Refund policy

At Fragrance Factor Luxury, every order is checked and sealed before dispatch. If your order reaches you damaged or with an opened seal, we are here to make it right.

1. Eligibility for Returns

We accept return requests only in the following cases:

The product was received damaged or broken
The product seal was found opened or tampered with on delivery

To be eligible, the request must be raised within 24 hours of delivery and must be supported by a complete unboxing video.

2. Non-Returnable Cases

Returns, replacements, or refunds will not be accepted for:

Products where the seal was opened by the customer after delivery
Used or partially used products
Change of mind or personal preference about the fragrance
Requests raised after 24 hours of delivery
Requests without a clear, unedited unboxing video

3. Unboxing Video Requirements

Please record an unboxing video when you receive your parcel. The video should:

Start with the sealed package, clearly showing the shipping label
Be recorded continuously, without cuts or edits
Clearly show the product, seal, and any damage

4. How to Raise a Request

Email: contact@fragrancefactor.in
Phone / WhatsApp: +91 77364 96677

5. Verification

Our team will review your request and video. If everything is verified, we will arrange a replacement or a refund. We may contact you for additional details or photos if needed.

6. Replacements

Approved replacements will be dispatched within 48 hours (working days) and delivered as per our Shipping Policy timelines. Replacements are subject to stock availability. If the same product is unavailable, a refund will be issued.

7. Refunds

Approved refunds will be processed within 5 to 7 working days after verification.

Prepaid orders: refunded to the original payment method
Cash on Delivery orders: refunded to your bank account or UPI ID, which we will request from you

The time taken for the amount to reflect in your account may vary depending on your bank or payment provider.