Return and Exchange Policy

At Scents N Souls, your satisfaction is our passion.

We want you to love your signature scent. We understand that choosing the perfect premium scent or luxury fragrance online can sometimes be tricky. If your purchase isn’t quite what you expected, we are here to help make it right.

Please review our return, exchange, and refund guidelines below for purchases made at our online perfume store.

30-Day Return Window

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return or an exchange. To be eligible for a return, your item must be in the same condition that you received it:

  • Unopened, unused, and un-sprayed.
  • In its original packaging (including outer cellophane wrap, if applicable).
  • It must include all original tags, inserts, and bonus items.
  • You will also need the receipt or proof of purchase.

Hygiene & Safety Note: Because our products are premium cosmetics and luxury fragrances, we cannot accept returns or offer refunds on any perfume bottles that have been opened, unsealed, or sprayed, due to health and safety regulations.

How to Initiate a Return or Exchange

Ready to start a return? The process is simple:

  • Contact Us: Send an email to scentsnsouls.info@gmail.com
     with your order number, proof of purchase, and the reason for your return.
  • Review: Our team will review your request within 2–3 business days. If your return is accepted, we will send you a return shipping label, along with instructions on how and where to send your package.
  • Ship it back: Items sent back to us without first requesting a return will not be accepted.
  • Please note: Customers are responsible for return shipping costs unless the return is a result of our error (e.g., you received an incorrect or defective item).

Damaged, Defective, or Incorrect Items

Please inspect your order upon reception. Contact us immediately if the item is defective, damaged in transit, or if you receive the wrong fragrance entirely.

  • To help us resolve this quickly for you, please include the following in your email:
  • Your order number.
  • A brief description of the issue.
  • A clear photo of the damaged item or incorrect packaging.
  • Once verified, we will immediately send out a replacement bottle or issue a full refund at no extra cost to you.

Non-Returnable Items

Certain types of items cannot be returned:

  • Opened or Sprayed Fragrances: As mentioned, any fragrance that has been used or removed from its original heat-sealed wrapping cannot be resold and is non-returnable.
  • Sample Vials & Discovery Sets: Individual tester vials and custom sample sets are final sale.
  • Gift Cards: e-Gift cards and physical gift cards cannot be returned or redeemed for cash.
  • Sale Items: Items purchased during clearance sales, final markdowns, or using specific holiday promotional codes are considered final sale.

Exchanges

The fastest way to ensure you get the luxury fragrance you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new premium scent on our website. Alternatively, if you would like a direct exchange for a bottle of equal value, please specify this when reaching out to our support team.

Refunds & Processing Time

Once we receive and inspect your returned item, we will send you an email to notify you that we have received it. We will also let you know if your refund has been approved or rejected based on the condition of the bottle and packaging.

If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment (credit card, PayPal, etc.).

Processing time: It typically takes 5 to 10 business days for your bank or credit card company to process and post the refund to your account.

Questions About Your Order?

Our dedicated customer care team is always here to help you find your soul scent. If you have any questions regarding your shipment, returns, or exchanges, please get in touch:

Brand Name: Scents N Souls

Website: https://scentsnsouls.shop/

Email Support: scentsnsouls.info@gmail.com

Customer Service Hours: Monday - Friday, 9:00 AM - 5:00 PM Pakistan Time