Last updated: 21 October 2026
We want you to be confident when ordering fragrance online. Eligible items may be returned within 30 days of delivery, subject to the conditions below.
30-day return window
You have 30 days from the date your order is delivered to request a return.
Change-of-mind returns
For a change-of-mind return, the fragrance must be unused, unopened and in its original packaging, with seals, labels and accessories intact. Because fragrance is a personal-use product, opened or used bottles are generally not eligible for a change-of-mind return.
Damaged, defective or incorrect items
If you receive the wrong item, a defective product or an item damaged in transit, contact us as soon as possible. For transit damage, please contact us within 48 hours of delivery and keep the product, packaging and courier label. Photos or a short video may be requested so we can resolve the issue quickly.
Return shipping
For an approved change-of-mind return, return delivery costs are normally the customer’s responsibility. If we sent an incorrect, defective or transit-damaged item, Ascentia will arrange or reimburse reasonable return delivery as agreed with you.
Inspection and refunds
Returned items are inspected when received. Once a return is approved, the refund will be issued using an appropriate agreed method. The time for funds to appear can vary depending on your bank, wallet or payment provider. Original delivery charges are not normally refundable for change-of-mind returns.
Items that cannot be returned
- Opened or used fragrance for change-of-mind reasons.
- Items returned after the 30-day return window.
- Products missing original packaging, seals or included accessories.
- Items damaged after delivery through misuse, improper storage or handling.
Order cancellation
If you need to cancel an order, contact us immediately. We can usually cancel an order only before it has been handed to the courier. Once dispatched, the normal return process applies.
Start a return
Email info@ascentia.pk or call 0321 1623000 with your order number and reason for return. Please do not send a return without first contacting us.
For delivery information, see our Shipping Policy.