Clear and fair
Returns & Refunds
Last updated: 13 September 2026
We sell decants. Every bottle we send has been opened, poured and sealed by hand, which means we cannot resell a decant once it has left us. That shapes everything below.
Rather than hide behind that, we would rather be direct about what we will and will not do, so you know before you order.
What we replace or refund
We will replace or refund your order in these situations:
The parcel arrived damaged or leaked. Glass travels badly and couriers are not gentle. If your decant arrives cracked, leaking, or with significantly less liquid than it should have, we replace it.
We sent the wrong item. Wrong fragrance, wrong size, or a missing item from a multi-item order. Our mistake, our cost.
The atomiser is faulty. If the sprayer clogs, leaks or will not pump, tell us. In most cases we send a replacement atomiser free of charge so you keep the fragrance you paid for. If the fragrance itself was lost because of the fault, we replace the decant.
What we cannot accept
You changed your mind. We understand, but an opened decant cannot go back into stock. This is exactly why we sell 1ml and 3ml sizes. Testing a fragrance at 3ml costs a fraction of a full bottle, and that is the entire point of buying a decant.
It did not smell how you expected. Fragrance behaves differently on different skin, and the same scent can read completely differently in Dhaka humidity than it does in a review filmed somewhere cold. We describe our fragrances as honestly as we can, including the parts people dislike, but we cannot guarantee how something will smell on you.
It did not last as long as you hoped. Longevity varies with skin type, weather, how much you apply and where you apply it. We publish realistic longevity and projection ratings on every product page rather than flattering ones.
The decant has been substantially used. If most of the liquid is gone, the product has been consumed.
How to raise a claim
Contact us within 48 hours of delivery at hello@arovell.com or on WhatsApp at +8801968009248, with:
- Your order number
- A photo of the item as it arrived
- A photo of the outer packaging, if the parcel was damaged
- A short description of the problem
Please do not discard the packaging until the claim is settled. For transit damage, the courier usually requires it.
We respond to claims within 2 working days.
How refunds are paid
Approved refunds are returned by the same method you paid with.
| You paid by | Refund goes to |
|---|---|
| Cash on delivery | bKash, Nagad or bank transfer, your choice |
| bKash or Nagad | The same number |
| Card or online payment | The original card or account |
| Bank transfer | The same account |
Refunds are processed within 7 working days of approval. Mobile financial services usually clear same day once processed. Card refunds can take longer to appear on your statement, which is your bank's timeline rather than ours.
Where a replacement is more practical than a refund, we will offer it first. You are free to take the refund instead.
Orders cancelled before dispatch
You can cancel any order before it ships at no cost. Message us as soon as possible, because decants are poured to order and once poured the fragrance cannot be returned to the bottle.
If you paid in advance and cancel before dispatch, you receive a full refund including any delivery charge.
Refused or undelivered parcels
If a parcel is returned to us because the address was wrong, nobody was available, or a cash on delivery order was refused, we will contact you to arrange redelivery. A second delivery charge applies.
Repeated refusal of cash on delivery orders may mean we ask for advance payment on future orders. We are a small business and every refused parcel costs us both ways.
Bundles and discounted orders
Bundle pricing applies to the bundle as a whole. If one item in a bundle is faulty we replace that item. If you want to return a faulty item for refund instead, the remaining items are recalculated at their individual prices and the difference is deducted from the refund.
Your rights under Bangladeshi law
Nothing in this policy limits your rights under the Consumer Rights Protection Act, 2009. If you believe a product was misrepresented or defective, you retain every remedy the Act provides regardless of what is written here.
Contact
Arovell Trade Licence: [to be added] House 01, Road 13, Block C, Level 05, Banasree, Dhaka