Refund & Cancellation Policy

At V12 Perfumes, your complete satisfaction matters to us. This policy explains how product returns, refunds, and order cancellations work. 1. Return Window You may request a return for any product within 7 days of receiving your order. 2. Conditions for Accepting a Return For hygiene reasons and due to the nature of fragrance and incense products, items cannot be returned once the protective seal (cellophane wrap) has been opened, the seal broken, or the product used, except in the case of a clear manufacturing defect or an error on our part (a damaged item or an item different from what was ordered). For a return to be accepted, the item must be: • In its original, unopened, unused condition. • With the seal and protective wrap intact. • In its original packaging and box, undamaged. 3. How to Submit a Return Request Log in to your account, open "My Orders", select the relevant order, then click "Request Return" and specify the items, quantity, and reason for return. We will review your request and respond within business days. 4. Return Statuses A return request goes through several statuses: pending review, approved, item received, refunded, or rejected (with an explanation from our team). 5. How Refunds Are Processed Once a return request is approved and the item is confirmed received, the refunded amount is credited to your in-store wallet within your account, which you can use immediately on any future purchase. 6. Return Shipping Cost If the return is due to an error on our part (a damaged item or an item different from what was ordered), the store covers the return shipping cost. If the return is for personal reasons (and the item is still sealed and undamaged), the customer may bear the shipping cost. 7. Order Cancellation You may request to cancel your order before it ships by contacting us directly via WhatsApp or the "Contact Us" page, and we will process the cancellation if the order has not yet left our warehouse. 8. Exchanges We do not currently offer direct product exchanges; please submit a return request for the unopened, unused item, then place a new order for the replacement product. 9. Contact Us For any inquiries about a return or cancellation request, please reach out through the "Contact Us" page or via WhatsApp.