Refund policy

Return & Refund Policy – Obsidian Fragranza

Last Updated: 02/07/2026

At Obsidian Fragranza, we take pride in the quality of our fragrances and want you to be fully satisfied with your purchase. Please read our Return & Refund Policy carefully to understand your rights and the process for returns, exchanges, and refunds.

1. Return Window

You may request a return or exchange within 3 days of delivery of your order. Requests made after this period will not be accepted.

To initiate a return, please contact us at [insert email/phone/WhatsApp] with your order number and reason for return within the 3-day window.

2. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

  • The product must be less than 10% used (bottle fill level checked at the time of return)
  • Original packaging, box, and any accompanying accessories must be included
  • Product must be free from physical damage caused by misuse
  • Proof of purchase (order number or receipt) must be provided

Note: Due to the nature of fragrance products, we assess each returned item individually to confirm it meets the above condition before approving a refund or exchange.

3. Non-Returnable Items

The following are not eligible for return or exchange:

  • Products used more than 10%
  • Items purchased on final sale, clearance, or with a promotional discount code (unless defective)
  • Gift cards
  • Products without original packaging or proof of purchase
  • Products damaged due to customer mishandling after delivery

4. Damaged, Defective, or Wrong Item Received

If you receive a damaged, defective, or incorrect product, please contact us within 3 days of delivery with:

  • Your order number
  • Clear photos/video of the product and packaging
  • Description of the issue

Once verified, we will arrange a free replacement or full refund, and in this case, Obsidian Fragranza will bear the return shipping cost.

5. Return Shipping Costs

  • Defective, damaged, or wrong item: Obsidian Fragranza covers the return shipping cost.
  • Change of mind / other eligible returns: Customer is responsible for the return shipping cost.

6. How to Initiate a Return

  1. Contact our support team at +92 309-4229996 within 3 days of delivery with your order number and reason for return.
  2. Our team will review your request and provide return instructions if approved.
  3. Pack the item securely in its original packaging and ship it to the address provided by our team.
  4. Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund/exchange.

7. Refund Process

Once your return is received and inspected, we will notify you of the approval status of your refund.

Approved Refund Method:

  • Cash on Delivery (COD) orders: Refund will be processed via bank transfer to your provided account details.
  • Online payment orders (Card/Shopify Payments/JazzCash/Easypaisa): Refund will be issued to the original payment method used at checkout.

Refund Timeline:
Refunds will be processed within 5–7 business days after approval. Please note that it may take additional time for the amount to reflect in your bank account or original payment source, depending on your bank/payment provider.

8. Exchanges

If you'd like to exchange a product for a different fragrance or size, please follow the same return process outlined above. Exchanges are subject to the same eligibility criteria (Section 2) and are subject to stock availability. Any price difference between products will be communicated to you before processing the exchange.

9. Order Cancellations

  • Orders can be cancelled before dispatch by contacting us immediately at +92 309-4229996.
  • Once an order has been dispatched/shipped, it cannot be cancelled and will follow the standard Return Policy upon delivery.

10. Late or Missing Refunds

If you haven't received your refund within the stated timeline:

  1. Check your bank account again.
  2. Contact your bank or payment provider, as processing times may vary.
  3. If you've done the above and still haven't received your refund, please contact us at obsidianfragranza@gmail.com.

11. Contact Us

For any questions regarding returns, exchanges, or refunds, please reach out to us:

Obsidian Fragranza
📧 Email: obsidianfragranza@gmail.com
📞 Phone: +92 308-4989165
💬 WhatsApp: +92 309-4229996
📍 Address: Peoples colony no 2, Faisalabad, Pakistan
🌐 Website: https://obsidianfragrance.com

This Return & Refund Policy is governed by the laws of Pakistan and is subject to change without prior notice. Please review this page periodically for updates.