Refund policy

Returns and Refunds Policy

Last updated: June 24, 2026

We accept eligible returns subject to the conditions below.

Return requests

To request a return, email contact@syrenica.com within 14 calendar days of delivery. Include:

your order number;
the product you wish to return; and
the reason for the return.

Do not send any product back before receiving return instructions and the approved return address from us. Returns sent without prior authorization, or to the address printed on the original parcel, may not be accepted.

Return conditions

To qualify for a return, the product must be:

unused, unopened, untested and unsprayed;
in the same condition in which it was received;
in its complete original packaging;
with all factory seals, cellophane, labels and protective packaging intact; and
accompanied by any accessories, gifts or other items supplied with it.

Perfumes and cosmetic products that have been opened, unsealed, sprayed, tested or used cannot be returned, except where required by applicable law.

Products that are damaged after delivery, incomplete, altered or not returned in resalable condition may be refused or may qualify only for a reduced refund, to the extent permitted by applicable law.

Return shipping

The customer is responsible for arranging and paying all return-shipping, packaging, tracking, insurance, customs, brokerage and other return-related costs.

Because perfume may be classified as dangerous goods for international transport, the customer must use a carrier legally authorized to transport perfume or alcohol-based fragrance to Israel. Syrenica is not responsible for identifying or arranging a suitable return carrier.

The return must:

be sent using a tracked shipping service;
be packed securely to prevent damage or leakage;
be declared accurately for customs purposes;
have all shipping and customs charges prepaid; and
be dispatched within 14 calendar days after we provide return instructions, unless applicable law allows a longer period.

We do not accept postage-due, cash-on-delivery or customs-charges-due returns.

The customer remains responsible for the returned parcel until it is delivered to the approved return address. We cannot issue a refund for a parcel that is lost, damaged, rejected by customs or not delivered to us.

Any return-related customs, carrier or handling charges billed to Syrenica may be deducted from the refund where permitted by law.

Refunds

Once the returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. The refund normally covers the price paid for the returned product.

Original shipping charges, return-shipping costs, customs duties, taxes and other charges are not refundable, except where reimbursement is required by applicable law or the return results from our error.

PayPal or your financial institution may require additional time to display the refund after it has been issued.

Damaged, defective or incorrect products

If an order arrives damaged, defective or incorrect, email contact@syrenica.com as soon as possible, preferably within 48 hours of delivery.

Include:

your order number;
a description of the problem; and
clear photographs of the product, its packaging, the shipping box and the shipping label.

Keep the product and all original packaging until the matter has been resolved. Do not return or discard anything unless instructed to do so.

Where we confirm that a product was damaged in transit, defective or supplied incorrectly, we will provide an appropriate remedy in accordance with applicable law.

Exchanges

We do not offer direct exchanges. An eligible product may be returned in accordance with this policy, and a new order may be placed separately.

Cancellations

An order can be cancelled only if it has not yet been processed or transferred to the shipping provider. Once an order has been dispatched, it cannot be cancelled and must be handled as a return under this policy.