Refund and Return Policy

A. Returns and Refunds Policy

At Pure Scents BD, we strive to provide high-quality perfumes and fragrance decants while making customer satisfaction a priority. This Refund and Return Policy explains the conditions under which customers may request returns, refunds, or exchanges for products purchased through our website.

We encourage customers to inspect their orders carefully upon delivery and contact us promptly if they experience any issues. All return and refund requests will be handled in accordance with this policy and applicable consumer protection laws in Bangladesh.

B. Eligibility for Returns

B(a): Original Packaging. Products requested for return should be kept in their original packaging, including any supplied accessories, seals, and protective materials, where applicable. Returns that do not meet these conditions may be declined, except where a return is required by applicable law or the product is defective, damaged, or incorrectly supplied.

B(b): Inspection of Decants Upon Delivery. Customers are encouraged to inspect perfume decants in the presence of the delivery agent, where the courier permits inspection. Inspection should be limited to checking the packaging, bottle condition, quantity, and visible signs of leakage or damage. Customers should not spray or use the fragrance during delivery inspection. Any visible issue should be reported promptly to Pure Scents BD.

B(c): Full-Bottle Perfumes. For change-of-mind returns, full-bottle perfumes must generally remain unopened, with the original cellophane wrapping and seals intact. Exceptions may apply to products that arrive damaged, defective, incorrect, or otherwise qualify for a remedy under applicable law.

B(d): Proof of Purchase. Customers must provide valid proof of purchase when requesting a return or refund. Acceptable proof may include an order confirmation, invoice, receipt, or other verifiable purchase record.

B(e): Product Authenticity Concerns. If a customer believes that a perfume supplied by Pure Scents BD is not authentic, the customer should contact us with the order details and any available supporting evidence, such as photographs, packaging details, batch information, or other relevant documentation. We will review the claim fairly and may request additional information where reasonably necessary.

B(f): False or Fraudulent Claims. Customers must provide truthful information when submitting return, refund, or authenticity claims. Where there is credible evidence of deliberate fraud, fabricated evidence, or intentional misuse of our return policy, Pure Scents BD reserves the right to take appropriate action in accordance with applicable law.

Nothing in this policy removes any consumer rights or legal remedies that cannot lawfully be excluded or restricted.

C. Items Eligible for Return

C(a): Unopened Full-Bottle Perfumes. Full-bottle perfumes may be eligible for return if they remain unopened, unused, and sealed in their original packaging, subject to the conditions of this policy.

C(b): Unsprayed Decants. Perfume decants may be eligible for return if they have not been sprayed or used and remain in their original packaging, subject to inspection and the conditions of this policy.

C(c): Incorrect Products Received. If you receive the wrong perfume, fragrance decant, or product, you must inspect the order in the presence of the delivery agent, where inspection is permitted by the courier. Any discrepancy should be reported immediately. Claims that are not reported during delivery inspection may be subject to further review and may not qualify under this provision, except where otherwise required by applicable law.

C(d): Products Damaged During Shipping. If a product arrives broken, leaking, or visibly damaged during delivery, please inspect it in the presence of the delivery agent where possible and report the issue immediately. Supporting photographs or videos may be requested to help us assess the claim. Failure to inspect or report damage at delivery may affect eligibility under this provision, subject to applicable consumer protection laws.

D. Items Not Eligible for Return

D(a): Opened or Used Full Bottles. Full-bottle perfumes that have been opened, unsealed, or used are generally not eligible for change-of-mind returns, unless the product is defective or another remedy is required by applicable law.

D(b): Sprayed or Used Decants. Perfume decants that have been sprayed or used are generally not eligible for change-of-mind returns because the fragrance has been opened and consumed. Exceptions may apply where a product is defective, incorrectly supplied, or otherwise qualifies for a remedy under applicable law.

E. Return Request Time Frame

E(a): Return Request Within 48 Hours. Customers should contact Pure Scents BD within 48 hours of receiving their order to request a return, refund, or replacement. Please provide your order details, the reason for the request, and any supporting photographs or other evidence where relevant.

E(b): Requests After 48 Hours. Return requests submitted after 48 hours may not qualify under our standard return policy. However, Pure Scents BD will review cases involving defects, incorrect products, or other circumstances where a remedy may be required by applicable law.

F. Shipping Costs for Returns

F(a): Eligible Returns. If a return is approved because of an incorrect product, shipping damage, or another issue attributable to Pure Scents BD, we will cover the reasonable return shipping costs or arrange an appropriate collection or replacement, as applicable.

F(b): Ineligible Returns. If a return request does not meet the conditions of this policy and no legal exception applies, Pure Scents BD may decline the return. Customers should contact us for approval and instructions before sending any product back. Unauthorized returns may be delayed or refused where permitted by applicable law.

Nothing in this policy limits any mandatory consumer rights or remedies available under the laws of Bangladesh.

G. Exchange Policy

G(a): Exchanges may be permitted for unused, defective, damaged, or incorrect products, subject to inspection and the terms of this policy. Any rights available under applicable Bangladesh consumer protection laws will remain unaffected.

G(b): Where the courier partner permits, the delivery agent may inspect the product before an exchange is approved. Customers should keep the product and its packaging available for inspection.

G(c): If an inspection provides reasonable evidence of misuse, tampering, or a knowingly false claim, Pure Scents BD may decline the exchange request, subject to applicable law.

G(d): Where available, exchanges may be completed hand-to-hand at the time of delivery of the replacement, subject to the courier partner’s procedures.

G(e): If our courier partner does not allow a direct exchange at the customer’s location, the customer may be required to return the original product first. A replacement will be dispatched after the returned item has been received and inspected, subject to approval.

G(f): Pure Scents BD will cover reasonable courier fees for approved exchanges arising from a defective, damaged, or incorrect product attributable to us, in accordance with this policy and applicable law. For other exchange requests, any applicable courier charges will be communicated to the customer in advance.

H. Refund Policy

H(a): For eligible return or refund requests, customers may be offered a full refund, store credit, or partial refund, depending on the circumstances and subject to the customer’s agreement where required by law. This does not limit any refund or remedy that the customer is legally entitled to receive.

H(b): Pure Scents BD aims to initiate approved refunds within 24 hours of approval. Some cases may require additional inspection, verification, or processing time. The time it takes for the refunded amount to reach the customer may also depend on the payment method or payment provider.

H(c): If a package is confirmed lost during shipping, the customer may choose an available resolution, such as a replacement dispatch, a refund, or store credit, subject to the circumstances and applicable law. Pure Scents BD will communicate with the customer to confirm the appropriate resolution.

I. Order Cancellation Policy

I(a): Customers may cancel an order free of charge at any time before it is dispatched. Customers should contact Pure Scents BD as soon as possible to request cancellation. If the order has already been prepared or handed over to the courier, cancellation may be subject to the terms below.

I(b): If a customer cancels an order after dispatch or refuses to accept delivery, the customer may be required to pay the applicable courier delivery fee—BDT 80 for deliveries inside CHATTOGRAM or BDT 120 for deliveries outside CHATTOGRAM —plus a BDT 100 return fee, where these charges are applicable and legally recoverable. Pure Scents BD will communicate any applicable charges to the customer. Repeated cancellations or refusals without a valid reason may result in restrictions on future orders, subject to applicable law.

I(c): Once delivery has been completed, an order cannot ordinarily be cancelled. However, eligible returns, refunds, exchanges, and remedies for defective, damaged, or incorrect products remain subject to our Refund and Return Policy and applicable Bangladesh consumer protection laws.

J. Responsibility for Lost or Delayed Shipments

J(a): If an order is delayed for more than 7 days beyond the expected delivery timeframe, customers may contact Pure Scents BD to request an update or discuss cancellation and available remedies. The appropriate resolution will depend on the shipment status, courier investigation, and applicable law.

J(b): Pure Scents BD will work with its courier partner to investigate shipments confirmed as lost in transit and will assist the customer in arranging an appropriate resolution, such as a replacement dispatch or refund, in accordance with this policy and applicable law.

J(c): Customers are encouraged to inspect their orders in the presence of the delivery agent, where permitted by the courier partner. For claims involving damaged, broken, leaking, or missing items, Pure Scents BD may request photographs, video evidence, packaging details, or other reasonable information to help verify the claim. Customers should report such issues as soon as possible. Failure to inspect the package in front of the delivery agent or provide video evidence will not automatically remove any rights or remedies available under applicable law.

K. Special Considerations & Exceptions

K(a): Pure Scents BD currently accepts orders for delivery within Bangladesh only. International orders and deliveries outside Bangladesh are not available.

K(b): For exceptional return or exchange requests, Pure Scents BD may determine an appropriate resolution based on the circumstances, product condition, and applicable policy. Any decision will remain subject to applicable Bangladesh consumer protection laws and the customer’s legal rights.

K(c): Special return or exchange requests may require verification before approval. Customers may be asked to provide their order details, photographs, videos, packaging information, or other reasonable evidence to help assess the request.

K(d): A reasonable return or exchange fee may apply depending on the circumstances, product condition, and reason for the request. Any applicable fee will be communicated to the customer in advance. Fees will not be imposed where prohibited by applicable law or where Pure Scents BD is legally responsible for the issue.