Refund policy
Return & Refund Policy
Return Policy
At Fragrance HQ, we want you to be completely satisfied with your purchase. That’s why we offer a 7-day return policy, starting from the day your item is delivered to you, based on the delivery confirmation provided by our courier or logistics partner.
Eligibility for a Return
To be eligible for a return and refund, all of the following conditions must be met:
- The item must be in the exact same condition as when you received it
- The item must be completely unused
- The item must be unopened, with no broken seals, removed cellophane, or tampered packaging
- The item must be in its original packaging, including any branded boxes, plastic wrapping, or inserts, and in resellable condition
- The return must be requested and initiated within 7 calendar days from the date of delivery
We reserve the right to reject returns that do not meet all the above criteria. Opened or used items, or items returned after the 7-day window, will not be accepted under any circumstances.
Return Instructions
To initiate a return, you must first contact us via one of the following channels:
- Email: info@fragrancehqkenya.com
- WhatsApp or Text: +254 796 877 559
We will review your request and confirm whether the item is eligible for return under our policy. If approved, you will be provided with a return address and detailed instructions on how to return the item.
🔴 Please do not send any item back to us without prior approval.
Any item returned to us without authorization will be refused and not eligible for a refund.
Return Shipping Charges
Customers are responsible for return shipping costs. We charge a flat rate of KES 300 for all returns, which must be covered by the customer. This amount is non-refundable and will either be deducted from your refund or paid directly before the return is processed.
Refund Process
Once your return is received, we will conduct a thorough inspection of the item to confirm that it meets all the eligibility criteria listed above.
- If your return is approved, we will initiate a full refund of the product value (excluding original and return shipping charges).
- The refund will be issued to your original payment method within 5–10 business days, depending on your bank or payment provider.
- If your return is not approved, we will notify you with the reason, and the item will be returned to you at your own cost.
We reserve the right to refuse a refund if the returned product does not meet our return conditions or shows signs of tampering or usage.
Important Notes
- Perfume is a personal use product, and for hygiene and authenticity reasons, we cannot accept opened items under any condition—even if the customer is dissatisfied with the scent or performance.
- Our policy applies uniformly to all customers to ensure fairness and consistency.
If you have any questions about your purchase, return eligibility, or our process, feel free to contact us. We are always here to help—but we do have to follow our policy to ensure transparency and protection for both our customers and our business.
Thank you for choosing Fragrance HQ Kenya.