Refund policy
At Trial and Vials, we care about your satisfaction and take great pride in the quality and safety of our products. Because we sell decanted fragrance, hygiene and safety rules limit what we are able to accept back. Please read this policy before ordering.
Decants (2ml, 5ml, 10ml and 20ml)
All decant sales are final. We cannot accept a return or exchange because a scent did not work on your skin — trying a fragrance before committing to a full bottle is exactly what a decant is for.
Spillage or breakage: if your decant arrives leaking, spilled or broken, we will help you, but proof is required. Email support@trialvials.com with your order number and clear photographs of the vial, the atomizer and the packaging as it arrived.
Returns and replacements on decants are reviewed on a case-by-case basis.
Full size bottles
A return must be initiated within 1 day (24 hours) of receiving the item.
You must provide photographs of the bottle’s serial number and its atomizer. This allows us to verify that the bottle is the one dispatched on your order before a return is approved.
Returns submitted without serial number and atomizer evidence cannot be processed.
Wrong item, damage or leakage
Contact us within 48 hours of delivery at support@trialvials.com or (516) 619-3776, and include your order number and clear photos of the issue.
We review every request promptly and will work with you on a replacement or another appropriate resolution.
How approved refunds are issued
Approved refunds are returned to the original payment method used at checkout.
Once we issue the refund, your bank or card provider generally takes 5–10 business days to post it to your account. That timing is set by your provider, not by us.
Contact us
Trial and Vials
2310 Jericho Turnpike, Suite 1002
New Hyde Park, NY 11040
United States
Email: support@trialvials.com
Phone: (516) 619-3776