Refund Policy
Thank you for shopping with us. We hope you are delighted with your purchase. If for any reason you are not completely satisfied, please review our refund policy below.
Eligibility
To be eligible for a refund, the product must be unused, unopened, and in its original packaging.
Refund requests must be made within 30 days of the purchase date.
Proof of Purchase
A valid receipt or proof of purchase is required for all refund requests.
Non-Refundable Items
Gift cards and promotional items are non-refundable.
Personalized or custom-made fragrances, including samples and products without sealed plastic packaging are non-refundable.
Reporting a Damaged Item
Customers must report damage within 48 hours of delivery.
Reports must include:
- Clear photos of the damaged item (multiple angles)
- Photos of the original packaging and shipping box, including the shipping label
Verification
Rabica will review all submitted evidence and may request additional details if needed.
In some cases (especially for high-value items), Rabica may require the return of the damaged item before processing a refund or replacement. A prepaid return label will be provided.
Resolution Options
Once the claim is verified, customers may choose between:
- A replacement item (subject to availability).
- A full refund issued to the original payment method.
- Store credit for future purchases (optional).
Exceptions
If photos and/or the item cannot be verified as damaged, Rabica reserves the right to decline the claim.
Claims reported after 48 hours of delivery may not be eligible.
Rabica does not require customers to return unsafe, leaking bottles (in such cases, safe disposal is recommended).
Lost or Stolen Packages
At Rabica, we take great care in preparing and shipping every order to ensure it reaches our customers safely and securely.
Once an order has been successfully delivered to the shipping address provided at checkout—as confirmed by the courier’s tracking information—Rabica is no longer responsible for the package.
Rabica does not take responsibility for packages that are reported as lost or stolen after delivery. This includes, but is not limited to:
- Packages stolen from doorsteps, mailrooms, or building lobbies
- Packages marked as “Delivered” by the carrier but not received by the customer
- Theft by third parties or unauthorized individuals
In the event of a stolen package, customers are required to:
- Contact their local police department to file a report
- Follow up directly with the shipping carrier to initiate an investigation
Important Notes
Rabica cannot issue refunds, replacements, or store credits for stolen packages
Customers are responsible for providing a secure delivery address
We strongly recommend using delivery options such as signature confirmation, secure mailboxes, or concierge/mailroom services when available
Carrier Responsibility
All shipments are handled by third-party carriers. Any investigation regarding delivery confirmation, theft, or mishandling must be conducted directly with the carrier once the package is marked as delivered.
Courier & Insurance Claims
Rabica will file a damage report with the shipping courier for internal tracking and insurance purposes.
Customers may be asked to hold onto packaging until the claim is resolved.
Exchange Policy
We do not offer direct exchanges. If you wish to exchange an item, please follow the refund process and make a new purchase.
Shipping Costs
Shipping costs for returning an item are the responsibility of the customer, unless the return is due to an error on our part.
Contact Information
For any questions or concerns regarding your refund, please contact our customer service team at +1 613 562 1011 or info@rabica.ca.