At XUNA Perfumes, customer satisfaction is important to us. We are committed to delivering high-quality fragrance products and ensuring a smooth shopping experience. Please read this Refund, Return & Cancellation Policy carefully before placing an order.
By purchasing from XUNA Perfumes, you agree to the terms outlined below.
Return & Refund Policy
Due to the nature of fragrance products and hygiene considerations, all returns and refunds are subject to the following conditions.
No Returns on Opened or Used Products
For hygiene and safety reasons, we do not accept returns or exchanges for products that have been:
- Opened
- Used
- Tampered with
- Partially consumed
Once a product has been opened after delivery, it is no longer eligible for return or refund unless it is verified to be defective.
Damaged, Defective or Incorrect Products
If you receive a product that is:
- Damaged during transit
- Leaking
- Broken
- Defective
- Different from what you ordered
Please contact our Customer Support team within 24 hours of receiving your order.
To process your request, you must provide:
- A continuous unboxing video showing the unopened package and the product inside
- Clear photographs or videos of the issue
- Your Order Number
Claims submitted without an unboxing video or after the specified time period may not be eligible for a replacement or refund.
Fragrance Preference & Allergic Reactions
Fragrance is a personal experience, and scent perception varies from person to person.
Please note:
- We do not offer refunds or returns based on fragrance preference or personal dislike.
- Individual skin chemistry may affect how a fragrance performs.
- Customers with sensitive skin should perform a patch test before regular use.
XUNA Perfumes is not responsible for allergic reactions, sensitivities, or individual fragrance preferences.
Refund Eligibility
Refunds are available only for:
- Verified damaged products
- Verified defective products
- Incorrect items delivered
All claims are reviewed by our Quality Assurance team before approval.
Refund Process
Once your refund request is approved:
- Refunds are processed within 5–7 business days
- Refunds will be issued to the original payment method used for the purchase
- For Cash on Delivery (COD) orders, refunds will be made via bank transfer to the account provided by the customer
Please note that banks and payment providers may require additional time to reflect the refund.
Non-Delivery Claims
If your order status shows Delivered, but you have not received the package:
- Notify us within 48 hours of the delivery confirmation.
- Claims submitted after this period may not be eligible for investigation.
After verification with our courier partner, we will provide an appropriate resolution, usually within 3–5 business days.
Return Policy
Returns are accepted only when products are:
- Damaged during shipping
- Broken
- Leaking
- Defective
- Incorrectly delivered
To qualify for a return:
- The issue must be reported within 24 hours of delivery.
- The product must remain unused (except where damage is evident).
- Original packaging must be retained.
- An unboxing video is required.
We do not accept returns for:
- Opened or used products
- Products returned without original packaging
- Fragrance preference or dissatisfaction
- Minor packaging imperfections that do not affect product quality
Cancellation Policy
Before Dispatch
Orders may be cancelled before they are dispatched from our warehouse.
For prepaid orders, payment gateway processing charges (up to 2%) may be deducted from the refund amount where applicable.
After Dispatch
Orders cannot be cancelled once they have been dispatched.
If a prepaid order is returned to us due to refusal of delivery or an incorrect shipping address provided by the customer, applicable shipping, handling, and return logistics charges may be deducted from the refund.
Refunds for Cancelled Orders
Approved cancellations will be refunded to the original payment method within 4–6 business days after cancellation approval.
Important Information
- Shipping charges (including promotional or free shipping costs incurred by us) are non-refundable.
- Refunds and replacements are subject to verification by our support and quality teams.
- XUNA Perfumes reserves the right to decline claims that do not comply with this policy or where misuse, tampering, or fraudulent activity is suspected.
- Product images displayed on the website are for illustration purposes. Minor variations in packaging may occur without affecting product quality.
Contact Us
If you have any questions regarding returns, refunds, cancellations, or replacement requests, please contact us.
XUNA Perfumes
Email: info@xunaperfumes.com
We aim to respond to all customer inquiries as quickly as possible and assist you in resolving any issues with your order.