Refund and Returns Policy – RAKOTONDRASOA ANDRY

Effective Date: September 25, 2026

Welcome to the Refund and Returns Policy of RAKOTONDRASOA ANDRY, the operator of our official home fragrance e-commerce website www.rakotondrasoa.com. We are dedicated to delivering high-quality, nature-forward indoor scents, reed diffusers, car fragrance products, and related accessories that align with Parisian art de vivre and Grasse’s long-standing perfume heritage, to turn your everyday living and driving spaces into quiet, elegant sanctuaries. This policy clearly outlines our standardized rules for returns, product exchanges, and post-purchase support, and the most critical principle we strictly enforce is that ‌no standalone “refund only” requests will be approved under any valid circumstances‌. All customers are required to read and fully understand the terms below before completing any purchase on our platform, and placing an order on www.rakotondrasoa.com will be deemed as your full acknowledgement and agreement to all clauses of this policy.

You can reach our dedicated post-purchase support team at any time via the following official contact channels for any questions or requests related to this policy:

Full Legal Entity Name: RAKOTONDRASOA ANDRY
Official Contact Email: pulsef@rakotondrasoa.com
Registered Physical Address: 62 Rue des Stations, 59800 Lille, France
Contact Telephone Number: +33 3 2057 0603

1. Core Non-Refund-Only Rule Specification

To ensure fairness for all our customers, maintain the stable operation of our supply chain, and reduce unnecessary resource waste that would drive up product pricing for every user, we explicitly confirm that no request for a standalone refund without returning the purchased physical products will be accepted under any circumstances. We do not process partial refunds without product return, full refunds without returning the complete purchased items, or any other “refund only” application that does not involve the return of the actual goods you received. The only exceptions to this rule are extremely rare scenarios where we have verified that the product you received is completely unrepairable due to our own production defect, and returning the damaged item would pose a verifiable safety risk to your personal health — even in these very limited cases, our support team will conduct a full multi-level verification before discussing alternative solutions with you, and no decision will be made arbitrarily.

2. Eligibility Criteria for Valid Return Requests

You can submit a valid return request to our customer care team within 30 calendar days from the date you successfully sign for your delivered order, only if your request meets all the following eligibility requirements:

The purchased product must be in its original, unused, unopened, and resellable condition, with all original factory packaging, user manuals, accessory kits, and product labels completely intact and not tampered with. For sealed essential oil bottles, reed diffuser sets, and fragrance cartridges, the original factory seal must not be broken, and no liquid or refill content has been poured out, sprayed, or consumed in any form.
You must provide valid, verifiable proof to support your request, including clear photos or short videos of the unopened product, the intact outer packaging of the parcel you received, and a screenshot of your corresponding order number from your account on www.rakotondrasoa.com.
The products you request to return do not fall into the category of non-returnable goods. The non-returnable product list includes personalized custom engraved fragrance items, limited-edition clearance products marked as final sale on our SEASON Sale page, sample-sized essential oil trial sets, and any products that show obvious signs of being used, partially consumed, or damaged due to improper operation, accidental drops, or misuse after delivery.
You have not previously submitted the same order for a return application that has already been reviewed and processed by our support team.

Once your return request passes our team’s verification and approval, you will be required to send the full product back to our designated warehouse address with a traceable, trackable shipping courier. For orders that qualify for our free shipping policy for orders over €100, we will provide you with a pre-paid shipping label to cover your return shipping cost. For orders with a total value below €100, the customer shall bear all the return shipping fees, unless the return reason is confirmed to be caused by our official error (such as us shipping the wrong product or sending you a damaged item before delivery).

3. Approved Post-Return Resolution Process

After we receive your returned parcel and our quality inspection team confirms that all returned items meet the return eligibility criteria, we will not issue a standalone direct refund by default. We will offer two optional resolution solutions for you to choose from based on your stated preference:

‌Equal Value Product Exchange‌: You can select other home fragrance, reed diffuser, or car fragrance products of equal value to your original returned order from our full product catalog on www.rakotondrasoa.com. If the new products you select have a higher total value than the returned order, you only need to pay the price difference, and we will arrange the re-delivery of your new order within 2 working days.
‌Store Credit Voucher Issuance‌: We will issue a non-expiring store credit voucher that covers 100% of the total amount of your returned order, which you can use to pay for any future purchases on our entire website, including new arrivals, best sellers, seasonal sale items, and limited-edition product sets.

The only scenario where we process a monetary refund back to your original payment method is when all available products in our catalog that match your stated preference are temporarily out of stock, and we are unable to fulfill your equal value exchange request within 30 calendar days after we receive your returned items. This refund process will take 7 to 14 business days to be completed, depending on the processing speed of your payment card issuing bank or third-party payment platform.

4. Damaged or Incorrect Order Handling Process

If you receive a parcel with a visibly damaged outer packaging, or find that the products inside do not match the items you ordered, or discover manufacturing defects on unused products within 14 days of delivery, please contact our customer support team immediately. We will require you to submit clear photographic evidence of the damaged packaging or incorrect items, and after full verification, we will arrange a free pick-up service to collect the problematic products from your address at no extra cost to you. After we retrieve the items, we will prioritize sending you the correct brand new replacement product, and cover all the shipping fees for the re-delivery. We will never approve a request to keep the incorrect or damaged products while issuing a standalone partial or full refund.

5. Policy Updates and Final Clarification Right

RAKOTONDRASOA ANDRY reserves the right to update and adjust the terms of this Returns and Refund Policy as needed to comply with applicable French consumer protection regulations and adjust to our business operation demands. Any updated version of the policy will be posted on the corresponding policy page of www.rakotondrasoa.com, with the revised effective date clearly marked. If you have any queries or need further clarification on any clause of this policy, please do not hesitate to reach out to our support team via our official contact channels, we will respond to your inquiry within 7 business days.