Refund policy

RETURN & REFUND POLICY – PARFUM ZONE KENYA

Effective Date: May 2026

Welcome to Parfum Zone Kenya. We value customer satisfaction and strive to ensure every order reaches you in perfect conditi

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at parfumzone@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at parfumzone@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at parfumzone@gmail.com.

on. Please read our Return & Refund Policy carefully before making a purchase.

1. Eligibility for Returns

Due to the sensitive and hygienic nature of perfumes and personal fragrance products, returns are only accepted under the following conditions:

The item must be in the exact same condition as when sold.
The product must remain:
- Unsealed
- Unwrapped
- Unused
The item must include:
- Original packaging
- Accessories (if any)
- Proof of purchase or order confirmation

Returns that do not meet these conditions may be declined.

2. Non-Returnable Items

For hygiene, authenticity, and safety reasons, we do not accept returns or exchanges for:

Opened or used perfumes
Products with broken seals
Decants or samples once opened
Damaged products caused by customer misuse
Clearance, promotional, or discounted items unless received damaged or incorrect

3. Damaged, Incorrect, or Missing Orders

If you receive:

A damaged item
Wrong product
Missing item in your order

Please contact us within 24 hours of delivery with:

Your order number
Clear photos/videos of the package and product

We will assess the issue and provide:

A replacement
Store credit
Refund where applicable

4. Return Request Timeline

Customers must request a return within:

24 hours after delivery for damaged or incorrect items
3 days after delivery for eligible unopened items

Requests made outside this period may not qualify.

5. Refund Process

Once the returned item is received and inspected, approved refunds will be processed within 3–7 business days.

Refunds may be issued through:

M-PESA
Bank transfer
Original payment method where possible

Delivery/shipping fees are non-refundable unless the error was caused by Parfum Zone Kenya.

6. Exchange Policy

Eligible items may be exchanged depending on stock availability. If the preferred replacement product is unavailable, customers may receive:

Store credit
Alternative product option
Refund approval where applicable

7. Return Shipping

Customers are responsible for return shipping costs unless:
- The wrong item was sent
- The product arrived damaged
- The order was incomplete due to our error

We recommend using a trackable courier service for all returns.

8. East Africa Orders

For orders delivered outside Kenya within East Africa:

Return shipping and customs charges (if applicable) are the customer’s responsibility unless the error originated from us.
Refunds will only be processed after the item is successfully returned and inspected.