RETURNS, EXCHANGES & CANCELLATIONS POLICY
At Imperio Fragranza, we want every order to reach you exactly as expected. If something isn’t right, we’re here to make the process simple and straightforward.
1. Damaged, Incorrect or Missing Items
If your order arrives damaged, broken, leaking, incorrect, or with an item missing, please contact us through WhatsApp within 24–48 hours of delivery.
To help us verify the issue, we may request:
Your order details
Clear photographs of the product
Photographs of the parcel and packaging
An unboxing video, where required
Once the issue has been verified, you may choose between a replacement or a full refund.
2. Opened or Used Fragrances
Once a 50ml fragrance bottle has been opened or used, it cannot be returned or exchanged simply because the fragrance is not to your preference.
Every eligible 50ml fragrance comes with a complimentary 2ml trial sample, allowing you to experience the fragrance before opening the full-size bottle.
For fragrance-related returns under this program, please refer to our Try Before You Open Policy.
3. Exchanges
You may request an exchange within 2 days of receiving your order, provided the fragrance remains unopened, sealed and in its original condition and packaging.
If you would prefer another fragrance, contact us through WhatsApp and we will guide you through the exchange process.
If the replacement product has a different price:
If the new product costs more, the price difference will need to be paid.
If the new product costs less, the applicable difference will be refunded.
4. Return & Exchange Eligibility
Products submitted for return or exchange must meet the applicable conditions of this policy.
A return or exchange may be declined if the product has been opened, used, tampered with, damaged after delivery, or if the original seal/authenticity sticker has been broken or removed.
Please keep the product and its original packaging in their original condition until your return or exchange request has been completed.
5. Order Cancellations
A confirmed order may be cancelled before it has been dispatched.
Once an order has been dispatched, it can no longer be cancelled. After dispatch, any applicable request will be handled according to our Returns & Exchanges Policy or Try Before You Open Policy.
6. Refunds
Once an eligible returned product is received and verified by Imperio Fragranza, the approved refund will normally be processed immediately or within 1–2 working days.
Approved refunds will be issued through an available digital payment method agreed with the customer.
7. Try Before You Open Returns
Returns made after testing your complimentary 2ml sample are covered separately under our Try Before You Open Policy, including the applicable return window, product condition requirements and Pair of Any Two partial-return rules.
8. Contact Us
For a return, exchange, cancellation or order-related issue, contact us through WhatsApp:
+92 331 0002644
Imperio Fragranza — Pakistan