At Olfact Fragrance, we take immense pride in the craftsmanship and personalization of our scents. Because our products are hygiene-sensitive and often customized to individual preferences, we maintain a strict policy regarding returns and refunds.

1. No Returns or Exchanges

Due to the bespoke nature of our products and health and safety regulations surrounding personal care items, we do not offer returns or exchanges for “change of mind,” scent preference, or accidental orders. Once a fragrance has been shipped, it cannot be returned to our inventory.

2. Eligibility for Refunds

We only provide refunds or replacements in the event that your product arrives broken or physically damaged during transit.

To qualify for a refund, you must meet the following mandatory requirements:

  • Video Evidence: You must provide a continuous, unedited unboxing video starting from the moment the sealed parcel is opened, clearly showing the damage to the bottle or packaging.
  • Time Sensitivity: You must contact us within 24 hours of the delivery timestamp. After this 24-hour window, we are unable to process any claims for damages.

3. How to File a Claim

If your order arrives damaged, please follow these steps immediately:

  1. Capture the Video: Ensure the damage and the shipping label are clearly visible in your unboxing video.
  2. Contact Us: Reach out via both of the following channels:
    • WhatsApp: [+923194928601 and +923323900101]
    • Email: [olfactfragrance.official@gmail.com]
  3. Include Details: Provide your Order Number, a brief description of the damage, and attach the video file.

4. Processing Your Refund

Once your video evidence is verified by our team, we will notify you of the approval or rejection of your refund.

  • Approved Claims: If approved, a refund will be processed to your original method of payment, or a replacement bottle will be shipped at no extra cost (subject to your preference).
  • Processing Time: Refunds typically appear in your account within 5–10 business days, depending on your bank’s policies.

5. Non-Refundable Situations

We cannot offer refunds if:

  • The claim is made after 24 hours of delivery.
  • No unboxing video is provided.
  • The product has been used or the seal is broken (unless the bottle itself is shattered).
  • The delivery address provided was incorrect.
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