Refund policy

At Fragna, we are committed to delivering products of the highest quality. Due to the nature of fragrance and personal care products, we kindly ask customers to review the following policy before placing an order.

Eligibility for Returns

Returns or exchanges may only be accepted under the following circumstances:

The product received is damaged upon delivery.
The incorrect item was received.
The product contains a manufacturing defect.

Requests must be submitted within 48 hours of receiving the order, accompanied by clear photographic evidence of the issue.

Non-Returnable Items

For hygiene, safety, and quality assurance reasons, the following items cannot be returned or refunded:

Opened or used fragrance products
Personalized or custom-label orders
Made-to-order or bespoke products
Gift cards or promotional items
Products damaged due to misuse, improper storage, or mishandling

Refund Process

Once a return request is reviewed and approved by our team, eligible refunds will be processed through the original payment method used during purchase.

Please allow [5–14] business days for refund processing depending on your payment provider.

Shipping Costs

Shipping fees, customs duties, and import charges are non-refundable unless the return results from an error on Fragna’s part.

Exchange Policy

Approved exchanges are subject to product availability. If the requested replacement is unavailable, a refund or alternative solution may be offered.

Custom Orders & Personalized Labels

Customized products, private label projects, and personalized orders are final sale and cannot be cancelled, returned, exchanged, or refunded once production has commenced or approval has been provided.