Return And Exchange Policy

Return & Exchange Policy

At Scentora, customer satisfaction is important to us. Every order is carefully checked and securely packed before dispatch. If you receive a damaged, defective, or incorrect product, we are here to help.

1. Eligibility for Returns & Exchanges

We accept return or exchange requests under the following circumstances:

  • You received the wrong fragrance or product.

  • The product arrived damaged, broken, or leaking.

  • The product has a manufacturing defect.

  • The product received is significantly different from what you ordered.

All eligible issues must be reported to us within 48 hours of delivery.

2. Product Condition

For a return or exchange to be accepted:

  • The perfume must be unused and unopened, except where opening the package was necessary to identify a defect or damage.

  • The original box, packaging, and accessories must be retained.

  • The product must not have been sprayed, tested, altered, or damaged after delivery.

  • Proof of purchase/order details must be provided.

All returned products are subject to inspection before a replacement or refund is approved.

3. Opened or Used Perfumes

Due to hygiene and product-safety considerations, opened, sprayed, tested, or used perfumes cannot be returned or exchanged.

We also do not accept returns simply because you do not like the fragrance, its strength, or how long it lasts. Fragrance preferences can vary from person to person.

We recommend reviewing the fragrance notes and product description carefully before placing your order.

4. Damaged or Incorrect Orders

If your order arrives damaged, leaking, defective, or incorrect, please contact Scentora within 48 hours of delivery.

Please provide:

  • Your order number

  • Clear photographs of the product and packaging

  • A short video or unboxing video, if available

After verification, Scentora may provide a replacement or refund, depending on the circumstances.

5. Exchanges

Eligible products may be exchanged for another fragrance of equal value, subject to availability.

If the replacement product has a higher price, the customer will be required to pay the price difference.

If the replacement product has a lower price, the difference may be refunded according to our refund procedure.

Exchanges are not available for opened, sprayed, or used perfumes.

6. Return Shipping Charges

If the return or exchange is due to an error on our part, such as sending the wrong product or delivering a damaged/defective item, Scentora will cover the applicable return shipping cost.

For any approved return requested for another eligible reason, the applicable return shipping charges may be the customer's responsibility.

7. Refunds

Once the returned product has been received and inspected, we will notify you regarding the approval or rejection of your refund.

Approved refunds will generally be processed within 5–7 business days.

The time required for the refund to appear in your account may vary depending on the payment method or financial institution.

For Cash on Delivery orders, approved refunds may be processed through an available method such as bank transfer, JazzCash, or Easypaisa.

8. Non-Returnable Items

The following products are not eligible for return or exchange:

  • Opened or used perfumes

  • Sprayed or tested fragrances

  • Products with broken seals

  • Products damaged due to customer misuse

  • Products returned without their original packaging

  • Sale or clearance items, unless they arrive damaged or defective

  • Products returned after the applicable return period

9. How to Request a Return or Exchange

To request a return or exchange:

  1. Contact the Scentora customer support team within 48 hours of delivery.

  2. Provide your order number and explain the issue.

  3. Send clear photographs and any requested video evidence.

  4. Wait for confirmation and return instructions from our team.

  5. Send the product back only after your return/exchange request has been approved.

Please do not send any product back without receiving confirmation from Scentora first.

10. Important Note

Scentora reserves the right to inspect returned products and determine whether they meet the conditions of this policy.

We aim to handle every return and exchange request fairly and transparently while maintaining the quality, authenticity, and hygiene standards of our fragrances.

Need Help?

For any questions regarding returns, exchanges, or damaged orders, please contact our Scentora Customer Support Team.

Scentora — Your Scent, Your Signature.