Return, Exchange and Refund Policy

At Xura Lab, we want customers to receive the fragrance they ordered in proper condition. If your order arrives damaged, incorrect, or has a verified product defect, please contact us so we can assess the issue promptly.

Our policy is subject to applicable consumer protection laws in Pakistan. Nothing in this policy is intended to exclude any rights that cannot legally be excluded.

A return or exchange may be considered in the following circumstances:

For change-of-mind requests, we may accept a return request for an unopened, unused product in its original packaging and condition, provided the request is made within 7 calendar days of delivery.

Because fragrances are personal-use cosmetic products, opened, used, or unsealed products are generally not eligible for change-of-mind returns. This restriction does not override any legal rights relating to defective, damaged, misdescribed, or incorrect products.

• You received a product different from the one you ordered.
• Your product arrived damaged or leaked during transit.
• The product has a verified manufacturing or bottle defect.
• The product otherwise qualifies for a return or remedy under applicable consumer protection law.

Please contact us within 48 hours of delivery if your order arrives damaged, leaking, or incorrect.

To help us resolve your request swiftly, please provide:

• Your order number (e.g., #1042).
• A concise description of the issue.
• Clear photographs or a short video showing the damaged product, batch/leakage, and the exterior courier packaging.
• Any additional information reasonably needed to verify the courier delivery.

Please retain the original box and packaging until your request has been reviewed. The 48-hour reporting period helps us investigate courier handling promptly; it does not remove any statutory consumer rights.

Unless a return is required by applicable law, the following are generally not eligible for change-of-mind returns:

• Opened, sprayed, used, or unsealed perfume bottles.
• Products damaged through misuse, improper storage (e.g., direct heat/sunlight exposure), or accidental damage after delivery.
• Products returned without prior authorization and instructions from our team.
• Products with missing original luxury packaging, caps, or accessories.

A customer's subjective preference for a different fragrance note is not, by itself, proof of a product defect. Inaccurate product descriptions or legally recognized grounds for remedy will always be handled in accordance with applicable consumer laws.

Exchanges may be offered for eligible products, subject to stock availability and our assessment of the request.

If the requested replacement concentration or fragrance is unavailable, we may offer an appropriate alternative or refund, as applicable.

Please do not send products back before receiving return authorization and courier address instructions from our team.

Once an eligible return has been received at our Rawalpindi facility and assessed by our quality team, we will notify you whether your refund has been approved.

Approved refunds will be processed through the original payment method where reasonably possible. For Cash-on-Delivery (COD) orders, we will request your Pakistani bank account or Easypaisa/JazzCash details to transfer funds securely.

We aim to initiate approved refunds within 7–14 business days after approval. Actual credit receipt may take longer depending on your bank's clearance schedule.

Original delivery charges (PKR 370) are generally non-refundable for change-of-mind returns. Where an error, defect, or courier damage requires us to cover these charges under applicable law, we will gladly do so.

• If you received an incorrect, damaged, or verified defective product, Xura Lab will arrange courier pickup or cover reasonable return shipping costs.
• For approved change-of-mind returns, the customer is generally responsible for return shipping costs to our Rawalpindi hub.
• Please always follow our written return instructions before shipping any parcel back.

To initiate a return or report an order problem, reach out to our team with your order number and photo/video evidence:

WhatsApp: 03129181720 / 03129181729

Email: contact@xuralab.com

Support Hours: Monday – Saturday, 10:00 AM – 8:00 PM PKT