Return & Exchange Policy
At Mohsin Moten, customer satisfaction matters. This Return & Exchange Policy explains when perfume purchases may — and may not — be returned or exchanged. Please read it carefully before placing an order.
Scope of This Policy
This Return & Exchange Policy currently applies only to perfume products purchased through mohsinmoten.com or other official Mohsin Moten sales channels. It does not apply to digital content, consultancy services, event bookings, or other non-perfume offerings.
By purchasing a perfume from us, you acknowledge that you have read and agree to the terms set out below. This policy should be read together with our Terms & Conditions.
All Perfume Sales Are Final
Due to the nature of perfumes and for hygiene and safety reasons, all perfume sales are final. Once a perfume has been purchased, it cannot be returned or exchanged for change of mind, preference, scent dissatisfaction, or unused condition.
We do not accept returns or exchanges of perfume products except in the limited circumstances described in Section 3.
Exceptions
We will review requests only where you receive a product that is damaged, defective, or different from what you ordered.
- Damaged: The item arrived broken, leaking, or otherwise physically compromised in transit or packaging.
- Defective: The product has a manufacturing or quality fault that makes it unsuitable for normal use.
- Incorrect item: You received a different product, size, or variant than what appears on your order confirmation.
Eligible issues must be reported within 3 days of receiving your order. Requests submitted after this window may not be accepted.
How to Report an Issue
To help us resolve your request quickly, contact us within 3 days of delivery and include:
- Your order details (order number, full name, and the email or phone number used at checkout).
- A clear description of the issue (damaged, defective, or incorrect item).
- Clear photos or a short video showing the product, packaging, and the problem.
Email us at contact@mohsinmoten.com with the subject line “Return / Exchange Request – [Order Number]”.
Please keep the product and original packaging until we have reviewed your request. We may ask for additional information before confirming a resolution.
Resolution Options
After reviewing your request and supporting evidence, we will arrange an appropriate resolution where your claim is approved. Depending on the circumstances and product availability, this may include:
- Replacement: The same product shipped again, where stock allows.
- Exchange: An alternative perfume of equal value, where agreed and available.
Approval is not automatic. We reserve the right to decline requests that fall outside this policy, lack sufficient evidence, or are submitted after the 3-day reporting window.
What Is Not Eligible
Without limiting Section 2, the following are generally not eligible for return or exchange:
- Change of mind after purchase or delivery.
- Dislike of scent, fragrance strength, or longevity.
- Opened, used, or partially used bottles (except as needed to evidence a genuine defect we ask you to document).
- Products damaged after delivery due to mishandling, improper storage, or normal wear.
- Requests made more than 3 days after you received the order.
Changes to This Policy
We may update this Return & Exchange Policy from time to time to reflect changes in our products, practices, or legal requirements. The “Last updated” date at the top of this page indicates when it was last revised. Continued purchases after any update constitute acceptance of the revised policy for those orders.
Contact Us
Questions about a perfume order or this Return & Exchange Policy? Please reach out: