Refund policy

At NEEX, every fragrance is crafted with intention and high quality ingredients. Because perfumes and perfume oils are personal care items, we cannot accept returns, refunds, or exchanges. However, your satisfaction is very important to us, and we are here to support you at every step.

Not Fully in Love With Your Scent?

Toronto Customers:
You are welcome to visit our boutique for a complimentary scent uplift.
Our team will help adjust or enhance the notes of your fragrance so it feels more aligned with your preference. Whether you prefer warm, fresh, sweet, deeper, or softer notes, we will guide you.

📩 Email us within of 14 business days from the date of delivery: info@neex.ca

We respond quickly and are committed to making sure you feel supported and heard.

Damages and Issues

We stand behind the quality of every order.
Please inspect your package when it arrives and contact us immediately if:

  • your order is damaged

  • a bottle leaked during shipping

  • you received the wrong item

Please send us photo proof via e-mail and we will take care of the issue right away and make it right.

Non Returnable Items

To protect our customers and maintain product integrity, we cannot accept returns on:

  • perfumes

  • perfume oils

  • sale or clearance items

  • gift cards

We Are Here for You

If your package is lost or stolen, please contact us as soon as possible. We will help you investigate the issue and guide you through the next steps. Once a package is marked as delivered by the carrier, we are not responsible for theft, but we will do everything we can to support you and provide solutions.

Order processing may require 3 to 5 business days before courier drop off.

Your experience with NEEX matters to us.
If you ever have questions, concerns, or need personalized help choosing a fragrance, our team is always ready to assist.

Thank you for supporting a Canadian family owned perfumery.
We appreciate you, and we are honoured to be part of your scent journey.

NEEX