Refund policy

At Sultan Scents, we are committed to delivering high-quality fragrances and providing our customers with a reliable and satisfactory shopping experience. As an emerging Pakistani fragrance brand, we carefully pack and dispatch every perfume order to ensure it reaches you safely.

However, if your order arrives damaged, broken, leaked, or in an unacceptable condition, we are here to assist you.

Damaged or Broken Perfume Bottle

If your perfume bottle arrives broken, damaged, leaked, or physically defective, please contact Sultan Scents as soon as possible.

For a damaged parcel claim to be considered, the customer must provide:

• A clear, continuous unboxing video showing the parcel from the time it is received until it is opened.

• Clear photographs of the damaged product and packaging.

• Your order number and contact details.

The unboxing video is important because it allows us to verify the condition of the parcel at the time of delivery.

Without a proper unboxing video, Sultan Scents may not be able to approve a damage-related replacement or refund.

Return Eligibility

A return or replacement may be accepted in the following circumstances:

• The perfume bottle arrives broken.

• The product arrives damaged during delivery.

• The product is leaking due to a packaging or handling issue.

• The wrong product was delivered.

• The product has a verified manufacturing defect.

For hygiene and product-safety reasons, we generally do not accept returns simply because a customer does not like the fragrance after opening or using the perfume.

Return Timeframe

Customers should report any damaged, incorrect, or defective order within 24 hours of delivery.

Claims submitted after this period may not be eligible for replacement or refund.

Replacement or Refund

After reviewing the provided evidence, Sultan Scents may offer:

• A replacement product, or

• A refund, where applicable.

The final resolution will depend on the nature of the issue and the evidence provided.

If a replacement is approved, Sultan Scents will arrange the replacement according to the circumstances of the case.

Wrong Product Received

If you receive a product different from the one you ordered, please contact us within 24 hours and provide your order number along with clear pictures/videos of the received product.

After verification, we will arrange an appropriate replacement.

Non-Returnable Situations

Returns or refunds may not be accepted when:

• The customer has used the perfume and simply does not like the fragrance.

• The customer changes their mind after opening or using the product.

• The product has been damaged by the customer.

• The customer cannot provide sufficient evidence for a damaged parcel claim.

• The damage is reported after the applicable reporting period.

• The product has been altered, refilled, or tampered with.

How to Contact Us

For return, replacement, or refund assistance, contact Sultan Scents:

Phone / WhatsApp: +92 332 4779276
Email: thesultanscents@gmail.com
Address: Gulshan-e-Ravi, Lahore 54500, Pakistan

We aim to handle genuine customer concerns fairly and professionally.

Sultan Scents - A Growing Pakistani Fragrance Brand