At Fort of Scents, we strive to ensure that our customers are completely satisfied with their purchases. If for any reason you are not fully happy with your order, we offer a clear and easy return and exchange policy to give you peace of mind.
1. Eligibility for Returns and Exchanges
To be eligible for a return or exchange, the following conditions must be met:
- The product must be returned within 07 days from the date of receipt.
- The item must be unopened and in unused condition with its original packaging.
- We cannot accept returns or exchanges for sale items, clearance items, or gift cards.
- Products must be in the same condition as when they were received, including all original labels, seals, and packaging.
2. How to Return or Exchange an Item
To initiate a return or exchange:
- Contact our customer service team at fortofscents@gmail.com or +923335130321 within 07 days of receiving your order.
- Provide your order number and the item(s) you wish to return or exchange, along with the reason for the return or exchange.
- Once we receive your request, our customer service team will provide you with the necessary instructions and return shipping address.
3. Return Shipping Costs
- Return shipping costs are the responsibility of the customer, unless the item is defective or was sent in error.
- We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.
4. Refunds
- Once we receive the returned item and verify it meets the return conditions, we will process a refund to your original payment method.
- Refunds are typically processed within 5-7 business days after receiving the returned product. Depending on your payment method, it may take additional time for the funds to appear in your account.
- Shipping fees are non-refundable, unless the return is due to an error on our part (e.g., damaged or incorrect items).
5. Exchanges
- We do not offer direct exchanges. If you would like to exchange an item, you will need to return the original product for a refund and place a new order for the desired item.
- If your exchange is due to a defective or incorrect item, please contact us within 7 days of receiving your order. We will provide you with a prepaid return label and offer a replacement or refund.
6. Damaged or Incorrect Items
- If you receive a damaged or incorrect item, please contact us within 7 days of receiving your order. We will arrange for a full refund or a replacement at no additional cost to you.
- We may ask for photos of the damaged or incorrect items as part of the claims process.
7. Cancellation Policy
- If you wish to cancel your order, please contact us as soon as possible. If the order has not been processed or shipped, we will cancel it and issue a full refund.
- If the order has already been shipped, we are unable to cancel it, and you will need to follow the return process once you receive the item.
8. Contact Us
If you have any questions or concerns regarding our Return & Exchange Policy, please contact us at:
Email: fortofscents@gmail.com
Phone: +92 333 513 0321
Address: Gulberg III Lahore, Pakistan
Thank you for shopping with Fort of Scents. We are committed to providing excellent customer service and ensuring that you are satisfied with every purchase. If you need any assistance, please don’t hesitate to reach out.