Return and Refund Policy

Return and Exchange Policy

We are committed to ensuring a positive shopping experience for our customers. Please review our return and exchange policy below:

  1. Eligibility for Return and Exchange

    • Purchases are eligible for return or exchange within seven (7) days of receiving the item(s).
    • Items must be returned in resaleable condition with original packaging and an attached invoice.
    • Exchanges are allowed for items of equal value only if the received perfume is proven to be defective due to a manufacturing fault.

  2. Conditions for Returns and Exchanges

    • Returns or exchanges due to scent incompatibility from blind purchases will not be accepted.
    • Any return or exchange request must be communicated via email, WhatsApp, or Facebook Messenger on the official Fragkaki website.

  3. Processing of Returns and Exchanges

    • If a manufacturing fault is confirmed, we will arrange pick-up and re-send the item at no charge.
    • For other approved reasons, the customer will bear the shipping charges.
    • All return and exchange requests will be reviewed and approved by Fragkaki.

  4. Refunds and Replacements

    • Fragkaki reserves the right to replace the returned item with a new item of the same original order or issue a refund via bank transfer.
    • Shipping charges are non-refundable.
    • All points accumulated from the purchase will be deducted upon the refund of the item.

  5. Damaged or Incorrect Items

    • If you receive a damaged or incorrect item, please notify us within 48 hours of receiving the item.
    • We will arrange for the return of the damaged or incorrect item and send a replacement at no additional cost.

  6. Non-Returnable Items

    • Items that have been used, altered, or damaged by the customer are not eligible for return or exchange.
    • Gift cards and promotional items are non-returnable and non-refundable.

  7. Submission and Review

    • All return and exchange requests must be communicated via email, WhatsApp, or Facebook Messenger on the official Fragkaki website.
    • Requests will be reviewed within five (5) business days, and customers will be notified of the decision.

  8. Contact Information

    • For any questions or concerns regarding our return and exchange policy, please contact our customer service team at info@fragkaki.my, WhatsApp +01125792400, or Facebook Messenger via our official Fragkaki website.

By shopping with us, you agree to our return and exchange policy. Fragkaki reserves the right to amend this policy at any time without prior notice.