Refund policy
Refund & Return Policy
Due to the intimate and hygiene-sensitive nature of luxury fragrances, HAIDERALUX operates a strict no-return and no-refund policy on all orders once dispatched.
We do not accept returns or offer exchanges for change of mind, personal preference on scent notes, or accidental orders.
Exceptions: Damaged, Defective, or Incorrect Items
We inspect every order thoroughly prior to shipment. However, in the rare event that your item arrives damaged in transit, defective, or incorrect, you are eligible for a replacement or store credit under the following strict conditions:
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Unopened & Unused Condition: The item must remain strictly unopened, unused, in its original factory cellophane packaging (if applicable), and with all security seals, tags, and boxes completely intact. We cannot accept returns on any item where the outer packaging or protective seal has been broken, tested, or tampered with.
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24-Hour Reporting Window: You must notify our customer care team within 24 hours of delivery by emailing haideralux@proton.me.
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Proof Required: Your email must include:
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Your full name and Order Number.
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Clear photo and video evidence demonstrating the damaged box, leaking bottle, defect, or wrong item received.
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Clear photos showing the factory seal and cellophane wrapping are completely untouched.
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Return Process & Evaluation
Once we review your claim, if approved, we will provide you with instructions on how and where to return the item. Items sent back to us without prior authorization will not be accepted or processed.
Upon receipt and inspection of the returned item, if it meets all the conditions above (unopened and damaged/incorrect), we will issue a replacement or store credit. Original shipping costs are non-refundable.
Order Cancellations
Orders cannot be canceled or modified once they have been processed or dis