Overview

At Ash Perfume, we deeply value customer satisfaction and ensure safe, original, and high-quality products. Returns or exchanges are only accepted under the specific conditions mentioned below.

Eligibility for Return, Refund & Exchange

1. Damaged Product Received

  • Customers can request a return or exchange if the product arrives physically damaged.
  • Damage must be reported within the allowed timeframe (mentioned below).

2. Wrong Product Delivered

  • If you receive a different product than what you ordered, Ash Perfume will replace it or process a refund.

Non-Eligible Conditions

Returns, refunds, or exchanges will not be accepted for:

  • Opened, used, or tested perfumes.
  • Unsealed packaging.
  • Change of mind.
  • Discounted, promotional, or tester items.
  • Fragrance not matching personal preference (fragrance performance varies person-to-person and is not considered a product fault).
  • Delayed delivery by the courier company (this is beyond Ash Perfume’s control).

Return Request Timeframe

  • Damaged or wrong products must be reported within 24–48 hours of delivery.
  • Requests made after this period will strictly not be eligible for review.

Proof Required

To ensure transparency and prevent fraudulent claims, customers must provide:

  • Unboxing Video (Mandatory): A continuous video showing the opening of the parcel.
  • Clear Photos: High-quality pictures of the damaged/wrong product and its packaging.
  • Order Details: Order number and proof of purchase.

Return & Exchange Process

  1. Submit Complaint: Customer submits a complaint via email or phone with the required proof.
  2. Verification: The Ash Perfume team reviews and verifies the claim.
  3. Approval: Once approved, pickup/return courier details will be shared with the customer.
  4. Resolution: An exchange product is sent out, OR a refund is processed (based on eligibility).

Refund Method

  • Refunds are issued through the same payment method used for the order.
  • Refund processing time takes 3–7 working days after official approval.

Exchange Process

  • A replacement product will be shipped once the returned item is received and inspected at our facility.
  • If the required product is out of stock, customers may receive a full refund instead.

Packaging Requirements for Returns

The returned item must be sent back in:

  • Original, undamaged packaging.
  • Unused and sealed condition.
  • Without any missing accessories or parts.

Important Notes

  • Ash Perfume reserves the right to decline any return or exchange request that does not meet the policy conditions.
  • Courier delays are not grounds for a return or refund.

Contact Support

For any return, refund, or exchange requests, please reach out to us:

  • Email: support@ashperfumes.com
  • Phone: +92 3156569433
  • Address: House No. 787 Area 37/D Landhi No. 1, Landhi Industrial Area.
  • Working Hours: 12:00 PM — 09:00 PM