退款政策

Thank you for shopping with us. Customer satisfaction is important to us, and we strive to ensure every order arrives in good condition. Due to the nature of fragrance products, please review our policy carefully before making a purchase.

 

1. Return Eligibility

Customers may request a return or refund within 7 days after receiving the parcel under the following situations:

  • Wrong item received
  • Damaged or leaking item upon arrival
  • Missing item in parcel
  • Defective spray nozzle or bottle issue
  • Product received significantly differs from order

To qualify for a return/refund:

  • Product must remain unused
  • Original packaging, box, and labels must be intact
  • Proof of purchase/order number is required
  • Customer must provide clear photos/videos of the issue

 

2. Non-Returnable & Non-Refundable Items

For hygiene and authenticity reasons, the following items are not eligible for return or refund:

  • Opened or used perfumes
  • Products with broken seal/plastic wrap
  • Fragrance dissatisfaction such as “scent not strong”, “not my preference”, or “different expectation”
  • Items damaged due to misuse or improper storage
  • Clearance, promotional, or free gift items

 

3. Unboxing Video Requirement

To protect both buyer and seller, customers are strongly encouraged to record a full unboxing video when opening the parcel.

Claims for:

  • missing items,
  • wrong products,
  • leakage,
  • damaged parcels

may be rejected if no clear unboxing video is provided.

 

4. Damaged or Incorrect Orders

If you receive a damaged, leaking, or incorrect item:

  1. Contact customer support within 48 hours after delivery
  2. Provide:
    • Order number
    • Photos/videos of the product and packaging
    • Unboxing video (if available)
  3. Our team will review the case within 2–5 working days

Approved cases may receive:

  • Replacement item
  • Partial refund
  • Full refund

depending on the situation.

 

5. Return Shipping

  • If the issue is caused by seller error (wrong/damaged item), return shipping cost will be borne by us.
  • If the return is requested for personal (customer) reasons approved exceptionally, buyer may bear the shipping cost.

 

6. Refund Processing

Approved refunds will be processed within 3–7 working days after verification.

Refunds will be issued through:

  • Original payment method
  • Marketplace refund system
  • Store credit (if applicable)

Processing time may vary depending on payment provider or platform.

 

7. Order Cancellation

Orders may only be cancelled before shipment arrangement or parcel handover to courier.

Once the parcel status changes to:

  • “Packed”
  • “Ready to Ship”
  • “Shipped”
  • “In Transit”

cancellation may no longer be possible.

8. Contact Us

For return or refund requests, please contact:

Email: support@[yourstore].com
WhatsApp: +60 12- 2333786
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (Malaysia Time)