Refund policy
Return & Refund Policy
Last updated: October 13, 2025
Thank you for shopping with Diwan Perfume.
We take pride in providing authentic and high-quality perfumes to our customers. Please read our Return & Refund Policy carefully before making a purchase.
1. No Change of Mind Returns
Due to the personal nature of perfume products and hygiene regulations, we do not accept returns or provide refunds for change of mind, incorrect selection, or dislike of fragrance.
Please ensure you review product details and descriptions carefully before making your purchase.
2. Damaged, Faulty, or Incorrect Items
In accordance with the Australian Consumer Law, you are entitled to a replacement, repair, or refund if the product you receive is:
- Faulty or defective,
- Damaged in transit, or
- Significantly different from the description or product ordered.
If you receive a damaged or incorrect item, please contact us within 7 days of delivery at diwansperfume@gmail.com with the following details:
- Your order number,
- A clear description of the issue, and
- Photo or video evidence of the damage or fault.
Once verified, we will provide instructions for return or replacement.
We may request you to return the product (unopened and in its original packaging) for inspection before a replacement or refund is issued.
3. Conditions for Returns
To be eligible for a return due to damage or fault:
- The product must be unused and in its original condition.
- Packaging (including box, wrapping, and labels) must be intact.
- The return request must be made within 7 days of receiving the order.
We reserve the right to decline a return or refund if the item shows signs of use, tampering, or if sufficient evidence of damage/fault is not provided.
4. Refunds (If Approved)
Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.
Approved refunds will be processed to your original method of payment within 5–10 business days, depending on your bank or payment provider.
5. Exchanges
We only replace items if they are defective, damaged, or incorrectly sent.
If you need an exchange for the same item, contact us at diwansperfume@gmail.com and include your order details and photos of the issue.
6. Shipping Costs
- We cover the return shipping costs only for faulty, damaged, or incorrect items.
- For all other cases, return shipping is at the customer’s expense.
We recommend using a trackable shipping service for any returns. We are not responsible for lost return parcels.
7. Contact Us
If you have any questions or need to request a return for a damaged or faulty product, please contact our customer service team:
Email: diwansperfume@gmail.com
8. Your Rights Under Australian Law
Nothing in this policy limits your rights under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, and compensation for any reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.