Refund policy

OUR PROMISE IN BRIEF

Try before you commit. Every 01 Extrait order includes a 2ml Discovery Vial and a sealed 30ml flacon, shipped together in a presentation box. Try the vial first and keep the flacon sealed until you decide.

Not for you? Return the sealed, unused flacon within 30 days of delivery for a full refund of the amount you paid. The vial is yours to keep. We arrange and cover the return. (Section 3)

Also refundable if we fail to dispatch an in-stock order within 4 weeks of payment (Section 5), or if the product is faulty (Section 2). No fee applies.

Fair use: one Discovery Guarantee return per fragrance per household.

The Founders: owning a numbered 01 Extrait flacon from the Founding Edition makes you one of the Founders, with a private listing in the Founders' Room. The Room opens after every numbered flacon has been delivered and its 30-day Discovery Guarantee period has ended. (Terms of Service, Section 8)

Your rights under the Australian Consumer Law are not affected. Please read the full policy below.

1. Key terms

Total Paid is the amount you paid for your order, as shown at checkout and in your order confirmation email.
Flacon means the sealed 30ml bottle of 01 Extrait.
Discovery Vial means the 2ml vial included with your order.
Founding Edition is the first release of 01 Extrait: 200 individually numbered flacons (No. 001 to No. 200). No. 001 is the House flacon and is not for sale.

Refunds are given under this policy and the Australian Consumer Law. Your card provider's standard buyer protections apply in addition.

2. Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Those rights apply in full and cannot be excluded.

(a) You are entitled to a remedy if goods fail a consumer guarantee, including that they are of acceptable quality, match their description, and are fit for purpose.

(b) For a major failure (including goods that are unsafe, significantly different from their description, or that a reasonable consumer would not have bought had they known of the failure), you may choose a replacement or a refund, and may claim compensation for other reasonably foreseeable loss or damage.

(c) For a minor failure, we may choose to repair, replace or refund within a reasonable time. If we do not, you may choose a replacement or refund, or have the problem fixed elsewhere and recover the reasonable cost from us.

(d) The time limits in Sections 3 and 7 apply only to our voluntary guarantees. They do not limit the time you have to claim a remedy for a faulty product.

3. The Discovery Guarantee

(a) Try the Discovery Vial first. Keep the flacon sealed until you are sure.

(b) If the fragrance is not for you, return the unopened, sealed and undamaged flacon in its original packaging within 30 days of delivery for a full refund of Total Paid. The 30 days starts on the delivery date, not the purchase date.

(c) The Discovery Vial is yours to keep. It does not need to be returned and is not refunded separately.

(d) We cover the return. Once your return is approved, we arrange everything needed to get it back to us at no cost to you. If you arrange your own return, we reimburse your reasonable costs on presentation of a receipt.

(e) Fair use: one return per fragrance per household. We may refuse further voluntary returns where we reasonably suspect abuse.

To start a return, email studio@ferrucciosimonello.com with your order number.

4. What is not covered

Flacons that have been opened, used or damaged are not eligible under Section 3. This does not affect your rights under Section 2 for a faulty product.

We do not offer exchanges. Your remedy under this policy is a refund.

5. Orders for in-stock products

Where a product is described as in-stock at checkout, dispatch and delivery times are as shown at checkout and run from the date your payment is charged. If we have not dispatched within 4 weeks of that date, you are entitled to a full refund of Total Paid on request.

6. Pre-launch orders

Where a product is described at checkout as pre-launch or pre-order:

(a) Any timeframe shown is an estimate and may change. No fixed dispatch date is promised.

(b) We will email you when your order is ready to dispatch, or if there is a material change under Section 7.

(c) You may cancel at any time before dispatch for a full refund of Total Paid. No fee applies. This includes where dispatch has not occurred within 8 weeks after the end of our estimated dispatch window.

(d) If 01 Extrait does not proceed for any reason, all pre-launch orders will be refunded in full to the original payment method within 5 business days of our decision, and we will notify you by email.

7. Changes before dispatch

Final refinements may be made between order and dispatch. This section applies to in-stock and pre-launch orders.

(a) If the product differs meaningfully from its description at the time of your order (including concentration, size, key olfactive profile and natural materials), we will email you before dispatch. If you do not want the product as revised, you may choose a full refund of Total Paid by telling us within 14 days of our notice. If we do not hear from you within 14 days, we will dispatch the product as revised.

(b) If a meaningful difference was not notified before dispatch, you may choose a full refund of Total Paid by telling us within 14 days of discovering it, provided the flacon is sealed and unused. If it has been opened or used, we may offer a partial refund or store credit at our discretion, except where Section 2 entitles you to a full refund.

(c) Minor natural variations between batches, such as a slight difference in the colour of the liquid, are not a meaningful difference.

8. How refunds are paid

(a) Approved refunds are issued within 5 business days of approval to the original payment method and equal Total Paid, unless this policy or the law says otherwise. When the funds appear depends on your bank.

(b) For Discovery Guarantee returns, we refund Total Paid, you keep the Discovery Vial, and we cover return costs under Section 3(d).

(c) For faulty products, we refund Total Paid and cover the reasonable cost of returning the product. We do not charge a restocking fee.

9. How to start a return or make a claim

Email studio@ferrucciosimonello.com with your order number. For a faulty, damaged or incorrect product, include photos and a short description of the problem.

We will reply within 2 business days with a return address or prepaid label and instructions. Fragrance is classed as dangerous goods and cannot be sent by standard post, so please do not post the return yourself. Wait for our instructions, which will name a suitable courier.

We will assess any claim for a faulty product and arrange a repair, replacement or refund under Section 2. We arrange and pay for the return of faulty goods.