Refund policy

We have a 14-day return policy, which means you have 14 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 xenoncard4@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 xenoncard4@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 xenoncard4@gmail.com.

Here is a professional and standard Return and Refund Policy template tailored for an online fragrance store like xenoncard.

You can adapt it to fit your specific store rules (e.g., changing the number of days or who covers shipping costs).

Return & Refund Policy

Thank you for shopping at xenoncard. We value your business and want to ensure you have a satisfying shopping experience. Because perfume is a personal care product, please review our policy regarding returns and refunds carefully.

1. Return Period

  • You have 14 days from the date you receive your order to request a return or exchange.

2. Conditions for Returns

To be eligible for a return, exchange, or refund, the items must meet the following criteria:

  • Unopened & Unused: The perfume bottle must be completely unused, and the original outer box must be unopened, with its factory plastic wrap (cellophane) fully intact.

  • Damaged or Incorrect Items: If you received a damaged bottle, a leaking perfume, or the wrong item entirely, you are eligible for a full refund or a free replacement.

  • Proof of Purchase: A valid receipt, order number, or proof of purchase from xenoncard is required.

⚠️ Note: Due to hygiene and safety regulations, we cannot accept returns or offer refunds for perfumes that have been opened, sprayed, or used, unless they arrived damaged or defective.

3. Return Process

  1. Contact Us: Reach out to our customer support team via email or WhatsApp with your order number and photos of the item (especially if it arrived damaged).

  2. Shipping: Once approved, we will provide you with a return shipping label or instructions on how to send the package back.

  3. Return Shipping Fees:

    • If the return is due to our error (wrong or damaged product), xenoncard will cover all shipping costs.

    • If the return is due to a change of mind, the customer is responsible for the return shipping fees.

4. Refunds

  • Once we receive and inspect your returned item, we will send you an email or message to notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed automatically to your original method of payment (Credit Card, Mada, Apple Pay, etc.) within 7 to 14 business days, depending on your bank's policy.

5. Non-Refundable Items

  • Opened or sprayed perfumes.

  • Items purchased during clearance or mega-sale events (unless they arrive damaged).