Cancellation and Refund Policy

1. Introduction

At Heaven Fragrance, we strive to provide the highest quality perfumes and excellent customer service. If you need to cancel or return an order, we are here to help. This Cancellation and Refund Policy outlines the terms and conditions for cancelling orders and receiving refunds for products purchased from our online store.

2. Cancellation Policy

We understand that sometimes plans change. If you wish to cancel your order, please follow the guidelines below:

Order Cancellation Before Shipment: If your order has not yet been shipped, you may cancel it for a full refund. To cancel your order, please contact us as soon as possible at support@heavenfragrance.com with your order number and cancellation request.
Order Cancellation After Shipment: Once an order has been shipped, it cannot be cancelled. However, you may still return the product (subject to our return policy) once you receive it.
Non-Cancellable Items: Certain products, such as special edition fragrances, customized products, or gift cards, may not be eligible for cancellation. Please check the product description at the time of purchase to confirm whether the item is cancellable.

3. Return and Refund Policy

We want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may be eligible for a return or refund. Please review the following conditions:

Return Eligibility: To be eligible for a return, your item must be unused, unopened, and in the same condition as when you received it. It must also be in its original packaging.
Return Period: You can request a return within 30 days from the date of receipt of your order. After 30 days, we are unable to accept returns or issue refunds.
Return Process: To initiate a return, please contact our customer support team at support@heavenfragrance.com. You will need to provide your order number and the reason for the return. We will guide you through the return process.
Return Shipping: You are responsible for paying for the return shipping costs unless the return is due to a defect or error on our part. If we provide a return label, the cost of return shipping will be deducted from your refund.
Refunds: Once your return is received and inspected, we will process your refund. If the return is approved, a refund will be issued to your original method of payment. Please note that it may take 5-7 business days for the refund to appear on your account, depending on your payment provider.
Non-Refundable Items: Certain items, such as opened or used perfumes, gift cards, and clearance items, may not be eligible for refund. Please check the product description for return eligibility before purchasing.

4. Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at support@heavenfragrance.com with your order number and a description of the issue. We will provide you with instructions for returning the damaged product, and we will either send you a replacement or issue a full refund.

5. Exchanges

Currently, we do not offer exchanges. If you wish to exchange an item for a different fragrance or size, you must return the original product for a refund and place a new order for the desired product.

6. Exceptions

In certain circumstances, we may refuse a cancellation or return request. The following are not eligible for return or refund:

Items that have been used, opened, or damaged by the customer.
Personalized or custom-made products (if applicable).
Items marked as non-returnable or final sale at the time of purchase.

7. Changes to This Policy

We reserve the right to update or modify this Cancellation and Refund Policy at any time. Any changes will be posted on this page with an updated "Effective Date" at the top of the policy. Please review this policy periodically for any updates.

8. Contact Us

If you have any questions or concerns about our Cancellation and Refund Policy, please contact us:

Email: support@heavenfragrance.com