Refund and Returns Policy

Refund and Returns Policy

Last Updated: 12 July 2026

At Elyndor Scents, we carefully inspect and securely package every perfume before dispatch. Customer satisfaction is important to us, and we aim to resolve genuine product or delivery issues fairly and efficiently.

Please read this Refund and Returns Policy before placing your order.

1. Return Eligibility

You may request a return within 7 days of receiving your order when:

  • You received the wrong product.
  • The perfume bottle arrived damaged, broken, or leaking.
  • An item is missing from your order.
  • The product has a confirmed manufacturing defect.
  • The product received is materially different from the item shown or described on our website.
  • The product is unopened, unused, and returned in its original saleable condition.

A return request does not automatically qualify for approval. Every request is reviewed according to the product’s condition and the evidence provided.

2. Conditions for Returning a Product

To qualify for a return, the product must:

  • Be unused and unopened.
  • Have its original seal intact.
  • Be returned in its original box and packaging.
  • Include all labels, accessories, promotional items, and complimentary gifts.
  • Show no signs of spraying, testing, alteration, misuse, or damage caused after delivery.
  • Be accompanied by valid order information or proof of purchase.

Elyndor Scents reserves the right to reject a return when the product does not meet these conditions.

3. Opened or Used Perfumes

For hygiene, safety, and product-integrity reasons, perfumes that have been opened, sprayed, tested, or used cannot normally be returned or exchanged.

An opened product may only be considered when:

  • It arrived damaged or leaking.
  • It was the wrong product.
  • It has a confirmed manufacturing defect.
  • Elyndor Scents approves the claim after inspection.

Removing the protective wrapping, breaking the seal, opening the perfume box, or spraying the fragrance may make the product ineligible for a preference-based return.

4. Change of Mind and Fragrance Preference

Fragrance is a personal and subjective experience. A perfume may smell different depending on skin chemistry, temperature, environment, application method, and individual preference.

Returns, refunds, or exchanges will not normally be accepted because:

  • You do not personally like the fragrance.
  • The scent is different from what you expected.
  • The fragrance smells different on your skin.
  • You changed your mind after opening the product.
  • You ordered the wrong fragrance, size, or quantity.
  • Someone else does not like a fragrance purchased as a gift.
  • You believe the fragrance is too strong, light, sweet, fresh, woody, spicy, or floral for your preference.

Please review the fragrance notes, description, size, concentration, and product details carefully before ordering.

5. Damaged, Broken, Leaking, or Incorrect Products

If your order arrives damaged, broken, leaking, incomplete, or incorrect, contact Elyndor Scents within 48 hours of delivery.

Please provide:

  • Your full name
  • Order number
  • Phone number
  • Clear photographs of the outer courier packaging
  • Clear photographs of the shipping label
  • Photographs of the perfume box and bottle
  • A complete parcel-opening video
  • A brief explanation of the issue

The unboxing video should begin before the courier packaging is opened and clearly show the shipping label, sealed parcel, contents, and reported problem.

Claims submitted without sufficient evidence may be difficult to verify and may not be approved.

Do not throw away the packaging, damaged bottle, shipping label, or invoice until your claim has been resolved.

6. Parcel-Opening Video

Customers are strongly advised to record a clear, uninterrupted video while opening their parcel.

The video should:

  • Show the parcel before it is opened.
  • Clearly display the shipping label.
  • Show all sides of the sealed packaging.
  • Record the complete opening process without cuts or pauses.
  • Clearly show the condition and quantity of all products received.

This evidence helps us investigate missing, damaged, leaking, tampered, or incorrect-product claims.

7. Non-Returnable Items

The following items cannot normally be returned, exchanged, or refunded:

  • Opened or used perfumes
  • Products with broken seals
  • Perfumes sprayed for testing
  • Sample perfumes
  • Testers
  • Decants
  • Discovery sets that have been opened
  • Personalised or customised products
  • Gift boxes prepared on request
  • Clearance or final-sale products
  • Promotional products marked as non-returnable
  • Complimentary gifts
  • Products damaged through misuse
  • Products stored improperly after delivery
  • Products returned without their original packaging
  • Products purchased from an unauthorised third-party seller
  • Items returned after the stated return period

Your statutory rights, where applicable, are not intentionally limited by this section.

8. Return Request Process

To request a return:

  1. Contact Elyndor Scents within the applicable return period.
  2. Provide your order information and reason for the request.
  3. Submit the required photographs and video evidence.
  4. Wait for return authorisation from our team.
  5. Follow the return instructions provided to you.
  6. Securely package the approved product.
  7. Send it to the confirmed return address.

Do not send a product back without receiving return approval. Unauthorised returns may be refused or sent back to the customer.

9. Product Inspection

All returned products are inspected before a refund, replacement, or exchange is approved.

We may check:

  • The bottle and box condition
  • The protective seal
  • Whether the perfume has been sprayed or used
  • The remaining liquid level
  • Labels and batch information
  • Accessories and complimentary items
  • Evidence of leakage, damage, alteration, or misuse
  • Whether the returned item matches the original order

Inspection may take approximately 3 to 5 business days after the returned product is received.

10. Approved Resolutions

After inspection, an eligible claim may be resolved through:

  • Replacement with the same product
  • Exchange for another available product
  • Store credit
  • Partial refund
  • Full refund

The appropriate resolution will depend on the issue, product condition, available stock, and payment method.

For a damaged, defective, or incorrect product, we will generally prioritise replacement. A refund may be provided when a suitable replacement is unavailable or when otherwise approved.

11. Exchanges

An exchange may be approved when:

  • The product is unopened and unused.
  • The original seal remains intact.
  • The request is submitted within 7 days of delivery.
  • The product is returned in its original saleable condition.
  • The requested replacement is available.

When exchanging a product because of customer preference or ordering error:

  • The customer may be responsible for return delivery charges.
  • The customer may also be responsible for delivery charges for the replacement product.
  • Any price difference must be paid before the replacement is dispatched.

Opened or tested perfumes cannot normally be exchanged.

12. Refunds

Once a returned product has been inspected, we will inform you whether the refund has been approved or rejected.

Approved refunds will generally be processed through:

  • The original payment method
  • Bank transfer
  • An approved mobile-wallet account
  • Store credit, where agreed

Processing may take approximately 7 to 14 business days after approval. The time required for the amount to appear may depend on your bank, payment provider, or mobile-wallet service.

Delivery charges, transaction fees, and other service charges may be non-refundable unless the return resulted from an error by Elyndor Scents or the product arrived damaged or defective.

13. Return Delivery Charges

Elyndor Scents may cover reasonable return delivery charges when:

  • The wrong product was sent.
  • The product arrived damaged or leaking.
  • An item has a confirmed manufacturing defect.
  • The error occurred during order processing by Elyndor Scents.

The customer may be responsible for return and replacement delivery charges when:

  • The wrong product was ordered by the customer.
  • The wrong size or quantity was selected.
  • The customer changed their mind.
  • An unopened product is being exchanged for personal preference.
  • Incorrect or incomplete delivery information was provided.

Do not send a parcel on a cash-on-delivery basis unless expressly authorised by Elyndor Scents.

14. Refused and Unaccepted Deliveries

Orders refused at delivery without a valid reason may not qualify for a full refund.

Where an order is returned because the customer:

  • Refused to receive it
  • Was repeatedly unavailable
  • Provided an incorrect address
  • Provided an unreachable phone number
  • Failed to respond to the courier
  • Did not collect the parcel

Any delivery, return, handling, or payment-processing charges may be deducted from an approved refund.

Repeated refusal of confirmed orders may result in restrictions on future purchases.

15. Order Cancellation

You may request cancellation before your order has been processed or dispatched.

An order cannot normally be cancelled after dispatch. Once dispatched, it will be handled according to the return conditions stated in this policy.

Customised, personalised, or specially sourced orders may not be cancelled after preparation has begun.

Contact us as quickly as possible when requesting cancellation. Submitting a cancellation request does not guarantee that dispatch can be stopped.

16. Missing Items

If an item is missing from your parcel, contact us within 48 hours of delivery and provide:

  • Order number
  • Photographs of the parcel
  • Photograph of the shipping label
  • Photograph of all received items
  • Complete parcel-opening video

After verification, an approved missing item may be dispatched separately, replaced, credited, or refunded.

17. Promotional Bundles and Complimentary Gifts

When returning a product purchased as part of a bundle, promotion, or gift offer, all related items must also be returned in unused and original condition.

When a complimentary gift is not returned, its retail or promotional value may be deducted from the refund.

Partial returns from discounted bundles may cause the remaining items to be recalculated at their regular individual prices.

18. Colour and Packaging Differences

Product packaging, bottle appearance, box design, label placement, or colour may occasionally vary slightly due to photography, screen settings, packaging updates, or different production batches.

Minor packaging differences that do not affect the identity, quantity, or usability of the perfume will not normally qualify as a defect.

However, contact us immediately when you believe you have received a materially different or incorrect product.

19. Fragrance Performance

Fragrance longevity, projection, and development can vary between users because of factors such as:

  • Skin type
  • Skin moisture
  • Body chemistry
  • Climate and temperature
  • Application quantity
  • Application location
  • Storage conditions
  • Olfactory adaptation

A fragrance performing differently from personal expectations does not automatically mean it is defective.

Claims based only on personal opinions about scent strength, projection, or longevity may not qualify for a refund after the product has been opened or used.

20. Proper Perfume Storage

To preserve your perfume, keep it:

  • Away from direct sunlight
  • Away from heat and humidity
  • In a cool and dry location
  • Tightly closed when not in use
  • Away from bathrooms, windows, and hot vehicles

Damage, discolouration, evaporation, or scent changes caused by improper storage after delivery are not covered under this policy.

21. Suspected Tampering or Misuse

Elyndor Scents may refuse a refund, return, or exchange when there is reasonable evidence of:

  • Product tampering
  • Liquid replacement
  • Excessive use
  • Intentional bottle damage
  • Altered labels or packaging
  • False or misleading information
  • Repeated abusive claims
  • Return of a different product
  • Fraudulent transaction activity

Where necessary, relevant records and evidence may be retained for fraud-prevention and dispute-resolution purposes.

22. Contact Elyndor Scents

For return, exchange, damaged-product, or refund requests, contact us through:

Brand: Elyndor Scents
Email: elyndorscents@gmail.com
Phone/WhatsApp: 0300-0183498
Country: Pakistan

When contacting us, include your order number and complete evidence so that your request can be reviewed efficiently.

23. Policy Updates

Elyndor Scents may revise this Refund and Returns Policy when our products, delivery arrangements, payment methods, or business processes change.

The updated policy will be published on this page with a revised “Last Updated” date. The policy applicable to an order will normally be the version displayed when the order was placed.