Privacy Policy

At Fragmat Era, we value the privacy of our customers and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, and safeguard your data when you visit or make a purchase from our website or interact with us through other channels.

Information We Collect:
• Personal Information: Name, phone number, email address, and delivery address.
• Order Information: Products purchased, payment method (we do not store sensitive payment details), and transaction history.
• Usage Data: IP address, browser type, device information, and interaction with our website.

How We Use Your Information:
To process and deliver your orders, provide customer support, notify you about updates or promotions (only with your consent), and improve our website experience.

Data Protection & Retention:
We implement industry-standard security measures to protect your data. Your personal information is not sold, traded, or shared with third parties without your consent, except for order processing and delivery purposes. We retain your data only as long as necessary to fulfill the purposes outlined in this policy.

Cookies & Third-Party Services:
We use cookies to enhance your browsing experience. We may use trusted third-party services (like courier companies and payment gateways) that have their own privacy policies. We ensure they maintain a high level of data protection.

Your Rights & Age Limit:
You have the right to access, update, or delete your personal data by contacting us. Our website and products are intended for individuals aged 18 and above.

Governing Law:
This Privacy Policy and all transactions are governed by the laws of the Islamic Republic of Pakistan.

Contact Us:
For any questions regarding this Privacy Policy, you can contact us at:
📧 fragmatera@gmail.com | 📞 +92-310-3662297

Return & Exchange Policy

We want you to love your fragrance! However, due to the nature of perfumes (being personal care and alcohol-based glass products), we have a strict but fair return policy:

✅ Eligibility for Return:
• Returns must be requested within 15 days of delivery.
• Bottle usage must not exceed 3 sprays. (We check the liquid level upon return).
• Bottle, box, and all original packaging must be in pristine, original condition.

❌ Non-Returnable Cases:
• No returns on used, damaged, or mishandled products.
• Fragrance preference change (liking/disliking the scent) is not acceptable for return.
• Discounted / Sale items are strictly non-returnable.

📦 Damaged or Incorrect Items (Mandatory Unboxing Video):
• If you receive a broken, leaked, or incorrect item, you must provide a continuous, unedited Unboxing Video showing the parcel's condition before opening and the product inside.
• Claims without a valid unboxing video will not be entertained due to courier mishandling.
• In case of our mistake (incorrect item delivered), it will be exchanged at no additional cost to you.

🔄 How to Initiate a Return:
• Email us at fragmatera@gmail.com or WhatsApp us at +92-310-3662297 with your Order ID and reason/video.
• Note: Return courier charges are to be borne by the customer, unless the return is due to our error.

💰 Refund Process:
• Once the returned item is received and passes our quality check (liquid level & condition), the refund will be processed via Bank Transfer within 5-7 business days.