Refund policy

Refund and Exchange Policy

At Fortier Germane, we want to keep things fair and transparent for both you and us. Please read our full policy before placing an order.

📦 Order Cancellations
 • Orders can only be canceled if they have not yet been processed or shipped. If you need to cancel, contact us immediately at contact@fortiergermane.com.
 • Once your order is in the hands of the shipping carrier, we can no longer cancel it.

 

🚚 Refunds & Replacements
Refunds or replacements are only issued if:
 • Your item has not shipped yet and you requested a cancellation.
 • We made an error (e.g., wrong scent, size, or item received).
 • An item is out of stock—we’ll automatically refund you.
 • An order has remained unshipped for more than 7 business days (excludes pre-orders).

📸 Photos must be provided for any issues involving incorrect or damaged items.

 

🛑 All Sales Are Final
All orders are final, including unused and unopened samples/decants/fragrances.

We guarantee 100% authenticity, but we cannot guarantee you’ll like the scent, which is the point of sampling. Not a fan of the fragrance? You can:
 • Spray it after a dump
 • Gift it
 • Sell it second-hand
 • Donate it

The good thing is that you're still saving tons of money compared to purchasing full-sized bottles.

 

📍 Wrong Address Policy
 We copy and paste exactly what you enter at checkout.

 • If you made a typo or entered the wrong address, contact us ASAP. If the package hasn’t shipped yet, we can fix it manually for you.
 • Mistakes happen but in order to be fair for both accounts, if the item has already been handed to USPS/UPS/FedEx, there are 2 options. If package interception succeeds and we get the item back, you can pay for another shipping label to have it be sent out to you again to your new address or you can ask for a refund instead but you will only be refunded for the items and not the shipping costs. If package interception is unavailable with the shipping carrier, the customer can try and forward the address to the original address they wished to send it to but we are no longer responsible for the item.

 

📬 Tracking says “Delivered” But Can’t Find It?
To be fair for both parties, once an order's tracking status is updated to 'Delivered,' we cannot offer replacements or refunds for packages. Once an order is marked delivered by the carrier, all claims must be directed to the shipping provider for investigation. Contact your local USPS if you're unable to locate your package as they can track GPS coordinates for you or may have you wait a couple of days for it to show up. In the meantime, if your package shows a delivered status but you can't find it, your carrier may have placed it in a safer location. Please check:

  • Garage
  • With others in your household
  • Mailbox - Packages may come separately from your regular mail; check again later in the day
  • Porch
  • Areas protected from weather
  • Areas out of street view, such as under a mat or near a back entrance
  • Exterior doors and any locations where the package could be placed

If you have a multi-unit community mailbox and there is a key in your regular mail compartment, your package is in a parcel locker. Check the key tag for the corresponding locker number and open that locker. If you live in an apartment/condo, contact your building's management office to see if the package was left with them.

 

📦 Returns
Due to the nature of our products, we do not accept returns unless there is a mistake on our part.

If a return is approved:
 • You’ll be responsible for return shipping (unless otherwise stated).
 • Items returned without approval will not be accepted.

You can always contact us for any questions at contact@fortiergermane.com

 

📦 Undeliverable Packages
If a package is returned back to us due to:
 • “Insufficient Address”
 • Refused delivery


We will issue a refund for only the product value (excludes shipping cost) once we get the items back to us.  You are welcome to reorder with the correct address.

 

🔧 Damaged Items
Please inspect your package upon delivery. If your item is damaged:
 • Contact us right away with photos or videos
 

Once the issue is verified, we’ll make it right via refund or replacement.


❌ Non-Returnable Items
We cannot accept returns on:
 • Used or opened fragrances/items
 • Custom or personalized orders
 • Sale items or gift cards


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


💸 Refund Timeline

All refund inquiries must be notified to us within 3 days (72 hours) of receiving the items. Anything past that is no longer eligible for a refund/replacement.

Once a return/refund request is received and approved:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved and received, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

❗ We Are Not Responsible For:
 • Lost, delayed, or stolen packages after shipment (please file claims directly with the carrier).
 • Allergic reactions or misuse of products.
 • Customer-provided address errors
 • Orders that say "Delivered".

 

For any concerns or questions, email us at contact@fortiergermane.com. We’re happy to help.