At The Fragrance Zone, we want you to have a smooth shopping experience. Due to the nature of fragrance and personal-care products, returns are subject to the conditions mentioned below.
1. Return Period
The Fragrance Zone provides a 3-day conditional return policy for eligible sealed products.
A return request must be raised within 3 days from the date of delivery.
The return will be accepted only after the product and request are reviewed and found eligible under this policy.
2. Conditions for Return
To be eligible for a return:
- The product must be unused and unopened.
- The original seal must be intact.
- The product must be in its original packaging.
- All original packaging, accessories, tags, and included items should be retained.
- The product should not have been sprayed, tested, used, altered, or damaged by the customer.
- The return request must be raised within 3 days of delivery.
Because perfumes and fragrance products are hygiene-sensitive items, opened or used perfume products generally cannot be returned.
3. Products That May Be Eligible for Return
A return may be considered in cases such as:
- Wrong product delivered
- Damaged product received
- Product received in a condition materially different from what was ordered
- Eligible sealed product meeting the return conditions above
All return requests are subject to verification.
4. Non-Returnable Products
The following products are generally not eligible for return:
- Opened perfumes
- Used or sprayed products
- Products with broken seals
- Products damaged after delivery due to customer handling
- Products without original packaging
- Products missing accessories or components
- Products returned after the applicable return period
- Products that do not meet the return conditions
This restriction does not affect any consumer rights or remedies that cannot legally be excluded.
5. Damaged Product
If you receive a damaged product, please contact us as soon as possible and preferably within 48 hours of delivery.
Please provide:
- Order number
- Photographs of the package
- Photographs of the product
- Photographs of the shipping label
- A short description of the issue
- Video, if requested
We will review the issue and coordinate with the relevant courier/logistics partner where necessary.
6. Wrong Product
If you receive a product different from the product ordered, please contact us as soon as possible.
After verification, we may arrange an appropriate resolution, which may include replacement, return, or refund, depending on availability and circumstances.
7. Return Request Process
To request a return:
Step 1: Contact us using our official customer-care email/phone number.
Step 2: Provide your order number and details of the product.
Step 3: Provide photographs/videos if requested.
Step 4: Our team will review your request.
Step 5: If the return is approved, we will provide further return instructions.
Please do not send products back without receiving return instructions from us.
8. Return Shipping Charges
If the return is due to:
- Wrong product delivered, or
- Product damaged during delivery, or
- Another issue attributable to us,
we will review the case and, where applicable, arrange or reimburse the eligible return shipping cost.
For other eligible customer-requested returns, applicable return shipping charges may be borne by the customer.
9. Refunds
Once a returned product is received and inspected, we will determine whether the refund is approved.
For approved refunds, the refund will generally be initiated within 5–7 business days after approval.
The actual time for the amount to appear in your account may depend on the payment gateway, bank, card issuer, or other payment provider.
For online payments, refunds may generally be processed back to the original payment method used for the transaction. Razorpay’s merchant terms also state that refunds are routed to the same payment method through which the transaction was processed.
10. Cash on Delivery Refunds
For COD orders, if a refund is approved, we may request appropriate bank account/UPI details from the customer for processing the refund.
Customers should provide accurate payment details to avoid refund delays.
11. Cancellation of Orders
You may request cancellation of an order before it has been dispatched, subject to our ability to process the cancellation.
Once an order has been dispatched, cancellation may no longer be possible.
In such cases, the customer may need to follow the applicable return process after delivery, if the product is eligible for return.
12. Refund for Cancelled Orders
If an eligible prepaid order is successfully cancelled before dispatch, the applicable refund will generally be initiated within 5–7 business days.
The time taken for the amount to reflect in your account depends on your bank/payment provider.
13. Failed or Duplicate Payments
If your payment has been deducted but the order was not successfully created, please contact us with the relevant transaction details.
We will verify the transaction status with the payment gateway.
If the amount was successfully received but the order was not created, the eligible amount will be refunded through the applicable payment method/process.
14. Return Inspection
All returned products may be inspected before a refund or replacement is approved.
If the returned product is found to be opened, used, damaged, tampered with, missing components, or otherwise not in the condition required by this policy, the return may be rejected, subject to applicable law.
15. Consumer Rights
Nothing in this policy is intended to limit any consumer rights or remedies available under applicable Indian laws.
Where goods are defective, wrong, spurious, or materially different from what was advertised/ordered, applicable consumer-protection requirements may apply. The Consumer Protection (E-Commerce) Rules, 2020 also address disclosures concerning return, refund, exchange, warranty/guarantee and delivery information.
16. Contact Us
For cancellation, return, or refund-related queries:
The Fragrance Zone
Email: info@thefragrancezone.com
Phone: +919821623935
Address: NEAR HIRANANDANI SCHOOL,, 14, WING-C,, DAFFODIL BLDG.,,
ADI SHANKARACHARYA MARG,, POWAI, Mumbai Suburban,
Maharashtra, 400076