At Ombre Parfum, we prioritize customer satisfaction and clear procedures, while taking into consideration the nature of perfume products and the related health and regulatory requirements.
1) Request Period
- Exchange or return requests can be submitted within 3 days of receiving the order.
- If the product arrives damaged, broken, or different from the item ordered, we recommend reporting the issue within 24 hours of receipt, with clear photos, to expedite the resolution.
2) Eligible Exchange and Return Cases
You are entitled to request an exchange or return in the following cases:
- The product arrives damaged or broken due to shipping.
- You receive a product different from the one you ordered.
- The product has a clear manufacturing defect.
In these cases, the store will cover the exchange or return and shipping costs.
3) Non-Returnable Cases
- Perfumes cannot be returned or exchanged after being opened, used, or sprayed for testing, for health and hygiene reasons.
- Products with tampered packaging, removed labels, or that are no longer in their original condition.
- Orders that were fulfilled correctly and have no defect or error (such as “the perfume did not suit me/the scent was not to my liking” after opening the product).
4) Return Acceptance Conditions (Where Applicable)
- The product must be unopened, unused, and in its original condition.
- The original packaging and all accessories must be included.
- The order number and photos showing the condition must be provided, when necessary.
5) How to Submit an Exchange or Return Request
To submit a request, contact us via:
Please provide:
Order number + reason for the request + clear photos (especially in cases of damage or an incorrect order).
6) Refunds
- Once the return is approved and the product has been received and inspected, the refund will be issued to the same payment method used for the purchase.
- The time required for the refund to appear in your account depends on the bank/payment provider and is typically 5–14 business days.
7) Shipping Fees
- If the error is on the part of the store or the product is damaged or broken, the store will cover the full shipping costs.
- If the return is for a reason unrelated to an error on the part of the store (and the product is unopened and eligible for return), the customer may be responsible for the shipping fees as indicated in the order process.
8) Salla as an Intermediary Platform and Protection of Rights
Order and payment processes are handled through the Salla platform. If the issue cannot be resolved, the customer may file a complaint through Salla in accordance with its procedures for protecting customer rights.
