Refund policy
Return & Refund Policy
English | 繁體中文版本 ↓
At Seraphine Scents, your confidence matters to us. We understand that purchasing fragrances online is a personal experience, and we want every customer to feel comfortable shopping with us.
We offer a 7-day return policy for eligible purchases, including perfumes that have been opened or lightly tested.
Whether you are shopping from Singapore, Malaysia, Hong Kong, Taiwan, Macau or another eligible international destination, our customer service team is here to assist with return and refund enquiries.
Please review the conditions below before requesting a return.
1. Our 7-Day Return Policy
Customers may request a return within 7 days of receiving their order.
We accept eligible return requests for:
- Unopened and unused perfumes.
- Products with opened or removed outer packaging.
- Opened perfume bottles that have been lightly tested.
- Products received in damaged, defective or incorrect condition.
To qualify for a change-of-mind return, the following conditions generally apply:
- The return request must be submitted within 7 days of delivery.
- The original perfume bottle must be returned.
- Any remaining original packaging should be included where available.
- Accessories and items originally supplied with the product should be included where applicable.
- Valid proof of purchase from Seraphine Scents must be provided.
- The product must not show signs of substantial usage, deliberate damage or misuse.
We understand that customers may need to experience a fragrance before deciding whether it suits their preferences.
For this reason, opened and lightly tested perfumes may qualify for a return, subject to the conditions outlined in this policy.
Products showing substantial usage, deliberate damage or misuse may not qualify for a change-of-mind refund.
All change-of-mind returns are subject to review and inspection before refund approval.
2. How to Request a Return
To request a return, please email our customer service team at info@seraphinescents.com within 7 days of receiving your order.
Please include the following information:
- Your order number.
- The name of the product you wish to return.
- The reason for your return request.
- Clear photographs of the product and packaging, where requested.
Our customer service team will review your request and advise you of the next steps.
If your return is approved, we will provide instructions on how and where to return the product.
Important: Please do not send any products back without receiving return instructions from our customer service team.
This helps ensure that your return can be identified, handled and processed correctly.
3. Can I Return an Opened or Lightly Tested Perfume?
Yes. Eligible opened and lightly tested perfumes may be returned under our 7-day return policy.
We recognise that choosing a fragrance online can be difficult because scent preferences vary from person to person.
Customers may wish to test a fragrance to determine whether it suits their preferences.
Light testing generally refers to limited use for evaluating a fragrance rather than regular or substantial usage.
Returned perfumes will be inspected to assess their condition, remaining contents and any signs of substantial use or misuse.
Products showing substantial usage, misuse or deliberate damage may not qualify for a change-of-mind refund.
We reserve the right to review returned products before approving a refund, subject to applicable consumer protection laws.
4. Damaged, Defective or Incorrect Products
We take care when preparing and packaging customer orders. However, if you receive a damaged, defective or incorrectly supplied product, please contact us as soon as possible.
Where possible, we encourage customers to report these issues within 7 days of delivery so that we can investigate promptly.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging.
- Additional information reasonably required to assess the issue.
Our customer service team will review the circumstances and advise you of an appropriate resolution.
Depending on the circumstances, this may include:
- A replacement product.
- A return and refund.
- Another appropriate remedy under applicable consumer protection laws.
Important: The suggested 7-day reporting period for damaged, defective or incorrect products does not limit any statutory consumer rights or remedies that may apply.
5. Return Shipping Costs
Return shipping arrangements and applicable costs depend on the reason for the return and the customer's location.
Change-of-mind returns:
Customers may be responsible for return shipping costs unless otherwise agreed by Seraphine Scents.
Damaged, defective or incorrectly supplied products:
Return shipping arrangements and any applicable costs will be assessed according to the circumstances and applicable consumer protection requirements.
For international returns, additional shipping arrangements may be necessary because perfumes can be subject to transportation restrictions.
Please contact our customer service team before arranging any return shipment.
Do not send products back without receiving return instructions from us.
6. Refund Processing
Once your returned product has been received, our team will inspect it to determine whether it meets the applicable return requirements.
If your refund is approved, it will be issued to your original payment method.
Please allow up to 10 business days after refund approval for the refund to be processed.
Your bank, credit card issuer or payment provider may require additional time before the refunded amount appears in your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@seraphinescents.com.
Our customer service team will assist you in reviewing the refund status.
7. International Returns & Refunds
Seraphine Scents serves customers across selected international markets.
Our return policy applies to eligible international purchases, subject to the conditions outlined in this policy and any applicable consumer protection laws.
Depending on the destination and circumstances, international returns may involve:
- Additional return shipping arrangements.
- Customs clearance procedures.
- Import or export requirements.
- Applicable duties, taxes or handling charges.
- Transportation restrictions affecting fragrances.
Any applicable return shipping costs or other charges will be communicated during the return review process.
International customers should contact our customer service team before sending products back so that appropriate arrangements can be discussed.
Please do not independently arrange an international return shipment without receiving instructions from Seraphine Scents.
8. Important Return Conditions
All change-of-mind return requests must meet the applicable conditions outlined in this policy.
Please note:
- Return requests should be submitted within 7 days of delivery.
- Opened and lightly tested perfumes may be eligible for return.
- Substantially used products may not qualify for change-of-mind refunds.
- Products showing deliberate damage or misuse may not qualify for change-of-mind refunds.
- Reasonable supporting information may be requested during the return review process.
- Returned products may be inspected before refund approval.
- Return shipping costs may apply depending on the circumstances.
Nothing in this policy excludes, restricts or limits any consumer rights or remedies that cannot lawfully be excluded under applicable laws.
9. Contact Seraphine Scents Customer Service
If you have questions about returns, refunds or an existing order, please contact our customer service team.
Email: info@seraphinescents.com
Customer Service Operating Hours: 10:00 AM – 8:00 PM daily (UTC+8).
Our team will be happy to assist with your enquiry.
Thank you for choosing Seraphine Scents.
退貨及退款政策
繁體中文 | 退貨及退款政策
在 Seraphine Scents，我們十分重視您的購物信心。我們明白，在網上選購香水是一種個人化的體驗，因此希望每位顧客都能安心、放心地選購我們的商品。
我們為符合條件的訂單提供 7 天退貨政策，包括已拆封或經少量試用的香水。
無論您來自新加坡、馬來西亞、香港、台灣、澳門或其他符合配送條件的國際地區，我們的客戶服務團隊均樂意協助您處理退貨及退款查詢。
申請退貨前，請先仔細閱讀以下條款。
1. 我們的 7 天退貨政策
顧客可於收到訂單後 7 天內提出退貨申請。
我們接受符合條件的以下退貨申請：
- 未拆封及未使用的香水。
- 外包裝已拆封或移除的商品。
- 香水瓶已開封並經少量試用的商品。
- 收到時已損壞、有瑕疵或與訂單不符的商品。
如因個人喜好改變而申請退貨，一般須符合以下條件：
- 必須於商品送達後 7 天內提出退貨申請。
- 必須退回原有香水瓶。
- 如仍保留原有包裝，應一併退回。
- 如適用，應一併退回商品原附配件及其他隨附物品。
- 必須提供 Seraphine Scents 的有效購買證明。
- 商品不得有大量使用、人為損壞或不當使用的跡象。
我們理解顧客可能需要親身體驗香氣，才能判斷香水是否符合個人喜好。
因此，已拆封及經少量試用的香水仍可能符合退貨資格，但須符合本政策所列條件。
如商品有大量使用、人為損壞或不當使用的跡象，可能不符合因個人喜好改變而申請退款的資格。
所有因個人喜好改變而提出的退貨申請，均須經審核及商品檢查後，方可批准退款。
2. 如何申請退貨
如需申請退貨，請於收到訂單後 7 天內，發送電子郵件至 info@seraphinescents.com 聯絡我們的客戶服務團隊。
請提供以下資料：
- 您的訂單編號。
- 您希望退回的商品名稱。
- 申請退貨的原因。
- 如有要求，請提供清晰的商品及包裝照片。
我們的客戶服務團隊將審核您的申請，並通知您後續安排。
如退貨申請獲批准，我們將提供退貨方式及退貨地址等相關指示。
重要提示：在收到客戶服務團隊的退貨指示前，請勿自行寄回任何商品。
此安排有助我們正確識別、接收及處理您的退貨。
3. 已拆封或經少量試用的香水可以退貨嗎？
可以。符合條件的已拆封及經少量試用的香水，可根據我們的 7 天退貨政策提出退貨申請。
我們明白，在網上選購香水可能較為困難，因為每個人對香氣的喜好均有所不同。
顧客可能希望先試用香水，以確認香氣是否符合個人喜好。
「少量試用」一般是指為評估香氣而進行的有限度使用，而非日常或大量使用。
我們將檢查退回香水的狀況、剩餘容量，以及是否有大量使用或不當使用的跡象。
如商品有大量使用、不當使用或人為損壞的跡象，可能不符合因個人喜好改變而申請退款的資格。
在符合適用消費者保護法律的前提下，我們保留在批准退款前檢查退回商品的權利。
4. 損壞、有瑕疵或錯誤商品
我們在準備及包裝訂單時均會謹慎處理。然而，如您收到的商品有損壞、瑕疵或與訂單不符，請盡快與我們聯絡。
如情況許可，我們建議顧客於商品送達後 7 天內通知我們，以便及時展開調查。
請提供：
- 您的訂單編號。
- 問題的詳細說明。
- 清晰的商品及包裝照片。
- 其他為評估問題而合理需要的資料。
我們的客戶服務團隊將根據實際情況審核，並向您提供適當的解決方案。
視乎具體情況，解決方案可能包括：
- 更換商品。
- 退貨及退款。
- 根據適用消費者保護法律提供其他適當補救措施。
重要提示：建議於 7 天內通報商品損壞、瑕疵或錯誤的期限，並不限制顧客依法享有的任何法定消費者權利或補救措施。
5. 退貨運費
退貨運送安排及相關費用，將視乎退貨原因及顧客所在地區而定。
因個人喜好改變而退貨：
除非 Seraphine Scents 另有同意，否則顧客可能需要承擔退貨運費。
商品損壞、有瑕疵或供應錯誤：
退貨運送安排及相關費用，將根據實際情況及適用消費者保護規定進行評估。
由於香水可能受到運輸限制，國際退貨或需作出額外的運送安排。
安排任何退貨寄送前，請先聯絡我們的客戶服務團隊。
在收到我們的退貨指示前，請勿自行寄回商品。
6. 退款處理
我們收到退回商品後，將檢查商品是否符合適用的退貨要求。
如退款獲批准，款項將退回至您的原付款方式。
退款獲批准後，請預留最多 10 個工作天供我們處理退款。
您的銀行、信用卡發卡機構或付款服務供應商可能需要額外時間，才能將退款顯示於您的帳戶中。
如退款獲批准後已超過 15 個工作天，但您仍未收到款項，請發送電子郵件至 info@seraphinescents.com 與我們聯絡。
我們的客戶服務團隊將協助您查詢退款狀態。
7. 國際退貨及退款
Seraphine Scents 為多個指定國際市場的顧客提供服務，包括新加坡、馬來西亞、香港、台灣及澳門。
本退貨政策適用於符合條件的國際訂單，並須遵守本政策所列條件及任何適用的消費者保護法律。
視乎目的地及實際情況，國際退貨可能涉及：
- 額外的退貨運送安排。
- 海關清關程序。
- 進出口相關要求。
- 適用關稅、稅項或處理費用。
- 影響香水運送的運輸限制。
任何適用的退貨運費或其他費用，將於退貨審核過程中通知顧客。
國際顧客應在寄回商品前先聯絡我們的客戶服務團隊，以便商討適當的退貨安排。
在收到 Seraphine Scents 的指示前，請勿自行安排國際退貨寄送。
8. 重要退貨條件
所有因個人喜好改變而提出的退貨申請，均須符合本政策所列的適用條件。
請注意：
- 應於商品送達後 7 天內提出退貨申請。
- 已拆封及經少量試用的香水可能符合退貨資格。
- 大量使用的商品可能不符合因個人喜好改變而申請退款的資格。
- 有人為損壞或不當使用跡象的商品可能不符合因個人喜好改變而申請退款的資格。
- 我們可能在審核退貨申請期間要求合理的補充資料。
- 退回商品可能須經檢查後方可批准退款。
- 視乎實際情況，可能需要支付退貨運費。
本政策的任何條款均不會排除、限制或削減適用法律規定不得依法排除的任何消費者權利或補救措施。
9. 聯絡 Seraphine Scents 客戶服務團隊
如您對退貨、退款或現有訂單有任何疑問，歡迎聯絡我們的客戶服務團隊。
客戶服務時間：每日早上 10:00 至晚上 8:00（UTC+8）。
我們的團隊樂意協助您處理查詢。
感謝您選擇 Seraphine Scents。