- Opening : Mon-Fri 09:00 - 17:00
At Gratia Scents, we want customers to shop with confidence. This Refund & Return Policy explains how returns, exchanges, and refunds are generally handled for orders placed through our website.
This policy is general business policy content for our store in Pakistan and is not legal advice. For case-specific help, please contact our support team at [email protected].
Returns may be considered only for eligible items and only when requested within a reasonable time after delivery. To be considered for return, items should generally be unused, unopened, in their original packaging, and in resalable condition unless the item was delivered damaged, defective, or incorrect.
If you receive a damaged, defective, leaking, or incorrect item, please contact us as soon as possible at [email protected] with your order number, a description of the issue, and clear photos where possible. We will review the case and advise on the next steps.
In such cases, we may offer a replacement, exchange, store credit, or refund, depending on product availability and the nature of the issue.
For hygiene, safety, and product integrity reasons, certain items may not be eligible for return once opened, used, or tampered with. This may include fragrances, personal-use items, tester products, clearance items, promotional items, or gift items, unless they were received damaged, defective, or incorrect.
To request a return or report a problem, please contact [email protected] and include relevant order details. Please do not send products back without contacting us first, as we may need to confirm eligibility, provide instructions, or arrange review of the issue.
Once a returned item is received, we may inspect it to confirm its condition and eligibility. Approval of a refund, exchange, or replacement depends on whether the item meets the conditions of this policy and whether the reported issue is verified.
If a returned item is found to be used, altered, damaged after delivery, or otherwise ineligible, the request may be declined.
If a refund is approved, it will generally be processed to the original payment method where possible, or by another reasonable method if necessary. Refund timing may vary depending on the payment provider, banking channels, and order circumstances.
If eligible, we may offer an exchange or replacement instead of a refund, especially where the issue involves damage in transit, a defective item, or dispatch of the wrong product. Replacements are subject to stock availability.
Unless the item was incorrect, defective, or damaged on arrival, customers may be responsible for return shipping costs. If we approve a return due to our error or a verified product issue, we may provide guidance on how return shipping will be handled.
If you need to cancel an order, please contact us as quickly as possible at [email protected]. Orders that have already been processed, packed, or shipped may not be cancellable. If cancellation is possible, any applicable refund will be processed after confirmation.
Customers should report missing, damaged, defective, or incorrect items promptly after delivery so that we can review and assist efficiently. Delayed claims may limit available remedies if product condition cannot be verified.
If you have questions about whether your item is eligible for return, refund, exchange, or replacement, or if you need case-specific help, please contact us at [email protected].
