Refund Policy

1. OVERVIEW & ACCEPTANCE

At Scentyque, customer satisfaction is important to us. However, due to the hygienic nature, personal use, and luxury status of fragrance products, our refund and exchange policy is designed to balance customer protection with industry-standard practices for the global perfume ecommerce sector.

By placing an order on Scentyque.pk, customers explicitly acknowledge, understand, and agree to all terms outlined in this Refund & Exchange Policy. Please read this policy carefully before making a purchase.

This policy is governed by the laws of the Islamic Republic of Pakistan and is in alignment with international best practices in perfume and cosmetic ecommerce.

 

2. NATURE OF FRAGRANCE PRODUCTS

Fragrances are personal-use, hygienic, and subjective products. As per global perfume industry standards:

• Perfumes are considered intimate personal care products (similar to cosmetics and beauty items)
• Once the packaging seal is broken or the product is used, it cannot be resold for hygiene and safety reasons
• Fragrance perception is highly subjective and varies based on individual body chemistry, skin pH, climate, and personal preference
• Scent performance (longevity, projection, sillage) varies from person to person and cannot be guaranteed

By purchasing from Scentyque, customers accept these inherent characteristics of fragrance products.

 

3. ELIGIBILITY FOR RETURNS

3.1 Eligible Items

Returns are accepted only for items that meet ALL of the following conditions:

• Item is unopened, unused, and in original condition
• All original packaging is intact (outer box, cellophane wrap, plastic seal, batch labels)
• The cellophane/plastic seal is unbroken
• Product has not been tested, sprayed, or sampled in any manner
• Item is returned within 3 days of delivery (strict deadline)
• Original invoice, order confirmation, and proof of purchase are provided
• Item is in resalable condition as determined solely by Scentyque

 

3.2 Time Limit (Strict)

• Return requests must be initiated within 72 hours (3 days) of delivery confirmation
• Requests received after this period will be automatically rejected without exception
• The 72-hour clock starts from the time of delivery as confirmed by Apex Fulfillment's tracking system

 

3.3 Mandatory Requirements

Customers must provide the following at the time of return request:

• Order number and invoice
• Date of delivery (with proof from tracking)
• Reason for return (detailed)
• Unboxing video (mandatory for damage/wrong product claims)
• Photographic evidence of the product condition
• Original packaging including all inserts, manuals, and promotional materials

Returns without complete documentation will not be processed.

 

4. NON-RETURNABLE ITEMS (FINAL SALE)

The following items are strictly non-returnable, non-refundable, and non-exchangeable under any circumstances:

4.1 Opened or Used Products

• Any perfume with broken cellophane wrap or seal
• Any perfume that has been sprayed, tested, or sampled (even once)
• Products with signs of use, fingerprints, or skin oils on the bottle
• Bottles with reduced fluid levels indicating use

 

4.2 Special Product Categories

• Sale items, discounted products, and clearance items
• Limited edition, exclusive, and seasonal collections
• Sample sizes, testers, and decants
• Gift sets and bundle packages (cannot be partially returned)
• Personalized or customized products (engraved, monogrammed, custom-labeled)
• Corporate bulk orders (governed by separate corporate agreement)
• Pre-order items once dispatched
• Free promotional items and gifts with purchase

 

4.3 Subjective Dissatisfaction

The following reasons are NOT eligible for return or refund:

• "The scent doesn't match my expectation"
• "I don't like how it smells on me"
• "The fragrance doesn't last long enough"
• "It doesn't project the way I wanted"
• "It smells different from what I expected based on the description"
• "It doesn't smell like the original/designer version"
• "My partner/family doesn't like the scent"
• "I found a better deal elsewhere"
• "I changed my mind"
• "I ordered the wrong product by mistake"
• "The packaging looks different than the photo"

 

4.4 Body Chemistry & Personal Reactions

• Perfume performance varies based on individual body chemistry
• A scent may smell differently on different people
• This is a known characteristic of fragrances and not grounds for return

 

5. AUTHENTICITY DISPUTES

5.1 Our Guarantee

Scentyque guarantees that all products sold are 100% authentic and sourced from authorized distributors and trusted suppliers. We do not deal in counterfeit, fake, or unauthorized products.

 

5.2 Customer Claims of Inauthenticity

If a customer believes a product is not authentic:

• Burden of Proof: The customer must provide concrete, verifiable evidence of inauthenticity
• Acceptable Evidence: Official verification from the brand's authorized authentication service (in writing, on official letterhead)
• NOT Acceptable Evidence:
  • Personal opinion or "feeling" about authenticity
  • YouTube videos or social media comparisons
  • Comparisons with bottles purchased from other sources
  • Smell comparison with "previously owned" versions
  • Online forum discussions or blog opinions
  • Batch code lookups from unofficial websites

 

5.3 Authentication Process

• Disputes must be reported within 72 hours of delivery
• Scentyque will conduct an internal authentication review
• If required, the product may be sent to an authorized authentication facility (at customer's cost)
• Final Decision: Scentyque's authentication verdict is final and binding

 

5.4 False Authenticity Claims

• Customers who make false or unsupported claims of inauthenticity may be:
  • Permanently banned from future purchases
  • Blacklisted across our partner platforms
  • Subject to legal action for defamation if claims are publicly shared
  • Charged for authentication costs if their claim is proven false

 

6. SCENT DISSATISFACTION POLICY

6.1 Industry Standard

Per global perfume ecommerce standards, scent dissatisfaction is not grounds for refund because:

• Fragrance perception is highly subjective
• Once a bottle is opened, it cannot be resold for hygienic reasons
• Body chemistry varies; the same perfume smells different on different people
• Climate, season, and skin type affect fragrance performance
• Customers acknowledge these factors when purchasing

 

6.2 What Customers Should Do Before Purchasing

• Read detailed scent descriptions on our website
• Research fragrance notes (top, heart, base)
• Consult fragrance reviews and YouTube reviewers
• Order sample sizes (where available) before committing to full bottles
• Visit our physical store (if available) to test scents in person

 

6.3 Our Recommendation

For first-time buyers of a particular fragrance, we strongly recommend:

• Purchasing sample sizes first
• Reading detailed product descriptions carefully
• Reviewing customer testimonials for that specific product

Scentyque cannot be held responsible for personal taste preferences.

 

7. ALLERGIC REACTIONS & SENSITIVITIES

7.1 Customer Responsibility

Perfumes contain various natural and synthetic ingredients that may cause allergic reactions in sensitive individuals. It is the customer's responsibility to:

• Read the ingredient list before purchasing
• Conduct a patch test before full application
• Consult a dermatologist if they have a history of skin sensitivities
• Avoid use if they are allergic to any listed ingredient

 

7.2 Scentyque's Position on Allergic Reactions

• Allergic reactions are not grounds for refund in most cases
• Ingredients are clearly listed on product packaging and our website
• Scentyque is not liable for individual sensitivities or reactions
• Medical claims must be supported by a medical certificate from a registered physician

 

7.3 Severe Reactions

In rare cases of severe medical reactions:

• Provide medical certification from a licensed healthcare provider
• Submit detailed medical reports linking the reaction specifically to our product
• Scentyque will review on a case-by-case basis at its sole discretion
• Resolution may include exchange, store credit, or partial refund (Scentyque's decision is final)

 

7.4 Disclaimer

• Perfumes are for external use only
• Avoid contact with eyes, mucous membranes, and broken skin
• Keep out of reach of children
• Discontinue use if irritation occurs
• Scentyque is not responsible for misuse or improper application

 

8. DAMAGED, DEFECTIVE, OR BROKEN PRODUCTS

8.1 Reporting Damage

If your product arrives damaged, defective, or broken:

• Report within 24 hours of delivery (strict deadline)
• Provide unboxing video showing the damage (mandatory)
• Submit clear photographs of:
  • The damaged product
  • Original packaging condition
  • Shipping label
  • Damage to the box (if applicable)
• Retain all packaging and damaged items for inspection

 

8.2 Unboxing Video Requirement

An unboxing video is MANDATORY for all damage claims. The video must:

• Start with the unopened, sealed package showing the shipping label
• Show the complete unboxing process without cuts or edits
• Clearly capture the product condition immediately upon opening
• Be a continuous, single recording (no edits or cuts)
• Include audio
• Be submitted within 24 hours of delivery

Claims without an unboxing video will NOT be entertained for damage, missing items, or wrong product issues.

 

8.3 Resolution Options for Verified Damage

Once damage is verified, Scentyque will offer:

• Replacement of the same product (if in stock)
• Store credit for the full purchase amount (valid for 6 months)
• Refund to the original payment method (last resort, at Scentyque's discretion)

 

8.4 Damage Caused by Customer

• Damage caused by mishandling, dropping, or improper storage after delivery is not eligible for refund
• Bottles broken after the customer's possession are the customer's responsibility
• Damage from extreme temperature exposure post-delivery is the customer's responsibility

 

9. WRONG PRODUCT RECEIVED

9.1 Reporting Wrong Items

If you receive a wrong product:

• Report within 24 hours of delivery
• Provide unboxing video as proof
• Submit photographs of the wrong product alongside the order confirmation
• Do not open or use the wrong product (must be returned in original condition)

 

9.2 Resolution

For verified wrong product cases:

• The wrong item will be picked up free of charge
• The correct item will be dispatched within 3-5 business days
• If the correct item is unavailable, store credit or refund will be offered

 

9.3 Customer Ordering Error

• If the customer ordered the wrong product themselves, this is not Scentyque's responsibility
• Such returns will be evaluated under standard return policy (must be unopened)
• Return shipping and restocking fees will apply

 

10. REFUND PROCESS

10.1 How to Request a Refund

Step 1: Email hello@scentyque.pk with:

• Order number
• Detailed reason for return
• Photographic/video evidence
• Original invoice

 

10.2 Steps for Return

1. Wait for return authorization (response within 48 business hours)
2. Once authorized, ship the item to the address provided
3. Item undergoes quality inspection upon arrival
4. If approved, refund is processed

 

10.3 Refund Approval Conditions

Refunds are approved only when:

• All eligibility criteria are met (Section 3)
• Product passes quality inspection
• All packaging is intact
• Customer cooperates with documentation requests
• No signs of use, tampering, or damage

 

10.4 Quality Inspection

• All returned items undergo strict quality inspection
• Items showing any signs of use, tampering, or damage will be rejected
• Rejected items will be returned to the customer at their cost
• Scentyque's inspection decision is final and binding

 

11. REFUND METHODS & TIMELINES

11.1 Refund Methods

Approved refunds are issued via:

• Original Payment Method (preferred):
  
  • Credit/Debit cards: 7-14 business days
  • Bank transfers: 5-10 business days
  • Online payment gateways: 7-14 business days
• Store Credit (alternative):
  
  • Available immediately
  • Valid for 6 months from issue
  • Non-transferable, non-refundable to cash
• Cash on Delivery (COD) Orders:
  
  • Refunded via bank transfer only
  • Customer must provide complete bank details
  • Processing time: 7-10 business days after approval

 

11.2 Refund Deductions

The following may be deducted from the refund amount:

• Return shipping charges (customer's responsibility)
• Restocking fee of 15-20% (applicable on certain returns)
• Original shipping charges (non-refundable)
• COD service charges (non-refundable)
• Payment gateway charges (non-refundable)
• Customs/duty fees (if applicable, non-refundable)

 

11.3 Partial Refunds

Partial refunds may be issued at Scentyque's discretion in cases of:

• Minor packaging damage where the product is still usable
• Missing accessories or promotional items
• Items returned after the standard return window (special cases only)

 

12. EXCHANGE POLICY

12.1 Exchange Eligibility

Exchanges are available under the same conditions as returns:

• Item must be unopened, unused, and sealed
• Request within 72 hours of delivery
• Original packaging intact
• All documentation provided

 

12.2 Exchange Options

• Same Product: Replacement for damaged/defective items
• Different Product: Exchange for another item of equal or greater value (customer pays the difference)
• Price Difference: If exchanging for a lower-priced item, the difference will be issued as store credit only (no cash refund)

 

12.3 Exchange Shipping

• First Exchange: Free shipping (Scentyque's expense) only in cases of our error
• Customer-Initiated Exchange: Customer bears all shipping costs (both ways)
• Restocking Fee: May apply to customer-initiated exchanges

 

12.4 Exchange Limitations

• One exchange per order is allowed
• Exchanged items are non-returnable and non-exchangeable
• Exchanges are subject to stock availability
• Limited edition and sale items are not eligible for exchange

 

13. CASH ON DELIVERY (COD) REFUND SPECIFICS

13.1 COD Refund Method

• COD refunds are processed via bank transfer only
• Cash refunds are not available
• Customer must provide:
  • Full name (as per bank records)
  • Bank account number
  • Bank name and branch
  • IBAN (if available)
  • Mobile number linked to the account

 

13.2 COD Refund Timeline

• Processing: 7-10 business days after refund approval
• Bank transfer settlement: 1-3 business days after processing

 

13.3 COD-Specific Deductions

• COD service fee is non-refundable
• Reverse shipping costs will be deducted
• Restocking fee may apply

 

13.4 COD Order Rejection

If a customer rejects a COD order at delivery:

• The customer will be charged the COD service fee
• The customer's account may be flagged for future orders
• Multiple COD rejections may result in permanent COD restriction

 

14. RESTOCKING FEES

14.1 When Restocking Fees Apply

A restocking fee of 15-20% of the product price applies in the following cases:

• Customer-initiated returns (change of mind)
• Returns due to customer ordering errors
• Returns where the product is in resalable condition but not requested due to defect
• Returns of bulk orders (over 5 units)

 

14.2 When Restocking Fees Do Not Apply

• Confirmed defective or damaged products
• Wrong product sent by Scentyque
• Items not as described (verified by Scentyque)

 

15. RETURN SHIPPING COSTS

15.1 Who Pays for Return Shipping

Scentyque Pays Return Shipping When:

• Product is defective or damaged in transit (verified)
• Wrong product was sent (Scentyque's error)
• Authenticity issue verified by authorized authentication

Customer Pays Return Shipping When:

• Customer changes their mind
• Customer ordered incorrectly
• Scent dissatisfaction (not eligible but if approved as exception)
• Any customer-initiated return

 

15.2 Return Shipping Method

• Customers must use a trackable shipping service
• Untracked returns are at the customer's risk
• Scentyque is not responsible for items lost in return transit
• Customers must retain proof of return shipment

 

16. CUSTOMER RESPONSIBILITIES

16.1 Before Purchase

• Read product descriptions thoroughly
• Review ingredient lists for allergens
• Check fragrance notes and accords
• Verify product details (size, type, edition)
• Review this Refund & Exchange Policy

 

16.2 Upon Delivery

• Inspect the package immediately
• Record an unboxing video (recommended for all orders, mandatory for damage claims)
• Report any issues within the stipulated timeframes
• Retain all packaging until satisfied

 

16.3 During Return Process

• Cooperate fully with documentation requests
• Provide accurate and complete information
• Allow reasonable time for investigation
• Ship returns within the authorized timeframe
• Use proper packaging to prevent damage during return

 

16.4 Honest Disclosure

• Customers must disclose accurate information
• Misrepresenting product condition is fraud
• False claims may result in:
  • Refund rejection
  • Permanent account ban
  • Legal action

 

17. FRAUD PREVENTION & POLICY ABUSE

17.1 Identifying Policy Abuse

Scentyque monitors for patterns of abuse, including:

• Multiple refund requests from the same customer
• Habitual returners with suspicious return rates
• Repeat damage claims without proper evidence
• Use-and-return tactics (using product then claiming defect)
• Coordinated returns across multiple accounts
• Chargeback abuse (filing payment disputes without contacting us first)
• Counterfeit accusations without evidence
• Social media defamation before issue resolution

 

17.2 Consequences of Policy Abuse

Customers found abusing the policy may face:

• Refund denial for current and future orders
• Account suspension or permanent ban
• Blacklisting across partner platforms
• Legal action for fraud or defamation
• Reporting to consumer protection authorities

 

17.3 Right to Refuse Service

Scentyque reserves the right to:

• Refuse service to any customer at our discretion
• Cancel orders that appear fraudulent
• Investigate suspicious return patterns
• Require additional verification for refund claims

 

18. SPECIAL CIRCUMSTANCES

18.1 Gift Returns

• Gift returns are subject to the same policy as regular purchases
• The original purchaser (not the gift recipient) must initiate the return
• Refunds are issued only to the original purchaser's payment method
• Gift receipts do not extend the return window

 

18.2 Sale & Discounted Items

• All items purchased during sales, promotions, or with discount codes are FINAL SALE
• No returns, refunds, or exchanges on discounted products
• This includes flash sales, seasonal sales, clearance, and promotional periods

 

18.3 Bulk & Corporate Orders

• Bulk orders (100+ units of the same product) are subject to corporate gifting terms
• Returns of bulk orders require board approval and may incur higher restocking fees
• Customized or branded bulk orders are non-returnable

 

18.4 Pre-Orders

• Pre-orders cannot be cancelled once dispatched
• Refunds on pre-orders are only available before dispatch
• All standard return conditions apply once delivered

 

18.5 International Returns

• Currently, Scentyque ships only within Pakistan
• For special international orders, contact us for specific terms
• International returns are subject to additional customs and shipping fees

 

18.6 Subscription Services (If Applicable)

• Subscription cancellations must be requested 7 days before the next renewal
• Already-shipped subscription boxes are non-refundable
• Partial month refunds are not provided

 

19. CHARGEBACK & PAYMENT DISPUTE POLICY

19.1 Resolution Before Chargebacks

• Customers must contact Scentyque's customer service first before filing chargebacks
• Allow us 15 business days to resolve any issue
• Filing chargebacks without contacting us is considered bad faith

 

19.2 Consequences of Improper Chargebacks

Customers who file chargebacks without first contacting Scentyque:

• Will have their account permanently banned
• Will be blacklisted from future purchases
• May face legal action to recover funds and damages
• Will be reported to credit bureaus and payment processors

 

19.3 Chargeback Defense

Scentyque will defend all illegitimate chargebacks with:

• Order confirmation records
• Delivery confirmation from Apex Fulfillment
• Customer communication logs
• Photographic evidence of product condition
• All documentation as per this policy

 

20. LIMITATIONS OF LIABILITY

20.1 Maximum Liability

Scentyque's total liability for any refund or exchange claim is limited to the original purchase price of the product. We are NOT liable for:

• Consequential or indirect damages
• Lost profits or business opportunities
• Emotional distress or inconvenience
• Time spent on return processes
• Costs of alternative purchases
• Any damages exceeding the original product price

 

20.2 No Compensation for:

• Delayed refund processing (within policy timelines)
• Subjective dissatisfaction
• Personal scent preferences
• Body chemistry incompatibility
• Color variations between bottles
• Batch-to-batch fragrance variations (industry-standard occurrence)
• Sale or discounted item disputes
• Customs delays affecting returns

 

20.3 Force Majeure

Scentyque is not liable for refund/exchange delays caused by:

• Natural disasters
• National strikes or political unrest
• Pandemic-related disruptions
• Government regulations
• Banking system delays
• Courier service interruptions
• Cyber attacks or system failures

 

21. PRODUCT DISCLAIMERS

21.1 Color & Appearance Variations

• Minor color variations between bottles of the same fragrance are normal
• Photo representation may differ slightly from the actual product due to lighting and screen settings
• Not grounds for return

 

21.2 Batch Variations

• Slight scent variations between batches are an industry-standard occurrence
• Perfumes may evolve subtly over time due to natural ingredient variations
• Not grounds for return

 

21.3 Bottle & Packaging Variations

• Brands occasionally update bottle designs, caps, and packaging
• Scentyque sells the latest version available
• We are not liable for design changes by the manufacturer
• Not grounds for return

 

21.4 Fragrance Performance

• Longevity (how long it lasts) varies by individual
• Projection (how far it reaches) varies by environment
• Sillage (scent trail) varies by body chemistry
• These factors are not guaranteed and not grounds for return

 

22. DISPUTE RESOLUTION

22.1 Internal Resolution

• All disputes must first be addressed through customer service
• Email: hello@scentyque.pk
• Phone: +92 333 1348995
• Resolution attempt: 15 business days

 

22.2 Escalation

If internal resolution fails:

• Submit a formal complaint to: complaints@scentyque.com
• Include all relevant documentation
• Senior management review: 7 business days

 

22.3 Legal Jurisdiction

• This policy is governed by the laws of Pakistan
• Disputes are subject to the exclusive jurisdiction of courts in Karachi, Pakistan
• Customers waive the right to file in other jurisdictions

 

22.4 Arbitration

• Unresolved disputes may be referred to arbitration
• Arbitration costs are borne by the losing party
• Arbitration decisions are final and binding

 

23. POLICY AMENDMENTS

23.1 Right to Modify

• Scentyque reserves the right to modify this policy at any time
• Changes are effective immediately upon posting on our website
• Customers are responsible for reviewing this policy regularly
• The policy in effect at the time of purchase applies to that order

 

23.2 Notification of Changes

• Major changes will be communicated via email to registered customers
• Continued use of Scentyque's services constitutes acceptance

 

24. CONTACT INFORMATION

For refund and exchange queries:

📧 Email: hello@scentyque.pk

📞 Phone / WhatsApp: +92 333 1348995

Office Hours: Monday - Friday: 10:00 AM - 6:00 PM (Pakistan Standard Time)

Response Time: 4-8 business hours

 

25. ACKNOWLEDGMENT

By placing an order on Scentyque.pk, customers explicitly acknowledge that they have:

✓ Read this Refund & Exchange Policy in its entirety
✓ Understood the conditions and limitations
✓ Accepted the terms regarding fragrance products
✓ Acknowledged the subjective nature of perfume preferences
✓ Agreed to the dispute resolution process
✓ Consented to the limitation of liability

This policy is final and binding. Any questions should be directed to our customer service before placing an order.