Exchange and Return Policy
Complimentary exchange or return before the 7th day of reception / collection of the item.
Item must be in perfect condition, in original packaging and with its receipt.
Perfumes must be returned in their original packaging (the crystal film covering the perfume box must still be sealed).
Refunds may take up to 14 days to be processed and will be made to the original purchaser in the original method of payment.
Our site is aimed at customers who have already purchased and experienced the product, either its use in the case of skincare, or smell in terms of perfume, or color in terms of make up. If you have ordered the wrong product, then you can still return for a full refund but please note that the items must be unopened and unused. Shipping fee and restocking fee will be deducted from the payment on case to case basis.
If there is any defect in the product on receipt then it may be returned to us for a refund at that time.
Please contact us on this email id – email@example.com before returning anything so we can inform you where to send and how to arrange the refund.
Returned items will be refunded using the same method used to make payment for the order. For cash on delivery refunds – there will be restocking fee of 2000Ksh applicable. The amount can only be refunded back by Bank transfer or Cheque.
IMPORTANT NOTE ON RETURNING FRAGRANCES:
Please check your fragrance orders carefully, as used or opened fragrances CANNOT be returned under any circumstances. Shipping fee will be applicable if you wish to return or exchange any unused products.
DUE TO HEALTH CONCERNS, THERE WILL BE ABSOLUTELY NO RETURNS, REFUNDS OR EXCHANGES ON ALL SKINCARE PERFUMES AND COSMETIC ITEMS if THE ITEM HAS BEEN OPENED OR USED. Please select items carefully.
We regret that we cannot accept returns or issue any credit on merchandise that has been opened and/or partially used. This also includes opening the plastic cellophane wrapping of perfume/cologne box.
To ensure a timely refund to your account, please return the item as soon as you decide that you do not want the product in its original condition.
Any shipping cost you incur to return the product to us will not be refunded. There will also be a re stocking fee deductible for orders cancelled.
Please note that we try to be as accurate as possible with photos but do not always have a pictures of individual sizes, body lotions, shower gels, gift sets, etc. We may not always have accurate photo representation of products, and may have shown a generic picture to indicate a line of products. Never order based on the picture shown, only order based on description.
Special Offers, Coupon, Voucher orders, Perfume Vials are non exchangeable and non refundable. Due to various cost factors and operational issues involved we cannot apply the return policy for such orders.
DAMAGED OR MISSING ITEMS/WRONG SHIPMENT
Claims for damaged items or discrepancies (for example: missing items in your order, or wrong shipment) must be submitted within 48 hours of order receipt by contacting Customer Service at firstname.lastname@example.org Please retain all packaging material in case an inspection is necessary.
Refunds will be done only through the Original Mode of Payment.
It may take up to 14 business days to process the return and issue a refund. We will notify you via email once your return and refund has been processed. Please note that your financial institution may take approximately one billing cycle to post your refund. If you have any questions about your return, please contact Customer Service via email: email@example.com In some cases the tracking number for the package you return to us may be required in order to receive your refund.
Please note the amount refunded for returned items exclude discounts/coupons, meaning you will be refunded only for the amount you were charged and there will be re stocking fee deductible.
HOW DO I RETURN AN ITEM
You MUST contact Customer Service first to receive a return authorization. E-mail us – firstname.lastname@example.org prior to shipping your package back. If emailing please specify your order number, first and last name, the item and reason for the return and whether the product has been opened and/or used.
Please follow the simple steps below
Contact fragrancekenya.com Customer Service at email@example.com to receive a Return Merchant Authorization number (RMA #), return instructions, and return mailing address. Clearly print the return mailing address, your name, address, phone number, order number including your RMA # and reason for the return.
Please use a sturdy packaging to prevent damage in transit. Return the package to us using the delivery service of your choice. You will be notified by e-mail once your return has been processed. Please ensure you keep a record of the tracking number for the package you are returning to us, as it may be required in order to receive the refund.
We will issue a refund to your credit card for the price of the item you return. It can take up to 30 business days to process the return and credit your account. We will notify you via e-mail once your return has been processed.
CHANGE MODIFY / CANCEL ORDERS
fragrancekenya.com makes every effort to ship orders out as quickly as possible. If you need to cancel your order, or change information within your existing order, please contact us as soon as possible via email – firstname.lastname@example.org There is no guarantee that we will be able to change/modify or cancel your order once it has been placed and shipped.
Before you place your order, you can review all of your order’s information including product sizes and quantities, contact information, total and billing and shipping information. Please check the information carefully before placing the order. If you would like to change/modify or cancel your order we may be able to accommodate your request provided your order has not been sent to our warehouse for fulfillment or shipped.
If your order is unable to be modified or cancelled and you do not wish to keep the items, you will have to refuse the delivery of the order. Once it is returned to our warehouse and confirmed, we will issue a refund to your credit card.