Refund & Return Policy
Effective Date: October 28, 2026
1. Our Commitment
At NECOS Fragrances, customer satisfaction is important to us.
We aim to ensure that every order is delivered in good condition and matches the product purchased.
If you experience an issue with your order, our support team is available to assist.
2. 2-Day Return Policy
Customers may request a return within 2 calendar days of receiving their order.
For change-of-mind returns, the following conditions apply:
- The product must be unused and unopened.
- Original protective seals must remain intact.
- The product must be returned with its original packaging and included accessories.
- Proof of purchase or an order number must be provided.
Return requests will be assessed against these conditions and applicable consumer rights.
3. Non-Returnable Products
For hygiene and product safety reasons, change-of-mind returns are generally not accepted for:
- Opened or used perfume bottles.
- Products with broken or removed protective seals.
- Used car diffusers or fragrance refills.
- Customized or personalized fragrance products.
These restrictions do not remove any applicable rights concerning defective, damaged, incorrect, or misdescribed goods.
4. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, leaking, or different from the product ordered, please contact us as soon as possible, preferably within 48 hours of delivery.
Provide:
- Your order number.
- A description of the issue.
- Clear photographs or videos, where available.
After reviewing the issue, we will arrange an appropriate replacement, refund, or other remedy as required by applicable law.
Contacting us after 48 hours does not automatically remove any statutory consumer rights.
5. Refund Processing
Once a return has been received and assessed, our team will notify you of the outcome.
For approved refunds, our target processing timelines are:
Card Payments
Approximately 3–7 working days, subject to the payment provider and bank.
Bank Transfer / COD
We aim to initiate approved refunds within 24–48 working hours after receiving the necessary bank information.
The time required for funds to appear in your account may vary.
Refunds will normally be issued to the original payment method where possible.
6. Return Shipping Costs
For change-of-mind returns, customers may be responsible for return shipping costs, provided these costs are disclosed before the return is arranged.
If a return is caused by a damaged, defective, or incorrect product supplied by NECOS Fragrances, we will cover reasonable return shipping costs where applicable.
Original delivery charges are generally non-refundable for change-of-mind returns, except where required by applicable law.
7. Exchanges
If you receive an incorrect or defective product, contact our support team to request an exchange.
Exchanges depend on product availability and the circumstances of the request.
Where an exchange is unavailable, an appropriate refund or other legally required remedy will be offered.
8. How to Request a Return
Contact Support
Reach us through WhatsApp or email.
Provide Details
Share your order number and explain the reason for your return.
Review
Our team will assess the request and provide return instructions.
Return the Product
Carefully pack and send the product to the confirmed return address or arrange collection where available.
Resolution
Once the product and issue are verified, we will process the applicable refund or exchange.
Please contact us before shipping a return so we can provide the correct instructions.
9. Return Address
NECOS Fragrances — Returns Department
Please request the full return shipping address from our team before sending a parcel.
10. Contact Information
For refund, return, or exchange assistance:
Customer satisfaction is our priority. We are committed to making your fragrance shopping experience reliable and enjoyable.