1. 14-Day Return Window

We offer a strict 14-day return policy. You have 14 calendar days from the date of recorded delivery to request a return. Requests made after this 14-day window will be automatically declined.

2. Eligibility & Product Condition (The "Hygiene" Clause)

Due to the volatile nature and hygiene standards of fine fragrance, we can only accept returns on items that are in original, sellable condition.

• Tamper-Evident Seal: The cellophane wrap and/or tamper-evident seal must be unbroken. If the seal is broken, the item is considered "used" and is ineligible for a return, refund, or exchange.
• Inspection: All returns are subject to a warehouse inspection. If a bottle is found to have been sprayed, tampered with, or if the packaging is damaged, the return will be rejected and the item will be sent back to the customer at their expense.
• Non-Returnable Items: Discovery Sets, 10ml, and 20ml sizes are final sale and cannot be returned under any circumstances. We also do not accept returns on sale items or gift cards.

3. How to Initiate a Return

To start a return, email care@kheirfragrancehouse.com with your order number and reason for return.

• Authorization Required: Items sent back to our facility without prior written authorization (RMA) will be refused and/or disposed of.
• Shipping Costs: Customers are responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we are not responsible for returns lost or damaged in transit back to us.

4. Missing or Lost Package Claims

• Strict Reporting Window: Any claims for missing or lost packages must be reported within 5 business days of the "Delivered" timestamp.
• Extended Window: Claims made after this 5-day window are ineligible for replacement or refund. We encourage you to monitor your tracking closely.

5. Damages & Defective Items

Please inspect your order immediately upon arrival. If the item is defective (e.g., broken sprayer) or damaged, you must contact us within 48 hours of delivery.

• Verification: You must provide high-resolution photos of the damaged product and the shipping box.
• Return-to-Verify: We may require the defective item to be returned for quality control testing before a replacement is issued.

6. European Union "Right of Withdrawal"

For customers located within the European Union, you have a statutory right to cancel your order within 14 days for any reason.

• Important: Under Article 16(e) of the EU Consumer Rights Directive, the right of withdrawal does not apply to sealed goods which were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons. Once the cellophane/seal on a fragrance is broken, your right of withdrawal is waived.

7. Exchanges

To ensure you receive your desired item as quickly as possible, we do not perform direct exchanges. Please return your unopened item for a refund and place a new order for the replacement scent.