Return Policy

Last updated: 24 September 2026

Every KAEL fragrance is inspected and sealed before it leaves us. Because perfume is a personal-care product that cannot be resold once opened, returns are accepted only in the limited cases set out below. Please read this policy before placing your order. By placing an order, you agree to it.

1. When we accept a return

We accept a return or exchange only in the following cases:

a) Damaged, leaking or incorrect item

• The bottle arrives broken, cracked or leaking, or you receive a product different from the one you ordered.
• You must contact us within 48 hours of delivery via WhatsApp or email.
• You must share a continuous, unedited unboxing video that starts before the outer parcel is opened and clearly shows the courier label and the issue, plus clear photos of the product and packaging.
• Claims made after 48 hours, or without an unboxing video, cannot be accepted.

Once verified, we will send a replacement of the same product at no extra cost. If the product is out of stock, we will offer an exchange for another fragrance of equal value or a refund under our Refund Policy.

b) Sealed, unused product

• You may request a return within 7 days of delivery if the product is completely unused, the factory seal/cellophane is intact, and it is in its original box with all packaging.
• Return shipping is arranged and paid for by the customer. We recommend a trackable courier; KAEL is not responsible for returns lost or damaged in transit.
• The product is inspected on arrival. If the seal is broken, the product has been used, or the packaging is damaged or missing, the return will be refused and sent back to you at your cost.
• Original shipping charges are non-refundable.

2. Items we cannot return or exchange

• Any product that has been opened, sprayed, tested or used, including when the seal has been removed.
• Change of mind about the scent after the seal has been opened. Scent is personal and may smell different on each person’s skin; we encourage you to read the fragrance notes before ordering.
• Skin reactions or sensitivities. Please patch-test before full use (see our Terms & Conditions).
• Discovery sets, samples, testers, gift sets that have been opened, and items bought on sale, clearance or with a promotional discount, unless they arrive damaged or incorrect.
• Gift cards and gift wrapping.
• Damage caused after delivery, including by heat, sunlight, drops or improper storage.

3. How to request a return

1. Message us on WhatsApp at +92 308 2344449 or email hello@gokael.com with your order number, name, and the reason for return.
2. Attach the unboxing video and photos (for damaged or incorrect items).
3. Wait for our written approval and return instructions. Parcels sent back without prior approval will not be accepted.

We aim to respond to all return requests within 2 working days.

4. Refused and undelivered orders

Refusing a Cash on Delivery parcel without a valid reason causes us courier losses. We reserve the right to decline future Cash on Delivery orders from customers who refuse or repeatedly fail to receive parcels, and to require advance payment instead.

5. Your statutory rights

Nothing in this policy limits any rights you may have under applicable consumer protection law in Pakistan that cannot be excluded by agreement.

6. Contact

WhatsApp: +92 308 2344449
Email: hello@gokael.com