Returns and Refunds

Every La Saani bottle is filled and packed with care. If your order arrives damaged, leaking, incorrect, unsafe, or appears to be faulty or materially different from its description, please tell us and we will work with you to put it right.

Contact La Saani before sending anything back. Include your order number, a short description, and clear photos of the bottle, parcel, inner packaging, and shipping label where available. Keep the item and packaging until we advise what is needed; broken glass should not be posted unless we give safe instructions.

We may assess the product and the circumstances before confirming an outcome. Clear, straightforward issues can often be resolved from photos without asking you to return broken glass. If a safe return is reasonably required and a fault is confirmed, La Saani will cover reasonable return costs.

For a major problem, Australian Consumer Law generally allows you to choose a refund or replacement. For a minor problem, La Saani may provide an appropriate remedy. Nothing on this page excludes, restricts, or changes any rights you have under Australian Consumer Law.

If a bottle arrives broken or leaking, contact us as soon as practical. Letting us know within 48 hours of delivery helps us preserve evidence and investigate with the carrier, but this request does not limit any rights you may have under Australian Consumer Law.

La Saani remains your point of contact while we investigate any supplier or delivery issue. You will not be asked to resolve a confirmed product problem directly with our supplier or carrier.

Because fragrance is personal and each bottle is filled for your order, La Saani does not offer guaranteed returns, refunds, or replacements simply because a fragrance is not preferred, the wrong option was selected, or a customer changes their mind.

Accidental damage, dropping, misuse, and damage caused by storage contrary to reasonable care instructions are not product faults. Opened or used personal-fragrance products cannot be returned for change of mind. These limits do not apply where a product is genuinely faulty, unsafe, incorrect, or not as described.

Where we can reasonably help outside these rights, we may choose to offer a one-time goodwill solution. A goodwill outcome is not an ongoing change-of-mind entitlement.

Online orders have a two-hour change and cancellation window from the time the order is confirmed. La Saani does not begin filling an online order until this window closes. During the window, use the private order page from your confirmation email to cancel the entire order and start a full original-method refund automatically.

Bottle, fragrance, quantity, or address changes are requested by email and made where the requested option is available. If it is unavailable, you may keep the original order, choose another available option, or cancel during the window. After two hours, contact us anyway: if preparation has not begun, we will still try to help, but a change or cancellation is no longer guaranteed. Once an order has been dispatched, it cannot be cancelled.

Approved refunds are returned to the original payment method. La Saani does not deduct card-processing fees from an approved refund.

After La Saani issues a refund, most banks display it within 5–10 business days. Your bank or payment provider controls the final timing.