Policy
Refund Policy
The short version
Mystery boxes are non-returnable once shipped — that's the nature of the format. But if your order arrives damaged, leaking, missing bottles, or never arrives at all, we make it right every time.
All sales final on opened mystery boxes
Because every Cinema Supply box is curated as a surprise, we cannot accept returns based on personal scent preference. By placing an order, you understand and agree that you may receive fragrances you don't love — that's the trade-off for the curated experience and the price point.
Damaged or defective items
If your box arrives with broken bottles, leaking product, or visibly damaged packaging, we'll replace the affected items at no cost. To file a claim:
- Email orders@cinemasupply.co within 7 days of delivery
- Include your order number
- Attach clear photos of the damage and the shipping box
Lost or missing shipments
If tracking shows your order as delivered but you never received it, or if it's been more than 14 business days with no movement, contact us. We'll work with the carrier to locate it or ship a replacement.
Order cancellations
Orders can be cancelled for a full refund before they ship. Once an order has shipped (typically 1–2 business days after order), it cannot be cancelled.
Refund processing
Approved refunds are issued to the original payment method within 5–10 business days. Bank/card processing times vary.
Chargebacks
Please contact us first before filing a chargeback — we resolve almost every issue within 24–48 hours. Chargebacks filed without first contacting us may result in account suspension.