Refund policy

F R A G O R E

Returns, Exchanges and Trial Policy

Effective 1 April 2026 · In line with Egyptian Consumer Protection Law No. 181 of 2018

1. Every bottle arrives with two free samples

Every 50ml bottle ships with two free 5ml samples — one of the scent you ordered and one chosen by the house — in an outer wrap, separate from the sealed box.

Try the samples first and keep the bottle sealed until you decide. The two free samples are yours in every case, even if you return the bottle.

2. Fourteen days, from the day you receive it

You may return any bottle within 14 days of receipt, for any reason or none, as long as the security strip and the cellophane wrap are fully intact and the box is unopened.

We refund the original payment method within 7 days of the bottle reaching us. Return shipping is paid by the customer and deducted from the refund.

If your order shipped with free delivery, the original delivery cost is also deducted from the refund, in addition to the return shipping. Free delivery applies to orders that are kept, not to orders that are sent back.

3. Breaking the seal or the cellophane ends both rights

Once the cellophane is opened, the bottle can no longer be returned or exchanged. This is a hygiene and product-integrity condition and applies without exception.

That is why the free samples exist. You never have to open the bottle to decide.

4. Exchanges

Within the same 14 days, you can exchange a sealed bottle for another scent.

  • For a scent in the same price tier, or a higher tier on payment of the difference. Exchanges to a lower tier with a cash refund of the difference are not possible.
  • One exchange request per order. One request may include more than one bottle from the same order, shipped together.
  • A replacement bottle cannot be exchanged again. One exchange closes the order.
  • The 14 days run from receipt of the original order, not of the replacement.
  • Return shipping is paid by the customer; we pay for delivering the replacement.
  • A maximum of three exchanges per customer in any 12 consecutive months, counted by phone number and delivery address.
  • Replacing a damaged, defective or wrong product under section 6 is not an exchange and does not count toward this limit.
  • The replacement bottle ships with two free 5ml samples, like every bottle.

And if it was the house-pick sample you fell for: there is nothing to return. The code inside the wrap gives you 15% off that scent. Keep both.

5. DISCOVERY 4 — 700 EGP

Four 5ml scents of your choice, in a presentation box.

The full 700 EGP comes off the next 50ml bottle you buy. Valid until the date printed on the set’s card — 30 days from receipt.

A maximum of two sets per order. The 700 EGP credit is used once, on one bottle, however many sets you bought. Single 5ml vials are also sold separately and carry no credit.

A set can be returned within 14 days as long as the box seal is intact. Once the seal is opened, it cannot be returned.

A bottle bought with the credit ships with two free 5ml samples, both chosen by the house. The credit cannot be combined with other offers, is non-transferable and has no cash value.

6. Damaged, defective or wrong products — 30 days

If a bottle arrives broken, the sprayer does not work, it leaks, or you receive the wrong product, contact us within 30 days of receipt. We send a replacement or give a full refund, and every shipping cost is on us. This applies whether the seal is intact or opened.

7. How to start a return

1. Message us on WhatsApp at 01004499960 or email hello@fragorehouse.com with your order number.

2. Send one photo showing the intact seal and the order number.

3. We arrange pickup with the courier.

Pickup is arranged only after the photo arrives. Please do not send a bottle before the return is confirmed.

8. Refused deliveries

If a delivery is refused, or three delivery attempts fail, the shipment returns to us and the order is cancelled. Repeated refusals may mean future orders must be paid in advance.