Refund policy

Returns & Refund Policy

Last updated: October 2026

At Hotel Feel, we want you to feel confident in every order.

If something isn’t right, our customer care team is here to help.

Returns

We accept eligible return requests within 7 days of delivery.

To qualify for a return, the item must be:

Unused
Unopened
In its original packaging
In resalable condition
Accompanied by proof of purchase

Because fragrance oils are personal-use products, opened or used fragrance bottles cannot normally be returned unless the product is damaged, defective, leaking, or incorrect.

Discovery Set Returns

The Hotel Feel Discovery Set may be returned within 7 days of delivery provided that:

All six fragrance bottles remain unopened and unused
The complete set is returned
The presentation box and packaging remain in their original condition

Discovery Sets containing opened or used fragrances are not eligible for return unless there is a verified product fault or fulfilment error.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, leaking, or incorrect, please contact us as soon as possible after delivery.

Please include:

Your order number
A description of the issue
Clear photographs of the item and packaging

Once reviewed, we may provide a replacement, refund, or other appropriate resolution.

Please do not dispose of the product until your case has been reviewed.

How to Request a Return

Please contact Hotel Feel customer care within 7 days of receiving your order.

Include:

Your name
Order number
Product you wish to return
Reason for the return

If your return is approved, we will provide return instructions.

Please do not send products back without prior approval.

Return Shipping

Unless the item is damaged, defective, or incorrect, the customer is responsible for return shipping costs.

Original shipping charges are generally non-refundable.

We strongly recommend using a tracked return service, as Hotel Feel cannot be responsible for returned parcels lost in transit.

Refunds

Once your approved return has been received and inspected, we will notify you of the outcome.

If approved, the refund will be returned to your original payment method.

Please allow approximately 5–10 business days for your bank or payment provider to process the refund after it has been issued.

Non-Returnable Items

The following are generally not eligible for return:

Opened fragrance oils
Used products
Products returned outside the eligible return period
Products not in their original packaging
Incomplete Discovery Sets
Gift cards
Final-sale items
Products damaged through misuse or improper storage after delivery

Bundles

If an item purchased as part of The Duo, The Hotel Trio, The Grand Tour, or another bundle is returned, the refund may be adjusted to reflect the bundle pricing originally received.

If a partial return means the remaining products no longer qualify for the original bundle offer, the retained products may be recalculated at their applicable individual price.

Promotional Offers

Refunds are based on the amount actually paid after discounts.

Promotional discounts, bundle savings, and promotional credits have no separate cash value.

Discovery Set Full-Size Offer

If your Discovery Set includes an exclusive promotional offer toward a future full-size fragrance, that offer may be cancelled if the qualifying Discovery Set is returned and refunded.