Refund and Returns Policy

Last Updated: October 2025

At DScent Fragrances, your satisfaction is our top priority. We understand that purchasing perfumes, attars, and body mists online requires a leap of trust, especially when scent and personal preference play such a central role. That’s why we aim to ensure complete transparency and fairness through our detailed Refund & Return Policy.

This document outlines our procedures for returns, refunds, exchanges, complaint resolution, and post-purchase assistance. Whether you’re a first-time buyer or a loyal customer returning for another signature scent, we want your experience with us to feel premium, personalised, and protected.

By placing an order through www.dscentfragrances.com or engaging with DScent Fragrances via our official social media pages, you agree to all the terms and conditions outlined below.

1. Our Commitment to You

DScent Fragrances is more than a fragrance brand – we’re a premium scent experience built on quality, reliability, and service. Our commitment is to deliver products that meet the highest standards of safety, authenticity, and presentation.

Each item in your order is carefully:

• Quality checked for packaging integrity.
• Verified for correct labeling and batch code.
• Wrapped with care to minimise transit damage.

However, despite our best efforts, issues may arise due to courier handling, human error, or supplier inconsistencies. This policy ensures that you, our valued customer, always have access to a fair and professional resolution process.

We follow Pakistan’s evolving consumer protection laws and aim to lead the fragrance industry in eCommerce compliance.

2. Eligibility for Returns & Exchanges

We offer returns or exchanges only under the following specific circumstances:

A. Damaged Product on Arrival

• Packaging is visibly crushed or leaking.
• Broken bottle caps or nozzles.
• Fragrance leaking inside the box.

B. Incorrect Item Sent

• Wrong product name, fragrance type, or bottle size.
• You ordered an attar and received a mist, or vice versa.

C. Expired or Faulty Product

• The received item is close to or past the expiry date.
• Defective spray mechanism (e.g., no mist, continuous leakage).

To qualify, you must:

• Record unboxing with video/photo evidence.
• Notify us within 48 hours of receiving your order.
• Keep the product unused and in its original packaging.

If more than 48 hours pass, DScent Fragrances reserves the right to deny your return request. Our perfumes, attars, and mists are sensitive to light, heat, and tampering. Timely complaints help preserve return integrity.

3. Items Not Eligible for Return or Refund

Due to hygiene, safety, and the nature of perfumery, the following products are non-returnable:

• Opened, unsealed, or used bottles (even one spray renders the item non-returnable).
• Items damaged post-delivery by improper storage or handling.
• Products returned without the original outer box, labels, or tags.
• Fragrance dissatisfaction (we recommend reading scent notes before purchase).
• Allergy or sensitivity complaints (we suggest patch testing first).
• Clearance sale, mystery boxes, or bundle deal purchases, unless damaged.
• Gifts and bonus samples (unless damaged and reported immediately).

This policy allows us to maintain consistent quality and trust for every customer who buys perfumes online in Pakistan.

4. Timelines for Return/Refund Process

We follow a strict timeline to ensure accountability and clarity:

• Complaint Window: 48 hours from delivery date.
• Approval Window: 24–48 hours after receiving your request.
• Return Shipping Deadline: 3 working days from approval.
• Inspection Period: 2–3 working days after the item is received.
• Refund Disbursal: Within 7–10 working days (from inspection approval).

Requests made beyond this window may be rejected, except under rare and documented circumstances.

5. How to Initiate a Return or Refund

Follow these steps to request a return, exchange, or refund:

Step 1: Contact Us Promptly

Send an email or WhatsApp message with the subject line: “Refund/Return Request – Order #[YourOrderID]” to:

• Email: info@dscentfragrances.com
• WhatsApp: +92-329-7267240

Step 2: Submit Proof

Attach photos or a short video showing:

• The damaged/incorrect item.
• The outer and inner packaging.
• The invoice slip or order confirmation.

Step 3: Wait for Review

Our customer care team will:

• Assess the complaint based on the provided evidence.
• Reply within 48 hours with an approval or rejection.
• Provide return shipping instructions if approved.

Step 4: Send Product Back

Return via your preferred courier service. Ensure:

• The product is sealed and safely packaged.
• The parcel is shipped within 3 working days.
• The tracking ID is shared with us via WhatsApp/email.

Step 5: Refund or Exchange Issued

After we inspect the returned item:

• Refunds are processed to JazzCash, Easypaisa, or a bank account.
• Exchanges are shipped within 3–5 days (if the product is in stock).

6. Who Pays the Return Shipping?

Shipping cost is your responsibility unless:

• We sent the wrong product.
• You received a defective or damaged item.

In all other cases (e.g., you changed your mind, didn’t like the scent, ordered the wrong item), you will need to cover courier charges.

We recommend using a tracked courier like TCS, Leopard, or BlueEx for safe return.

7. Exchange Policy: What You Need to Know

We’re happy to exchange your product if it meets the eligibility requirements. However:

• Exchange depends on stock availability.
• If the replacement item is out of stock, we may offer:
  • Full refund
  • Store credit (valid for 60 days)
  • An alternative product of equal or lesser value (based on your approval)

All exchanges are treated as new orders and dispatched accordingly.

8. Refund Disbursement Options

We process refunds through the following channels:

• Bank Transfer (requires title, account number, IBAN, bank name)
• JazzCash (provide registered mobile number)
• Easypaisa (mobile number linked to your account)

Refunds are processed within 7–10 business days, depending on your financial institution. You will be notified via SMS or email once issued.

9. When We May Issue Partial Refunds

We reserve the right to offer a partial refund or store credit instead of a full return in the following situations:

• Slight cosmetic damage (e.g., crumpled box, dented packaging) that doesn’t affect product usability.
• Missing gift items from bundled promotions.
• Return requests submitted slightly past the 48-hour window.

Partial refunds are always discussed and agreed upon before issuance.

10. Fragrance Quality & Authenticity Guarantee

We guarantee that all products sold on DScent Fragrances are:

• 100% original and authentic.
• Sourced from verified distributors or crafted by our in-house perfumers.
• Stored in controlled environments.
• Sealed, batch-coded, and inspected before dispatch.

Still, scent preference is subjective. Longevity, projection, and silage depend on skin chemistry, weather, and usage habits. For this reason, refunds based on scent experience are not entertained.

11. Handling Customer Disputes Professionally

We understand that refund situations can be sensitive. To manage disputes with fairness:

• Our agents will communicate politely and transparently.
• If needed, your case will be escalated to a supervisor.
• All investigations are documented for future reference.

In rare cases where resolution cannot be reached, you may email: info@dscentfragrances.com for final review.

12. Promotional Campaigns, Free Gifts & Bundle Policy

We run seasonal promotions, including:

• Free samples
• Gift-with-purchase deals
• Mystery boxes and fragrance bundles

The following applies:

• Free gifts and samples are non-returnable and cannot be refunded or exchanged.
• Bundles must be returned as a complete set. Partial bundle returns will be rejected unless an individual item is damaged or missing.

13. Order Cancellations (Before Dispatch)

If your order has not yet been processed:

• You can cancel within 12 hours by emailing or messaging us.
• Once packed or handed over to the courier, cancellations are not possible.

In case of timely cancellation:

• Full refund will be processed via your original payment method.

14. Return Abuse & Fraud Prevention

To prevent misuse of our refund and return system:

• We track all customer complaints and return patterns.
• Accounts with frequent or false claims may be suspended.
• Users found misrepresenting product damage or tampering will be blacklisted.

Our goal is to protect genuine customers while preventing abuse.

15. Policy Revisions & Legal Notice

DScent Fragrances reserves the right to update this policy to reflect:

• Changes in business model
• Legal or regulatory developments in Pakistan
• Customer feedback or platform adjustments

We recommend reviewing this policy regularly before making purchases. Changes will take effect immediately once published.

16. Need Help? Contact Us

For any return, refund, or post-purchase query, reach us at:

Email: info@dscentfragrances.com

WhatsApp: +92-329-7267240Support Hours: Monday to Saturday, 10 AM – 6 PM