At ANVERA, every order is prepared with care and attention to preserve the quality, integrity and experience of the fragrance.
Due to the personal and consumable nature of fragrance products, we are generally unable to accept returns, exchanges or refund requests once an order has been delivered.
However, customer satisfaction remains important to us, and we will make reasonable efforts to assist in cases involving damaged, defective or incorrect products.
DAMAGED OR INCORRECT ORDERS
If your order arrives damaged, defective or incorrect, please contact us within 48 hours of delivery with:
- Your order number
- Relevant photographs of the package and product
- A brief description of the issue
Once reviewed, our team will determine the appropriate resolution, which may include a replacement, store credit or refund where applicable.
Requests submitted beyond the specified timeframe may not be eligible for review.
NON-RETURNABLE ITEMS
For hygiene, safety and product integrity reasons, the following items are generally not eligible for return or exchange:
- Opened fragrance products
- Used products
- Products with tampered packaging
- Gift cards or promotional items
- Products purchased during special promotional campaigns where specified
REFUND PROCESS
Where a refund is approved, the amount will be processed through the original payment method used during checkout.
Refund timelines may vary depending on the payment provider, banking institution and transaction method.
Typically, approved refunds are processed within 5–10 business days.
ORDER CANCELLATIONS
Orders may only be cancelled before they have been processed or dispatched.
Once an order enters the shipping or fulfilment stage, cancellation requests may no longer be possible.
To request a cancellation, customers are encouraged to contact us at the earliest through the contact details provided below.
SHIPPING CHARGES
Shipping charges, where applicable, are generally non-refundable unless the refund request arises from an incorrect or damaged order caused by our fulfilment process.
FRAUD PREVENTION & POLICY MISUSE
ANVERA reserves the right to refuse refund or replacement requests in situations involving suspected misuse, fraudulent claims or abnormal return activity.
Each request is reviewed individually to ensure fairness and operational integrity.