Refund and Return Policy
At Relenca, customer satisfaction is important to us. We want you to shop with confidence and enjoy a smooth experience with every order.
1. Returns
Due to the nature of fragrance and personal care products, returns are only accepted in limited circumstances.
We may accept a return if:
- You received the wrong product
- The product arrived damaged
- The item was missing from your order
To request a return, please contact us within 3 days of delivery with your order details and clear photos of the product and packaging.
2. Non-Returnable Items
For hygiene and safety reasons, we do not accept returns or exchanges for:
- Opened or used fragrance products
- Tester boxes once opened
- Items damaged after delivery due to misuse or improper handling
- Orders placed by mistake after they have been processed or shipped
3. Refund Eligibility
Refunds may be approved only if:
- The wrong item was sent
- The item arrived damagedÂ
- The product is out of stock after payment
- A valid issue is reported within the required time frame
Once your request is reviewed and approved, the refund will be processed through the original payment method or another agreed-upon method.
4. Exchange Policy
If eligible, we may offer an exchange instead of a refund, depending on product availability.
5. Shipping Charges
Delivery charges are generally non-refundable unless the issue occurred due to our mistake.
Flat delivery charges: Rs. 250 on all orders
6. How to Request a Return or Refund
To request a return, exchange, or refund, please contact our support team with:
- Your full name
- Order number
- Reason for the request
- Photos or videos showing the issue, if applicable
7. Contact for Returns and Refunds
- Customer Support Hours Monday Saturday
- Location Karachi, Sindh, Pakistan
- WhatsApp +92352340464