Skip to Content
14 Days easy Returns and Standard Shipping

RETURN, REFUND &

EXCHANGE POLICY

Ninth Scent — Luxury Perfume House

Website: www.ninthscent.pk

Effective Date: 17 October 2022

1. Our 14-Day Easy Return & Exchange Policy

At Ninth Scent, customer satisfaction is our priority. We want every customer to enjoy their fragrance with confidence.

We offer a 14-day return or exchange facility from the date you receive your order, subject to the conditions outlined in this policy.

If you receive an incorrect, damaged, defective, or unsatisfactory product, please contact our customer support team within 14 days of delivery so we can review your request and offer an eligible return, exchange, replacement, or refund.

2. Conditions for Returns and Exchanges

To qualify for a return or exchange:

  • The request must be submitted within 14 days of receiving your order.

  • You must provide your original order number or other valid proof of purchase.

  • The product must be returned with its original packaging, bottle, cap, box, and accessories, where applicable.

  • The product must be securely packed to prevent damage during return shipping.

  • You must provide an unboxing video for claims involving damage, leakage, missing items, incorrect products, or a change in the condition of the perfume liquid.

Products will be inspected before a return, exchange, or refund is approved.

Our conditions will not be applied in a way that removes any consumer rights available under applicable law.

3. Mandatory Unboxing Video

An unboxing video is required for claims involving damaged, leaking, incorrect, or missing products, as well as concerns about the condition of the perfume liquid.

To help us resolve your issue fairly, please follow these instructions:

  1. Start recording before opening the courier parcel.

  2. Show the sealed parcel and shipping label clearly.

  3. Record the opening of the parcel continuously, without cuts or edits.

  4. Show the perfume bottle, outer packaging, seal, and any visible damage or leakage.

  5. Keep the video available until your complaint has been resolved.

Please send the video to our official customer support channel along with your order number and a brief explanation of the issue.

If a video is unavailable, please contact us. We may review other evidence where appropriate, and a missing video will not automatically remove rights that you have under applicable law.

4. Damaged Products, Leakage & Liquid Changes

Perfumes are delicate products and must be handled and stored properly. We take product-condition complaints seriously.

Please contact us within 14 days if you notice:

  • A cracked, broken, or damaged perfume bottle.

  • Leakage from the bottle or packaging.

  • A missing or incorrect product.

  • An unusual change in the perfume liquid's colour, clarity, or appearance.

  • A suspected product defect or another quality concern.

Please provide an unboxing video, clear photographs, and your order details so our team can investigate.

Important precautions:

  • Do not use a product that appears contaminated or has an unusual or unexplained change in its liquid.

  • Do not discard the bottle, packaging, or remaining perfume before our review is complete.

  • Do not attempt to repair, refill, dilute, or alter the perfume.

  • Keep the product safely stored away from direct sunlight and excessive heat.

If an issue is verified, Ninth Scent will offer an appropriate remedy, which may include a replacement, exchange, or refund, depending on the circumstances and applicable law.

Normal variations in fragrance perception or appearance that are consistent with the product's specifications do not automatically establish a defect.

5. Change-of-Mind Returns

If you simply change your mind after purchasing a fragrance, you may request a return or exchange within 14 days.

For hygiene and product-integrity reasons, change-of-mind returns generally require the perfume to be unused, unopened, and in its original sealed packaging.

Opened or used perfumes may be assessed individually, particularly where a product defect, incorrect item, or other issue is reported.

Any restrictions on change-of-mind returns are subject to applicable consumer protection laws.

6. Refund Policy

If your refund request is approved, we will inform you of the applicable refund method and process.

  • Cash on Delivery orders: Eligible refunds may be arranged through a mutually agreed payment method.

  • Prepaid orders: Eligible refunds will generally be returned through the original payment method where possible.

  • Cancelled orders: If an order is cancelled and payment has already been received, any refund due will be processed according to applicable law.

Refund processing time may depend on the payment provider, bank, or other service involved. We will communicate the expected timeframe when the refund is approved.

Delivery charges, return shipping costs, and any deductions will be handled transparently in accordance with the circumstances, the published policy, and applicable law. No deduction will be made where prohibited by law.

7. Exchange Policy

Customers may request an exchange within 14 days of delivery, subject to eligibility and product availability.

  • Exchanges for an incorrect or verified defective product will be handled appropriately under applicable law.

  • Exchanges requested solely because of a change in fragrance preference may be accepted if the product is unused, unopened, and in its original sealed packaging.

  • If the requested replacement is unavailable, we will discuss an appropriate alternative or refund, as applicable.

Any price difference between products will be communicated before the exchange is finalized.

8. Return Shipping and Packaging

Please contact our customer support team before sending a product back.

Customers must not dispatch a return without receiving the applicable return instructions.

Perfumes may be subject to courier restrictions because they contain alcohol or other flammable ingredients. Please follow our instructions and use a suitable courier service that accepts perfume shipments.

Responsibility for return shipping costs will depend on the reason for the return and applicable law. Where the return is due to a verified error or defect attributable to Ninth Scent, we will arrange an appropriate solution in accordance with applicable law.

9. Non-Eligible Requests

A return or exchange may be declined where permitted by law if:

  • A change-of-mind request concerns a perfume that has been opened, used, or unsealed.

  • The product has been intentionally altered, refilled, diluted, or damaged after delivery.

  • The complaint is unsupported by available evidence after a reasonable review.

  • The request falls outside the stated 14-day period and no legal entitlement or exceptional circumstance applies.

These restrictions do not apply where they would unlawfully exclude a customer's rights concerning defective, misrepresented, or incorrectly supplied goods.

10. How to Request a Return, Refund, or Exchange

To initiate a request:

  1. Contact Ninth Scent within 14 days of delivery.

  2. Provide your order number, name, and contact number.

  3. Explain the reason for your request.

  4. Attach the required unboxing video and any supporting photographs, where relevant.

  5. Wait for our team to review your request and provide return instructions.

Customer Support Details

Business: Ninth Scent — Luxury Perfume House

Website: https://www.ninthscent.pk

Email:  support@ninthscent.pk

Phone/WhatsApp: +923394000833

11. Policy Updates

Ninth Scent reserves the right to update this policy when necessary. The latest version will be published on our website with its effective date.

Any updates will be subject to applicable law and will not retrospectively remove rights already accrued to customers.

Thank you for choosing Ninth Scent. We value your trust and are committed to providing a fair and reliable shopping experience.

Ninth Scent — Discover Your Signature Fragrance.