Effective Date: August 27, 2026

Haute.pk (“Haute”, “we”, “us”, or “our”) wants you to be genuinely happy with your fragrance purchase. This policy explains when returns, exchanges, and refunds are available, and how the process works.

By placing an order with Haute.pk, you acknowledge that you have read and understood this Returns, Exchange & Refund Policy.

1. Legal Framework

This policy is drafted with reference to the Punjab Consumer Protection Act, 2005 (PCPA), which provides consumers in Punjab with a right to remedy where goods are defective, damaged, incomplete, or not as described. Where a customer’s delivery address falls in another province, the corresponding provincial consumer protection legislation may also apply.

This policy should be read alongside our Privacy Policy and Shipping Policy.

2. Eligibility for Return or Exchange

Because fragrances are a personal-use, hygiene-sensitive product category, our return policy is more limited than for general merchandise. A return or exchange request is valid where:

• The product arrives damaged, leaking, or broken
• The product is defective (e.g., faulty pump/sprayer)
• You received the wrong product (incorrect fragrance, size, or item)
• The order is incomplete (missing item(s) from your order)
• The product received does not match what was ordered or advertised

Requests must be raised within [e.g., 3 days] of delivery.

3. Non-Returnable Items

For hygiene and safety reasons, the following are not eligible for return or exchange:

• Any product where the seal, cap, or shrink-wrap has been broken or tampered with, unless the product itself is defective or damaged
• Products that have been used, sprayed, or opened, other than to inspect for a manufacturing defect
• Products purchased on final sale, clearance, or as part of a promotional bundle, unless defective on arrival
• Gift cards or promotional vouchers, where applicable

This restriction exists because fragrance products cannot be safely resold once the seal is broken, and applies regardless of change-of-mind reasons.

4. Change of Mind

We currently do not accept returns or exchanges for change of mind once an order has been dispatched, given the hygiene-sensitive nature of fragrance products. Please review product descriptions, fragrance notes, and size options carefully before placing your order.

If you’re unsure between fragrances, contact us before ordering and we’re happy to help you choose.

5. How to Request a Return or Exchange

To request a return or exchange:

1. Contact us at [Insert Official Email/WhatsApp] within the eligibility window in Section 2.
2. Provide your order number, a description of the issue, and photos/video of the product and packaging as received.
3. We will review your request and confirm eligibility within [e.g., 1–2 business days].
4. If approved, we will arrange pickup through our courier partner or provide instructions for return shipping.

Do not send the product back before receiving confirmation, as unapproved returns may not be accepted or refunded.

6. Condition of Returned Items

To be eligible for a refund or exchange, returned items must:

• Be in their original, unused condition with seal intact (except where the return is due to a defect)
• Include the original packaging, box, and any accessories
• Include the order number clearly marked or enclosed

Items that do not meet these conditions may be rejected and returned to the customer at their own cost.

7. Exchanges

Where a return is approved due to a wrong, defective, or damaged item, we will prioritize an exchange for the correct or a replacement product at no additional cost, subject to stock availability.

If the item you ordered is out of stock, you may choose an alternative product of equal value or a refund in accordance with Section 8.

8. Refunds

Where an exchange is not possible or not preferred, refunds are processed as follows:

• Prepaid orders (card/online payment): Refunded to the original payment method within [e.g., 7–10 business days] of the returned item being received and inspected, subject to the processing timelines of the relevant payment gateway or bank.
• Cash on Delivery orders: Refunded via bank transfer or JazzCash/Easypaisa transfer to an account/number provided by the customer, since no original payment instrument exists to refund to. Refunds by this method may take [e.g., 5–10 business days] after the account details are confirmed.

Shipping charges are refunded only where the return is due to Haute.pk’s error (wrong, defective, or damaged item); they are non-refundable for other approved returns.

9. Order Cancellations

Orders may be cancelled free of charge before dispatch by contacting us at [Insert Official Email/Contact]. Once an order has been handed over to our courier partner, it can no longer be cancelled and instead falls under this Returns, Exchange & Refund Policy upon delivery.

10. Damaged or Incorrect Items on Delivery

If your order arrives visibly damaged, we recommend:

• Not accepting the parcel if damage is clearly visible before opening, or
• Documenting the damage with photos/video immediately upon opening

and contacting us within the window in Section 2 so we can resolve the issue quickly, consistent with your rights under the Punjab Consumer Protection Act, 2005 regarding defective or damaged goods.

11. Return Shipping Costs

• Where the return is due to Haute.pk’s error (damaged, defective, wrong, or incomplete item), Haute.pk bears the return shipping cost.
• Where a return is approved for any other reason permitted under this policy, the customer may be responsible for return shipping charges.

12. Fraudulent or Abusive Claims

Haute.pk reserves the right to refuse a return, exchange, or refund where there is reasonable evidence of misuse of this policy, including repeated claims inconsistent with courier or delivery records, product substitution, or claims made outside the eligibility window.

13. Changes to This Policy

Haute.pk may update this Returns, Exchange & Refund Policy from time to time to reflect changes in our products, courier partnerships, payment providers, or applicable regulations. The updated policy will be published on this page with a revised effective date.

14. Contact Us

For return, exchange, or refund requests, or questions about this policy, contact us:

Haute.pk
Pakistan

Email: haute1.pk@gmail.com
Phone / WhatsApp: +92-301-2546-333

Important Legal Notice

This policy is drafted with reference to the Punjab Consumer Protection Act, 2005, and applicable consumer protection legislation in other Pakistani provinces where relevant. It does not constitute legal advice and should be reviewed and approved by a Pakistani lawyer familiar with consumer protection and e-commerce law before publication.