Refund policy

Multisany manufactures to order for hospitality accounts, and fragrance is a product that cannot be resold once a container has been opened. This policy is written around that fact rather than around a retail return counter.

What can be returned

Returns are accepted only on orders of one box (six 32 oz bottles) or less. Orders of more than one box are final sale and cannot be returned, except when the product is defective, damaged in transit or shipped in error.

Eligible product may be returned within 14 days of delivery, in original packaging, free of retail marking, tape residue and label damage.

An opened bottle may be returned provided it has not been put into service — that is, the product has not been sprayed, decanted or otherwise consumed. A bottle that has been in use on a property cannot be returned, even if it is nearly full, because it cannot be supplied to anyone else.

How to start a return

Email sales@luxuryhotelsignature.com with the order number and the lot number printed on the box. We issue a return authorisation and the address to ship to. Product returned without an authorisation cannot be credited, because we have no way to match it to an order.

Who pays

Return freight is the buyer's responsibility. There is no restocking fee.

If the return is our error — wrong fragrance, wrong fixation line, wrong count, or product damaged in transit — we pay the freight both ways and there is nothing for you to recover.

Refunds

Once the return arrives and the condition is verified, the refund goes back to the original payment method within ten business days.

Damage and shortage

Inspect the pallet or carton at delivery. Report visible damage or a short count within 5 business days, with photographs of the outer packaging and of the box label. Carrier claims have a filing window and we cannot recover a claim reported after it closes.

What this policy does not cover

Fragrance preference. Scent is subjective and it is why we send sample kits at no charge before an order. Ask for the kit — it exists so that nobody buys twenty boxes of the wrong accord.

Special and custom orders

Draft orders for in-between quantities, and any fragrance produced to a custom specification, are final sale unless the product is defective.

Questions: sales@luxuryhotelsignature.com · (407) 813-6079