Politique de remboursement
Last updated: September 2026
At FIOLE 01, each order is carefully prepared and packaged to ensure that your products arrive in excellent condition. We stand behind the quality of our products and want every purchase to be handled with care from the moment it leaves us until it reaches you.
If you need to request a return or report an issue with your order, please review the policy below.
1. 15-Day Return Policy
We accept eligible return requests within 15 days of delivery.
To be eligible for a return, your item must be:
- unopened and unused;
- in its original condition;
- undamaged;
- returned with its original packaging and all included components; and
- accompanied by proof of purchase or your order number.
The 15-day return period begins on the date the carrier confirms delivery of your order.
Opening or using a fragrance product makes it ineligible for a change-of-mind return. This restriction does not affect your rights regarding products that are defective, damaged, incorrect, or otherwise covered by applicable consumer protection laws.
2. How to Request a Return
To request a return, please contact FIOLE 01 Customer Care Contact@Fiole01.com before sending anything back.
Include your name, order number, the product you wish to return, and the reason for your request.
If your return is eligible, we will provide you with return instructions and the appropriate return address.
Please do not send products back without first receiving return instructions from us.
The customer is responsible for ensuring that the returned product is securely packaged so that it is not damaged in transit.
3. Return Shipping
For standard returns, including change-of-mind returns, return shipping costs are the responsibility of the customer.
We recommend using a trackable shipping service and retaining your shipping receipt until your return has been processed.
FIOLE 01 is not responsible for return packages that are lost or damaged while being shipped back to us when the return transportation was arranged by the customer.
Original shipping charges, if any, are not refundable for standard returns, except where otherwise required by applicable law.
If the return results from an error by FIOLE 01 or an eligible product was received damaged, defective, or incorrect, the customer will not be required to bear return shipping costs where applicable.
4. Damaged, Broken, Leaking or Defective Products
We carefully inspect and package our products before shipment. However, we understand that damage can occasionally occur during transportation.
If your order arrives broken, damaged, leaking, defective, or otherwise compromised, please contact us as soon as reasonably possible after discovering the issue.
To help us assess and resolve the issue quickly, please provide:
- your order number;
- a clear description of the issue;
- clear photographs of the affected product; and
- photographs of the product packaging and shipping package, when relevant.
In certain circumstances, we may request a short video if the issue cannot be adequately demonstrated through photographs.
Please keep the affected product and its packaging until we have completed our assessment, as they may be required to process the claim.
Once the issue has been verified, we will provide an appropriate remedy, which may include a replacement or refund, depending on the circumstances and your rights under applicable law.
There will be no additional product or shipping charge to the customer for an approved replacement resulting from a product that arrived damaged, defective, or incorrect.
5. Incorrect or Missing Items
If you receive the wrong product or an item is missing from your order, please contact us as soon as possible.
Provide your order number along with a photograph of the products and package you received when appropriate.
Once the issue has been verified, FIOLE 01 will take the necessary steps to correct the order at no additional cost to you.
6. Non-Returnable Items
Unless the product is defective, damaged, incorrect, or otherwise protected by applicable law, we cannot accept returns of:
- opened fragrance products;
- used products;
- products damaged after delivery;
- products that have been altered or modified;
- products that are missing original components;
- products not returned in their original packaging;
- products showing signs of improper handling or misuse; or
- products for which a return request is made more than 15 days after delivery.
Products marked Final Sale, if any, are also non-returnable for change-of-mind purchases, subject to applicable consumer protection laws.
7. Fragrance Preference
Fragrance is subjective, and scent perception can vary significantly from one person to another.
A personal preference regarding a fragrance , including finding a fragrance too strong, too subtle, or simply not to your taste , does not by itself mean that the product is defective.
If you change your mind about a fragrance, you may return it within the 15-day return period provided that the product remains completely unopened, unused, undamaged, and otherwise meets the conditions of this policy.
Once opened or used, a product cannot be returned solely because of fragrance preference.
8. Refunds
Once your return is received, we will inspect the product to confirm that it meets the eligibility requirements of this policy.
We will then notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method used for the purchase.
Please allow up to 5 business days after inspection for FIOLE 01 to process an approved refund. Your bank, credit card issuer, or payment provider may require additional time before the funds appear in your account.
FIOLE 01 does not control processing times imposed by financial institutions.
For standard returns, original shipping charges and return shipping costs are not refundable unless required by applicable law.
9. Exchanges
We do not currently offer direct exchanges for change-of-mind purchases.
If you would like a different fragrance or product, you may return an eligible unopened product according to this policy and place a new order separately.
This does not apply to products that arrive damaged, defective, or incorrect, for which we will provide an appropriate resolution.
10. Order Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible after placing it.
We will make reasonable efforts to accommodate your request. However, because orders may be processed quickly, we cannot guarantee that an order can be modified or cancelled once preparation or fulfillment has begun.
Once an order has shipped, it can no longer be cancelled and the applicable return conditions will apply after delivery.
11. Returned-to-Sender Packages
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If a package is returned to FIOLE 01 because of an incorrect or incomplete address provided by the customer, an unclaimed package, or another delivery issue attributable to the recipient, additional shipping charges may apply if the customer requests reshipment.
We will contact you when a returned package is received to determine the appropriate next step.
This provision does not apply where the delivery problem resulted from an error by FIOLE 01 or where applicable law provides otherwise.
12. Lost or Undelivered Orders
If your order appears to be lost or has not arrived within the expected delivery period, please contact us so that we can review the shipment and, where appropriate, open an investigation with the carrier.
Please note that consumer rights relating to delayed or undelivered online purchases may apply independently of this policy.
For example, Québec law provides specific cancellation rights for certain online purchases that are not delivered within the legally prescribed period, and in qualifying cases the merchant must reimburse the consumer and cover reasonable return costs.
13. Legal Warranties
Nothing in this Return & Refund Policy is intended to restrict rights available to consumers under applicable law.
Products purchased from FIOLE 01 are subject to any legal warranties that apply to them, including applicable warranties relating to their intended use, reasonable durability, conformity with their description, and hidden defects.
In Québec, these legal warranties apply automatically and without additional charge.
Our voluntary 15-day return policy is separate from these legal rights. The expiration of the 15-day return period does not eliminate rights that a customer may have regarding a defective product under applicable consumer protection law.
14. Marketplace Purchases
This policy applies to purchases made directly through the FIOLE 01.COM.
Orders placed through third-party marketplaces or sales channels may also be subject to that platform's applicable return, refund, and dispute-resolution rules.
Where a marketplace's mandatory rules apply to an order, those rules will be respected.
15. Contact Us
If you have questions about a return, refund, damaged product, or order issue, please contact:
FIOLE 01 Customer Care
Email: Contact@Fiole01.com
Please include your order number whenever contacting us about an existing purchase so that we can assist you as efficiently as possible.