At Kaori, we are committed to providing high-quality fragrances that delight our customers. However, we understand that sometimes you may need to return or request a refund for your purchase. Please review our policy below to understand your rights and responsibilities regarding refunds and returns.
1. Return Policy
1.1 Eligibility for Returns
Returns are accepted under the following conditions:
- The product must be unused, unopened, and in its original packaging.
- Returns must be initiated within 24 hours from the date of delivery.
- The original invoice or proof of purchase must be provided.
Note:
- Perfumes are personal care products; therefore, opened or used products cannot be returned for hygiene and safety reasons unless the item is defective or damaged during transit.
1.2 Non-Returnable Items
We do not accept returns for:
- Products purchased on sale or during special promotions.
- Gift cards and free promotional items.
2. Refund Policy
2.1 Eligibility for Refunds
Refunds are offered in the following cases:
- If the product is received in a damaged or defective condition.
- If an incorrect product is delivered.
- If the return meets the eligibility criteria mentioned above.
2.2 Refund Process
- Once we receive the returned product, we will inspect it and notify you of the approval or rejection of your refund.
- Approved refunds will be processed within 7-10 business days and issued to your original payment method.
- Shipping fees are non-refundable unless the return is due to a defective or incorrect product.
2.3 Partial Refunds
Partial refunds may be granted in cases where:
- The returned product shows signs of minor damage not caused during transit.
- Items are returned beyond the specified return window (with prior approval).
3. Damaged or Defective Products
3.1 Reporting Damages
We Quality Control all our shipping and packaging processes, but in rare circumstances, if you do receive a damaged, defective/wrong product or an incomplete order, simply get in touch with us within 24 hours of receiving your order with pictures at info.kaoriscents@gmail.com and we will take care of the rest.
- If your product arrives damaged or defective, notify us within 48 hours of delivery.
- Provide clear photos of the damaged product and packaging to [Insert Email Address].
3.2 Resolution Options
For confirmed cases of damage or defects, we offer:
- A replacement of the same product (subject to availability).
- A full refund, including shipping costs.
4. Return Process
4.1 Steps to Initiate a Return
- Contact Us: Reach out to us at info.kaoriscents@gmail.com or WhatsApp us at 911912-7008 with your order details within 24 hours of receiving order.
- Approval: Once your request is approved, we will provide you with the return shipping address and instructions.
- Return Shipping: Pack the product securely and send it back using a trackable shipping method.
4.2 Return Shipping Costs
- If the return is due to our error (e.g., defective or incorrect product), we will cover the return shipping costs.
- For other reasons, customers are responsible for return shipping fees.
5. Exchange Policy
- Exchanges are not allowed for any products once it is shipped for delivery.
6. Cancellation Policy
- Orders can be canceled before they are shipped.
- Once an order is shipped, cancellations are not allowed, and the standard return policy will apply.
7. Contact Us
If you have any questions or need assistance with returns or refunds, please contact us:
- Email: Review@kaoriscents.com
- Hours: 09 Am to 5 Pm
We’re here to help you and ensure a smooth and satisfying shopping experience with Kaori.