Refund & Exchange

Refund & Exchange Policy

We want you to love your fragrance. Because perfumes are personal-care and hygiene products, this policy is built to be fair while protecting the safety and integrity of every order.

Last updated: June 2026
📹 An unedited, continuous unboxing video is mandatory for any damage, leakage, or wrong-item claim. Please film yourself opening the sealed parcel from start to finish. Without this video we cannot verify the claim, and it cannot be approved.

Eligible for Replacement

  • Your parcel arrived damaged or leaking
  • You received the wrong product
  • A genuine manufacturing defect
  • Reported within 24 hours of delivery, with the unboxing video and clear photos

Not Eligible

  • You changed your mind or did not like the scent (fragrance is personal and subjective)
  • The bottle has been opened, sprayed, or used
  • Sale, clearance, or opened bundle items
  • Claims made after 24 hours, or without an unboxing video

1Opened Products Cannot Be Returned

For hygiene and safety reasons, once a fragrance seal is broken or the product has been used, it cannot be returned or exchanged. This is standard practice for perfumes worldwide and protects every one of our customers.

2When We Offer a Replacement

We will gladly replace items that arrive damaged, leaking, or incorrect, as long as the issue is reported within 24 hours of delivery together with the required unboxing video and clear photos. Wherever possible, we resolve approved claims with a replacement rather than a refund.

3The Unboxing Video (Important)

We require a single, continuous, unedited video of you opening the sealed parcel. This is the only way for us to confirm transit damage, leakage, or a wrong item. Claims submitted without a proper unboxing video cannot be processed or approved.

4Cash on Delivery Orders

Cash on Delivery is offered in good faith. Refusing to accept a confirmed COD order, or repeatedly returning parcels without a valid reason, may result in Cash on Delivery being disabled for your future orders and may incur return-shipping charges.

5How to Raise a Claim

Within 24 hours of delivery, WhatsApp us at 0333 1348995 with your Order ID, the unboxing video, and photos of the issue. Our team will review your claim and respond as quickly as possible.

6Refunds & Resolution

Approved claims are resolved by replacement wherever possible. Where a refund applies, delivery charges are non-refundable, and any approved refund is issued to your original payment method or as store credit within 7 to 10 working days. Any prepayment discount already applied may be adjusted in the final amount.

7Lost or Delayed Parcels

If your order is lost or significantly delayed by the courier, please contact us. We will coordinate directly with the courier company to track it down and resolve the situation for you.

Questions? Email hello@scentyque.pk or WhatsApp 0333 1348995.