1. Overview & Hygiene Safety
At The Fragrance House, every flacon is curated and inspected under stringent quality and batch authenticity standards. Because fine fragrances are intimate personal cosmetics and luxury liquid formulations, their integrity, sillage, and shelf-life are sensitive to temperature, exposure, and hygiene.
Hygiene & Safety Rule: In accordance with standard cosmetic retail regulations, fragrances that have been opened, unsealed, or sprayed are strictly non-returnable and non-refundable for reasons of change of mind or subjective olfactory preference.
2. Transit Damage & Incorrect Item Guarantee
We take immense pride in our shockproof, climate-conscious packaging. In the rare event that an issue occurs during transit, you are 100% protected under our Replacement & Refund Guarantee:
Bottle arrived broken, cracked, or severely damaged in transit.
Excessive liquid leakage verified inside factory packaging upon arrival.
Delivered product differs from the confirmed order invoice.
3. How to Claim a Replacement or Refund
If your package arrives damaged, leaking, or incorrect, follow these simple steps:
- Notify Us Within 48 Hours: Contact our team on WhatsApp or phone at +91 9601391505 within 48 hours of delivery as marked by the courier partner.
- Provide Proof: Share clear photos and a brief unboxing video demonstrating the parcel label, outer carton condition, and the affected bottle/batch code.
- Instant Redressal: Upon swift verification by our team, we will dispatch a brand-new replacement flacon at zero extra cost, or issue a 100% full refund to your original payment mode.
4. Order Cancellation Policy
Prior to Dispatch: You may cancel any confirmed order free of charge before it has been dispatched from our Ahmedabad store. To cancel, please message our support line (+91 9601391505) with your order details. A full refund will be processed immediately.
Post-Dispatch: Once an order has been packaged and handed over to the courier partner with a live tracking AWB, cancellation is no longer possible.
5. Refund Processing Timelines
Where a refund is approved by our support team:
- UPI & Net Banking: 24 to 48 business hours.
- Debit / Credit Cards: 3 to 5 business days, depending on your issuing bank.
- Refunds are always credited back to the original source account from which the payment was initiated.
6. Support & Grievance Contact
Have questions regarding an order, replacement, or return? Connect directly with our team:
Helpline & WhatsApp: +91 9601391505
Boutique Address: Sindhu Bhavan Marg, PRL Colony, Bodakdev, SBR (Sindhu Bhavan Road), Ahmedabad – 380054, Gujarat
Officer in Charge: Grievance Redressal Officer