Returns & Refunds

Because fragrance is a perishable, personal product, we can accept returns only of unopened and unused bottles in their original packaging, with the seal intact. Return requests must reach us within 14 days of delivery.

If the seal is broken we cannot resell the bottle, so it cannot be refunded. That is not a technicality — it is the same reason we can promise you that nothing you receive has been opened before.

Orders paid online through Paystack are refunded to the original payment method. Once we have the bottle back and checked it, allow 5–10 business days for the funds to appear; the delay after that is your bank’s, not ours.

Cash-on-delivery orders are refunded by mobile money or bank transfer to details you give us, once the returned bottle has been verified.

Shipping is refunded only where the return is our fault — a damaged, incorrect or faulty item. A change of mind carries the return postage.

If a fragrance arrives damaged, or is not what you ordered, contact us within 48 hours of delivery with a photograph of the item and its packaging. We will send a replacement at no cost to you, and we would rather hear about it than have you keep a bottle you cannot use.

Email support@kartelperfume.com with your order number and the reason for the return. We reply with the return address and a reference to include in the parcel.

Please do not send a bottle back before you have that reference. An unlabelled parcel cannot be matched to an order, and we cannot refund what we cannot identify.

An order that has not yet shipped can be cancelled from your account, or by replying to your confirmation email. Once an order is with the courier it becomes a return instead.