Returns & Refund Policy

We want you to feel confident every time you order from Scentora. If something arrives damaged, wrong, or not as described, we'll make it right. Here's exactly how returns, exchanges, and refunds work with us.

Before You Order

Please double-check your size, shade, and delivery address before confirming — this helps us get it right the first time and avoids delays on either side.

Eligibility for Return or Exchange

Because fragrances are a hygiene-sensitive product, we're only able to accept a return or exchange in the following cases:

• The item you received is damaged, leaking, or defective on arrival.
• You received the wrong product, size, or variant from what you ordered.
• The parcel is missing an item that was part of your confirmed order.

Unopened, unused clothing items (with original tags and packaging intact) can also be exchanged for a different size, subject to availability.

What We Can't Accept

• Opened, used, or sprayed fragrances — for hygiene and safety reasons, these cannot be returned once the seal is broken, unless the item itself is faulty.
• Change-of-mind returns after the item has been used or worn.
• Items purchased on clearance or marked as final sale, unless received damaged or incorrect.
• Requests raised more than 3 days after delivery.

How to Request a Return, Exchange, or Refund

1. Message us on WhatsApp within 24 hours of delivery, along with your order number.
2. Share clear photos (and, ideally, an unboxing video) showing the issue — this helps us verify and resolve it quickly without back-and-forth.
3. Our team will confirm whether the item qualifies and arrange a pickup, replacement, or refund accordingly.
4. Once the returned item is received and checked, we'll process your exchange or refund within 5–7 business days.

An unboxing video isn't compulsory to raise a request, but it does make the process faster and helps us approve claims without delay — we'd genuinely recommend recording one for every order.

Refunds

• Since most orders are Cash on Delivery, approved refunds are sent back via bank transfer, EasyPaisa, or JazzCash to an account you provide — not as cash.
• For orders paid online, refunds are credited back to the original payment method once verified.
• Delivery charges are refunded only when the return is due to our error (damaged, wrong, or missing item) — not for change-of-mind exchanges.

Cancellations

You can cancel an order any time before it's dispatched by messaging us on WhatsApp. Once a parcel has been handed to the courier, it can no longer be cancelled, but you're welcome to refuse delivery and it will be treated under our return process once it's back with us.