Refund & Return Policy
Structured in compliance with the Consumer Protection Act, No. 46 of 2012, Laws of Kenya. Clear rules outlining dispute boundaries for luxury fragrance purchases.
Consumer Rights Notice: This document establishes legal, transparent mechanisms for resolving transactions involving product variances, non-conforming items, or transit anomalies.
1. Perfumery Operational Standard
Given the precise medical, chemical sanitation boundaries, and bespoke custom decanting processes executed when handling authentic liquid fragrance mixtures, all completed dispatches are legally categorized as definitive. We maintain a zero-tolerance structure against speculative or superficial post-delivery adjustments, ensuring returns strictly align with proven item failures or statutory non-conformance.
2. Legitimate Grounds for Claims
A consumer holds complete structural rights under Section 12 of the Consumer Protection Act to claim replacement or transactional reversals if any of the following occurrences are verified at delivery:
- Mismatched Delivery: The inventory delivered deviates fundamentally from the item names, sizes, or variants logged on the digital checkout invoice.
- Structural Compromise: Fluid barriers, structural flacons, or mechanical atomizer parts are cracked or broken during transit.
- Verification Anomaly: The product presents physical proof demonstrating a complete lack of compliance with standard original formulations.
3. Ineligible Claims and Limitations
TopNote rejects claims arising from subjective personal preference adjustments, olfactory evolution (e.g., disliking the scent profile after purchase), or post-delivery accidents. Hand-poured decants are highly specialized allocations tailored to specific transactional requests. Consequently, once unsealed from their protective outer wrapping, they are completely excluded from return processing unless an mechanical atomizer defect is identified.
4. Reporting Windows and Reversal Procedures
Any physical variance or shipping breakdown must be reported within **48 hours** from the collection timestamp at courier hubs or hand-delivery drops. Claims must be submitted via email to concierge@topnote.co.ke, accompanied by high-definition video documentation or photos of the unboxing anomaly alongside clear proof of payment. Once validated, customers can choose between an identical product replacement, immediate store credit, or direct cash path reversals processed within 48 hours for mobile platforms, or 5-7 business intervals for banking institutions.