Refund policy

Return & Refund Policy

Last Updated: June 30, 2026

At Hila Fragrances, customer satisfaction is important to us. We take great care in packaging and delivering every order. Please read our Return & Refund Policy carefully before making a purchase.

1. Return Eligibility

Due to the personal and hygienic nature of fragrance products, we generally do not accept returns or exchanges for perfumes that have been opened or used unless the product is damaged, defective, or the wrong item was delivered.

To be eligible for a return, the product must:

Be reported within 48 hours of delivery.
Be in its original packaging.
Be unused except for reasonable inspection.
Include all original accessories, if applicable.

2. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, leaking, or you receive the wrong product, please contact us within 48 hours of receiving your order.

To help us process your request, please provide:

Your order number
Clear photos of the product
Photos of the packaging
A brief description of the issue

Once verified, we will arrange a replacement or refund, depending on product availability and the circumstances.

3. Non-Returnable Items

The following items are not eligible for return or refund:

Opened or significantly used perfume bottles.
Products damaged due to misuse or improper storage.
Products purchased during clearance or special promotional sales (unless received damaged or incorrect).
Change of mind after the order has been dispatched or delivered.

4. Refunds

If your refund request is approved, refunds will be processed using the original payment method whenever possible.

For Cash on Delivery (COD) orders, refunds may be made through bank transfer or another mutually agreed method.

Please allow 10–20 business days for approved refunds to be processed after confirmation.

5. Exchanges

Where applicable, we may offer a replacement instead of a refund if:

The wrong product was delivered.
The item arrived damaged.
The product has a verified manufacturing defect.

Replacement requests are subject to product availability.

6. Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled and will instead be subject to this Return & Refund Policy.

7. Shipping Charges

Shipping charges are generally non-refundable unless:

We shipped the incorrect product.
The item arrived damaged due to shipping.
The return is the result of an error by Hila Fragrances.

If a return is approved for any of these reasons, we will also cover the reasonable cost of return shipping where applicable.

8. Refused Deliveries

If a customer refuses to accept a confirmed order without a valid reason, Hila Fragrances reserves the right to refuse future Cash on Delivery (COD) orders from that customer.