Return and Exchange

Return, Exchange & Refund Policy

Last Updated: 14 July 2026

Thank you for shopping with The Perfume Villa.

This policy explains the conditions and process for order cancellations, returns, exchanges, replacements, and refunds for purchases made through https://theperfumevilla.com/.

Customers should review this policy before placing an order.

1. Contact Information

For return, exchange, replacement, cancellation, or refund support, contact:

The Perfume Villa
Ataldwar, LIG, Indore, Madhya Pradesh – 452001, India

Phone: +91 78799 59499
Email: Theperfume_villa@gmail.com
Website: https://theperfumevilla.com/

Please include your order number and registered contact details in every request.

2. Order Cancellation Before Dispatch

A customer may request cancellation before the order has been packed or dispatched.

To request cancellation, contact us immediately at:

A cancellation request is not confirmed until it has been accepted by our support team.

If the order has already been packed, handed over to the courier, or dispatched, cancellation may not be possible.

3. Cancellation by The Perfume Villa

We may cancel an order due to:

  • Product unavailability;

  • Incorrect pricing or product information;

  • Payment failure;

  • Incomplete or unverifiable customer information;

  • Delivery restrictions;

  • Suspected fraudulent activity;

  • Technical errors;

  • Events beyond our reasonable control.

If we cancel a prepaid order, the eligible payment will be refunded to the original payment method.

4. Return and Exchange Request Period

An eligible return, exchange, or replacement request must be submitted within 7 calendar days from the date of delivery.

Requests submitted after this period may not be accepted.

A complaint involving a product that is damaged, leaking, missing, incorrect, or visibly tampered with should preferably be reported within 48 hours of delivery so that the issue can be investigated promptly.

5. Eligible Reasons for Return, Exchange or Replacement

Subject to inspection and verification, a request may be considered where:

  • The product received is different from the product ordered;

  • The product was delivered in a damaged condition;

  • The product is leaking at the time of delivery;

  • The delivered product has a manufacturing defect;

  • An item shown on the invoice is missing from the parcel;

  • The parcel appears tampered with;

  • The product delivered is expired at the time of delivery;

  • A sealed and unused eligible product is returned in accordance with this policy.

The available resolution may be a replacement, exchange, store credit, or refund depending on the circumstances, product availability, and verification of the claim.

6. Conditions for an Eligible Return or Exchange

To qualify for return or exchange, the product must generally be:

  • Unused;

  • Unsprayed and untested;

  • Unopened;

  • In its original condition;

  • In the original packaging;

  • With the original seal intact;

  • With labels, tags, batch details, and identification marks intact;

  • Accompanied by all accessories, samples, gifts, and components supplied with the order;

  • Supported by the order confirmation or invoice.

Opening the outer courier package solely to inspect the order does not make a claim ineligible. However, opening, removing, breaking, or altering the product’s retail seal may affect eligibility unless the claim concerns a verified defect that could only be discovered after opening.

7. Non-Returnable and Non-Exchangeable Products

The following are generally not eligible for return or exchange:

  • Perfumes, fragrances, cosmetics, grooming, or personal-use products that have been opened;

  • Products that have been sprayed, tested, used, or partially consumed;

  • Products with a broken, removed, damaged, or altered seal;

  • Products damaged after delivery because of misuse, heat exposure, improper storage, mishandling, or negligence;

  • Products without original packaging, labels, batch details, or accessories;

  • Products returned because the customer no longer likes the fragrance;

  • Products returned because of personal preference regarding fragrance notes, projection, longevity, intensity, or suitability;

  • Products purchased during clearance or final-sale promotions where marked non-returnable;

  • Free gifts, samples, or promotional items;

  • Products customised or specially procured for the customer;

  • Products returned after the applicable request period;

  • Products purchased from another seller, marketplace, or website.

These restrictions are necessary because fragrance and personal-use products may be affected by contamination, tampering, authenticity concerns, and storage conditions after opening.

This section does not restrict remedies that cannot legally be excluded where a verified damaged, defective, expired, missing, or incorrect product was supplied.

8. Fragrance Preference and Performance

Fragrance perception and performance are subjective.

Factors such as skin chemistry, climate, humidity, application method, storage, formulation, and personal preference may affect:

  • Smell;

  • Projection;

  • Longevity;

  • Dry-down;

  • Intensity;

  • Overall experience.

A return or refund will not ordinarily be approved only because:

  • The customer does not like the fragrance;

  • The fragrance smells different from expectations;

  • The fragrance does not last as long as expected;

  • The product performs differently on the customer’s skin;

  • The packaging has minor differences from an online image.

Customers are encouraged to review available product descriptions and fragrance notes before purchasing.

9. Damaged, Leaking, Missing or Incorrect Products

If you receive a damaged, leaking, missing, or incorrect product, contact us promptly.

Your request should include:

  • Order number;

  • Customer name;

  • Registered mobile number or email;

  • Clear description of the issue;

  • Photographs of the outer courier packaging;

  • Photograph of the shipping label;

  • Photographs or video showing the product and issue;

  • Photograph of the invoice, where available.

We may request additional information or evidence to verify the claim.

Customers should retain the complete product, packaging, invoice, shipping label, accessories, and promotional items until the claim is resolved.

Do not discard or use a disputed product before receiving instructions from our support team.

10. Unboxing Evidence

We strongly recommend recording a continuous unboxing video, particularly for high-value or multiple-item orders.

An unboxing video can help establish:

  • The parcel’s condition at delivery;

  • Whether the seal was intact;

  • Whether an item was missing;

  • Whether an incorrect or damaged product was supplied.

Where no video is available, we may still review other reasonable evidence. Approval will depend on the facts and available verification.

11. Return Request Process

To request a return, exchange, replacement, or refund:

  1. Contact us within the applicable request period.

  2. Provide your order number and reason for the request.

  3. Submit the requested photographs, video, invoice, or other supporting information.

  4. Wait for our team to review and authorise the request.

  5. Follow the return instructions provided by our team.

  6. Pack the product securely in its original packaging.

Products sent back without prior authorisation may be refused or returned to the sender.

12. Return Shipping

Where the return is approved because we supplied a verified damaged, defective, leaking, missing, expired, or incorrect product, we may:

  • Arrange reverse pickup; or

  • Provide return-shipping instructions; or

  • Reimburse reasonable approved return-shipping costs.

Where a discretionary return is accepted for another reason, the customer may be responsible for return-shipping charges.

The customer remains responsible for securely packing the product until it is handed over to the approved courier or return partner.

13. Return Inspection

All returned products are inspected after receipt.

The inspection may verify:

  • Product identity;

  • Seal condition;

  • Usage or spraying;

  • Packaging condition;

  • Batch and identification details;

  • Missing accessories or promotional items;

  • Damage, leakage, or defects;

  • Whether the returned item matches the supplied item.

A return may be rejected where the product:

  • Has been used, sprayed, or tested;

  • Is missing components;

  • Has been substituted or altered;

  • Is damaged because of improper packing or customer handling;

  • Does not satisfy this policy;

  • Does not match the product originally supplied.

If a claim is rejected after inspection, the product may be sent back to the customer, and shipping charges may apply.

14. Exchanges and Replacements

An approved exchange or replacement is subject to stock availability.

Where the same product is unavailable, we may offer:

  • A similar product;

  • Store credit;

  • A refund;

  • Another mutually agreed resolution.

A replacement product will usually be dispatched after the returned product has been received and inspected, unless we approve an alternative arrangement.

15. Refund Approval

A refund is processed only after:

  • The cancellation is approved; or

  • The return is received and inspected; or

  • The claim is otherwise verified and approved.

The customer will be informed when the refund has been approved or rejected.

Approved refunds will generally include the amount paid for the eligible returned product.

Original delivery charges, Cash on Delivery charges, gift-wrapping charges, convenience fees, or other service charges may be non-refundable unless the order was cancelled by us or the return resulted from our verified error.

16. Refund Method

Approved refunds for prepaid orders will ordinarily be issued to the original payment method used for the transaction.

Approved refunds for Cash on Delivery orders may be issued through:

  • Bank transfer;

  • UPI;

  • Store credit;

  • Another method communicated by our support team.

For Cash on Delivery refunds, the customer may be required to provide accurate bank or UPI details. The Perfume Villa will not be responsible for delays or losses caused by incorrect details supplied by the customer.

17. Refund Processing Timeline

After approval, we aim to initiate the refund within 5 to 7 business days.

After initiation, the amount may take an additional 5 to 10 business days to appear in the customer’s bank account, card, wallet, or UPI-linked account.

The final credit timeline depends on the payment gateway, bank, card issuer, UPI provider, or other payment-service provider.

Business days exclude Sundays, public holidays, and bank holidays.

18. Failed or Duplicate Payment

If an amount is debited but no order is confirmed, or if a duplicate payment is made:

  • Contact us with the transaction reference number;

  • Provide the registered mobile number or email;

  • Share proof of debit where requested.

We will verify the transaction with the payment provider.

Failed-transaction reversals may be processed automatically by the customer’s bank or payment provider. Their processing timeline may apply.

19. Promotional Orders and Free Gifts

Where an order qualified for a discount, bundle benefit, free product, or gift based on the total order value:

  • All associated items may need to be returned;

  • The value of an unreturned gift or promotional benefit may be deducted from the refund;

  • The refund may be recalculated according to the remaining eligible order value.

Coupons and promotional discounts are not refundable as cash.

20. Partial Returns

Where only part of an order is approved for return, the refund will be calculated for the approved item after considering:

  • Product-level discounts;

  • Bundle discounts;

  • Promotional thresholds;

  • Free-shipping eligibility;

  • Free gifts;

  • Applicable non-refundable charges.

21. Refused and Undelivered Orders

Where an order is refused, unclaimed, or returned because of:

  • Incorrect address;

  • Incomplete address;

  • Customer unavailability;

  • Repeated failed delivery attempts;

  • Refusal without an approved reason;

  • Failure to answer courier verification calls,

the outward and return-shipping charges may be deducted from any eligible refund.

Repeated refusal of Cash on Delivery orders may result in Cash on Delivery being disabled for future purchases.

22. Exchange Price Difference

Where an exchange for a different product is approved:

  • The customer must pay any additional price difference;

  • Any lower price difference may be provided as a refund or store credit, depending on the approved arrangement;

  • Additional shipping charges may apply.

23. Warranty and Manufacturer Claims

Where a product is covered by a manufacturer, brand, importer, or distributor warranty, the customer may be required to contact the relevant entity directly.

We will provide reasonable order documentation where available, but approval of a manufacturer warranty claim remains subject to that entity’s terms.

24. Abuse and Fraud Prevention

We reserve the right to reject a claim, suspend an account, or restrict future purchases where there is evidence of:

  • Return fraud;

  • Product substitution;

  • False damage claims;

  • Repeated unjustified refusals;

  • Tampering;

  • Misuse of promotional offers;

  • Chargeback abuse;

  • Use of stolen or unauthorised payment credentials.

Suspected unlawful conduct may be reported to payment providers, courier partners, banks, or competent authorities.

25. Chargebacks and Payment Disputes

Before raising a chargeback or payment dispute, customers should contact us so that we can review and attempt to resolve the concern.

When a dispute is raised, we may provide the payment provider or bank with relevant records, including:

  • Order confirmation;

  • Invoice;

  • Payment reference;

  • Communication records;

  • Delivery confirmation;

  • Tracking details;

  • Return-policy acceptance;

  • Claim evidence.

Nothing in this section prevents a customer from using remedies available under applicable law.

26. Policy Changes

We may update this Return, Exchange & Refund Policy when our processes, services, products, or applicable requirements change.

The updated policy will apply from the date it is published on the website. The “Last Updated” date will indicate the latest revision.

The policy applicable on the order date will ordinarily govern that order, unless a later change is required by law or provides a more favourable remedy.

27. Grievance and Support Contact

For assistance, contact:

The Perfume Villa
Ataldwar, LIG, Indore, Madhya Pradesh – 452001, India

Phone: +91 78799 59499
Email: Theperfume_villa@gmail.com
Website: https://theperfumevilla.com/

Please include:

  • Customer name;

  • Order number;

  • Registered phone number or email;

  • Description of the issue;

  • Supporting photographs or video, where applicable.

We will make reasonable efforts to acknowledge and resolve valid complaints within an appropriate period.