Refund policy
At Suel, every fragrance is made and packed with care. If something is not right with your order, we will make it right.
When you are eligible for a refund
- The product arrived damaged or defective.
- You received the wrong product.
- Your order was not delivered within 14 working days.
- You cancelled your order within 24 hours of placing it and before it was dispatched (for orders already paid online).
For hygiene reasons, we cannot refund opened or used fragrances unless they arrived damaged, wrong or defective. Products must be returned in their original packaging.
How to request a refund
Contact us within 48 hours of delivery on WhatsApp or phone at +92 320 0667835 or email info@suelscents.com with your order number and photos of the product and packaging. See our Return Policy for the full return process.
How refunds are paid
- Card and online payments: refunded to the same card or account used to pay.
- Cash on Delivery orders: refunded by bank transfer or mobile wallet (for example Easypaisa or JazzCash) to an account in the customer's name.
Approved refunds are processed within 5 to 7 working days. Your bank or card provider may take a few extra days to show the amount in your account.
Exchanges
If your order arrives damaged or incorrect, you can choose a free replacement of the same product instead of a refund, subject to availability.
Order cancellations
Orders can be cancelled within 24 hours of placing them, as long as they have not been dispatched. Once an order has been dispatched it cannot be cancelled.
Contact
Customer service: +92 320 0667835 (WhatsApp and calls)
Email: info@suelscents.com
Suel Scents, Karachi, Pakistan