RETURN & REFUND POLICY

1. General Return Conditions

If you wish to request a return for a product that is not defective or incorrectly supplied, the product must normally be:

• Unused
• Unopened
• Unsprayed
• Untested
• Unwashed, where applicable
• In its original retail packaging
• With all seals intact
• With any protective cellophane or wrapping intact
• Complete with all included accessories, inserts or gift packaging
• In a condition suitable for resale

Please contact us before returning any item. Products sent back without prior approval may not be accepted.

2. Perfume & Fragrance Returns

Perfume is a personal product and fragrance preference varies significantly from person to person.

For hygiene, safety and product-integrity reasons, we cannot normally accept a return where:

• The perfume has been sprayed or tested
• The bottle has been opened or used
• The manufacturer's seal has been broken
• The cellophane or protective packaging has been removed where originally supplied
• The packaging has been damaged after delivery
• The product has been stored improperly after delivery

Once a fragrance has been opened or sprayed, it cannot normally be returned simply because the scent does not match your personal preference.

3. Fragrance Preference Is Personal

Fragrance perception is subjective.

A perfume may smell different depending on:

• Skin chemistry
• Skin type
• Body temperature
• Weather and humidity
• Application method
• Other skincare or body products
• Individual fragrance perception

A fragrance smelling different than expected or not matching your personal taste does not by itself mean that the product is defective.

We therefore encourage customers to review fragrance notes and product descriptions carefully before ordering. Our team is also happy to help with fragrance recommendations before purchase.

4. Fragrance Longevity & Projection

Perfume performance can vary considerably between fragrances and wearers.

Longevity, projection and sillage may be influenced by skin type, climate, fragrance concentration, ingredients, application and storage conditions.

Differences in perceived longevity or projection do not necessarily indicate that a fragrance is defective.

5. Skincare, Cosmetics & Personal-Care Products

For hygiene and safety reasons, opened or used skincare, cosmetic and personal-care products cannot normally be returned.

This includes, where applicable:

• Face creams
• Body creams and lotions
• Underarm products
• Serums and treatments
• Lip-care products
• Hair-care products
• Cosmetics
• Personal-care products
• Any other product with a hygiene or protective seal

If a skincare or cosmetic product has been opened, tested, applied or had its hygiene seal removed, it cannot normally be returned simply because it did not suit your personal preference or skin.

6. Skin Sensitivity & Reactions

Individual skin can react differently to cosmetic ingredients.

Customers are responsible for reviewing ingredient information and manufacturer instructions before using skincare, cosmetic or personal-care products.

Where appropriate, consider testing a small amount first before wider application.

If irritation occurs, discontinue use.

If you have known allergies, sensitive skin, a medical condition or a specific dermatological concern, seek appropriate professional advice before using a product.

7. Damaged, Broken or Leaking Products

We take care when packing perfumes, glass bottles and beauty products. However, damage can occasionally occur during transportation.

Please inspect your order as soon as possible after delivery.

If your product arrives broken, damaged, leaking or otherwise visibly compromised, please contact us preferably within 48 hours of receiving your order.

Please provide:

• Your order number
• Your full name
• A description of the problem
• Clear photographs of the affected product
• Photographs of the product box
• Photographs of the internal packaging
• Photographs of the external delivery parcel where relevant

Please keep the damaged product, bottle, box and shipping packaging until we have reviewed your case.

Do not dispose of a damaged or leaking item before receiving instructions from our customer service team.

8. Incorrect Product Received

If you receive a product different from the item shown on your order confirmation, please contact us promptly and preferably within 48 hours of delivery.

Please do not open, spray, test or use the incorrect product.

Once verified, we will arrange an appropriate replacement, return or refund.

9. Missing Items

If an item shown on your order confirmation is missing from your parcel, contact us as soon as possible.

Please provide your order number together with photographs of the parcel and the products received where requested.

10. Defective or Non-Conforming Products

If you believe a product is genuinely defective or materially different from what was ordered, please contact us with details of the issue.

We may ask for photographs, video or other information reasonably required to assess the product.

If the issue is verified, we will provide an appropriate remedy in accordance with this policy and any applicable consumer rights.

11. Packaging & Manufacturer Changes

Perfume and beauty manufacturers occasionally update bottle designs, boxes, labels, colours, caps, ingredient presentation or other packaging details.

As a result, the packaging received may sometimes differ slightly from product images displayed on our website while still being the same genuine product.

Minor manufacturer packaging changes alone do not normally constitute a defect.

12. Colour, Texture & Scent Variations

Some fragrance and beauty products may show minor variations between batches, including differences in liquid colour, texture, packaging or scent development.

Such normal manufacturing or formulation variations do not necessarily indicate that the product is defective.

13. Change-of-Mind Returns

If you change your mind after purchasing an eligible product, contact us before opening it.

Any change-of-mind return must be approved in advance and must meet all applicable unused, unopened, sealed and resale-condition requirements.

Return shipping costs for an approved change-of-mind return are normally the responsibility of the customer.

14. Sale, Promotional & Discounted Products

Sale, promotional or discounted products remain subject to our hygiene and product-integrity rules.

Any special return conditions shown on a particular promotion or product page will also apply, subject to applicable consumer rights.

15. Gift Sets, Bundles & Multi-Product Sets

Where a product is sold as a gift set, bundle or multi-item set, the complete set must normally be returned together.

Individual products from a set cannot normally be returned separately unless the specific item is defective, damaged or incorrectly supplied.

16. How to Request a Return

Please contact our customer service team before sending anything back.

Please provide:

• Your order number
• Your name
• The product you wish to return
• The reason for the return
• Photographs where relevant

We will review your request and let you know whether the return is eligible and provide return instructions where applicable.

17. Return Shipping Costs

For an approved change-of-mind return, the customer is normally responsible for the cost of returning the product.

If a return is required because:

• We supplied the wrong product
• An eligible product arrived damaged
• An eligible product is verified as defective

Alimma Scents will assist with the appropriate return arrangements and applicable costs.

18. Condition of Returned Products

Customers are responsible for ensuring that an approved return is packaged securely.

Where the customer is responsible for return shipping, we recommend using a delivery method that provides appropriate proof of dispatch or tracking.

We cannot normally issue a refund for a returned item that is lost during return transportation before reaching us, except where return transport was arranged directly by us.

19. Inspection of Returns

Returned products will be inspected after they are received.

We may refuse a change-of-mind return where the product:

• Has been opened
• Has been sprayed or tested
• Has been used
• Has a broken hygiene or security seal
• Is missing packaging or components
• Has been damaged after delivery
• Is not in resale condition

20. Refunds

Once an approved returned product has been received and inspected, we will notify you regarding the outcome of your return.

If a refund is approved, it will be processed using an appropriate refund method based on the original transaction and available payment options.

The time required for the refund to appear in your account can vary depending on your bank, card issuer, M-Pesa/payment provider or other payment service.

21. Delivery Charges

Original delivery charges are not normally refundable for a change-of-mind return.

Where an eligible return is caused by our error or a verified defect, applicable delivery costs will be considered as part of the resolution.

22. Exchanges

Where appropriate and stock is available, we may offer an exchange instead of a refund.

An exchange is subject to product availability and approval under this policy.

Please do not return a product for exchange before contacting us.

23. Purchases Made in Our Physical Store

Products purchased in our Nairobi store are also subject to hygiene, safety and product-integrity requirements.

Please retain your receipt or other proof of purchase if you need to contact us regarding a store purchase.

24. Proof of Purchase

We may request reasonable proof of purchase before processing a return, exchange, replacement or refund.

This may include:

• Order confirmation
• Order number
• Store receipt
• Payment confirmation

25. Your Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude or limit any rights that cannot legally be excluded under applicable consumer-protection law.

Where applicable law gives you additional rights in relation to defective, unsafe, incorrectly supplied or otherwise non-conforming products, those rights remain unaffected.

26. Contact Us About a Return

If you have a question about a return, damaged product, incorrect order or refund, please contact us before sending anything back.