At Excel Emporium, customer satisfaction is our priority. We ensure that all our products are carefully inspected and packaged before dispatch. However, if an issue arises with your order due to a fault from our end, we offer the following refund and return options:
1. Eligibility for Returns
- Faulty Products: If the product you receive is defective or damaged due to our error, you are eligible for a return and refund.
- Return Window:
- For orders within Port Harcourt (PH), items must be returned within 24 hours of receiving the product.
- For orders outside PH, items must be returned within 3-5 working days of delivery.
- Please note: Returns are only accepted for faulty items. We do not offer returns for change of mind or dissatisfaction with the fragrance or style.
2. Return Conditions
- The item must be unused and in the same condition that you received it.
- It must also be in the original packaging with all tags and labels intact.
- Any returns that do not meet these conditions may be refused.
3. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Us: Email us at support@excelemporium.com within the applicable return window, providing details of the fault along with your order number.
- Return Instructions: We will review your claim and provide instructions on how to return the product.
- Shipping: The customer is responsible for the shipping cost of returning the item. If the return is approved, we will issue a refund or replacement once the item has been received and inspected.
4. Refunds
- Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
- If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.
5. Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at support@excelemporium.com.
6. Non-Returnable Items
- Fragrances and accessories that are used or have been tampered with cannot be returned.
- Sale or discounted items are final sale and are not eligible for returns.