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Refund policy

RETURN & REFUND POLICY

Last Updated: February 18, 2026


Thank you for shopping with Fitra Co. We take pride in the quality and craftsmanship of our products. Each order is carefully inspected prior to shipment.


Please review our policy carefully before completing your purchase.

 

  1. All Sales Are Final

 


Due to the nature of our products (candles, fragrances, diffusers, and personal-use items), all sales are final.


We do not accept returns or exchanges for:


• Used products

• Opened fragrances

• Burned candles

• Items damaged due to misuse

• Products returned without original packaging

• Change of mind


This policy protects product safety, hygiene standards, and brand integrity.

 

  1. Damaged, Defective, or Incorrect Items

 


If your order arrives damaged, defective, or incorrect:


• You must contact us within 48 hours of confirmed delivery.

• You must include your order number.

• You must provide clear photos of the item and original packaging.


If approved, we may offer, at our sole discretion:


• A replacement

• Store credit

• A refund


Claims submitted after 48 hours of delivery confirmation may be denied.

 

  1. Return Shipping Responsibility

 


If a return is approved:


• The customer is responsible for all return shipping costs unless otherwise stated by us in writing.

• Original shipping fees are non-refundable.

• We are not responsible for items lost or damaged during return shipment. We recommend using a trackable shipping service.


No returns should be sent without written authorization from us.

 

  1. Shipping Issues

 


Fitra Co. is not responsible for:


• Packages marked as delivered by the carrier

• Carrier delays

• Incorrect shipping addresses provided by the customer


Customers are responsible for ensuring accurate shipping information at checkout.

 

  1. Refused or Undeliverable Packages

 


If a package is returned to us due to:


• Incorrect address

• Failure to claim the package

• Refusal of delivery


The customer will be responsible for additional shipping fees before the order is re-shipped.

 

  1. Order Cancellations

 


Orders may only be canceled within 1 hour of purchase if processing has not begun.


Once processing begins, orders cannot be canceled.

 

  1. Chargebacks & Payment Disputes

 


We strongly encourage customers to contact us directly to resolve any issues.


Fraudulent or premature chargebacks will be contested using:


• Order confirmations

• Tracking confirmation

• Delivery confirmation

• IP verification (when applicable)


Accounts that file abusive disputes may be restricted from future purchases.

 

  1. Contact Information

 


Fitra Co.

Syracuse, NY 13215

United States

Email: info.fitraco.co@gmail.com