Refund policy

Refund & Replacement Policy

Perfume is a sealed, alcohol-based product, and once opened it cannot be resold for reasons of hygiene and safety. So opened bottles cannot be returned. What we do cover is anything that reaches you wrong or faulty. This policy forms part of our Terms of Service.

In Short

Opened perfumes cannot be returned — no exceptions.
We replace or refund products that arrive wrong, damaged, leaking or defective.
Raise a claim within 48 hours of delivery.
Replacement is our first remedy; a refund follows where replacement isn't possible.
Refunds are processed within 7–10 working days of approval, to your original payment method. We do not offer store credit.
Orders can be cancelled before dispatch only.

What We Cover

Wrong product — you received a different fragrance, variant or quantity from the one you ordered.
Leakage in transit — the bottle has leaked, whether or not the carton looks damaged.
Damage on arrival — the bottle is cracked or broken, or the atomiser is damaged.
Manufacturing defect — the sprayer, cap or seal is faulty.

What We Cannot Cover

Opened or used bottles, for hygiene and safety reasons.
Not liking the scent. Fragrance is personal and changes on skin, so this isn't grounds for a return.
How long it lasts. Longevity varies with skin chemistry, climate and how it's applied, so we can't accept performance-based claims.
Minor colour or packaging differences. Screens vary, and packaging is updated from time to time without affecting quality.
Claims raised more than 48 hours after delivery, damage caused after delivery through misuse or poor storage, products without their outer carton, free gifts and samples, and anything bought outside xivora.store.

How to Raise a Claim

Email support@xivora.store within 48 hours of delivery, with the subject line Return Request — [Your Order Number]. Please attach:

Your order number.
Photos of the outer packaging, the product carton (including the batch panel), and the issue itself.
An unedited unboxing video if you have one — it's the strongest evidence for a damage or leakage claim, so we recommend recording one.

We respond within 2 working days. If your claim is approved, we arrange a reverse pickup where a return is needed, or ask you to self-ship and reimburse reasonable courier costs against a receipt.

Refunds

Approved refunds are processed within 7–10 working days to your original payment method via our payment gateway.
Shipping charges are non-refundable unless the return arises from our error (a wrong, damaged, leaking or defective product).

Cancellations

You can cancel an order before it is dispatched by emailing us with your order number. Once an order has been dispatched, it cannot be cancelled, and the Return terms above apply instead.