At Kiswaa, your satisfaction is our priority. We want you to be captivated by your selection, but if a fragrance does not meet your expectations, we are here to assist you. Please read our policy below to understand how we handle returns, exchanges, and refunds with the care your purchase deserves.
Eligibility for Returns
We accept return and exchange requests within 7 days of delivery. To be eligible for a return, the perfume must be unused, unsprayed, and in its original premium packaging with the protective seal completely intact. Because of the delicate nature of our blends, items that have been opened, used, or damaged due to misuse will not be accepted for return or exchange.
If you have received an incorrect item or your bottle was damaged during transit, please notify our concierge within 48 hours of delivery. We will require clear photos of the damage or the incorrect product as proof to facilitate an immediate resolution.
How to Request a Return or Exchange
To initiate a request, please contact our dedicated support team at support@kiswaa.com or message us via our official WhatsApp channel. Ensure you provide your order number, a detailed reason for the return, and any relevant photos if the item is damaged. Once our team has reviewed your request and provided approval, we will guide you through the secure return process.
Responsibility for Return Shipping
If the return is due to an error on our part, such as the delivery of an incorrect scent or a damaged bottle. Kiswaa will cover all return shipping costs. However, if the return is based on a change of mind or personal preference, the responsibility for return shipping costs will rest with the client. We recommend using a tracked courier service to ensure the safe arrival of the return.
Refunds
Once your returned item is received and inspected by our quality control specialists, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 3 to 5 business days. Refunds are typically made via the original payment method or as store credit, depending on your preference.
Please note that for Cash on Delivery orders, refunds are issued exclusively via bank transfer or store credit.
Items Not Eligible for Return
To maintain our strict standards of hygiene and product integrity, we do not accept returns on the following:
- Bottles with a broken or tampered protective seal.
- Customized or personalized fragrance sets.
- Items purchased during clearance or special sale events.
We encourage you to review the scent profiles and descriptions carefully before placing your order to ensure the fragrance aligns with your preferences.
Professional Assistance
Our support team is always available to provide expert guidance. If you are unsure about a specific scent note or need assistance with a return, please reach out to us before finalizing your purchase or starting a return.
Email: support@kiswaa.com
Location: Pakistan
Thank you for choosing Kiswaa — where your presence is our passion.
