Refund & Replacement Policy

Fragrance Chapter sells sealed, original perfumes imported directly from Saudi Arabia and the UAE. This policy explains exactly when a refund or replacement applies.

What is covered

We offer a replacement or a full refund within 7 days of delivery in these situations:

  • The product arrived damaged. Broken glass, a cracked bottle, a damaged atomiser, or a leaking bottle.
  • The product arrived not as described. The wrong item, the wrong size, or the wrong concentration.
  • The product is not genuine. If a bottle we sold you is found not to be an original product of the house named on the box, you receive a full refund.

What is not covered

Perfume is a sealed personal-care product. Once a bottle has been opened or sprayed it cannot be resold, so we are unable to accept returns in these cases:

  • You did not like the scent. Fragrance develops differently on every person's skin. We are glad to give you detailed guidance before you order so that you buy something that suits you — please ask.
  • The perfume did not last as long as you expected. Longevity varies with skin type, weather, and how the fragrance is applied.
  • You changed your mind after opening the bottle.
  • The seal is broken on an otherwise undamaged bottle.

An unopened bottle with its factory seal intact may be exchanged within 7 days.

How to make a claim

  1. Contact us within 7 days of delivery.
  2. Send photographs of the outer parcel, the product box, and the bottle itself. If the bottle arrived broken, photograph it before discarding anything.
  3. Include your order number.
  4. We will confirm the outcome and arrange a replacement or refund.

Please do not discard the packaging until your claim is resolved — courier damage claims require it.

Refund timing

Approved refunds are processed back through the original payment method. Please allow a few working days for the amount to appear, depending on your bank.

Before you order

Because we cannot accept returns on opened bottles, we would rather help you choose correctly the first time. Message us with your budget, the occasion and the kind of scents you already enjoy, and we will recommend specific options. Our Fragrance Journal also covers how to choose, how to make a fragrance last in Pakistani heat, and how to spot a counterfeit.

Questions about this policy? See our FAQ or contact us.

Last Updated: January 2026

At Fragrance Chapter, your satisfaction is our priority. We want you to love your fragrance purchase. If for any reason you are not completely satisfied, we offer a fair and transparent return and refund policy.

1. Return Eligibility

To be eligible for a return and refund, the following conditions must be met:

  • Unopened Products: Fragrances must be unopened, unused, and in their original sealed packaging
  • Original Condition: Products must be in the same condition as received, with all original tags and packaging intact
  • Time Frame: Returns must be initiated within 7 days of delivery
  • Proof of Purchase: You must provide your order number and receipt

2. Non-Returnable Items

Due to the nature of fragrances and hygiene considerations, we cannot accept returns for:

  • Opened or used perfumes/colognes
  • Products with broken seals or damaged packaging
  • Sale or clearance items (unless defective)
  • Gift cards

3. Damaged or Defective Products

If you receive a damaged, defective, or incorrect product:

  • Contact us within 48 hours of delivery
  • Provide photos of the damaged product and packaging
  • We will arrange a replacement or full refund at no additional cost

4. How to Initiate a Return

To start a return:

  1. Contact our customer service team via email or phone
  2. Provide your order number and reason for return
  3. Wait for return authorization and instructions
  4. Pack the item securely in its original packaging
  5. Ship the item to our return address (provided upon authorization)

5. Refund Processing

Once we receive your return:

  • Inspection takes 2-3 business days
  • You will be notified via email of approval or rejection
  • Approved refunds are processed within 5-7 business days
  • Refunds are issued to your original payment method
  • Bank processing may take an additional 3-5 business days

6. Return Shipping Costs

  • Customer Responsibility: You are responsible for return shipping costs unless the product is defective or incorrect
  • Damaged/Defective Items: We cover return shipping for damaged or defective products

7. Exchanges

We currently do not offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order.

8. Contact Us

For return inquiries, contact us at:

Email: returns@fragrancechapter.com
Phone: +92 XXX XXXXXXX
Hours: Monday - Saturday, 10:00 AM - 6:00 PM PKT