Refund and Returns Policy

Effective Date: 27 October 2026
Brand: Cold Play
Website: https://www.coldplay.pk

1. Overview

At Cold Play, we want you to enjoy a smooth and satisfying fragrance shopping experience. We take care to prepare and deliver your orders in good condition.

This Refund and Returns Policy explains the circumstances in which customers may request a return, replacement, exchange, or refund for products purchased through www.coldplay.pk.

Because perfumes are personal-use products, certain restrictions apply to returns for hygiene and product-integrity reasons. However, we will review genuine complaints involving damaged, defective, incorrect, or missing items in accordance with this policy and applicable Pakistani law.

2. Eligibility for Returns

You may request a return or replacement if:

• Damaged on arrival: Your perfume bottle, packaging, or product arrives damaged during delivery.

• Incorrect item delivered: You receive a fragrance, size, or product different from the one you ordered.

• Missing item: An item listed in your order confirmation is missing from the delivered package.

• Defective product: The product has a verifiable manufacturing or packaging defect.

• Other legally recognised grounds: Your request falls within any applicable rights or remedies under Pakistani law.

Please contact us within 48 hours of delivery to report a damaged, incorrect, defective, or missing item. This reporting period helps us investigate delivery and product issues promptly. It does not remove any rights you may have under applicable law.

3. Products That Cannot Normally Be Returned

For hygiene, safety, and product-integrity reasons, we generally do not accept returns or exchanges in the following circumstances:

• Perfumes that have been opened, sprayed, used, or tested.

• Products with broken seals or damaged original packaging caused after delivery.

• Products purchased during clearance or promotional sales, except where a return, refund, or replacement is required by applicable law.

• Products returned without prior approval or without sufficient information to identify the order.

These restrictions do not apply where a product is defective, incorrect, damaged on arrival, or otherwise eligible for a remedy under applicable law.

4. How to Request a Return or Replacement

To submit a request, please follow these steps:

Step 1: Contact us

Email our customer support team or contact us through our official WhatsApp number within 48 hours of receiving your order.

Step 2: Provide order details

Please include:

• Your full name and order number.

• The date you received the order.

• The name of the product concerned.

• A clear description of the issue.

• Clear photographs or a short video showing the product, packaging, and shipping parcel, where relevant.

Step 3: Wait for review

Our team will review your request and may ask for additional information. Please do not send a product back until we provide return instructions.

Step 4: Return or replacement arrangement

If your request is approved, we will explain how to return the product or arrange an appropriate replacement or refund.

5. Refund Policy

Refunds may be available when:

• An eligible returned product is approved for a refund.

• We cannot supply a suitable replacement for an eligible damaged, defective, or incorrect product.

• An order is cancelled before dispatch and the payment has already been collected.

• A refund is otherwise required under applicable law.

Approved refunds will generally be issued through the original payment method where possible. For cash-on-delivery orders, we may arrange a bank transfer or another mutually agreed payment method.

Customers may be asked to provide the necessary payment details securely to process a refund. We will not ask for your banking password, card PIN, or one-time password.

Refund processing times depend on the payment provider or bank. Once a refund has been approved and initiated, we will inform you of the expected processing period where that information is available.

6. Exchange and Replacement Policy

Where an eligible product arrives damaged, defective, incorrect, or incomplete, Cold Play may offer a replacement or exchange, subject to product availability and applicable law.

If the same product is unavailable, we may discuss an alternative solution with you, including a refund where appropriate.

A change-of-mind exchange is not normally available for opened or used perfumes.

7. Shipping Costs for Returns

• Our error or product issue: Where a return is approved because an item was delivered damaged, defective, incorrect, or incomplete, Cold Play will arrange or cover reasonable return shipping costs, as appropriate.

• Change-of-mind requests: If we agree to accept a return that is not due to our error or a product defect, the customer may be responsible for return shipping costs, subject to applicable law.

• Unauthorised returns: Please contact us before sending any parcel. We cannot guarantee that an unsolicited return will be received or processed correctly.

We will provide the relevant shipping instructions after reviewing your request.

8. Order Cancellation

You may request cancellation by contacting us as soon as possible.

• Before dispatch: We will make reasonable efforts to cancel the order. If payment has already been collected, an eligible refund will be processed.

• After dispatch: Cancellation may no longer be possible. You should contact our customer support team for assistance.

• Incorrect delivery information: Please notify us immediately if you notice an error in your shipping address or contact details.

Nothing in this section limits any cancellation or refund rights available under applicable law.

9. Cash-on-Delivery Orders

For cash-on-delivery orders, payment is collected when the parcel is delivered.

If you receive a damaged, defective, or incorrect item, please contact us using the procedure described above. If your request is approved, we will arrange an appropriate replacement or refund.

Repeated refusal of parcels without a valid reason may result in additional order verification before future cash-on-delivery orders are accepted, subject to applicable law.

10. Promotional Offers and Bundles

Products purchased as part of a bundle, discount, or promotional offer may be subject to specific return conditions disclosed at the time of purchase.

If one item in a bundle is damaged, defective, incorrect, or missing, please contact us so we can review the issue and determine an appropriate remedy.

Promotional conditions will not override any mandatory consumer rights under applicable law.

11. Important Notes About Perfumes

Fragrance perception can vary from person to person due to individual preferences, skin chemistry, environment, and personal sensitivity.

Differences in personal preference or how a fragrance smells on an individual do not automatically qualify a product for a return. However, this does not affect claims involving a defective, misrepresented, incorrect, or otherwise legally non-compliant product.

Customers should review product descriptions, fragrance notes, available sizes, and other relevant information before placing an order.

12. Our Right to Review Claims

Cold Play reserves the right to review return and refund requests and request reasonable supporting information before approving a claim.

We may decline requests that fall outside this policy, such as returns of used products where no defect or other valid ground exists. Any decision will remain subject to applicable consumer protection laws and the customer’s legal rights.

13. Contact Us

For returns, refunds, replacements, or exchanges, please contact:

Brand: Cold Play
Website: https://www.coldplay.pk
Email: [Insert your official customer support email]
WhatsApp/Phone: [Insert your official business contact number]
Business Address: [Insert your business address, if applicable]

Please include your order number in all communications so that we can assist you efficiently.

Cold Play — Luxury Inspired Fragrances. Unforgettable Impressions.