Refund policy

ALUN FRAGRANCE — RETURN & REFUND POLICY

At ALUN Fragrance, every product is carefully crafted, inspected, and packaged with the utmost care before it leaves our facility.

Due to the nature of our products and strict personal hygiene and safety standards, all sales are final. We do not accept returns, exchanges, or issue refunds for change of mind, personal preference (e.g., fragrance or scent perception), or incorrect selections made at checkout.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We inspect every order prior to shipment. However, in the rare event that your item arrives damaged in transit, defective, or if you receive the wrong product, we are here to help make it right.

To be eligible for a replacement or store credit:

  1. Notify Us Within 48 Hours: You must contact our customer support team at embunmerbak@gmail.com within 48 hours of parcel delivery (according to courier tracking timestamps).

  2. Provide Proof: Your email must include:

    • Your Order Number and Full Name.

    • Clear photos and/or a short unboxing video showing the shipping label, the damaged outer packaging, and the affected item(s).

  3. Item Condition: The item must remain unused and in its original secondary packaging.

Once verified and approved, we will arrange for a replacement of the identical item to be dispatched to you at no additional cost. If the item is out of stock, we will issue a store credit or refund for the value of the damaged item.

CANCELLED ORDERS & SHIPPING ISSUES

  • Order Modifications: Once an order is placed and confirmed, it enters our processing system immediately and cannot be cancelled or modified.

  • Unclaimed or Returned Parcels: Parcels returned to us due to an incorrect shipping address provided by the customer or failure to collect from the courier hub will incur a re-delivery fee before being re-dispatched. Original shipping costs are non-refundable.

CONTACT US

For any questions regarding your order, please reach out to us at:

  • Email: embunmerbak@gmail.com

  • Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM MYT