Refund policy
Right of Withdrawal
In accordance with EU consumer law, you have the right to withdraw from your purchase within 14 days from the day you receive your goods without providing a reason. To exercise this right, you must inform us of your decision via a clear statement sent to support@fragralux.com.
This return policy applies to both standard returns (change of mind) and defective or non-conforming goods, as described below.
Hygiene-Based Return Restrictions
To comply with health and hygiene standards, perfume products fall under the “Sealed Goods” exception of the EU Consumer Rights Directive.
Eligible for Return:
Only perfumes in their original, unopened, and intact cellophane wrap/seal can be returned within the 14-day withdrawal period.
Ineligible for Return:
Once the cellophane seal or the bottle has been opened, sprayed, or used, the product becomes non-returnable due to hygiene and health protection reasons.
Return Process & Shipping Costs
Standard Returns:
For returns due to change of mind (unopened items), the customer is responsible for the return shipping costs. No restocking fees apply.
Defective or Incorrect Items:
If the return is due to a defective product or an error on our part, we will reimburse the return shipping costs.
Instructions:
Please contact support@fragralux.com to receive return instructions and the correct return address.
Response Time & Refund Timeline
Support Response:
We respond to all return inquiries within 2 business days.
Refund Processing:
Approved refunds are issued within 14 days after we receive the returned item.
The refund includes the full purchase price and the original standard delivery cost.
Legal Guarantee for Defective Goods
Regardless of the hygiene exception above, all products are covered by a 2-year legal guarantee of conformity under EU law.
If a product is found to be defective, faulty, or not as described, you are entitled to:
- Repair
- Replacement
- Full refund
The hygiene restriction does not apply to manufacturing defects (for example: a broken atomizer or leaking bottle).
This guarantee covers manufacturing defects existing at the time of delivery.
It does not cover accidental damage, normal wear and tear, or defects caused by misuse or improper storage by the customer.
Contact & Merchant Identity
TRADE PEAK LIMITED
Company ID: 15596647
262 Uxbridge Road, London, Greater London, England, HA5 4HS
Email: support@fragralux.com