30/07/2026
Refund Policy
The Olentia Perfume — Returns & Refunds Policy
Last updated: [August 02, 2026]
We want you to love every scent from The Olentia Perfume. If something isn’t right, this policy explains how returns, exchanges, and refunds work.
1. Eligibility Window
• Returns and exchanges are accepted within 7 days of delivery.
• To be eligible, items must be unopened, unused, and in their original packaging (including cellophane wrap, caps, and any inserts).
• For sets or bundles, all items must be returned together, in original condition.
2. Non-Returnable Items
For health and safety reasons, we cannot accept returns of:
• Opened or used fragrances
• Items without original packaging or with removed safety seals
• Final sale items, gift cards, and samples
Note: If you’re unsure about a scent, consider a discovery set or travel size before purchasing full size.
3. Damaged, Defective, or Incorrect Items
• If your order arrives damaged, defective, leaking, or incorrect, contact us within 7 days of delivery with your order number and clear photos of the item(s), packaging, and shipping label.
• We will arrange a replacement, store credit, or refund to the original payment method after review.
4. How to Start a Return
• Email: sales,[email protected]
• Include: order number, reason for return, condition (unopened/unused), and photos (if applicable).
• If approved, we’ll issue a Return Authorization (RA) and instructions. Returns without an RA cannot be accepted.
5. Return Shipping
• Change-of-mind returns: Customer is responsible for return shipping. We recommend a tracked, insured service; we are not responsible for lost or damaged return parcels.
• Damaged/incorrect items: We will cover reasonable return or replacement shipping costs as instructed by our team.
6. Refunds and Processing
• Once we receive and inspect your return, we’ll notify you of approval or rejection.
• Approved refunds:
o Original payment method: typically 5–10 business days after processing (timing may vary by bank).
o Store credit: issued immediately upon approval and does not expire.
• Shipping fees are non-refundable unless the return is due to our error or a confirmed product defect.
7. Exchanges
• Exchanges are available for eligible unopened items within 30 days.
• If the desired item is out of stock, we will offer store credit or a refund (per your preference and eligibility).
8. Order Cancellations & Address Changes
• We process orders quickly. If you need to cancel or update an address, contact us immediately.
• Once an order has shipped, we’re unable to cancel or change the address.
9. Lost or Stolen Packages
• If tracking shows delivered but you haven’t received the package, please check with neighbors/building management and contact the carrier.
• We can assist with a carrier investigation; resolutions depend on carrier findings. Signature confirmation may be required for high-value orders.
10. International Orders (if applicable)
• Duties, taxes, and fees are non-refundable.
• Returns must comply with your country’s shipping and customs rules. Marking returns correctly helps avoid delays.
11. Suspected Abuse and Fraud Prevention
• To protect all customers, we may limit or refuse returns that appear fraudulent, abusive, or outside the policy (e.g., serial returns of used/opened products).
• All returns are subject to inspection and verification.
12. Gifts and Gift Returns
• Items marked as gifts and shipped directly to the recipient may be returned for store credit to the recipient’s account (if eligible).
• Proof of purchase (order number or gift receipt) is required.
13. How to Reach Us
• Email: [email protected]
• Phone/WhatsApp: +601133445623
• Hours: Mon–Fri, 9:00–17:00 (UTC+8:00)
• Returns address: use only after RA approval.
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