Returns & Refunds Policy

We accept a return or replacement in the following cases:

• The product arrived damaged or broken.
• The product is defective or leaking.
• You received the wrong product or the wrong variant.
• The order is missing an item you paid for.

You must report the issue within 2 days (48 hours) of delivery, by emailing hello@thefragrancetheory.in with your order number and photographs of the item and its packaging.

We do not offer returns, exchanges, or refunds for change of mind. Please read the fragrance notes and description carefully before ordering — scent is subjective, and a fragrance not smelling as you imagined is not a defect.

• Change of mind, or the fragrance not smelling as you expected.
• Any product whose seal has been broken or which has been used or sprayed.
• Products reported after the reporting window has closed.
• Products without their original packaging, box, or free gifts.

This does not affect your rights in respect of goods that are defective or not as described.

For any claim of a damaged, leaking, missing, or incorrect item, we require a continuous, unedited unboxing video that clearly shows the sealed outer package before it is opened, and continues without cuts through to the product being revealed.

Without this video we may be unable to verify the claim with our courier partner and may decline the return. We strongly recommend filming every unboxing.

Email hello@thefragrancetheory.in within 2 days of delivery with: your order number, a description of the issue, clear photographs of the product and outer packaging, and your unboxing video.

We will respond within 48 hours. If approved, we will arrange a reverse pickup at no cost to you. Please keep the product in its original packaging with all tags, boxes, and free gifts until the pickup is complete.

Once the returned item reaches us and passes inspection, we will process your refund within 5–7 business days. Refunds are issued to your choice of:

• Original payment method
• Store credit (wallet)

Refunds to the original payment method are credited within 5–10 business days after processing, depending on your bank or card issuer — that timeline is controlled by them, not by us. Store credit is applied to your wallet immediately on approval.

For Cash on Delivery orders there is no original payment method to reverse, so refunds are issued as store credit or by bank transfer to an account you nominate.

Shipping charges and any COD fee are non-refundable, except where the return is due to our error (damaged, defective, or wrong item), in which case you are refunded in full.

You may cancel an order at no charge at any time before it has been dispatched. Once the order has been handed to our courier it can no longer be cancelled, and the delivery must be completed or refused at the door.

We reserve the right to cancel any order — including after it has been placed — in cases of suspected fraud, pricing errors, or if the item is out of stock. In that event you receive a full refund.

If you are unsatisfied with how a return was handled, you may escalate to our Grievance Officer, whose details are listed below. We acknowledge complaints within 48 hours and aim to resolve them within 30 days, as required by the Consumer Protection (E-Commerce) Rules, 2020.