Refund policy
Return & Refund Policy
Scentvona – Luxury Fragrances, Affordable Prices
Last Updated: October 28, 2026
At Scentvona, customer satisfaction is one of our top priorities. We want every customer to enjoy a convenient and reliable shopping experience.
We understand that issues may occasionally arise with an order. This Return & Refund Policy explains the conditions under which customers may request returns, exchanges, or refunds.
1. Return Eligibility
Customers may request a return within 7 days of receiving their order, subject to the following conditions:
The product must be unused, unopened, and in its original condition for change-of-mind returns.
The original packaging, labels, and seals must remain intact.
The customer must provide proof of purchase or a valid order number.
The product must have been purchased directly from Scentvona.
Requests involving defective, damaged, or incorrect products will be reviewed separately, including where the product has been opened.
2. Non-Returnable Items
Due to the nature of perfumes and personal fragrance products, certain items cannot be returned for change-of-mind reasons.
These include:
Perfumes that have been opened, sprayed, or used.
Products with broken or removed seals.
Products damaged through improper handling or storage after delivery.
Items returned without their original packaging or accessories.
Gift cards, where applicable.
Clearance or final-sale items identified as non-returnable before purchase.
These restrictions do not affect customers' rights regarding defective, damaged, incorrectly supplied, or otherwise non-conforming products under applicable law.
3. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact our customer support team as soon as possible, preferably within 48 hours of delivery.
To help us resolve your issue, please provide:
Your order number.
Clear photographs of the product.
Photographs of the packaging, where relevant.
A brief explanation of the issue.
An unboxing video, if available.
After reviewing your request, we may offer an exchange, replacement, or refund, depending on the circumstances and applicable consumer rights.
The absence of an unboxing video does not automatically make a claim ineligible.
4. Change-of-Mind Returns
If you change your mind after receiving your order, you may request a return within 7 days of delivery, provided that the product meets our return eligibility conditions.
Please note:
The perfume must remain sealed, unused, and in its original packaging.
Return shipping charges for approved change-of-mind returns are the customer's responsibility.
Original delivery charges are generally non-refundable for change-of-mind returns.
Products that do not meet the return requirements may not qualify for a discretionary refund.
5. Fragrance Preferences & Performance
Fragrance preferences and experiences vary between individuals.
Perfume longevity, projection, and scent perception may depend on skin chemistry, weather conditions, application methods, and personal preferences.
Therefore, returns are not ordinarily accepted solely because:
The customer does not personally like the fragrance.
The fragrance smells different from what the customer expected.
The customer considers its longevity or projection unsatisfactory.
The customer decides they prefer another fragrance.
This policy does not exclude claims where a product is defective, misdescribed, or otherwise fails to meet applicable legal requirements.
We encourage customers to review product descriptions carefully before purchasing.
6. Return Request Process
To request a return or refund, please follow these steps:
Step 1: Contact Us
Contact Scentvona customer support with your order number and the reason for your return.
Step 2: Submit Details
Provide any necessary photographs or supporting information requested by our team.
Step 3: Return Approval
Our support team will review your request and provide further instructions if the return is approved.
Step 4: Send the Product
If a physical return is required, securely package the product and send it to the return address provided by our support team.
Step 5: Inspection & Resolution
Once the returned product has been received and inspected, we will notify you of the outcome and process any eligible refund or exchange.
Please do not send products back without first contacting our support team.
7. Refund Policy
Once an eligible return has been received and inspected, Scentvona will initiate the approved refund.
Refunds are generally processed within 7–10 business days after approval.
The time required for the amount to appear in your account may depend on the payment provider.
Refunds for prepaid orders may be issued through the original payment method where available.
Cash on Delivery (COD) refunds may be processed through an agreed bank transfer or supported digital wallet.
Shipping charges may be deducted from discretionary change-of-mind refunds where disclosed and applicable.
If a refund is due to an incorrect, defective, or damaged product for which Scentvona is responsible, applicable delivery and return costs will be handled in accordance with consumer protection requirements.
8. Exchange Policy
Customers may request an exchange for eligible products, subject to stock availability and the conditions outlined in this policy.
Exchanges may be considered for:
Incorrect products delivered.
Products damaged during shipping.
Defective products.
Eligible unopened and unused products.
If a requested replacement is unavailable, Scentvona may offer an alternative product with the customer's agreement or an eligible refund.
Any price differences and applicable delivery charges for voluntary exchanges will be communicated before processing.
9. Order Cancellation
Customers may request order cancellation before dispatch.
Orders that have not yet been shipped may be cancelled by contacting our support team.
Orders already dispatched may need to follow the applicable return process.
Eligible prepaid cancellations will be refunded through an available payment method.
Please contact us as early as possible if you wish to cancel your order.
10. Return Shipping Charges
Return shipping charges depend on the reason for the return.
For change-of-mind returns:
The customer is responsible for applicable return shipping charges.
For incorrect, damaged, or defective products:
Scentvona will cover reasonable return shipping charges where required by applicable law or where the issue is confirmed to be our responsibility.
Customers should contact us for return instructions before shipping any products.
11. Missing or Incomplete Orders
If an item is missing from your delivered order, please contact our support team promptly.
Provide your order number, package details, and any relevant photographs.
Our team will review the issue and arrange an appropriate resolution where the claim is verified.
12. Refund Delays
If your refund has been approved but you have not received it within the communicated timeframe, please:
Check your relevant bank account or digital wallet.
Contact your payment service provider, where applicable.
Contact Scentvona support with your order number and refund details.
Our support team will assist you in reviewing the refund status.
13. Consumer Rights
Scentvona aims to treat all return and refund requests fairly and professionally.
Nothing in this policy is intended to exclude or limit any mandatory consumer rights or remedies available under applicable laws of Pakistan.
Where applicable law provides greater protection than this policy, those legal requirements will take precedence.
14. Policy Updates
Scentvona reserves the right to update this Return & Refund Policy to reflect changes in store operations, shipping arrangements, customer service procedures, or applicable legal requirements.
Updated policies will be published on our website with a revised effective date.
15. Contact Us
For return requests, refunds, exchanges, or order-related concerns, please contact our customer support team.
Store Name: Scentvona
Country: Pakistan
Email: scentvona@gmail.com
WhatsApp: +923219086370
Website: scentvona.store
Our team is dedicated to addressing customer concerns fairly and efficiently.
Shop With Confidence
At Scentvona, we believe every shopping experience should be simple, transparent, and enjoyable.
We are committed to providing affordable fragrances, dependable service, and fair solutions whenever order-related issues arise.
Scentvona – Luxury Fragrances, Affordable Prices.
Thank you for choosing Scentvona