Refund and Returns Policy

REFUND AND RETURNS POLICY

Last updated: 23 October 2026

1. Overview

At Le Sillage Perfumer (“we”, “our”, or “us”), we aim to provide quality fragrance oils, perfume oil, and fragrance solutions to our customers.

This Refund and Returns Policy explains the conditions under which purchases made through our website may qualify for a return, replacement, or refund.

By placing an order with Le Sillage Perfumer, you agree to this policy, subject to your rights under applicable Malaysian law.

2. Eligibility for Returns

Customers may request a return or replacement if:

  • The product received is incorrect or different from the product ordered.
  • The order is incomplete or contains missing items.

Please contact us within 7 days of receiving your order to report the issue.

To help us assess your request, please provide your order number, a description of the issue, and clear photographs or videos of the product and its packaging where applicable.

We may request additional information if necessary to investigate the issue.

3. Non-Returnable Products

Due to the nature of fragrance materials and hygiene considerations, the following products are generally not eligible for returns or refunds.

However, these exclusions do not remove any rights or remedies that customers may have under applicable Malaysian consumer protection law, including in cases involving defective, misrepresented, or incorrectly supplied goods.

4. Change of Mind and Incorrect Orders

Please review your order carefully before completing payment.

We generally do not accept returns or provide refunds solely because a customer has changed their mind, selected the wrong fragrance, ordered the wrong quantity, or decided that a fragrance does not match their personal preference.

Fragrance perception is subjective, and differences in personal preference or expectations alone do not necessarily indicate a product defect.

If you are unsure about a fragrance, we encourage you to enquire about its scent profile and suitability before placing a bulk order.

5. Damaged, Defective, or Incorrect Products

Due to the nature of the liquid

Le Sillage Perfume will not be responsible for any damage using caused by Shipping Company

If your order arrives incomplete, or incorrect, please contact us within 7 days of delivery.

We will review the information provided and determine an appropriate resolution in accordance with applicable law. Depending on the circumstances, this may include:

  • Replacement of the affected product.
  • Replacement of missing or incorrectly supplied items.
  • A refund for the affected product.
  • Another appropriate remedy agreed upon with the customer.

Please retain the product, packaging, and shipping materials until your claim has been assessed. Do not dispose of or return any product until we provide instructions.

6. Refund Conditions

Approved refunds will generally be issued to the original payment method where practicable.

If a refund cannot reasonably be processed through the original payment method, we will contact you to arrange an appropriate alternative.

Processing times may vary depending on the payment provider, bank, and transaction method.

Unless otherwise required by applicable law or agreed in writing, refunds will be limited to the amount paid for the affected product or order component.

Original shipping charges and return shipping costs will be handled according to the circumstances of the claim and applicable law. Where a return or replacement is necessary because of our error or a verified product defect, we will explain the applicable arrangements.

7. Return Shipping

Customer must fully cover return fee.

Customers must contact us and receive return instructions before sending any product back.

For approved claims involving an incorrect or defective product attributable to us, we will advise how return shipping or collection will be handled.

For any return accepted as a special exception, shipping arrangements and costs will be confirmed before the return is made.

Please do not send products to us without prior authorisation.

8. Bulk and Wholesale Orders

For bulk fragrance oils, wholesale orders, and private-label products, customers are responsible for checking the product specifications, fragrance selection, quantity, and other order details before confirming their purchase.

Due to the nature of bulk and specially prepared products, these orders are generally not eligible for change-of-mind returns.

Any issue involving a suspected defect, incorrect supply, or deviation from agreed specifications should be reported within 7 days of delivery, together with supporting information where available.

Nothing in this section excludes any applicable legal rights or remedies.

9. Order Cancellation

Customers who wish to cancel an order should contact us as soon as possible.

Cancellation requests may be accepted if the order has not been processed, prepared, dispatched, or specially manufactured.

Once an order has been dispatched or custom preparation has begun, cancellation may not be possible, subject to applicable law and the circumstances of the order.

If a cancellation is approved, any applicable refund will be processed in accordance with Section 6.

10. How to Request a Return or Refund

To submit a return, replacement, or refund request, please contact us through the following channel:

WhatsApp: https://wa.me/601111266082

Please provide:

  1. Your order number.
  2. Your name and contact details.
  3. The product name and quantity affected.
  4. A description of the issue.
  5. Clear photographs or videos, where applicable.

We will review your request and contact you with the next steps.

11. Consumer Rights

This policy is intended to explain our normal return and refund procedures. It does not exclude, restrict, or modify any rights that cannot lawfully be excluded under the laws of Malaysia, including applicable consumer protection legislation.

Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

12. Contact Information

Le Sillage Perfumer
Premium Fragrance Oils & Perfume Concentrates
Malaysia

Website: https://www.lsperfumer.com/
Online store: https://shop.lsperfumer.com/
WhatsApp: https://wa.me/601111266082
Email: info@lsperfumer.com

We reserve the right to update this policy from time to time. The latest version will be published on our website.

Le Sillage Perfumer