Overview

At CASCENTIA, customer satisfaction is important to us. Due to the nature of perfumes and hygiene considerations, our refund and return policy is limited and clearly defined to ensure fairness for both parties.

Please read this policy carefully before making a purchase.

Returns & Eligibility

Because perfumes are personal and hygienic products:

  • Opened, used, or tested perfumes are NOT eligible for return or refund.
  • We do not accept returns based on personal scent preference.
  • Returns or exchanges are accepted only in case of an error on our side, such as:
    • Receiving the wrong product

To be eligible for a return or exchange:

  • The item must be unused, unopened, and in its original packaging
  • The request must be made within 24 hours of delivery
  • Proof of purchase is required
  • Clear photos or evidence must be provided

Non-Returnable Items

The following items are non-refundable and non-returnable:

  • Opened or used perfumes
  • Items damaged after delivery due to misuse
  • Products returned without original packaging
  • Sale or discounted items

Exchanges

  • Exchanges are only possible if the wrong item was delivered
  • We will replace the item with the correct product after verification
  • Exchanges are subject to product availability

Refunds

Refunds are issued only if an exchange is not possible due to product unavailability.

Once your case is reviewed and approved:

  • Refunds will be processed to the original payment method
  • Processing time may vary depending on the payment provider

Shipping fees are non-refundable.

Shipping Responsibility

  • Customers are responsible for providing accurate delivery information
  • CASCENTIA is not responsible for delays caused by courier services
  • Return shipping costs, if applicable, are the responsibility of the customer

Damaged Packages

If your order arrives visibly damaged:

  • Please report the issue within 24 hours of delivery
  • Provide photos of the package and product before use
  • Claims submitted after this period may not be accepted

How to Request a Return or Exchange

To request assistance, please contact us through:

  • WhatsApp
  • Instagram Direct Messages

Do not return any product without contacting us first.

Policy Updates

CASCENTIA reserves the right to update or modify this Refund & Return Policy at any time.
By completing a purchase on our website, you agree to this policy.