Samples and sample-size products
  • Complimentary products
  • Gift cards
  • Promotional gifts
  • Items specifically marked "Final Sale"

Fragrance Preference

Fragrance is subjective and may smell different depending on skin chemistry, environment, application, and individual preference.

Disliking the scent after opening or using the full-size bottle does not make the product eligible for return.

Damaged or Incorrect Products

Damaged, defective, leaking, or incorrect products are handled under our Damaged, Lost & Incorrect Order Policy below.

DAMAGED, LOST, STOLEN & INCORRECT ORDER POLICY

Last Updated: August 24, 2026

We take great care when packaging our products. If something goes wrong during delivery, please contact us promptly.

Damaged or Leaking Products

If your fragrance arrives broken, damaged, leaking, defective, or otherwise unusable, contact us within 7 days of delivery at:

Team@HouseOfShivano.com

Please provide:

  • Your order number
  • Photos of the shipping box
  • Photos of the product packaging
  • Photos clearly showing the damage or leakage
  • A brief description of the issue

Please keep the product and all original packaging until your claim has been resolved.

After reviewing the claim, we may provide a replacement, refund, store credit, or another appropriate remedy.

Customers will not be charged additional shipping when we confirm that a product arrived damaged or defective.

Incorrect Item Received

If we sent you an incorrect product, contact us within 7 days of delivery.

Please do not open or use the incorrect product.

Once verified, we will provide instructions and arrange an appropriate replacement or refund.

Missing Items

If an item is missing from your order, contact us within 7 days of delivery so we can review the shipment.

Lost Packages

If carrier tracking does not show delivery and the package appears to be lost, contact us.

We may initiate an investigation or claim with the shipping carrier before issuing a replacement or refund.

Packages Marked Delivered

If tracking shows your package as delivered but you cannot locate it, we recommend checking around the delivery location, with household members, neighbors, building staff, mailrooms, and the carrier.

Please then contact us at Team@HouseOfShivano.com if the package remains missing.

We will review the circumstances and may assist with a carrier investigation.

A carrier's "Delivered" scan does not automatically guarantee a replacement or refund, but nothing in this policy limits any rights you may have under applicable law.

Fraudulent Claims

We reserve the right to refuse claims when there is reasonable evidence of fraud, policy abuse, false information, or repeated suspicious claims.

4. ORDER CANCELLATION & CHANGE POLICY

Last Updated: August 24, 2026

We begin processing orders quickly.

If you need to cancel an order or change the shipping address, contact us immediately at:

Team@HouseOfShivano.com

Please include your order number.

We will make reasonable efforts to accommodate your request, but changes or cancellations are not guaranteed once an order has entered fulfillment or been shipped.

Once an order has shipped, it cannot be canceled.

Eligible products may still be returned in accordance with our Return & Refund Policy.

We reserve the right to cancel an order due to suspected fraud, payment issues, inventory errors, pricing errors, shipping restrictions, or other circumstances that prevent us from completing the transaction.

If we cancel an order after payment has been collected, the applicable amount will be refunded.