Refund policy

RETURN & REFUND POLICY

Last Updated: 11 September 2026

Thank you for shopping with TRU ICON™.

TRU ICON™ sells two different categories of products:

Consumer fragrance products, including fragrance discovery sets and individually decanted fragrances; and

Commercial fragrance solutions, including perfume vending machines, commercial scent diffusers, scent oils, refills, custom scenting projects, installation, configuration and related services.

Because these products are very different, different return and refund rules apply.

Nothing in this policy limits any mandatory consumer rights provided by applicable Estonian or European Union law.

PART I — FRAGRANCE DISCOVERY SETS & DECANTED PERFUMES

1. Your 14-Day Right of Withdrawal

If you purchase a TRU ICON™ fragrance product online as a consumer, you generally have the right to withdraw from an eligible purchase within 14 days of receiving your order, without giving a reason.

This right is subject to statutory exceptions, including the exception applicable to certain sealed products that are unsuitable for return for health-protection or hygiene reasons once unsealed.

This exception is particularly relevant to personal-use cosmetic and fragrance products.

If you exercise your statutory right of withdrawal after your order has already been dispatched, this does not mean that you may keep the products without payment.

If the order has already left our warehouse, you must return the eligible products to TRU ICON™ in accordance with our return instructions.

For an ordinary change-of-mind withdrawal:

  • the customer is responsible for the direct cost of returning the goods, where this has been communicated before purchase;
  • the fragrance set must remain eligible for return under this policy;
  • any applicable hygiene or tamper-evident seal must remain intact where the statutory hygiene exception applies; and
  • the customer must return the goods within the applicable statutory return period.

TRU ICON™ may withhold reimbursement until we have received the returned goods or the customer provides evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.

If the fragrance product has been opened, sprayed, tested or the applicable hygiene seal has been broken, the statutory withdrawal right may no longer apply where the health/hygiene exception applies.

Simply notifying TRU ICON™ that you wish to withdraw from the purchase does not entitle you to keep the goods without payment.

2. Important: TRU ICON™ Fragrance Sets Are Personal-Use Products

TRU ICON™ fragrance sets contain perfume that has been professionally decanted into TRU ICON™ atomizers for personal application.

For hygiene, product-integrity and safety reasons, we cannot resell a fragrance set as new once the relevant sealed product packaging has been opened and the fragrances may have been accessed, sprayed or tested.

Where the statutory health/hygiene exception applies, your right to return the fragrance set for a simple change of mind ends once the relevant hygiene or tamper-evident seal has been broken or removed after delivery.

Therefore:

If you think you may wish to return your fragrance set, do not break the hygiene seal, open the sealed set, spray the atomizers or test any of the fragrances.

Opening the courier box or shipping parcel solely to check what was delivered does not by itself mean that you have opened the sealed fragrance set.

Estonian consumer guidance specifically lists opened sealed cosmetics among the products for which the 14-day withdrawal right may not apply.

3. When a Fragrance Set Cannot Be Returned for Change of Mind

Where the statutory health/hygiene exception applies, we do not accept change-of-mind returns or exchanges after the relevant seal has been broken.

This includes situations where:

  • the outer hygiene or tamper-evident seal of the fragrance set has been broken;
  • one or more atomizers have been removed from sealed packaging;
  • a fragrance has been sprayed or tested;
  • an atomizer has been used on skin, clothing or a test surface;
  • the product has otherwise been opened in a way that means it can no longer reasonably be resold as an unopened personal-use fragrance product.

A return is also not available simply because, after opening or testing the set:

  • you do not like one or more of the fragrances;
  • a fragrance smells different from what you expected;
  • the fragrance develops differently on your skin;
  • you find a fragrance too sweet, fresh, dark, strong, light or unusual;
  • another person does not like the fragrance;
  • you decide that another TRU ICON™ set would suit you better; or
  • you change your mind after trying the fragrances.

Personal fragrance preference is not, by itself, a problem with the product.

This is exactly why TRU ICON™ offers smaller discovery formats: so you can properly wear and experience fragrances before deciding whether a full bottle is right for you.

4. When a Fragrance Set Can Be Returned

If your fragrance set remains completely sealed and unused, and no statutory exception prevents withdrawal, you may exercise your right of withdrawal within the applicable 14-day period.

For a return of a sealed fragrance set, the following must remain intact where applicable:

  • the hygiene/tamper-evident seal;
  • the TRU ICON™ pouch, box or product packaging;
  • all fragrance atomizers included in the set;
  • any included components supplied as part of the product.

The atomizers must not have been sprayed, tested or otherwise used.

Please do not break the seal merely to smell the fragrances if you are considering returning the set.

If a customer misrepresents the condition of a returned product—for example, by claiming that a product is unopened when the hygiene seal has in fact been broken, replaced, altered or tampered with—TRU ICON™ reserves the right to reject the return where legally permitted and investigate the circumstances of the return.

Where the statutory hygiene exception does not apply but the consumer has handled or used the goods beyond what is necessary to establish their nature, characteristics and functioning, TRU ICON™ reserves the right to claim compensation for any resulting diminished value to the extent permitted by applicable law.

Nothing in this section limits a customer's mandatory rights where the wrong product was supplied, an atomizer arrived leaking or damaged, or another genuine problem exists with the order.

5. Returning Part of a Fragrance Set

TRU ICON™ fragrance sets are sold as complete curated products.

For example, if you purchase a five-fragrance set and decide you like four fragrances but not the fifth, you cannot return only the fragrance you dislike.

Likewise, once a sealed set has been opened and the fragrances accessed or tested, it cannot ordinarily be exchanged for another TRU ICON™ set merely because you prefer a different selection, where the statutory hygiene exception applies.

Where a set remains eligible for withdrawal, the complete set must be returned.

6. Mystery Samples and Complimentary Samples

Some TRU ICON™ orders may include a complimentary mystery sample or other free fragrance sample.

Where a complimentary item was supplied because your order met the conditions of a particular promotion, we may require the free promotional item to be returned together with an otherwise eligible return, where permitted by law.

Opening a complimentary sample does not automatically determine the legal status of the main purchased product, but the treatment of any promotional benefit may depend on the circumstances of the return.

7. How to Request a Return

To exercise an eligible right of withdrawal, contact us at:

Email: support@truiconofficial.com

Please include:

  • your full name;
  • your order number;
  • the fragrance set or product you wish to return; and
  • a clear statement that you wish to withdraw from the purchase.

You do not need to provide a reason when exercising a statutory right of withdrawal.

For fragrance products, we may ask you to provide photographs showing that the applicable hygiene/tamper-evident seal remains intact before you send the item back.

This is to help confirm the condition of the fragrance product before return shipping.

Please contact us before sending anything so we can provide the correct return address and instructions.

8. Return Shipping for Unopened Fragrance Products

For an ordinary change-of-mind return, the customer is responsible for the direct return shipping cost, provided this has been communicated as required by law. EU/Estonian rules allow the direct cost of return to be placed on the consumer when properly disclosed.

We strongly recommend using a tracked service.

Because perfumes commonly contain alcohol and some carriers restrict or regulate perfume shipments, you must use a carrier and shipping method that accepts the product being returned.

TRU ICON™ is not responsible for a return parcel that is lost because the customer selected an untracked service, subject to applicable mandatory law.

9. Refunds for Eligible Unopened Returns

If you validly withdraw from an eligible purchase, we will refund the amounts required under applicable law.

This generally includes:

  • the price paid for the eligible returned product; and
  • the original delivery charge up to the cost of the least expensive standard delivery option offered by us.

If you selected express or premium delivery, we do not have to reimburse the additional cost above our least expensive standard delivery option.

Refunds must generally be made no later than 14 days after we are informed of the withdrawal, although we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, where permitted by law.

Refunds will normally be made to the original payment method.

Your bank or card provider may take additional time to display the refund after TRU ICON™ has processed it.

10. Exchanges Between Fragrance Sets

We do not operate an open-ended “try it and exchange it” system.

If you purchase, for example, the Sweet Set, open it, test the fragrances and later decide that you would rather have the Fresh Summer Set, this does not normally create a right to exchange the opened product.

Where the original fragrance set remains completely sealed and eligible for withdrawal, contact us and we may arrange either:

  • return of the sealed set followed by a refund; or
  • another exchange arrangement agreed with you.

Any exchange offered voluntarily by TRU ICON™ does not limit your mandatory legal rights.

ORDER PROBLEMS

11. Wrong Fragrance, Missing Item, Leakage or Shipping Damage

The rules above relate primarily to change-of-mind returns.

They do not mean that TRU ICON™ can simply ignore a genuine order problem.

Please contact us if:

  • you ordered one fragrance but received another;
  • you ordered a five-fragrance set but one atomizer is missing;
  • the wrong size was supplied;
  • an atomizer arrived empty because of leakage;
  • the bottle or atomizer was materially damaged in transit;
  • an atomizer's spray mechanism does not work properly upon receipt; or
  • another objective issue means the order does not correspond to what you purchased.

For visible leakage or transport damage, please contact us as soon as reasonably possible, ideally within 48 hours, because early photographs make it much easier for us to investigate the shipment with the carrier.

The 48-hour request does not remove any mandatory consumer rights.

Please provide where possible:

  • order number;
  • photographs of the affected atomizer;
  • photographs of the parcel and internal packaging;
  • photograph of the shipping label; and
  • a short description or video showing the issue.

We will review the situation and provide the remedy required under applicable law.

12. What Does Not Count as an Order Problem

Fragrance perception is highly subjective.

A fragrance is not automatically considered incorrect or problematic because:

  • you personally dislike it;
  • it smells different on your skin than expected;
  • you expected it to smell sweeter, fresher, darker or stronger;
  • you do not receive the compliments you expected;
  • its perceived projection or longevity differs from another person's experience;
  • reviews or social-media descriptions gave you a different impression;
  • you simply prefer another fragrance.

The fragrance descriptions on our website are intended to help communicate the general character of a fragrance, but individual perception and wearing experience naturally vary.

This does not affect your rights where the actual product supplied is objectively different from what was ordered or otherwise subject to mandatory consumer remedies.

PART II — PERFUME VENDING MACHINES

13. Commercial Perfume Vending Machine Orders

TRU ICON™ supplies perfume vending machines primarily as commercial products for businesses and professional operators, including hotels, gyms, spas, nightclubs, bars, restaurants, casinos, shopping centres, event venues and other commercial spaces.

A vending-machine project may involve more than the physical machine itself, including:

  • machine configuration;
  • card or coin payment systems;
  • fragrance configuration;
  • pricing configuration;
  • custom branding;
  • colours or graphics;
  • installation preparation;
  • sourcing;
  • freight;
  • setup;
  • technical configuration;
  • maintenance support;
  • replacement components; and
  • ongoing fragrance sourcing or refill support.

Because these projects vary significantly from customer to customer, TRU ICON™ does not provide a general B2B change-of-mind return right for perfume vending machines.

The return, cancellation, refund, warranty and replacement conditions for each vending-machine project are governed by the quotation, order confirmation, purchase agreement or other contract agreed with that particular customer.

14. Customised Vending Machines

Some perfume vending machines may be manufactured, branded or configured specifically for a customer.

Examples include:

  • customer logos;
  • custom printed graphics;
  • custom colours;
  • custom screen/interface configuration;
  • payment-system configuration;
  • customer-specific fragrance configuration;
  • hardware options;
  • customer-specific instructions or branding.

Once manufacturing, sourcing or customisation has begun, cancellation or refund may be restricted or unavailable depending on the agreement entered into for that project.

Deposits may also become partly or fully non-refundable where this is stated in the relevant commercial agreement and permitted by applicable law.

15. Vending Machine Delivery Damage or Technical Problems

If a commercial perfume vending machine arrives visibly damaged or there is an objective technical issue with the equipment, the customer should follow the notification and inspection procedure stated in the applicable commercial agreement.

Depending on the agreed terms and circumstances, TRU ICON™ may coordinate:

  • troubleshooting;
  • replacement parts;
  • technical assistance;
  • manufacturer support;
  • repair;
  • replacement equipment; or
  • another agreed remedy.

The exact warranty and after-sales arrangement depends on the machine and individual project.

PART III — COMMERCIAL SCENT DIFFUSERS & SCENTING SOLUTIONS

16. Commercial Scent Diffuser Orders

TRU ICON™ supplies commercial scenting systems for locations such as hotels, spas, gyms, casinos, dealerships, shopping centres, clinics, offices, restaurants, massage rooms, retail spaces and other businesses.

Products and services may include:

  • wall-mounted scent diffusers;
  • freestanding scent machines;
  • larger professional scenting systems;
  • fragrance oils;
  • scent refills;
  • hotel-room fragrance products;
  • scent selection;
  • machine configuration;
  • installation;
  • maintenance; and
  • ongoing refill supply.

These are primarily commercial transactions and are therefore governed by the individual quotation, order confirmation or contract agreed with the customer.

There is no general TRU ICON™ B2B change-of-mind return period unless we expressly agree to one for the particular transaction.

17. Opened Commercial Fragrance Oils & Refills

Commercial fragrance oils and refills are consumable products.

Unless otherwise agreed in writing, commercial customers should not assume that an opened or partially used fragrance oil or refill can be returned merely because:

  • the business later decides it prefers another scent;
  • employees or customers prefer another scent;
  • the scent is perceived differently in the actual premises;
  • the business changes its scenting concept; or
  • the business changes its mind after opening or using the product.

This is one reason TRU ICON™ may provide sampling, scent selection or consultation before a larger commercial order.

The exact return conditions for commercial scent oils and refills are governed by the applicable order terms or contract.

18. Custom Hotel, Spa & Business Scenting Projects

Some TRU ICON™ scenting projects may involve customer-specific work, including:

  • selecting fragrances for a particular property;
  • developing or sourcing a particular scent direction;
  • custom-labelled reed diffusers or room products;
  • custom branding;
  • private-label products;
  • customised oils;
  • specially sourced stock;
  • equipment configured for a particular premises; or
  • installation or setup work.

Because TRU ICON™ may incur manufacturing, sourcing, sample, branding, freight or setup costs specifically for one customer, cancellation and refund conditions will be agreed for the individual project.

Once bespoke production or sourcing has commenced, some payments or deposits may become non-refundable according to the applicable agreement.

19. Commercial Samples

Where TRU ICON™ supplies or arranges scent samples for a commercial customer to evaluate before placing a larger order, the terms applicable to those samples will be communicated separately.

Sample charges, shipping charges and sourcing expenses may be non-refundable where agreed in advance.

Evaluation of scent samples does not automatically create a right to return a later commercial bulk order unless such a right is expressly included in the relevant agreement.

PART IV — B2B CONTRACTS

20. Individual Commercial Agreements Take Priority

TRU ICON™ commercial projects are frequently tailored to the customer's requirements.

Accordingly, for:

  • perfume vending machines;
  • commercial diffusers;
  • scenting systems;
  • fragrance oils;
  • refills;
  • custom hotel fragrance products;
  • installation;
  • maintenance;
  • private-label products; and
  • other B2B solutions,

the applicable quotation, order confirmation, signed agreement or project-specific terms determine the return, cancellation, refund, warranty and after-sales arrangements.

Where individually agreed commercial terms differ from this general policy, those individually agreed terms will prevail to the extent permitted by applicable law.

PART V — GENERAL

21. Sale Prices and Promotions

Buying a TRU ICON™ fragrance set during a discount, sale or promotion does not by itself remove mandatory consumer rights.

The normal rules concerning sealed personal-use fragrance products and statutory withdrawal exceptions still apply.

22. Uncollected Orders

Simply failing to collect a parcel does not necessarily constitute a valid exercise of the consumer's right of withdrawal.

If you want to withdraw from an eligible purchase, please communicate that decision clearly to us.

If your order is returned because:

  • it was not collected;
  • the delivery address was incorrect;
  • delivery was repeatedly unsuccessful; or
  • the parcel was refused,

please contact us to arrange the next step.

Any reshipping or return charges will be handled according to applicable law and the circumstances of the order.

23. Complaints

If something has gone wrong with your TRU ICON™ order, please contact us first.

We would much rather inspect the issue and find an appropriate solution than have you left with an unresolved problem.

Email: support@truiconofficial.com

For fragrance orders, please include your order number and photographs where relevant.

For vending machines or commercial scenting projects, please include your company/project details and refer to your applicable quotation or agreement.

24. EU Consumer Rights

TRU ICON™ primarily serves customers within the European Union.

For consumer purchases, mandatory EU and national consumer-protection rights apply where legally relevant.

Nothing in this policy is intended to remove or reduce any right that cannot legally be excluded.

EU law generally provides a 14-day withdrawal right for qualifying distance purchases, while also allowing specified exceptions, including qualifying sealed products unsuitable for return for health/hygiene reasons once opened.

25. Contact

TRU ICON™
Email: support@truiconofficial.com
Country: Estonia