Our Return Promise

At Heaven Fragrance, your satisfaction is our priority. If you\'re not completely happy with your purchase, we make returns easy and hassle-free.

Return Window

You have 14 days from the date of delivery to return most items for a full refund or exchange.

Return Eligibility

Items must meet the following conditions to be eligible for return:

• Item is in original condition and packaging
• All tags, labels, and accessories are intact
• Item has not been used, worn, or altered
• Proof of purchase (invoice or receipt) is provided

Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

• Personal care items (cosmetics, perfumes, intimate items)
• Perishable goods (food, flowers)
• Digital downloads and software
• Custom or personalized items
• Gift cards and vouchers

How to Return an Item

1. Log in to your Heaven Fragrance account
2. Go to "My Orders"
3. Select the order containing the item you wish to return
4. Click "Return Item" and select a reason
5. Choose your preferred refund method (original payment method or store credit)
6. Submit your return request
7. Pack the item securely in its original packaging
8. Our courier will collect the item from your address (free pickup)

Refund Process

Once we receive and inspect your return:

• Inspection: 2-3 business days
• Refund Processing: 5-7 business days
• Bank Credit: Additional 3-5 business days (depending on your bank)

You will receive email notifications at each stage of the refund process.

Exchanges

If you would like to exchange an item for a different size, color, or model:

1. Initiate a return as described above
2. Once your return is approved, place a new order for the desired item
3. We recommend doing this promptly to ensure availability

Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us immediately (within 48 hours of delivery)
• Provide photos of the damage or defect
• We will arrange a free pickup and provide a full refund or replacement
• No questions asked - your satisfaction is guaranteed

Wrong Item Delivered

If you received the wrong item:

• Contact us immediately
• We will arrange free pickup of the incorrect item
• The correct item will be shipped to you at no additional cost
• Full refund if you prefer not to wait

Cancellations

You can cancel your order before it has been shipped:

• Log in to your account and go to "My Orders"
• Click "Cancel Order" if the option is available
• If the order has already been shipped, you can refuse delivery or initiate a return once received

Contact Us

For any questions about returns or refunds:

• Email: returns@heavenfragrance.pk
• Phone: +92 336 2888270
• Live Chat: Available 9 AM - 9 PM daily