We want you to love what you wear. If something is not right, this policy explains what can be returned and how refunds are handled.
Returns window
You may request a return within 30 days of receiving your order. The item must be unopened, unused and in its original sealed packaging, with any outer film intact.
Hygiene exception
For health and hygiene reasons, fragrance that has been opened, sprayed or used cannot be returned unless it is faulty or not as described. This does not affect your statutory rights.
Faulty or incorrect items
If your order arrives damaged, incomplete or different from what you ordered, contact us within 48 hours of delivery with photographs of the parcel and product. We will replace it or refund it in full, including return shipping where the error is ours.
How to start a return
- Email hello@kenzafragrances.com with your order number and reason.
- Wait for our confirmation and return address. Please do not send items before we reply.
- Pack the item securely and send it with a tracked service.
- Email us the tracking number so we can follow the parcel.
Refunds
Once the returned item arrives and passes inspection, we will refund the product price to the original payment method within 5 business days. Bank processing times vary. Original shipping charges are refunded only when the item was faulty or incorrect.
If a return is rejected because the item was opened or damaged after delivery, we will contact you and can return the item at your cost.
Exchanges
We do not process direct exchanges. Return the unopened item for a refund and place a new order for the fragrance you would like.
Cancellations
Orders can be cancelled before dispatch. Email us as soon as possible with the order number. Once a parcel is with the carrier, the return process applies.
Questions
Email hello@kenzafragrances.com and we will help.