Return Policy

1. Return request window

You have 7 calendar days from delivery of the order to start an eligible return request.

After that window we only accept claims for defects undetectable at delivery or for evident manufacturing flaws, as provided by Panamanian law.

2. Eligible products

For a product to be eligible for return it must meet all of the following conditions:

• Be in its original packaging, sealed and unopened.
• Have not been used, tested, or handled.
• Keep all labels, cellophane, and security seals intact.
• Be accompanied by the purchase receipt (order number).

3. Non-eligible products

For hygiene and product-safety reasons, the following cases are not eligible for return:

• Perfumes that have been opened, tested, or had their seal removed.
• Products with damage caused by use or handling after delivery.
• Customized, engraved, or final-sale products when so noted on the product page.
• Free samples or promotional gifts.

This exclusion follows standard practice in the fragrance industry for hygiene reasons and to guarantee product integrity for future buyers.

4. How to request a return

The process is as follows:

• Step 1 — Contact the store: from your order page, reach out to the store explaining the reason for the return.
• Step 2 — Coordinate inspection: the store will tell you how to deliver or ship the product so they can verify it meets the requirements.
• Step 3 — Approval: if the product is eligible, the store authorizes the refund. If there is disagreement, you can escalate to Perfio at soporte@perfio.com.pa.
• Step 4 — Refund: once approved, the refund is processed via the original payment method.

5. Refund timelines

Refunds are processed within 7 to 15 business days from approval, depending on the original payment method.

Yappy payments are refunded back to the same Yappy account. When card payments (FAC) are enabled, refunds will go back to the same card used for the purchase.

The original delivery fee is non-refundable except in cases of store error or defective product. Return shipping costs, when applicable, are paid by the customer, except in cases of defect or store error.

6. Defect or error exceptions

If you receive a wrong, damaged, or visibly defective product, contact us within 48 hours of delivery with photos of the product and packaging.

In those cases we cover the return shipping cost and process either a replacement or a full refund, whichever you prefer and depending on stock availability.

7. Contact

To start a return or check the status of your claim, email soporte@perfio.com.pa or WhatsApp us at the number published on the site. Have your order number handy (format ORD-YYYYMMDD-XXXX).