Refund and Returns Policy

n the world of fine perfumery, the “seal” is everything. Once a fragrance is unsealed, it is considered compromised. Our policy is designed to protect the integrity of the product while ensuring you receive exactly what you ordered.

3.1 The “Unsealed” Protocol

Due to the nature of perfumes, we cannot accept returns for any item that has been unsealed, sprayed, or used. A perfume that has been opened is no longer in its original, pristine condition, and for hygiene and authenticity reasons, it cannot be resold.

3.2 Eligibility for Returns

You may return or exchange an item only if:

The Seal is Intact: The cellophane/packaging is original and untampered.
Product Error: We dispatched the incorrect fragrance or an incorrect volume.
Damage: The bottle arrived leaking or broken (must be reported within 6 hours of delivery with photographic evidence).

3.3 The Return Process

Verification: Contact concierge@fragrancevaults.store within 24 hours of receipt. Include your Order ID and clear photos of the packaging status.
Assessment: Our team will review the claim. We may request a short video to demonstrate the issue.
Collection: If the claim is valid, we will arrange for our priority logistics partner to retrieve the parcel.

3.4 Refunds & Replacements

Replacements: In case of transit damage, we offer an immediate, priority-shipped replacement.
Refunds: If a replacement is unavailable, we will initiate a refund. Refunds are processed to your original payment method or via bank transfer, typically within 12–15 business days.
Shipping Fees: If the fault is on our end, we cover all shipping costs. If a return is initiated due to a customer-side error (e.g., incorrect address provided), a standard return logistics fee of PKR 800 will be applied.

3.5 The “Vault Experience”

We provide testers and sample sets for many of our fragrances. We highly recommend purchasing a sample before investing in a full-sized bottle to ensure the scent aligns with your signature.