Refund policy

Return & Refund Policy

At Fragrance HUB, we want our customers to shop with confidence. Please read the following Return & Refund Policy carefully before placing your order.

Return Requests

If you wish to return a product due to a change of mind, the return request must be submitted to Fragrance HUB on the same day the order is received.

Return requests submitted after the day of delivery may not be accepted, except where the customer has rights under applicable law.

Before returning any item, you must contact our team and receive approval for the return.

You can contact us through:

Phone / WhatsApp: 00962790405174
Email: fragrance.m91@gmail.com
Location: Amman, Jordan

Items returned or delivered to our warehouse without prior approval may not be accepted.

Return Eligibility

For a voluntary or change-of-mind return to be accepted, the product must:

  • Be in the same condition in which it was received.

  • Be unused and unsprayed.

  • Be unopened and in its original condition, except where the product was opened at the time of delivery solely for the purpose of inspecting it for damage.

  • Include the original packaging, seals, labels, and accessories.

  • Show no signs of use, alteration, misuse, or damage caused after delivery.

  • Be accompanied by proof of purchase or order confirmation.

For hygiene, safety, and product-integrity reasons, a perfume that has been sprayed or used cannot be returned due to a change of mind.

Inspection Upon Delivery

Customers are required to inspect their order immediately at the time of delivery.

After completing payment to the delivery representative, the customer may open the package and visually inspect the perfume before the delivery representative leaves.

The purpose of this inspection is to ensure that the perfume bottle and its packaging are free from any visible:

  • Breakage

  • Cracks

  • Leakage

  • Physical damage

  • Damage caused during storage or transportation

The perfume should not be sprayed or used during this inspection.

If any visible breakage, leakage, or damage is discovered, the customer must contact Fragrance HUB immediately at the time of delivery and before the delivery representative leaves.

The customer should retain the product, original packaging, and all accompanying materials in the condition in which they were received.

Fragrance HUB may request photographs or videos of the product, packaging, and damage in order to review and document the case.

Damaged, Defective, or Incorrect Products

If you receive a visibly broken, leaking, damaged, or incorrect product, please report the issue immediately in accordance with the inspection procedure above.

Where an issue could not reasonably have been identified during the delivery inspection, please contact Fragrance HUB as soon as the issue is discovered.

We may request photographs, videos, batch information, packaging details, or other information reasonably required to evaluate the case.

Once the issue has been reviewed, Fragrance HUB will provide the appropriate solution in accordance with this policy and applicable law.

Authenticity Guarantee

Fragrance HUB sells original and authentic perfumes only.

Our perfumes are sourced from official agents in Jordan or from official and authorized distributors in Jordan and abroad.

We do not sell counterfeit, imitation, replica, or “Master Copy” perfumes.

We guarantee the authenticity of perfumes purchased directly from Fragrance HUB.

If you have any concern regarding the authenticity of a product purchased from us, please contact our management team directly so that the matter can be reviewed.

Non-Returnable Items

A voluntary or change-of-mind return will not be accepted in the following cases:

  • The return was not requested on the same day the order was received.

  • The perfume has been sprayed or used.

  • The product has been damaged by the customer after delivery.

  • The original packaging, seals, labels, batch information, or identifying information has been removed, altered, or damaged, except where opening was reasonably necessary to inspect a reported delivery-related damage.

  • The product was damaged due to misuse, negligence, improper handling, or improper storage after delivery.

  • The item was returned without prior approval from Fragrance HUB.

Promotional, discounted, or clearance items may also be excluded from voluntary or change-of-mind returns where this is clearly stated at the time of purchase.

These restrictions do not limit any mandatory rights the customer may have in relation to defective, incorrectly supplied, or otherwise non-conforming products under applicable law.

Return Delivery Costs

The customer is responsible for arranging and paying the costs of delivering an approved returned product to the Fragrance HUB warehouse in Amman, Jordan, unless Fragrance HUB confirms otherwise or applicable law requires otherwise.

After approving the return request, our team will provide the customer with the return location and necessary instructions.

Fragrance HUB is not responsible for a returned product until it has been received at the designated return location.

Customers are therefore advised to use an appropriate and reliable delivery method and to package the returned product securely.

Exchanges

If you wish to exchange a product, please contact our team first.

Where the original product meets the return conditions stated in this policy, the return will be reviewed and, once accepted, the customer may place a new order for the desired product.

Availability of the replacement product cannot be guaranteed until the new order is confirmed.

Refunds

Once an approved returned product has been received by Fragrance HUB, it will be inspected to confirm that it meets the conditions of this policy.

The customer will then be informed whether the refund has been approved.

If approved, the refund will be processed using an appropriate available payment or transfer method.

For orders originally paid through Cash on Delivery or CliQ, our team may request the customer's CliQ or bank details in order to process the refund.

Approved refunds will normally be processed within 10 business days after the return has been received, inspected, and approved.

Any time required for the amount to appear in the customer's account after the refund has been processed may depend on the relevant bank or payment service.

Order Cancellation Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible through phone or WhatsApp.

We will make reasonable efforts to cancel the order before it is handed over for delivery.

Once the order has been dispatched, it will be handled according to the return conditions stated in this policy.

Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or waive any mandatory rights available to consumers under the applicable laws and regulations of the Hashemite Kingdom of Jordan.

Where any provision of this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail.

Contact Us

For any questions regarding returns, refunds, exchanges, damaged products, or product authenticity, please contact:

Fragrance HUB
Amman, Jordan

Phone / WhatsApp: 00962790405174
Email: fragrance.m91@gmail.com