Last updated: 15 October 2026
Our return arrangements
You can request an eligible return within 7 calendar days of delivery. Read the conditions and instructions below before ordering.
Voluntary change-of-mind returns require a new, unopened item. This condition does not prevent reporting a genuine product fault.
Approved returns are sent by courier or mail. Contact us for the return delivery instructions.
The customer pays the delivery charge for an eligible voluntary return. We will explain the arrangements for an incorrect or defective item separately, subject to applicable law.
Damaged, leaking, faulty or incorrect orders
Please contact us as soon as you notice a problem, with your order number and a description of what happened. Clear photographs of the parcel, label and affected item can help us investigate. Keep the product and packaging where it is safe to do so. A photograph or unboxing video is helpful evidence, but a video is not an absolute condition for reporting a genuine problem.
Do not continue using a leaking, damaged or potentially unsafe perfume. We will review the issue and discuss the appropriate remedy, which may include a replacement, repair where suitable, or a refund, according to the circumstances and your applicable consumer rights.
How to request help
- Contact the store or open the support option for your order in your account. A guest can use the private support link supplied with the order.
- Give your order number, the product and size involved, and whether you are asking for an exchange, return or refund. Do not post private order links publicly.
- Wait for our return instructions before sending a parcel. We will confirm the delivery address, available method, any applicable charge and the next step.
- Use suitable protective packaging and keep the courier receipt for any agreed return. Tell us the tracking number.
Change of mind and fragrance preferences
Fragrance preferences differ from person to person. For a voluntary change-of-mind return, the perfume must be unused and unopened, with its original seals intact, packaging and any included gifts. Contact us within the return window shown above and before sending the parcel. An opened or used perfume is not eligible for a voluntary change-of-mind return; it does not remove your rights when a product is defective, misdescribed or incorrect. Any additional eligibility conditions confirmed for your purchase must be read together with your consumer rights.
Return delivery and original delivery charges
For an eligible voluntary change-of-mind return, you arrange and pay the return courier unless we agree otherwise. The original delivery charge is not normally refunded for a voluntary change-of-mind return, unless we agree otherwise or a refund is required by applicable law. There is no undisclosed restocking fee.
If an item is damaged, leaking, faulty, incorrect or misdescribed, contact us before paying for a return. We will confirm the appropriate collection, return-charge reimbursement and original-delivery-charge treatment when resolving the problem, according to the circumstances and your applicable consumer rights. The voluntary-return rules do not limit those rights.
Refunds for cash-on-delivery orders
A refund applies to money actually paid. Cancelling an unpaid cash-on-delivery order does not create a payment to refund. For an approved refund after payment, we will confirm the amount, any return arrangements and the expected processing time, then agree a suitable payment method with you. We will not replace a refund that is due with store credit unless you agree.
Refund calculations use the amount you paid for the affected item, including its share of an order discount. We will explain the treatment of delivery charges and any lawful deduction before completing the refund. We do not add an undisclosed restocking fee. Never share a banking password, PIN or one-time code to receive a refund.
Exchanges, gifts and bundles
An exchange depends on stock availability. If the replacement has a different price, we will explain any difference before proceeding. For a bundle or gift set, tell us which component has a problem and keep all components while we assess the appropriate remedy. Please contact us before returning only part of a set.
Cancellations and complaints
Contact us promptly if you want to cancel or correct an order. Read our Shipping & Cancellation Policy for orders that are being prepared or have been dispatched. Submitting a support request does not by itself change the order status or issue a payment.
Your consumer rights
This policy describes our store process. It does not exclude or restrict rights and remedies that cannot lawfully be excluded under applicable consumer law, including for defective, unsafe, incorrectly supplied or misdescribed goods. You may use the remedies and complaint channels available under applicable law; you do not have to give up those rights to ask us for help.
Contact Menaura by Menal
Baldia Road, Chishtian 62350, Punjab, Pakistan.
Phone: 0300 0000000. Email: [email protected]. You can also use our contact form. Please include your order number for an order enquiry.