Returns, Exchanges & Refund Policy

Effective Date: 11 August 2026
Last Updated: 11 August 2026

At Palack Scents (“Palack Scents”, “we”, “us”, or “our”), we want our customers to be satisfied with their purchases. This Returns, Exchanges & Refund Policy explains when products may be returned, exchanged or traded for another product.

By placing an order with Palack Scents, you acknowledge and agree to this policy, subject to any rights you may have under applicable law.

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  1. OUR EXCHANGE POLICY

Palack Scents operates an exchange/trade-in policy rather than a general cash-refund policy.

Where a return is approved, the customer may exchange or trade in the returned product for another eligible product available from Palack Scents.

Palack Scents does not provide cash refunds for ordinary returns or change-of-mind purchases, except where a refund is required by applicable law or otherwise expressly approved by Palack Scents.

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  1. CHANGE-OF-MIND RETURNS

If you change your mind about a purchase, you may request to return the product for an exchange, provided that the product meets our return conditions.

Change-of-mind returns are not eligible for a cash refund.

The returned product must generally:

  • Be unused.
  • Be unopened where applicable.
  • Be in its original condition.
  • Have its original packaging and accessories where applicable.
  • Not have been damaged, altered or tampered with.
  • Be accompanied by valid proof of purchase.

Palack Scents reserves the right to refuse an exchange where the returned product does not meet these conditions.

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  1. RETURN PERIOD

Customers should request a return or exchange within 7 days of receiving their order.

Requests made after the stated return period may not be accepted unless the issue relates to a defect, damage, incorrect product or another circumstance where applicable law provides otherwise.

The return period begins from the date the customer receives the order.

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  1. EXCHANGING OR TRADING IN A PRODUCT

Once a return has been approved, the customer may select another eligible product available from Palack Scents.

The replacement product must be available at the time the exchange is processed.

If the replacement product costs more

The customer will be required to pay the difference between the value of the returned product and the replacement product.

If the replacement product costs less

The difference may be issued as Palack Scents store credit, subject to our approval and applicable conditions.

The difference will not ordinarily be paid to the customer in cash.

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  1. NO CASH REFUNDS FOR ORDINARY RETURNS

For ordinary returns, including change-of-mind purchases, Palack Scents does not provide cash refunds.

Instead, an approved return may be resolved through:

  • Product exchange.
  • Trade-in for another eligible product.
  • Store credit where applicable.

This policy does not exclude or limit any refund or other remedy that Palack Scents is legally required to provide under applicable law.

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  1. WRONG PRODUCT RECEIVED

If you receive a product that is different from the product you ordered, please contact Palack Scents as soon as reasonably possible.

After we verify the issue, we may provide an appropriate remedy, which may include:

  • Replacement with the correct product.
  • Exchange for another suitable product.
  • Another remedy required or permitted by applicable law.

Where the wrong product was supplied due to an error by Palack Scents, we will make reasonable efforts to resolve the issue without unfairly charging the customer for the correction.

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  1. DAMAGED PRODUCTS

If your product arrives damaged, please contact us as soon as possible after receiving the order.

We may request photographs or videos showing:

  • The product.
  • The packaging.
  • The shipping package.
  • The damage.
  • Any other information reasonably necessary to investigate the issue.

If the damage is verified, Palack Scents may offer an appropriate remedy, which may include a replacement or exchange.

Where applicable law requires a particular remedy, that remedy will apply.

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  1. DEFECTIVE PRODUCTS

If a product appears to have a manufacturing defect or another qualifying defect, please contact us promptly.

We may inspect or assess the product before determining the appropriate resolution.

Depending on the circumstances, the resolution may include:

  • Replacement.
  • Exchange.
  • Repair where applicable.
  • Store credit.
  • Refund where required by applicable law.

A product that simply does not perform according to an individual’s personal expectations does not necessarily constitute a defect.

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  1. FRAGRANCE PERFORMANCE

Fragrance performance varies between individuals.

Longevity, projection and scent experience can be affected by factors including:

  • Skin chemistry.
  • Skin type.
  • Weather.
  • Temperature.
  • Humidity.
  • Application method.
  • Personal perception.

For this reason, a customer being dissatisfied with the longevity, projection or overall performance of a fragrance does not automatically mean that the product is defective.

However, genuine product defects or other issues covered by applicable law will be considered separately.

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  1. OPENED OR USED FRAGRANCES

For hygiene, safety, product-integrity and resale reasons, opened or used fragrances may generally not be eligible for ordinary change-of-mind exchanges.

However, this restriction does not prevent a customer from making a legitimate claim concerning a defective, damaged, incorrect or otherwise qualifying product where applicable law provides a remedy.

Customers should contact Palack Scents before attempting to return such products.

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  1. PRODUCTS THAT MAY NOT BE ELIGIBLE FOR ORDINARY EXCHANGE

Subject to applicable law, an ordinary change-of-mind exchange may be refused where the product:

  • Has been used.
  • Has been opened.
  • Has been sprayed or tested.
  • Is damaged through customer misuse.
  • Is missing original packaging or important components.
  • Has been altered or tampered with.
  • Cannot reasonably be resold in its original condition.
  • Was purchased under conditions specifically stated to be final sale.

Any statutory consumer rights that apply will continue to apply.

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  1. PROOF OF PURCHASE

Customers may be required to provide proof of purchase before an exchange or other remedy can be processed.

Acceptable proof may include:

  • Order confirmation.
  • Receipt.
  • Invoice.
  • Order number.
  • Other transaction information that allows us to verify the purchase.

We may be unable to process an exchange where we cannot reasonably verify that the product was purchased from Palack Scents.

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  1. RETURN SHIPPING

Where a customer requests an ordinary change-of-mind exchange, the customer may be responsible for the cost of returning the product to Palack Scents and any applicable delivery cost for the replacement product.

Where the return is due to an error by Palack Scents, such as sending the wrong product, we will determine an appropriate arrangement for the return and replacement.

Where applicable law requires Palack Scents to bear particular costs, those requirements will apply.

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  1. CONDITION OF RETURNED PRODUCTS

Customers are responsible for ensuring that returned products are packaged appropriately to prevent damage during transportation.

Palack Scents is not responsible for damage caused by inadequate packaging by the customer.

If a product is returned in a condition materially different from the condition in which it was sold, we may refuse the ordinary exchange or consider an appropriate adjustment, subject to applicable law.

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  1. EXCHANGE PROCESS

To request an exchange, customers should:

Step 1 — Contact Palack Scents

Contact us using our official customer-service contact details.

Step 2 — Provide your order information

Provide:

  • Order number.
  • Customer name.
  • Product being returned.
  • Reason for the return.
  • Photographs or other information where requested.

Step 3 — Wait for approval

Do not send a product back until Palack Scents has provided return instructions, unless otherwise instructed.

Step 4 — Return the product

Return the product according to the instructions provided by Palack Scents.

Step 5 — Product inspection

We may inspect the product to confirm that it meets the requirements of this policy.

Step 6 — Exchange

Once the return is approved, the customer may select an eligible replacement product.

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  1. PROMOTIONAL AND DISCOUNTED PRODUCTS

Products purchased during promotions or using discount codes may be subject to specific exchange conditions.

Unless otherwise stated, discounted products remain subject to this Returns, Exchanges & Refund Policy.

Where a replacement product has a different price, the applicable exchange value and price difference will be calculated by Palack Scents.

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  1. FREE GIFTS AND PROMOTIONAL ITEMS

If an order included a free gift or promotional item, Palack Scents may require the promotional item to be returned where the underlying purchase is returned or exchanged.

The specific terms of the promotion will apply.

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  1. EXCHANGES FOR PRODUCTS OF DIFFERENT VALUE

If the replacement product has a higher price than the returned product:

Customer pays the difference.

If the replacement product has a lower price than the returned product:

The difference may be provided as Palack Scents store credit rather than cash, subject to the applicable exchange arrangement.

Example:

If the returned product is valued at GHS 500 and the replacement product costs GHS 650, the customer pays GHS 150.

If the returned product is valued at GHS 500 and the replacement product costs GHS 400, the remaining GHS 100 may be provided as store credit rather than cash.

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  1. EXCHANGE AVAILABILITY

An exchange is subject to the availability of the replacement product.

If the customer’s preferred replacement product is unavailable, the customer may choose another eligible product of appropriate value or use any available store-credit arrangement.

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  1. REFUNDS REQUIRED BY LAW

Palack Scents’ general policy is exchange/trade-in rather than cash refunds.

However, nothing in this policy is intended to exclude, restrict or waive a customer’s legal rights.

Where applicable Ghanaian law requires Palack Scents to provide a refund or another particular remedy, Palack Scents will comply with the applicable legal requirement.

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  1. FRAUDULENT OR ABUSIVE RETURN REQUESTS

Palack Scents reserves the right to investigate return and exchange requests.

We may refuse an exchange where there is reasonable evidence of:

  • Fraud.
  • Product tampering.
  • Intentional damage.
  • Misrepresentation.
  • Repeated abuse of the returns process.
  • Attempts to return products that were not purchased from Palack Scents.

This does not affect legitimate consumer rights under applicable law.

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  1. SPECIAL CIRCUMSTANCES

Palack Scents may consider special circumstances on a case-by-case basis.

Any exception to this policy does not automatically create a permanent entitlement to the same exception in future cases.

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  1. CONTACT US

For returns, exchanges or questions regarding this policy, please contact Palack Scents using the official contact details below.

Palack Scents
Website: palackscents.com
Email: info@palackscents.com
Telephone/WhatsApp: (+233) 554744881
Business Address: PALACK SCENTS
JQJ4+2R, Accra, Ghana

When contacting us about an order, please provide your order number where possible.

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  1. POLICY CHANGES

Palack Scents may update this Returns, Exchanges & Refund Policy from time to time.

The updated version will be published on our website with a revised Last Updated date.

Changes will not affect rights that customers have already acquired under applicable law.

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Last Updated: 11 August 2026

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