Refund policy

Last updated: 4 August 2026

We want customers to receive their MOI Fragrance order in excellent condition. Because perfumes are personal-use products whose quality and integrity can be affected after opening, special return conditions apply.

Return Window

You may request a return within 7 calendar days of delivery.

To qualify for a return, the product must be:

  • Unused and unsprayed
  • Unopened
  • In its original packaging
  • Sealed, where a seal was provided
  • In resalable condition
  • Accompanied by the order number or proof of purchase

Non-Returnable Products

We cannot accept returns for:

  • Opened or sprayed perfumes
  • Products with broken or removed seals
  • Products damaged after delivery through misuse or improper storage
  • Products returned without their original packaging
  • Testers, samples or discovery-size products marked as non-returnable
  • Personalized or engraved items
  • Gift cards
  • Clearance or final-sale items, unless defective
  • Products purchased from an unauthorized third-party seller

A fragrance cannot be returned simply because the customer no longer likes the scent after opening it.

Fragrance perception, projection and longevity may vary depending on skin chemistry, environment, application method and personal preference. Such variation does not automatically mean that the product is defective.

Wrong, Damaged or Leaking Product

Contact us as soon as possible if you receive:

  • The wrong product
  • A broken bottle
  • A leaking bottle
  • A damaged atomizer
  • A visibly defective product
  • A parcel with missing items

For the quickest resolution, please notify us within 48 hours of delivery. This notification period does not remove any rights available under applicable law.

Send us:

  • Your order number
  • Your name and contact number
  • Clear photographs of the parcel and product
  • A short unboxing video, where available
  • A description of the issue

An unboxing video can help us investigate the claim but will not be the only factor considered.

Return Approval

Do not send a product back without first contacting us.

Once your return request has been reviewed, we will provide:

  • Return approval
  • The return address
  • Packing instructions
  • Courier instructions, where applicable

Items sent without approval may not be accepted.

Exchange Policy

An unopened and eligible perfume may be exchanged within 7 calendar days of delivery, subject to stock availability.

For a preference-based exchange:

  • The customer is responsible for return-delivery charges
  • The customer may also be responsible for the cost of sending the replacement
  • Any price difference must be paid before dispatch
  • Only one exchange may be allowed per order

If the product delivered was incorrect or defective because of our mistake, MOI Fragrance will cover reasonable replacement-delivery charges.

Inspection

Returned products are inspected after they arrive at our facility.

MOI Fragrance may reject a return where the product:

  • Has been opened
  • Has been sprayed or used
  • Is missing packaging or accessories
  • Has been altered
  • Has been damaged after delivery
  • Does not match the returned item approved by our team

Refund Method

Approved refunds will normally be issued through:

  • The original online payment method
  • Bank transfer
  • Easypaisa
  • JazzCash
  • Another mutually agreed method

Cash refunds are not sent through courier riders.

For Cash on Delivery orders, the customer must provide accurate refund-account information. MOI Fragrance will not be responsible for a transfer made to incorrect details supplied by the customer.

Refund Timeline

Approved refunds are normally initiated within 7–10 business days after the returned product has been received and inspected.

Banks and payment providers may require additional time to reflect the amount.

Shipping Charges

Original shipping charges are normally non-refundable unless:

  • We sent the wrong item
  • The item arrived damaged
  • The item was confirmed defective
  • The order was cancelled before dispatch and shipping was not used

For preference-based returns or exchanges, return-delivery costs are paid by the customer.

Refused and Unclaimed Orders

Where a prepaid order is refused, remains unclaimed or is returned because of incorrect customer information, MOI Fragrance may deduct actual shipping and return-delivery expenses before issuing any eligible refund.

Gifts

Refunds are issued to the original purchaser unless otherwise approved by MOI Fragrance.

Contact

To request a return, exchange or refund:

Email: [SUPPORT EMAIL]
WhatsApp: [WHATSAPP NUMBER]
Return address: [RETURN ADDRESS]