Return and Exchange Policy 

Returns and Exchanges

Because fragrance is a personal experience and individual preferences vary, we do not accept returns or exchanges based on scent preferences or changes of mind. We encourage you to explore our samples before choosing a larger format.

If your order arrives damaged, contains an incorrect item, or has a product defect, please refer to the procedures below so we can assess the issue and assist you.

Damaged Orders

We carefully inspect and package every order before shipment. If your order arrives damaged, please contact us at orders@atmoviva.ca within seven days of receiving your order.

Please include your name, order number, a brief description of the damage, and photographs showing the affected product and packaging.

Please retain the product and its packaging until we have reviewed your request, as we may require additional information or ask that the product be returned.

Incorrect Orders

If you receive an item that differs from what you ordered, please contact us at orders@atmoviva.ca within seven days of receiving your order.

Please include your name, order number, a brief description of the issue, and photographs of the incorrect item, where applicable.

Please retain the product and its packaging until we have reviewed your request.

Defective Products

If you experience a problem with a fragrance or its packaging, including the bottle, closure, or dispensing mechanism, please contact us at orders@atmoviva.ca, within 30 days of receiving your order, so we can evaluate the issue.

Please include your name, order number, a brief description of the problem, and photographs where applicable.

Claim Assessment and Resolution

We will review your request and may contact you for additional information.

Once your claim has been assessed, we will explain the available resolution. Depending on the circumstances, this may involve replacing the affected item at no additional cost or providing a refund.

If a return is required, we will provide instructions and arrange return shipping at our expense for an approved claim.

Our policy does not cover damage resulting from accidents, misuse, improper handling, or improper storage after delivery.

Refunds

Approved refunds will be issued to the original payment method. Please allow up to 10 business days for your bank or credit card company to process and post the refund after it has been issued.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at orders@atmoviva.ca.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. We will do our best to accommodate your request, provided your order has not yet been prepared for shipment.

Once an order has been prepared for shipment, cancellation may no longer be possible.

Consumer Rights

This policy does not limit any rights or remedies available to you under applicable consumer protection laws.

Last modified: October 19, 2026