Refund policy

Refund Policy

Lacomus · Official Document

Return & Refund Policy

A Covenant of Quality & Satisfaction

Effective April 2026

At Lacomus, every fragrance is a testament to artisanal craft and the pursuit of olfactory excellence. We stand behind each creation with confidence.

Should any occasion arise where our offering does not fully meet your expectations, the following governs your options with transparency and respect.

Article I

The Return Window

Lacomus extends to its clientele a return period of seven (7) calendar days from the date of confirmed delivery.

This window provides adequate time for inspection while preserving the integrity of our inventory.

Timeline	Action
Day 1	Delivery - Your order arrives. Inspect upon receipt.
Day 7	Deadline - Return request must be submitted.
Days 7 to 14	Resolution - Refund or exchange is processed.

Return requests submitted beyond the seventh day from delivery cannot be honoured. We encourage all clients to inspect their parcel promptly upon receipt.

Article II

Conditions for Return

To protect the integrity of our House and all patrons, returns are only accepted when all of the following conditions are met:

The fragrance is unopened, unused, and in its original sealed condition
All original packaging - box, tissue, seal, ribbon, and authentication card - is present and undamaged
The item is in the same condition as when it left our atelier
A valid proof of purchase, such as an order number or receipt, accompanies the request
The item has not been gifted, transferred, or handled by a third party
Clear photographic evidence of the item’s current condition is submitted at the time of request

“A return is not a defeat - it is a continuation of our promise. We ask only that what is returned reflects the same honour with which it was sent.”

Article III

Non-Returnable Items

For reasons of hygiene, safety, and authenticity, the following cannot be returned or refunded under any circumstance:

Fragrances that have been opened, sprayed, or used in any way
Items purchased during sale or clearance events explicitly marked as final sale
Gift sets or limited-edition collections where any component has been opened
Items damaged, altered, or tampered with after delivery
Items returned without prior written authorisation from Lacomus
Digital purchases, e-gift vouchers, or store credits
Items reported beyond the seven (7) day return window

Lacomus reserves the right to refuse any return that does not meet the stated conditions.

Items returned without prior approval will be sent back to the client at their own expense.

Article IV

Defective or Incorrect Orders

If you receive an item that is damaged upon arrival, defective, or incorrectly fulfilled, Lacomus accepts full responsibility and will resolve the matter at no cost to you.

We require the following within 48 hours of delivery:

Clear photographs of the defective or incorrect item
A photograph of the original packaging and shipping label
Your order number and a brief description of the issue

Upon verification, we will offer, subject to stock availability, one of the following:

Full replacement
Store credit of equal value
Complete monetary refund

Return shipping for confirmed defective orders is covered in full by Lacomus.

Article V

How to Initiate a Return

Our return process is straightforward. Please follow these steps in order:

Step 1 - Contact Us

Email our Client Relations team at support@lacomus.com with your order number and reason for return.

Step 2 - Submit Documentation

Attach clear photographs of the item and packaging in their current state.

Step 3 - Receive Authorisation

We will issue a Return Merchandise Authorisation, or RMA, within one to two (1-2) business days.

Step 4 - Ship the Item

Pack securely with all original materials and send to the return address provided in your RMA confirmation.

Step 5 - Resolution

Once the return is received and inspected, your refund or exchange will be processed within seven (7) business days.

We strongly recommend sending returns via a trackable courier. Lacomus cannot be held responsible for items lost or damaged in transit back to us.

Article VI

Refund Methods & Timeline

Approved refunds are returned through the original payment method. Please allow the following processing times:

Payment Method	Processing Time
GCash / Maya	3-5 business days
Credit or Debit Card	5-10 business days, subject to your bank
Bank Transfer	5-7 business days
Store Credit	1 business day, valid for 12 months
Cash on Delivery	Refunded via GCash or bank transfer - account details required

Original shipping fees are non-refundable, unless the return is the result of an error on the part of Lacomus.

Article VII

Exchange Policy

Exchanges are available for eligible items within the same seven (7) day window, under the same return conditions.

Items may be exchanged for a product of equal or greater value. Any price difference is the client’s responsibility.

Exchanges are subject to current stock availability. If the requested item is unavailable, we will offer a store credit or full refund in its place.

Each order is eligible for one (1) exchange only.

Article VIII

Shipping Responsibilities

Unless a return is the result of a Lacomus error, the cost of return shipping is the responsibility of the client.

Lacomus covers return shipping for defective, damaged, or incorrectly fulfilled orders only
For change-of-mind returns, return shipping is borne by the client
Items lost in transit during return are the client’s responsibility - retain your tracking reference
We do not accept returns via Cash on Delivery (COD) shipping

Article IX

Consumer Rights

This policy is prepared in accordance with the Consumer Act of the Philippines, Republic Act No. 7394, and the implementing rules of the Department of Trade and Industry (DTI).

Nothing in this policy reduces or overrides the statutory rights afforded to consumers under Philippine law.

In the event of any conflict between this policy and applicable Philippine consumer protection legislation, the provision most favourable to the consumer shall apply.

Article X

Amendments & Governing Law

Lacomus reserves the right to amend this policy at any time.

The version in effect at the time of purchase governs all return and refund requests.

This policy is governed by the laws of the Republic of the Philippines.

Continued use of our store constitutes acceptance of the current version of this policy. We recommend reviewing this page periodically for any updates.