Cancellation Policy

1. INTRODUCTION

This Cancellation Policy governs the cancellation of orders placed through SAME Fragrance (“Company”, “we”, “us”, or “our”) via samefragrance.com (“Website”).

By placing an order, the Customer agrees to the terms set out in this Policy, which operates in conjunction with the Terms & Conditions, Shipping Policy, and Returns & Refunds Policy.

 

2. ORDER STATUS AND PROCESSING WINDOW

Once an order is placed, it enters a “Processing” status during which it may be eligible for cancellation under the conditions set out below.

The Company operates a time-sensitive fulfilment model, including rapid processing to support next-day delivery operations.

 

3. CANCELLATION ELIGIBILITY

3.1 Cancellation Window

Customers may request cancellation of an order within two (2) hours of placing the order, provided the order remains in “Processing” status.

3.2 After Processing Window

Once the cancellation window has expired, or once the order has entered fulfilment stages (including picking, packing, or dispatch preparation), the order may no longer be eligible for cancellation.

In such cases, the order will be considered final and may only be returned after delivery in accordance with the Returns & Refunds Policy.

 

4. NON-CANCELLABLE ORDERS

Orders cannot be cancelled once:

• They have entered fulfilment (picking/packing stage)
• They have been dispatched or handed over to logistics partners
• The 2-hour cancellation window has expired

The Company reserves the right to determine the operational status of any order.

 

5. CANCELLATION PROCESS

To request a cancellation, the Customer must:

• Contact customer service via official channels
• Provide complete order details within the cancellation window
• Receive written or system confirmation of cancellation approval

Cancellation requests are only valid once confirmed by the Company.

 

6. REFUNDS FOR CANCELLED ORDERS

Where cancellation is successfully processed within the eligible window:

• A full refund will be issued to the original payment method
• No cancellation fees will apply

6.1 Processing Time

Refunds are typically processed within 7–14 business days, subject to bank or payment provider timelines.

 

7. FAILED OR LATE CANCELLATION REQUESTS

If a cancellation request is made:

• After the 2-hour window, or
• After the order has entered fulfilment

the Company reserves the right to:

• Reject the cancellation request; and
• Proceed with order fulfilment

In such cases, the Customer may still be eligible to return the product after delivery in accordance with the Returns & Refunds Policy.

 

8. SPECIAL CONDITIONS FOR RAPID FULFILMENT

Due to the Company’s fast-processing model supporting next-day delivery:

• Orders may be processed immediately after placement
• The cancellation window may effectively shorten once fulfilment begins
• The Company shall not be liable where cancellation is no longer possible due to operational processing

 

9. FRAUD PREVENTION AND ABUSE

The Company reserves the right to:

• Refuse cancellation requests suspected of abuse or manipulation
• Monitor repeated cancellation behaviour
• Restrict or review accounts in cases of misuse

 

10. CROSS-BORDER APPLICATION

This Cancellation Policy applies across Kuwait and other GCC markets where SAME Fragrance operates.

Where mandatory local laws provide additional cancellation rights, such laws shall prevail to the extent required.

 

11. CONTACT INFORMATION

For cancellation requests:

Al Sharhan Industries Co.
Email: support@samefragrance.com
Phone: +965 9855 6622

 

12. POLICY UPDATES

The Company reserves the right to amend this Policy at any time.

Updates become effective upon publication on the Website.