Surge Scents · Policies

Privacy, Shipping & Returns

Everything about how we handle your data, deliver your order, and take care of issues if something goes wrong.

Privacy Policy Shipping & Delivery Return, Refund & Replacement Order Cancellation Customer Support
Privacy

Privacy Policy

Your privacy matters to us. All information you share with Surge Scents — your name, phone number, address, and order details — is kept strictly private and confidential.

What we collect

  • Your name, contact number, and delivery address, collected only when you place an order.
  • Order details (scents, sizes, quantities) needed to prepare and ship your parcel.
  • Basic message history if you contact us on WhatsApp for support.

How we use it

  • To process, pack, and deliver your order.
  • To contact you regarding order confirmation, delivery updates, or support.
  • To improve our products and service based on customer feedback.

What we don't do

We do not sell, rent, or share your personal data with third parties for marketing purposes. Your details are only shared with our delivery/courier partner strictly to complete delivery of your order.

If you'd like your data removed from our records at any time, just message us on WhatsApp and we'll action it.

Shipping

Shipping & Delivery Policy

  • Free delivery on all orders inside Chishtian City.
  • For orders outside Chishtian, anywhere in Pakistan, delivery charges apply and vary depending on your area/courier zone.
  • We work with credible, trusted courier services to make sure your order reaches you safely.
  • Every order comes with a tracking code once dispatched, so you can follow your parcel until it arrives.
📦 Once your order ships, we'll send you the tracking code via WhatsApp so you can keep an eye on your delivery in real time.
Returns

Return, Refund & Replacement Policy

We take a lot of care in packing every order, but if something goes wrong on the way to you, we've got you covered under the following conditions:

Damaged or leaking parcel

If your parcel or bottle arrives damaged or leaking, we will offer you either a refund or a replacement — your choice.

Wrong item received

If you receive the wrong scent or size than what you ordered, we will send out a free replacement of the correct item.

Time limit

⏱️ All damage, leakage, or wrong-item claims must be reported to us within 7 days of receiving your parcel. Please keep an unboxing photo/video where possible — this helps us process your claim faster. Claims made after 7 days unfortunately cannot be processed.

Please note: change-of-mind returns are not accepted once an order has been delivered — see our Order Cancellation Policy below for cancelling before delivery.

Cancellation

Order Cancellation Policy

  • Changed your mind? You can cancel your order within 24 hours of placing it, no questions asked.
  • Once an order has been dispatched or delivered, cancellation is no longer possible.
  • For online/prepaid orders cancelled within the 24-hour window, we will initiate your refund to the original payment method within 48 hours from our side.
🏦 Please note: once we release your refund, the time it actually takes to reflect in your account depends on your bank's own processing time — this part is outside our control.
Support

Customer Service

Our team is available on WhatsApp for order help, questions about scents, tracking, or anything else you need.

  • Hours: 10:00 AM – 8:00 PM, Monday to Saturday
  • Closed: Sundays
  • WhatsApp: 0339 7750779

Still have a question?

Message us directly and we'll sort it out — we're real people, not a bot.

Chat on WhatsApp