In detail
Sealed and second-guessing? Send it back.
Fragrance is a hygiene product. Once a bottle is opened, the next person in line can't safely receive it. That's why our refund policy looks the way it does: strict on the seal, generous on everything else.
01
Before you begin
What qualifies
A standard refund applies when:
- 01The tamper seal is intact and the cellophane is unbroken.
- 02The bottle is unsprayed.
- 03You contact us within 7 days of delivery (we look at your tracking).
- 04The packaging is in the same condition we sent it in.
02
How to start one
WhatsApp our Concierge with your order number. We arrange return collection at our cost. We don't ask you to find a courier. Once we receive the parcel and confirm the seal, we reverse the M-Pesa transaction within 5 business days. You'll see the reversal on the same number you paid from.
03
If the bottle is wrong on arrival
Damaged in transit, wrong fragrance picked, seal compromised, scent clearly off. That's not a refund situation, that's our error and we replace immediately. Open the box on camera if you can; it speeds the loop. See the authenticity policy for what happens next.
04
What doesn't qualify
Sprayed bottles. Bottles outside the 7-day window. Discovery / sample kits (these are non-refundable by their nature). Custom or limited-edition orders where the bottle has been engraved or otherwise personalised. Anything where the seal or cellophane has been broken, even if the scent itself wasn't applied.
05
Distributor / partner returns
Onboarding kit purchases are covered by the same 7-day, sealed-only rule. Commission and tier consequences of a refund are documented in the partner agreement; the short version is that refunded orders aren't commissionable, and any commission already paid on a refunded order is clawed back against the next payout.