Return and exchanges

RETURN & EXCHANGE POLICY

2.1 Overview

FragTrends values customer satisfaction. This Return & Exchange Policy outlines the conditions, timeline, and process for returning or exchanging perfume products. Please note: Perfumes are personal care products with strict hygiene and regulatory constraints.

2.2 Return Eligibility Criteria

Products eligible for return or exchange:

✓ Sealed and Unopened Bottles:

·         Factory-sealed packaging intact

·         Original security seal unbroken

·         Batch code/manufacturing date visible

·         No signs of tampering

✓ Reason for Return:

·         Product does not match description on website

·         Defective or damaged product received

·         Wrong product shipped (our error)

·         Manufacturing defect or quality issue

✓ Return Timeline:

·         Return request must be initiated within 7 days of delivery

·         Physical package must be received by FragTrends within 14 days of delivery

2.3 Products NOT Eligible for Return/Exchange

❌ Non-returnable items:

·         Opened or used bottles (even partially used)

·         Tampered or unsealed perfumes (due to hygiene regulations per Consumer Protection Act, 2019)

·         Decanted or sample perfumes

·         Products outside the 7-day return window

·         Discounted or promotional purchases (final sale)

·         Customized or special-order fragrances

·         Products purchased on "No-Return" promotion (clearly marked at checkout)

·         Missing or illegible batch codes

2.4 Return Process

Step 1: Initiate Return Request

·         Contact FragTrends at [email] or [WhatsApp] within 7 days of delivery

·         Provide: Order ID, reason for return, product photos (sealed bottle, batch code, packaging)

·         Our team will verify eligibility within 24-48 hours

Step 2: Return Approval

·         Upon approval, FragTrends will issue a Return Authorization Number (RAN)

·         Approval email will contain shipping address and return instructions

·         Approval timeline: 48 hours from request submission

Step 3: Package Return

·         Customer arranges return shipment using preferred courier

·         Shipping cost for return is borne by customer (non-refundable)

·         Package must include: Original bottle, box, security seal, receipt/invoice

·         Clearly write RAN number on package exterior

Step 4: Verification at Warehouse

·         FragTrends inspects returned product upon receipt

·         Verification timeline: 3-5 working days

·         If product meets conditions, return is processed

·         If damaged in transit or doesn't meet conditions, return is rejected (bottle not refunded, kept at warehouse)

Step 5: Return Processing

·         Once verified, exchange or refund is initiated

·         Exchange: New product shipped within 2-3 business days

·         Refund: Processed within 5-7 working days to original payment method

2.5 Exchange Policy

Exchange Option (Preferred by FragTrends):

Customers may exchange unopened, sealed products for:

·         Same product in different size (if available)

·         Different fragrance from our collection (same or higher price tier; price difference charged by customer)

·         Store credit (10% bonus credit on exchange amount)

Exchange Timeline:

·         Request must be within 7 days of delivery

·         New product dispatched within 5-7 business days

·         No additional shipping charges for exchange (return shipping by customer)

Exchange Restrictions:

·         Cannot exchange the same product for identical replacement (use refund option)

·         Cannot exchange discontinued fragrances

·         Cannot exchange customized orders

2.6 Refund Policy (Detailed in Section 3)

See Section 3 for comprehensive refund terms, conditions, and processing timelines.