Shipping Policy

1. OVERVIEW

Scentyque is committed to delivering premium fragrance products to customers across Pakistan in a timely and secure manner. This Shipping & Delivery Policy outlines the terms, conditions, and service standards for all orders placed through our platform. By placing an order with Scentyque, customers acknowledge and accept these terms.

 

2. SHIPPING COVERAGE & REGIONS

2.1 Nationwide Delivery

• Coverage: Scentyque delivers to all major cities and towns across Pakistan through our fulfillment partner, Apex Fulfillment
• Excluded Areas: Remote areas, regions with active security concerns, and areas declared unsafe by the Government of Pakistan are excluded from our delivery service
• Regional Restrictions: Customers will be notified during checkout if their location falls outside our delivery zones

 

2.2 Verification of Address

• Customers are responsible for providing accurate delivery addresses
• Scentyque is not liable for delivery failures due to incomplete, incorrect, or illegible addresses provided by the customer
• In case of address ambiguity, Apex Fulfillment will attempt to contact the customer; if unsuccessful, the order may be returned to Scentyque

 

3. DELIVERY TIMEFRAME

3.1 Standard Delivery Window

• Expected Delivery Time: 2-4 business days from the date of order confirmation
• Business Days: Monday to Friday (excludes public holidays and weekends)
• Order Confirmation: Delivery countdown begins after payment confirmation and order verification

 

3.2 What "Business Days" Means

• Public holidays declared by the Government of Pakistan are NOT counted as business days
• Fridays and Sundays are not counted as business days
• The delivery window is provided as an estimate only and not a guarantee

 

3.3 Non-Guaranteed Delivery

• The 2-4 day window is an estimated timeframe based on normal operating conditions
• Scentyque does not guarantee delivery within this window
• Delays may occur due to various reasons (see Section 4 - Delays & Force Majeure)

 

4. DELAYS & FORCE MAJEURE EVENTS

4.1 Unforeseen Circumstances

Scentyque is not liable for delays caused by events beyond our reasonable control, including but not limited to:

Natural Disasters & Environmental Events:

• Heavy rainfall, floods, and waterlogging
• Storms, cyclones, and severe weather conditions
• Earthquakes and other seismic events
• Landslides and road damage

 

National & Civil Events:

• National strikes, protests, and blockades
• Curfews and security lockdowns
• Civil unrest or emergency declarations by government authorities
• Road closures by traffic authorities

 

Public Holidays & Closures:

• National holidays (Kashmir Day, Pakistan Day, Independence Day, Eid holidays, etc.)
• Government-announced holidays and observances
• Religious holidays and closures
• Apex Fulfillment's operational holidays

 

Logistics & Operational Issues:

• Courier vehicle breakdowns or accidents
• Customs delays or border-related issues
• Fuel shortages affecting transportation
• Power outages affecting logistics operations

 

4.2 Communication During Delays

• In case of significant delays, Scentyque will attempt to notify customers through registered email or phone number
• Customers can track their order status through the Scentyque portal or by contacting our customer service
• Note: Delayed notifications do not constitute an admission of liability

 

4.3 Liability Limitation

• Scentyque assumes no liability for delays caused by force majeure events
• Customers are not entitled to compensation, refunds, or credits for delays caused by circumstances beyond our control
• The completion of delivery, even if delayed, will be considered fulfillment of our obligation

 

5. CASH ON DELIVERY (COD) TERMS

5.1 COD Availability

• COD is available in selected areas within Pakistan
• Not all regions have COD availability; this will be indicated during checkout
• Scentyque reserves the right to disable COD for specific regions, cities, or pin codes based on operational considerations

 

5.2 COD Payment Process

• The delivery agent will collect payment at the time of delivery
• Payment must be made in Pakistani Rupees (PKR) only
• No cheques, postdated checks, or bank transfers are accepted as COD payment
• The exact amount due will be displayed on the package

 

5.3 Failed COD Collections

• If the customer refuses to accept the package or fails to provide payment, the order will be returned to Scentyque
• Return Shipping Charges: The cost of reverse shipping will be deducted from any refund due to the customer
• Refund Processing: Refunds for returned orders will be processed within 7-10 business days after the package is received back at our facility
• No Refund for Convenience: If a customer deliberately refuses the package after initiating COD, no refund will be issued

 

5.4 Partial Payments

• Partial or incomplete COD payments will result in package rejection
• The package will be returned to Scentyque; a refund will be processed after deducting return shipping charges
• Customers are responsible for ensuring sufficient funds are available at the time of delivery

 

6. PRODUCT CONDITION & PACKAGING

6.1 Packaging Standards

• All perfume bottles are carefully packaged to withstand standard shipping conditions
• Scentyque uses industry-standard protective packaging to prevent breakage and leakage
• Fragile items are marked as such on the package

 

6.2 Damage During Transit

• Scentyque's Responsibility: We are responsible for reasonable, foreseeable damage caused by our handling, storage, or packaging negligence
• Carrier Responsibility: Damage caused by Apex Fulfillment's mishandling may be addressed through the carrier's claims process
• Customer Responsibility: Customers must inspect the package upon delivery and report damage within 24 hours of receipt

 

6.3 Leakage & Spillage

• Perfume bottles are sealed and tested before shipment
• Minor cosmetic damage to outer packaging does not entitle customers to refunds if the perfume bottle is intact and sealed
• Leakage claims must be supported by photographic evidence submitted within 24 hours of delivery

 

6.4 Broken Bottles

• If a perfume bottle arrives broken or defective (proven by photographic evidence), customers must report within 24 hours
• Scentyque will arrange for replacement or refund at its sole discretion
• The customer must retain the damaged package for inspection if requested

 

7. TRACKING & UPDATES

7.1 Order Tracking

• Customers will receive a tracking number via email/SMS after order dispatch
• Real-time tracking is available through the Scentyque website and Apex Fulfillment's tracking portal
• Tracking information is updated regularly but may not reflect real-time movement in all cases

 

7.2 Delivery Notifications

• Delivery agents will attempt to contact the customer 24 hours before delivery
• Customers are responsible for ensuring contact numbers remain reachable during the delivery window
• If the customer is unavailable, Apex Fulfillment will make alternative delivery attempts (as per their policy)

 

7.3 Unsuccessful Delivery Attempts

• If a delivery agent is unable to reach the customer after 2-3 attempts, the package will be held at Apex Fulfillment's nearest facility
• The customer must collect the package from the facility or request redelivery
• Redelivery charges, if applicable, will be borne by the customer

 

8. LOST & MISSING PACKAGES

8.1 Responsibility

• In Transit: Once a package is handed over to Apex Fulfillment, they assume responsibility for safe transit and delivery
• Claims Process: Loss or missing package claims must be filed within 48 hours of the expected delivery date
• Investigation: Scentyque will investigate claims in coordination with Apex Fulfillment; this may take 7-14 business days

 

8.2 Proof Requirements

Customers must provide:

• Original tracking number
• Order confirmation email
• Proof of payment (transaction screenshot)
• Photographic evidence of tracking status at final delivery point (if available)

 

8.3 Remedy for Lost Packages

Upon verification of loss, Scentyque will either:

• Replace the product at no additional cost (if stock is available), OR
• Issue a full refund to the original payment method
• Timeframe: Refunds will be processed within 7-10 business days after claim verification
• No Compensation: Scentyque will not provide additional compensation beyond replacement or refund

 

8.4 Liability Cap

• Scentyque's total liability for lost packages is limited to the product's purchase price only
• Any additional damages, lost profits, or consequential damages are explicitly excluded

 

9. RETURNS & REVERSE SHIPPING

9.1 Return Eligibility

• Products can be returned within 7 days of delivery
• Items must be unused, unopened, and in original packaging
• Return requests must be initiated through the Scentyque website or by contacting customer service

 

9.2 Return Shipping Process

• Who Pays: Return shipping is the customer's responsibility unless the return is due to Scentyque's error or product defect
• Apex Returns: Customers can arrange reverse pickup through Apex Fulfillment or use any courier service
• Proof of Shipment: Customers must retain proof of return shipment

 

9.3 Refund Processing

• Refunds are issued only after the returned item is received, inspected, and verified at Scentyque's warehouse
• Processing Time: 7-10 business days from receipt of return package
• Deductions: Return shipping charges will be deducted from the refund amount (unless Scentyque initiated the return)
• Original Payment Method: Refunds are issued to the original payment method used at purchase

 

9.4 Return Address

• Return address will be provided in the return authorization email
• Packages sent to incorrect addresses will not be refunded or returned to customers

 

10. CUSTOMER RESPONSIBILITIES

10.1 Address Verification

• Customers must ensure their delivery address is complete, accurate, and correct before finalizing payment
• Scentyque is not responsible for delivery failures due to incorrect addresses

 

10.2 Contact Information

• Customers must maintain active contact numbers and email addresses during the delivery period
• Scentyque is not liable if delivery agents cannot reach customers due to unavailable contact information

 

10.3 Package Receipt & Inspection

• Customers must inspect packages immediately upon delivery
• Any claims regarding damage, spillage, or defects must be reported within 24 hours
• Claims reported after 24 hours will not be entertained

 

10.4 Payment Responsibility

• Customers using COD must ensure sufficient funds are available at the time of delivery
• Scentyque is not responsible for failed collections due to customer unavailability or insufficient funds

 

10.5 Compliance with Laws

• Customers must comply with all applicable laws regarding the import and use of perfumes in their jurisdiction
• Scentyque is not liable for orders confiscated by customs or law enforcement agencies

 

11. SPECIAL CIRCUMSTANCES & EXCEPTIONS

11.1 Peak Shopping Seasons

• During festivals (Eid, Christmas, New Year, etc.) and peak shopping seasons, delivery times may extend to 5-7 business days
• A notification will be displayed on the website during high-volume periods
• Customers ordering during these periods acknowledge and accept extended delivery windows

 

11.2 Regional Lockdowns & Restrictions

• In case of government-imposed lockdowns, curfews, or security restrictions, delivery operations may be suspended
• Scentyque will not process refunds for orders delayed due to such restrictions
• Orders will resume delivery as soon as operations normalize

 

11.3 Customized Orders

• Special or customized perfume orders may take 7-10 business days for preparation before dispatch
• This extended timeframe will be disclosed at the time of order placement

 

12. DISPUTE RESOLUTION

12.1 Customer Service Escalation

• First Contact: Email complaints@scentyque.com with order number and detailed issue description
• Response Time: We aim to respond within 48 business hours
• Documentation: Include photographic evidence, tracking numbers, and transaction details

 

12.2 Claim Verification

• Scentyque reserves the right to independently verify all damage, loss, and defect claims
• Customers may be required to provide additional documentation or evidence
• Disputes will be resolved based on factual evidence and this policy

 

12.3 No Liability Beyond Policy

• This policy outlines the maximum extent of Scentyque's liability
• Any claims not explicitly covered by this policy will be evaluated at Scentyque's sole discretion
• Scentyque's decision is final and binding

 

12.4 Legal Jurisdiction

• This policy is governed by the laws of Pakistan
• Any disputes will be subject to the exclusive jurisdiction of courts in Karachi, Pakistan
• Customers agree to attempt dispute resolution through customer service before pursuing legal action

 

13. SCENTYQUE'S LIABILITY LIMITATIONS

13.1 Disclaimers

• AS-IS SERVICE: Scentyque provides shipping and delivery services "as-is" without warranties
• NO GUARANTEE: Delivery timelines are estimates only; Scentyque does not guarantee delivery within specified windows
• THIRD-PARTY RELIANCE: Scentyque relies on Apex Fulfillment for last-mile delivery; we cannot guarantee their performance

 

13.2 Liability Cap

• Scentyque's total liability for any shipping-related claim is limited to the product's purchase price

We are not liable for:

• Consequential damages
• Lost profits or business losses
• Indirect damages
• Emotional distress or inconvenience
• Any damages exceeding the product's sale price

 

13.3 Exemptions

Scentyque is NOT liable for:

• Delays caused by force majeure events (see Section 4)
• Customer-provided incorrect addresses
• Customer unavailability during delivery attempts
• Customs confiscation or legal seizure
• Customer refusal to pay COD or incomplete payment
• Acts of third parties (including Apex Fulfillment agents)

 

14. POLICY AMENDMENTS

14.1 Right to Modify

• Scentyque reserves the right to amend this shipping policy at any time without prior notice
• Significant changes will be communicated via email and website announcements
• Continued use of Scentyque's services constitutes acceptance of the updated policy

 

14.2 Effective Date

• This policy is effective immediately upon publication
• Previous versions are superseded by this version

 

15. CONTACT & SUPPORT

15.1 Customer Service

• Email: hello@scentyque.pk
• WhatsApp: +923331348995
• Hours: Monday - Friday, 10:00 AM - 6:00 PM (Pakistan Standard Time)
• Response Time: 4-8 business hours

 

15.2 Shipping Inquiries

• For tracking and delivery-related queries, contact: hello@scentyque.pk
• Provide your order number and tracking ID for faster resolution

 

15.3 Apex Fulfillment Support

• For direct courier complaints, customers can contact Apex Fulfillment's customer service through the tracking portal
• Scentyque will escalate critical issues to Apex Fulfillment on behalf of customers

 

16. ACKNOWLEDGMENT

By placing an order on Scentyque, customers acknowledge that they have read, understood, and agreed to all terms and conditions outlined in this Shipping & Delivery Policy.

Any questions or concerns regarding this policy should be directed to our customer service team before placing an order.