1. Introduction
We take great care in producing and packaging our fragrances.
This policy outlines your rights and our procedures regarding returns, refunds, and exchanges.
By placing an order, you agree to the following terms.
2. Non-Returnable Items
Due to the personal nature of fragrance products and hygiene regulations, we cannot accept returns for:
- Opened, used, or tested perfumes
- Discovery Sets
- Samples
- Items not in their original, sealed condition
This does not affect your statutory rights regarding faulty or damaged goods.
3. Faulty, Damaged, or Incorrect Items
If your product arrives damaged, defective, or incorrect, please contact us within 7 days of delivery via info@zoyahtenero.com.
We may request:
- A description of the issue
- Photographs as evidence
- The order number and proof of purchase
Where a claim is approved, we will offer:
- A replacement
- A refund
- Or an alternative solution deemed appropriate
4. Eligibility for Returns (Unopened Items Only)
Unopened, unused products may be returned within 14 days of delivery, provided they are:
- In original packaging
- In resalable condition
- Accompanied by proof of purchase
Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
5. Refund Processing
Refunds are processed to the original payment method within 5–10 working days after we receive the returned item and verify its condition.
We cannot refund:
- Shipping fees
- Return postage (unless item was faulty)
- Discovery Sets or samples
6. Order Cancellations
Orders may be cancelled prior to dispatch.
Once shipped, cancellations fall under the Returns Policy above.
7. Contact Information
For all return or refund requests:
info@zoyahtenero.com