Return & Refund Policy – 11M Fragrances
Our promise to you

Return & Refund Policy

We want every experience with 11M Fragrances to be exceptional. If something is not right, we are here to make it right. Please read our policy carefully so you know exactly what to expect.

Effective date: June 2025Last updated: June 2025
Return window
7 days from delivery
Eligible items
Unopened & sealed only
Refund method
Original payment or store credit
01

Return Eligibility

We want you to be fully satisfied with your purchase. To be eligible for a return, your item must meet the following conditions.

Eligible
Unopened & sealed
Item must be in its original packaging, completely unsealed and unused.
Eligible
Within 7 days
Return request must be submitted within 7 days of confirmed delivery.
Eligible
Wrong item received
We sent you the incorrect product — full return and replacement at no cost to you.
Eligible
Damaged on arrival
Item arrived broken, leaking, or visibly damaged during transit.
02

Non-Returnable Items

Due to the intimate and hygienic nature of fragrances, we cannot accept returns on the following items under any circumstances.

Not eligible
Opened or used items
Any product that has been opened, sprayed, or tested cannot be returned.
Not eligible
Fragrance decants
All decants are prepared to order and cannot be returned once dispatched.
Not eligible
Discounted / sale items
Items purchased at a discounted or promotional price are final sale.
Not eligible
Gift sets & bundles
Curated gift sets and bundle packs cannot be returned for a partial refund.
Please note
We strongly recommend requesting a sample or decant before purchasing a full bottle. This helps ensure you love the scent before committing to a full purchase.
03

How to Initiate a Return

Follow these steps to start your return. We aim to make the process as seamless as possible.

1
Contact us within 7 days
Email us at hello@11mfragrances.com or message us on WhatsApp with your order number and a brief description of the issue. Include photos where applicable.
2
Await confirmation
Our team will review your request and respond within 24 business hours with next steps and a return authorisation number.
3
Pack & ship the item
Securely repackage the item in its original packaging. Include your order number inside the parcel and ship to the address provided by our team.
4
Refund or exchange processed
Once we receive and inspect the item, your refund or exchange will be processed promptly. You will receive a confirmation by email.
Do not return without authorisation
Returns sent without prior authorisation will not be accepted and may be returned to sender at their expense. Always contact us first.
04

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed as follows.

Refund methodProcessing timeNotes
Mobile Money (MoMo)1–2 business daysRefunded to the original MoMo number used
Bank transfer3–5 business daysPlease allow extra time for inter-bank processing
Store creditInstantValid for 12 months, applicable to any future order
Card payment5–10 business daysDependent on your card issuer's processing time
Partial refunds
In certain situations, only a partial refund may be granted — for example, if an item is returned in a condition other than what was originally communicated, or if accessories or packaging are missing.
05

Exchanges

We are happy to exchange an eligible item for a different fragrance of equal or lesser value. If you would like a higher-value item, the difference must be settled before dispatch.

Exchanges are subject to stock availability. If your desired exchange item is out of stock, we will offer you a store credit or a full refund instead.

To request an exchange, follow the same return process outlined above and indicate your preferred replacement product in your initial message.

06

Damaged or Incorrect Orders

We take great care in packaging every order. In the unlikely event that your item arrives damaged, leaking, or incorrect, please contact us immediately.

To process your claim quickly, please provide the following within 48 hours of delivery:

📸
Photos of the item
Clear images showing the damage or the incorrect product received.
📦
Photos of the packaging
Images of the outer box and inner wrapping to help us assess transit handling.
🧾
Order number
Your order reference number, found in your confirmation email or receipt.
📱
Contact details
Your name and the phone number or email used to place the order.

We will cover all return shipping costs and offer a full replacement or refund for damaged and incorrect orders.

07

Return Shipping Costs

Return shipping costs depend on the reason for the return:

We cover the cost
Our error or damage
Wrong item sent, damaged in transit, or defective product — we pay for the return label.
Customer covers cost
Change of mind
If you are returning an eligible item for a reason other than our error, return shipping is at your expense.
Shipping recommendation
We strongly recommend using a tracked shipping service for your return. 11M Fragrances cannot be held responsible for items lost or damaged in return transit.
08

Questions? We are here.

If you have any questions about this policy or need help with a return, please do not hesitate to reach out. Our team is happy to assist.

Confidence in every purchase

Every fragrance we send is authentic, carefully packaged, and backed by our commitment to your satisfaction. Shop with complete peace of mind.

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