Refund policy

At Bin Suleman Fragrance, we take great care to ensure that every order is checked, packed, and delivered in perfect condition. Since attars are personal care and hygiene-sensitive products, we do not accept returns for change of mind. However, your satisfaction matters to us, and we stand behind the quality of our products in the following cases.

1. Eligibility for Return
We only accept returns or complaints in the following situations:

  • The item received is damaged or broken during shipping.
  • You received the wrong product (different from what you ordered).
  • The product is found to be defective or leaking upon arrival.

We do not accept returns for reasons such as change of mind, dislike of fragrance, or incorrect address provided by the customer.

2. Time Limit for Reporting an Issue
Any complaint regarding a damaged, wrong, or defective item must be reported within 7 days of receiving your order. Requests made after this period will not be entertained, as we will not be able to verify the condition of the product.

3. Required Proof
To process your complaint quickly, please provide the following at the time of reporting:

  • Order number
  • Clear photos or a short video of the damaged/wrong/defective item
  • Photo of the packaging (if damaged during transit)

This helps us verify the issue and resolve it without unnecessary delays.

4. Resolution Options
Once your complaint is verified and approved, you will be given the choice of either:

  • Full Refund of the amount paid, or
  • Free Exchange for the correct/undamaged item.

Refunds will be processed through the original payment method or bank transfer, depending on how the order was paid. Refund processing may take 3 to 7 working days after approval.

5. Non-Returnable Situations
Please note that we cannot accept a return or issue a refund if:

  • The product has been opened, used, or tampered with (unless received damaged/defective).
  • The complaint is reported after 7 days of delivery.
  • The issue is due to incorrect address or unavailability at the time of delivery.

6. How to Report an Issue
If you face any problem with your order, please contact us immediately with your order details and supporting photos/videos:

📧 Email: binsulemanfragrance01@gmail.com
📞 Phone: 0304-8022495
📍 Address: Church Road, Near Asia Dry Cleaners, Okara

Our team will review your complaint and respond within 24 to 48 hours with the next steps.

Thank you for choosing Bin Suleman Fragrance — we are committed to ensuring you always receive genuine, high-quality attars.