Refund policy

Return & Refund Policy

Last Updated: [14/09/2026]

At NIOIE, every product is crafted with meticulous attention to quality and care. Because our fragrances are personal-use items, we maintain a strict no-return, no-refund policy, with one exception outlined below.

1. No Returns or Refunds

Due to the nature of our products — premium fragrances that are sealed for hygiene, safety, and quality assurance — we do not accept returns, exchanges, or refunds once an order has been delivered, except in the case of a verified manufacturing defect as described in Section 2.

This applies to all products, including but not limited to:

  • Change of mind after purchase
  • Dissatisfaction with the fragrance scent, longevity, or performance
  • Incorrect selection made by the customer at checkout
  • Products that have been opened, used, or where the seal/packaging has been tampered with (outside of a defect claim)

2. Manufacturing Defects — The Sole Exception

We stand behind the quality of our products. If you receive an item with a genuine manufacturing defect — such as a damaged bottle, faulty pump/sprayer, leakage due to a sealing fault, or a box that arrived defective from the manufacturer — you may be eligible for a replacement or refund, subject to verification.

Examples of manufacturing defects include:

  • Cracked, broken, or leaking bottles due to a factory fault
  • Non-functional spray mechanism (not caused by mishandling)
  • Missing or incorrectly filled product at the point of manufacturing
  • Defective outer packaging/box directly attributable to production (not courier damage)

Not covered under this policy:

  • Damage caused during transit/courier handling (report separately to our support team so we can assist via the courier partner, if applicable)
  • Damage caused by customer mishandling, misuse, or improper storage
  • Natural variations in scent perception, which are subjective and not a defect

3. How to Report a Manufacturing Defect

To raise a defect claim, please contact us within [X days, e.g., 48–72 hours] of delivery with the following:

  1. Order number
  2. Clear photos/video of the defective product and packaging (all sides, including the box and any batch/seal information)
  3. A brief description of the issue

Send this to: [support email/WhatsApp number]

4. Verification & Resolution

  • Our quality team will review the submitted evidence within [10 business days].
  • If the defect is confirmed as a genuine manufacturing fault, we will offer either a free replacement or a full refund, at our discretion, based on product availability.
  • Claims without adequate photo/video evidence, or reported after the stated window, may not be eligible for resolution.
  • NIOIE reserves the right to request the defective item back before processing a replacement or refund, in which case return shipping will be arranged or reimbursed by us.

5. Refund Processing

Where a refund is approved, it will be issued to the original payment method within [X business days] of approval. Processing times may vary depending on your bank or payment provider.

6. Policy Acknowledgment

By placing an order with NIOIE, you acknowledge and agree to this Return & Refund Policy. We encourage all customers to review product descriptions, fragrance notes, and images carefully before purchasing, as we are unable to accommodate returns for reasons other than manufacturing defects.

For any questions, reach out to us at care@nioie.com.