Refund & Return Policy


REFUND & RETURN POLICY

We want you to feel confident with every bottle you buy from Pro Perfumes Kenya. If a scent isn’t the right fit for you, we’ve made our return and refund process as simple and transparent as possible.

Time Frame to Request a Refund:

  • You have 7 days from the date your order is delivered to decide whether the product is right for you.
  • If you would like to request a refund, please contact us within these 7 days so that we can assist you with the return process.
  • Requests received after the 7-day period may not be eligible for a refund unless otherwise required by applicable Kenyan law. 

Eligibility for Refunds:

To help us process your request quickly, please ensure that:

  1. The perfume is kept in its original box.
  2. All labels and protective stickers remain intact.
  3. The bottle and packaging are in good condition and are not damaged.
  4. The product has not been intentionally damaged, altered or misused.

Can I Try the Perfume?

Yes, you can try it.

We understand that choosing a fragrance online can be difficult. You may spray and wear the perfume during the 7-day period to see how the fragrance develops and settles on your skin.

However, the product must still be returned with its original packaging, labels and protective materials, and the bottle and packaging must remain in good condition.

Sale & Discounted Products:

All products, including discounted and sale items, are eligible for a refund provided they meet the eligibility requirements stated in this policy.

How to Start Your Return:

If you would like to request a return or refund, please contact our customer-support team within 7 days of delivery.

Please provide:

  1. Your order number.
  2. Your name and contact details.
  3. The product you wish to return.
  4. The reason for your return.
  5. Photos of the product and packaging, where requested.
  6. Our team will review your request and provide you with the next steps.

Support Hours: Monday to Saturday | 09:00 AM – 06:00 PM (EAT)

Refund Processing:

  1. Once your returned product has been received and inspected, we will notify you whether your refund has been approved.
  2. If approved, the refund will be processed through the applicable payment method or another reasonable method agreed with you.
  3. The time required for the refund to reach you may depend on your payment provider, bank or other financial institution.

Return Shipping:

Unless otherwise agreed or required by applicable law, return delivery costs may be the responsibility of the customer.

We will provide the applicable return instructions when your return request is approved.

Damaged or Incorrect Products:

If you receive a product that is damaged, defective or different from what you ordered, please contact us as soon as reasonably possible after delivery.

We may request photographs or other information to help us investigate the issue and arrange an appropriate solution, which may include a replacement or refund where applicable.

Contact Us:

If you have any questions about our Return & Refund Policy, please contact us:

  • Email: properfumes.nairobi@gmail.com / info@properfumeskenya.com
  • Phone/WhatsApp : +971 50 140 9472

Always a Pleasure to see our customers happy & satisfied with the product quality & our service.