Refund and Returns

Refund Policy

Effective Date: 2023/06/01

Thank you for shopping at Aqua Fragrance. We are committed to providing you with high-quality products and excellent customer service. Please read our refund policy carefully to understand your rights and options in case you encounter any issues with your purchase.

Refund Eligibility

1.1. We do not accept returns or issue refunds for perfumes that have been opened or used. Due to the nature of fragrance products, once the seal is broken, the item cannot be resold for hygiene and safety reasons.

To ensure you are happy with your purchase, we recommend testing a fragrance in-store or purchasing a sample/decant before committing to a full bottle.

All other sales are final.

Exchanges for Damaged or Defective Products

2.1. We take great care in packaging our products to ensure they arrive safely. However, in the unfortunate event that you receive a broken or leaked product, please take a picture or pictures of the damaged item and email them to us at [email protected]. Upon receipt of the pictures, we will evaluate the damage and offer a replacement or issue a refund, depending on availability.

2.2. To be eligible for an exchange, the damage must be evident and render the product unusable. This includes broken, shattered, leaked, bent (if not bendable), crushed, or similarly damaged items. Please report any issues with damaged products within 5 days of the delivery date.

2.3. To initiate an exchange, please email us at [email protected] within 3 days of receiving the damaged product to inform us about the issue. You will then be instructed on how to return the damaged item to us. Once we receive the damaged item, we will ship out a replacement, if available. If a replacement is not available, we will refund the full purchase price of the item.

Order Cancellation and Changes

3.1. If you decide to cancel an order or make changes to it, please notify us within 24 hours after the order placement time. After 24 hours, the order is sent to our fulfillment department, and we cannot guarantee that we will be able to cancel or modify the order, even if it has not been shipped yet. Our fulfillment team works diligently to process orders promptly, and depending on the volume of orders, changes may not be possible after the initial 24-hour window.

Misdelivered, Lost, or Stolen Packages

4.1. Aqua Fragrance can provide confirmation of delivery, tracking information, and shipping carrier details for you to investigate with the respective shipping carrier.

4.2. Packages marked as “delivered” but not received should be reported as stolen within 3 days after the delivery date. This allows us to ensure it was not misdelivered or easily found around the premises. In such cases, we may require evidence in the form of a police report.

4.3. If your package is marked as delivered but has been stolen or if the package shows obvious signs of tampering (e.g., torn or opened box), please file a police report and include a detailed explanation of the incident. To process the order issue with Aqua Fragrance, we require a copy of the full police report in PDF format, along with the case number and contact information of the precinct where the report was filed.

4.4. At our discretion, we may request additional documentation (e.g., proof of identity and address) to verify the legitimacy of the claim.

For any further questions or concerns regarding our refund policy, please contact us at [email protected]. We are here to assist you and ensure your satisfaction with our products and services.

Note: This refund policy is subject to change without prior notice. Please refer to the policy on our website for the most up-to-date information.