We offer an exchange (or full refund where applicable) in the following situations:

• You received a damaged or broken bottle — cracked glass, broken cap, or leaking product
• You received the wrong product — a different fragrance or size than what you ordered
• The product arrived with a broken or missing seal — indicating it was opened before dispatch
• The product was significantly different from what was described on our website
• Your order was incomplete — items missing from your parcel

Due to the personal and hygienic nature of fragrance products, we are unable to process exchanges or refunds in the following cases:

• Change of mind after receiving the product
• Disliking the scent after opening and using the product
• Products that have been opened, used, or sprayed more than a couple of times
• Requests made after 24 hours of delivery without an unboxing video
• Products purchased during a clearance, final sale, or special bundle promotion (unless damaged)
• Discovery Set / Tester Kit products — these are specifically designed for sampling and are non-returnable
• Damage caused by improper storage, dropping, or mishandling after delivery

Please record a continuous, unedited video starting before the parcel is opened that shows:

• The sealed outer packaging with the Saadour label visible
• You opening the parcel completely
• The condition of the product(s) inside
• Any damage, incorrect item, or missing product

Without this video, we are unable to verify the condition of the product at the time of delivery and cannot process your claim.

1. Record your unboxing video before opening the parcel. Make sure it is clear, well-lit, and unedited.
2. Contact us within 24 hours of delivery via WhatsApp at +92 344-4432902 or email at saadourscents@gmail.com
3. Send us: your Order ID or name, the unboxing video, and 2–3 clear photos of the issue (damaged product, wrong item, etc.)
4. Our team will review your claim within 24 hours and confirm whether it qualifies for an exchange or refund.
5. If approved: we will arrange pickup of the original product (if required) and dispatch your replacement — or process your refund within 5–7 business days.
6. If a physical return is needed: we will share a return address. Please send the product in its original packaging with all accessories included.

If an exchange is approved due to a mistake on our part (wrong item sent, damaged product, missing item), Saadour will cover the return shipping cost.

If a return is initiated for any other reason that falls within our eligible exchange criteria, the customer will be responsible for return shipping charges.

Refunds are issued using the following methods depending on the original payment:

• Cash on Delivery orders: Refund issued via Easypaisa, JazzCash, or bank transfer within 5–7 business days of approval
• Online payment orders: Refunded to the original payment method within 5–7 business days
• Partial refunds may be issued where only part of an order was affected

You may cancel your order before it is dispatched by contacting us immediately via WhatsApp. Once an order has been handed to the courier, it cannot be cancelled — you will need to follow the exchange process if there is an issue upon delivery.

We are a small Pakistani brand built on trust. Every order matters to us personally. If something goes wrong, we want to make it right — and we will, as long as the claim is genuine and the conditions above are met.

We have this policy not to turn anyone away, but to protect the integrity of the process for every customer. We appreciate your understanding.

Our team is available 6 days a week. For the fastest response, always use WhatsApp first.