PRANA6 REFUND POLICY
Last Updated: January 2025
Overview
At Prana6, we create custom, made-to-order fragrances tailored specifically to you. Because of the personalized nature of our products, our refund policy differs from standard retail policies.
We want you to love your fragrance, and we've designed our policies to support that goal while being fair to both parties.
Custom Products — No Standard Refunds
Why We Cannot Offer Standard Refunds
Your Prana6 fragrance is:
- Custom-formulated based on your unique preferences and/or DNA profile
- Made specifically for you — it cannot be resold or reused
- Created with premium ingredients selected for your formula
For these reasons, we do not offer refunds for custom fragrance orders simply because:
- You changed your mind
- You don't like the scent
- You ordered the wrong size
- The fragrance smells different than expected
Free Refinement Program (Limited Time)
We Want You to Love Your Scent
If you're not completely satisfied with your fragrance, we offer one (1) free formula refinement during our promotional period.
How It Works
- Contact Us: Email support@prana6.com within 30 days of receiving your fragrance
- Share Feedback: Tell us specifically what you'd like adjusted (e.g., "less sweet," "more woody," "lighter intensity")
- Return Your Bottle: Ship your original bottle back to us (you cover return shipping)
- We Reformulate: Our perfumers adjust your formula based on your feedback
- Receive New Fragrance: Your refined fragrance ships free within 2-3 weeks
Refinement Eligibility
| Eligible | Not Eligible |
|---|---|
| ✓ Request within 30 days of delivery | ✗ Request after 30 days |
| ✓ Original bottle returned | ✗ Bottle not returned |
| ✓ Specific, actionable feedback provided | ✗ "I just don't like it" (no specifics) |
| ✓ One refinement per order | ✗ Multiple refinement requests |
| ✓ Adjustments to your formula | ✗ Completely different fragrance |
Important Notes
- The free refinement offer is a limited-time promotion and may be modified or discontinued at any time
- Additional refinements beyond the first may be subject to a reformulation fee
- We reserve the right to deny refinement requests that do not meet eligibility criteria
Damaged or Defective Products
We'll Make It Right
If your order arrives damaged, defective, or incorrect, we will replace it at no cost to you.
What Qualifies
- Bottle arrived broken or leaking
- Product is significantly different from what was ordered
- Wrong size or wrong order shipped
- Visible defects in packaging or product
How to Report
- Contact support@prana6.com within 7 days of delivery
- Include photos of the damage/defect
- Include your order number
- We will ship a replacement or provide a refund at our discretion
Lost or Undelivered Orders
If Your Order Never Arrives
- Contact us if your order hasn't arrived within the expected delivery window
- We will investigate with the shipping carrier
- If confirmed lost, we will ship a replacement at no cost
- We are not responsible for packages stolen after confirmed delivery (consider requiring signature upon delivery for valuable orders)
Incorrect Address
If you provided an incorrect shipping address and the package is returned to us or undeliverable:
- We will contact you to confirm the correct address
- Re-shipping fees may apply
DNA Kit Refunds
Before Sample Submission
If you purchased a DNA analysis kit but have not yet submitted your sample, you may request a full refund of the DNA analysis fee.
After Sample Submission
Once your DNA sample has been submitted and received by our lab, the DNA analysis fee is non-refundable as processing has begun.
Cancellations
Before Production
If you contact us before your fragrance enters production, we may be able to cancel your order and provide a full refund.
After Production Begins
Once your custom fragrance is in production, cancellation is not possible and no refund will be issued.
How to Request Cancellation
Email support@prana6.com immediately with your order number. We will confirm whether cancellation is possible.
Subscription / Refill Orders
If you've set up a subscription or refill order:
- You may cancel future refills at any time before they ship
- Refills that have already shipped cannot be refunded
- Contact support@prana6.com to manage your subscription
Promotional Offers and Discounts
- Refunds for orders placed with promotional discounts will be refunded at the discounted price paid
- Free gifts or promotional items must be returned if requesting a refund on the qualifying purchase
Chargebacks and Disputes
We encourage you to contact us directly at support@prana6.com before initiating a chargeback or payment dispute. We are committed to resolving issues fairly.
Filing a chargeback or payment dispute without first contacting us may result in:
- Delay in resolution
- Suspension of your account
- Collection efforts for valid charges
How to Contact Us
For all refund inquiries, replacements, or refinement requests:
Email: support@prana6.com
Subject Line: Include your order number for faster service
Response Time: We respond within 24-48 hours
Policy Changes
We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on our website. The policy in effect at the time of your purchase will apply to that order.
Summary
| Situation | Policy |
|---|---|
| Don't like the scent | Free refinement (return bottle, 30 days) |
| Changed my mind | No refund (custom product) |
| Damaged/defective | Free replacement |
| Lost in shipping | Free replacement |
| Wrong item shipped | Free replacement |
| DNA kit (unused) | Full refund |
| DNA kit (submitted) | No refund |
| Cancel before production | Full refund possible |
| Cancel after production | No refund |
We're committed to your satisfaction. If you have any questions about this policy, please don't hesitate to reach out.