Return, Refund and Cancellation Policy

Cancelling before dispatch

Cancel any time before dispatch by emailing [EMAIL] or WhatsApp on [NUMBER] with your order number. Prepaid orders are refunded in full to the original payment method within [5-7] business days of cancellation.

Cancelling after dispatch

Once dispatched, an order cannot be cancelled in transit. You may refuse delivery. When the parcel returns to us and passes inspection, we refund the product value. For prepaid orders we also refund the delivery charge; for refused Cash on Delivery orders we may recover the return shipping cost from future orders.

Returns

Fragrance is a hygiene-sensitive product. We cannot accept returns of opened or used products, and we cannot resell them. This is why:

We accept returns and issue a replacement or refund if:

• The product arrived damaged, leaking or broken

• You received the wrong product or a wrong quantity

• The product is defective, including a faulty atomiser or seal

• The tamper seal was broken on arrival

We do not accept returns if:

• The product has been opened or used and there is no defect

• You do not like the scent (we strongly recommend the Discovery Kit before buying a full bottle)

• You report a transit issue outside the window below

How to raise a claim

Report damage, breakage, leakage, shortage or a wrong item within 72 hours of delivery, by email to [EMAIL] or WhatsApp on [NUMBER], with your order number and photographs of the product and the outer packaging.

An unboxing video makes a claim faster and easier to verify, and we ask for one where you have it. It is not a condition of your statutory rights, and we will not reject a genuine claim solely because you did not record one.

If the parcel is visibly tampered with or damaged at the doorstep, refuse it and tell us the same day. That is the cleanest route to a full refund.

Non-delivery

If tracking shows delivered but you did not receive the order, tell us within 7 days of the delivery status update so we can raise it with the courier while their records are still available.

Timelines

• Claim assessment: within [3-5] business days of receiving your evidence

• Refund initiation once approved: within [5-7] business days

• Prepaid refunds: to the original payment method

• Cash on Delivery refunds: by bank transfer to the account you provide

• Bank credit after initiation: typically [5-7] business days, depending on your bank

Skin sensitivity

We cannot accept a return because a fragrance did not suit your skin or caused a reaction. Perfume contains materials that a small number of people react to. Patch test before use. This does not affect your rights if the product was defective.

Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or any other applicable law.