Refund policy

Last updated: August 23, 2026

At khushbu.pk, we want you to be confident in your purchase. This policy explains your statutory rights as a consumer under Pakistani law, and the additional, voluntary return options we offer beyond what the law requires.

1. Your Legal Rights (apply to every order, no exceptions)

Under the Sale of Goods Act, 1930 and the Punjab Consumer Protection Act, 2005, you are legally entitled to a full refund or free replacement, regardless of any policy below, if:

The item arrives damaged or defective
You receive the wrong product (wrong scent, size, or item)
The product is materially not as described on our website

This right applies to all products, including Discovery Kits and Flash Clearance/Sale items. No item is ever "final sale" against a genuine quality, defect, or fulfilment error on our part.

To claim this: Contact us within 48 hours of delivery with a photo or short video of the unboxing (showing the parcel and product condition) via WhatsApp, email, or our website contact form. We will arrange a free replacement or full refund, including return shipping, without requiring the 15-day window or fill-level conditions below.

Unboxing tip: Please film yourself opening the parcel, where possible. This protects you in case of a transit or fulfilment issue and helps us resolve your claim faster.

2. Our Satisfaction Guarantee (voluntary, beyond what the law requires)

If you simply change your mind or the scent isn't for you, we offer the following on top of your legal rights above:

Unopened, sealed bottles

Returnable within 15 days of delivery for a full refund.
The bottle, pump, and box must be factory-sealed and unused.

Opened or tested bottles

Because perfume is a personal-care product, once a bottle's seal is broken or the pump has been used, it can no longer be resold as new and is not eligible for a cash refund.
If you've tried the scent and it isn't right for you, we're happy to offer an exchange for a different scent (subject to a small restocking adjustment if the new item is lower-priced) or store credit, at our discretion, provided the bottle is still at least 95% full and shows no physical damage.
We do not accept returns of bottles used beyond light testing (a few sprays). This keeps the exchange option genuinely available to customers who try a scent in good faith, rather than treating it as a free-trial program.

Eligibility conditions for both categories

Original khushbu.pk's signature packaging, inserts, and promotional cards included.
Origina perfume bottle, Black Matte Pump, and cap free of scratches, cracks, or damage.
Product not altered or tampered with.

Non-returnable for change-of-mind (still covered by Section 1 if defective/wrong)

Discovery Kits — due to their sample (5ml) format.
Flash Clearance items (30% off or more) — change-of-mind returns excluded; defect/wrong-item claims under Section 1 still apply in full.

3. How to Initiate a Return

Message our WhatsApp Concierge with your Order ID, or submit a request via the contact form on our website — both are valid.
Tell us briefly why you'd like to return or exchange the item.
We'll confirm eligibility and send you the return address and instructions. Do not send items back before receiving confirmation, as unconfirmed returns may be delayed in processing.

Return shipping cost: the customer's responsibility for change-of-mind returns (Section 2). We cover return shipping in full for damaged, wrong, or defective items (Section 1).

4. Inspection & Refund Process

Arrival & logging: Your return is received and logged at our warehouse, including video documentation on our end.
Inspection: completed within 3 business days of receipt, checking weight/fill level, pump function, and bottle/packaging condition.
Approved: we initiate your refund or exchange immediately upon approval.
Not approved: if the item doesn't meet the conditions in Section 2, we'll send you photos showing why, and you may request the item be shipped back to you at your cost, or ask us to review the decision again with additional information.

How refunds are paid

Card or online payments: refunded to the original payment method.
Cash on Delivery (COD) orders: since there is no original payment method to refund to, we will ask for your bank account (IBAN) or JazzCash/Easypaisa details to process the transfer. Refunds are only ever sent to an account in the name matching your order — we will never ask for your PIN or OTP.
Processing time: refunds are disbursed within 3–5 working days of approval.

5. Damaged, Wrong, or Defective Items — Fast Track

See Section 1. To summarize: notify us within 48 hours of delivery with photo/video evidence, and we will arrange a free replacement or full refund, with no 15-day wait and no fill-level or packaging conditions applied.

6. If You're Not Satisfied With How We Handled Your Return

Ask us to re-review it — contact us with any additional photos/evidence and we'll have a second team member reassess within 3 business days.

7. Governing Law

This Policy is governed by the laws of the Islamic Republic of Pakistan, including the Sale of Goods Act, 1930 and the Punjab Consumer Protection Act, 2005. Any disputes are subject to the exclusive jurisdiction of the courts of Lahore, Punjab.