1. Overview

At 5J Fragrance, customer satisfaction is our top priority. We take great care to ensure the quality and authenticity of every product before dispatch. However, if there is an issue with your order, please review our return and exchange policy below.

2. Eligibility for Return or Exchange

We accept returns or exchanges only under the following conditions:

- The product you received is damaged, defective, or incorrect.

- The return request is made within 14 days of receiving the order.

- The product must be unused, unopened, and in its original packaging.

We do not accept returns or exchanges for opened perfume bottles or used products due to hygiene and authenticity reasons.

3. Non-Returnable Items

For safety and quality control reasons, the following items are not eligible for return or exchange:

- Opened or used perfumes and testers

- Items purchased on sale or during promotional offers

- Gift cards or complimentary items

4. Return & Exchange Process

If you wish to request a return or exchange, please follow these steps:

1. Contact us via email at info@5jfragrance.com or WhatsApp at 0321-7268689 within 14 days of receiving your order.

2. Provide your order number, contact details, and a clear photo/video of the issue.

3. Our support team will review your request and confirm if your item is eligible for return or exchange.

4. Once approved, you will receive instructions for sending the product back.

5. Shipping Costs

- If the mistake is on our side (wrong or damaged product), we will bear the return shipping cost.

- If you wish to exchange or return for personal reasons (e.g., change of mind or scent preference), shipping charges will be the customer’s responsibility.

6. Refunds

Refunds are issued only when the returned product meets all return conditions. Refunds will be processed via JazzCash, Easypaisa, or Bank Transfer within 5–7 business days after we receive and inspect the returned item.

Refunds do not include the original delivery charges.

7. Damaged or Incorrect Orders

If you receive a damaged or incorrect product, please contact us immediately within 24 hours of delivery with supporting images or videos. Our team will verify and replace or refund as appropriate.

8. Order Cancellation

Orders can be cancelled before dispatch by contacting our customer support. Once the order is shipped, cancellation will not be possible.

9. Contact Us

If you have any questions regarding our Return & Exchange Policy, feel free to reach out:

5J Fragrance
Ground Floor, Zainab Tower, Model Town Link Road, Lahore, Pakistan
Phone: 0321-7268689
Email: info@5jfragrance.com
Website: https://5jfragrance.com