The Art of
Olfactory Craftsmanship

1. Returns & Refunds Overview

At ADAME HOUSE (SSM: 202603221386 / CA0426352-H), we craft our luxury fragrances (Creamy Island, Mangoria, Midnight Vanille Obscura, Tropical Leather, Orange Tea, Helior) with the highest standards. If you are not completely satisfied with your purchase, you may be eligible for a return, exchange, or refund under the conditions below.

2. Eligibility Window & Fragrance Hygiene Standards

To qualify for a change-of-mind return or scent exchange:

• 14-Day Return Window: Return requests must be initiated within 14 calendar days from the date of confirmed courier delivery.
• Sealed & Unopened Condition: In accordance with strict international cosmetic health, safety, and personal hygiene standards, returned perfumes must be 100% brand new, unopened, unused, un-sprayed, and in their original packaging with the clear cellophane / shrink-wrap seal intact and untampered.
• Opened or Tested Perfumes: Because fragrance formulations and atomizers cannot be sanitised or restocked once opened or sprayed, opened or test-sprayed bottles are strictly non-returnable and non-refundable (unless factory defective or damaged in transit).
• Proof of Purchase: A valid Order ID, receipt, or invoice number is required for all returns.

3. Damaged, Defective, Leaking, or Incorrect Items Guarantee

We carefully protect our luxury glass bottles with shock-absorbent packaging. However, if your package arrives compromised:

• Eligible Issues: Broken or cracked glass bottle, leaking liquid, non-functional / defective spray atomizer nozzle, or receiving the wrong scent/item.
• Reporting Window: Please inspect your parcel upon arrival and notify our team within 48 to 72 hours (and no later than 7 calendar days) of delivery.
• Evidence Required: Send clear photos or video showing:
  1. The outer courier box/flyer with the courier tracking consignment barcode clearly visible.
  2. The damaged, leaking, or defective bottle/nozzle.
  3. Your Order Reference Number.
• Full Resolution: We will immediately dispatch a brand-new replacement flacon via express courier at zero extra cost, OR issue a 100% full refund (including delivery charges) back to your original payment method.
• Shipping Coverage: ADAME HOUSE covers 100% of return shipping costs for verified damaged, defective, or incorrect items via a prepaid courier consignment note or postage reimbursement.

4. Order Cancellation Policy

• Before Dispatch: You may cancel your order for a 100% full refund if you notify us before the parcel has been processed and handed over to our courier partner (typically within 2 hours of payment).
• After Dispatch: Once assigned a courier tracking number and dispatched, an order cannot be cancelled in transit. The customer must receive the parcel and initiate a standard unopened return.

5. Scent & Variant Exchanges

If you ordered the wrong scent by accident and wish to exchange it for another fragrance in our collection:

• The bottle must be completely sealed, unopened, and in its original cellophane wrap.
• Requests must be made within 14 calendar days of delivery.
• Any retail price difference will be settled (buyer tops up if exchanging for a higher-priced item; excess refunded if lower).
• For change-of-mind exchanges, the customer is responsible for return postage to our fulfillment center and the replacement shipping fee.

6. Non-Returnable & Non-Refundable Items

• Perfumes that have been opened, test-sprayed, or had their protective cellophane wrap removed.
• Promotional giveaways, discovery sample vials, free gifts with purchase, and clearance/final sale items.
• Digital gift cards / e-vouchers.
• Parcels returned without prior Return Authorization (RA) from ADAME HOUSE.

7. Step-by-Step Return Process

1. Contact Support: Email adameperfume@gmail.com or WhatsApp +60 13-946 9374 with your Order ID, reason, and photos.
2. Receive Return Authorization (RA): Our team will verify your request within 24 business hours and provide an RA number and warehouse return address.
3. Pack Securely: Securely wrap the item in protective bubble wrap inside a sturdy carton box, clearly writing the RA number on the outside.
4. Courier Dispatch: Ship via a trackable courier (Pos Laju, J&T Express, DHL eCommerce, or Ninja Van) and share the tracking number with our team.

8. Inspection & Refund Processing Timelines

Once your return arrives at our facility, our Quality Assurance team will inspect it within 2 to 3 business days and notify you of the approval or rejection.

• Credit / Debit Cards: Refund credited back to your issuing bank card within 5 to 10 business days.
• FPX Online Banking / DuitNow: Refund transferred to your Malaysian bank account within 3 to 5 business days.
• E-Wallets (Touch 'n Go, GrabPay, Boost): Credited back to your digital wallet within 2 to 4 business days.

Note: Original shipping costs for change-of-mind returns are non-refundable.

9. Late or Missing Refunds

If you haven't received your approved refund within the stated timeframe, please check your bank account or card statement, then contact your card issuer. If you still have not received your funds after 14 business days, please contact us at adameperfume@gmail.com and we will trace the transaction directly with our payment gateway (CHIP).