Refund policy

Returns
We accept returns of unopened, unused kits within 30 days of delivery, as long as everything is packaged the way it arrived. Because our kits contain fragrance materials that go on skin, we can’t accept returns of kits that have been opened or used.

To start a return, email us at [your email] with your order number. Once we receive and inspect the kit, we’ll refund you to your original payment method within 5–7 business days. Return shipping is paid by the customer, and original shipping costs are non-refundable. Because the kit contains alcohol, it must be returned by ground shipping only.

Damaged or defective items
If something’s wrong on our end — a broken bottle, a missing item, or damage in transit — email us within 7 days of delivery with your order number and a photo. We’ll send a replacement or a full refund, whichever you prefer. You won’t need to send anything back.

Pre-orders
You can cancel a pre-order anytime before it ships for a full refund.

Questions
Email us at hello@11-11scent.com — we’re happy to help.