Refund policy

At Prototype Fragrance Enterprise, we want you to be completely satisfied with your purchase. However, due to the nature of our products, returns and refunds are subject to the following terms:

Return Eligibility

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We accept returns within 14 days of receiving your item, provided that:

  • The item is unopened, unused, and in its original condition.
  • It is in the original packaging, with any seals or protective labels intact.
  • A valid receipt or proof of purchase.

Once a perfume has been opened, used, or tampered with, we are unable to accept it for return or refund due to hygiene and product integrity reasons, in accordance with Malaysian consumer protection guidelines.

How to Initiate a Return

To start a return, please contact us at contact@prototype-fragrance.com with your order details. Once your return request is approved, we will provide you with a return shipping address and instructions.

Please do not send back any items without prior confirmation from us. Unauthorised returns will not be accepted or refunded.

Return Address:
Prototype Fragrance Enterprise
B-1-22A, One Kesas, Jalan Bayu Laut 15E/KS9,
Kota Bayu Emas, 41200, Klang,
Selangor, Malaysia

Damages or Wrong Items

If your order arrives damaged, defective, or incorrect, please contact us immediately with photo evidence, and we will assess the issue and offer an appropriate resolution (replacement, exchange, or refund, if eligible).

Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Opened or used perfumes
  • Sale or discounted items
  • Gift cards

We reserve the right to decline returns that do not meet our return conditions.

Exchanges

If you wish to exchange a product, the quickest method is to return the original item (if eligible) and place a new order after your return is approved.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. If your refund is approved, it will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to complete the transaction.

If you have not received your refund after 15 business days, please contact us at contact@prototype-fragrance.com.