Refund policy

RETURN & REFUND POLICY

Effective Date: January 2026

This Return & Refund Policy outlines the conditions under which Golden Fragrance handles returns, refunds, replacements, and order-related claims. By placing an order, you acknowledge and agree to the terms below.

Due to the nature of fragrance products, this policy is designed to balance customer protection, hygiene standards, and fraud prevention.

1. Final Sale Policy

All products sold by Golden Fragrance are considered final sale once shipped due to hygiene and safety considerations.

We do not accept returns or offer refunds for:

- Opened or used products  
- Products with altered, damaged, or missing packaging  
- Change of preference, scent dissatisfaction, or buyer’s remorse  
- Delays caused by carriers once the order is in transit  

2. Limited Exceptions

Resolutions may be offered only in the following cases:

- The item arrives damaged  
- The item received is materially incorrect  

All claims must comply with the requirements below.

3. Damaged or Incorrect Items

To be eligible, customers must:

- Contact us within **48 hours** of confirmed delivery  
- Provide clear photographic evidence of:
  - Product condition  
  - Inner packaging  
  - Outer shipping box  
  - Shipping label  

Failure to provide sufficient documentation within this timeframe may result in denial.

If approved, Golden Fragrance may, at its sole discretion:

- Issue a replacement  
- Provide store credit  
- Offer a partial or full refund (when applicable)

4. Delivery & Responsibility

Orders are considered fulfilled once marked as **delivered by the carrier**.

Golden Fragrance is not responsible for:

- Lost or stolen packages after confirmed delivery  
- Delivery issues caused by incorrect addresses provided by the customer  
- Carrier-related delays once the order has shipped  

Customers are responsible for contacting the carrier directly in cases of delivery disputes or theft.

5. Orders in Transit

If a package is delayed or in transit, customers must allow the carrier reasonable time to complete delivery before requesting support.

Refunds are not issued for shipments that are still in transit.

6. Cancellations

Orders may only be canceled before processing begins.

Once an order enters processing or has been shipped, it cannot be canceled, refunded, or reversed.

7. Chargebacks & Disputes

Customers agree to contact Golden Fragrance prior to initiating any chargeback or dispute.

Filing a chargeback without first attempting resolution may result in:

- Denial of further support  
- Account suspension  
- Submission of tracking, delivery confirmation, and policy agreement as evidence  

Fraudulent or abusive claims will be escalated accordingly.

8. Processing of Approved Claims

Approved resolutions are processed within **5–10 business days**.

Additional delays may occur depending on the customer’s financial institution.

9. Promotional & Discounted Items

Items purchased under promotions, discounts, or sales are non-refundable unless they qualify under Section 3.

Promotions cannot be applied retroactively.

10. Abuse Prevention

Golden Fragrance reserves the right to deny claims or future service to customers who demonstrate:

- Repeated or excessive claims  
- Inconsistent or unverifiable reports  
- Suspected fraudulent activity  

11. Policy Acknowledgment

By completing a purchase, you acknowledge and accept this policy in full.

12. Contact Information

For assistance:

support@goldenfragance.com

Golden Fragrance reserves the right to modify this policy at any time without prior notice.