Refund policy

Last Updated: May 28, 2025

At fragzone.co.in ("FragZone," "we," "us," or "our"), we are committed to ensuring your satisfaction with our decanted fragrance products. This policy outlines the circumstances under which we may offer replacements or address other issues related to your order. Please read this policy carefully before making a purchase.

Our General Stance on Returns & Refunds

Due to the nature of decanted perfumes and for hygiene and quality assurance reasons, we generally do not accept returns or offer refunds for products once they have been correctly dispatched and delivered as per your order. Each decant is carefully prepared and bottled based on your specific selection.

We encourage customers to be sure of their choices before purchasing. If you are new to a particular fragrance, we recommend considering smaller decant sizes first.

Damaged or Incorrect Items Received

We take utmost care in packaging and shipping your orders. However, in the unfortunate event that your order arrives with items that are damaged during transit or if you have received incorrect items (i.e., not what you ordered), we are here to help.

To report a damaged or incorrect item, please follow these steps:

  1. Contact Us Promptly: You must notify us within 48 hours of receiving your order. Please email our Customer Care team at care@fragzone.co.in.
  2. Provide Necessary Information: In your email, please include:
    • Your Order Number.
    • A clear description of the issue (e.g., "Leaked bottle," "Received wrong fragrance/size").
    • Photographic & Video Evidence: it's essential to create a clear, uncut unboxing video of your received package, Without this unedited video, we will unfortunately be unable to provide any assistance or support for missing items, damages, or other discrepancies.
    • Clear photos and a short unboxing video showing:
      • The damaged item(s) and the packaging it arrived in (if damage is visible on the box).
      • The incorrect item(s) received alongside your order packing slip.
      This evidence is crucial for us to assess the claim and process your replacement quickly.
  3. Assessment: Once we receive your email and evidence, our team will review your claim. We may ask for additional information if needed.
  4. Resolution - Replacement: If your claim is validated for a damaged or incorrect item, we will typically arrange for a replacement of the affected item(s) to be sent to you at no additional cost. We will inform you of the process and expected timeline for the replacement.

Please Note:

  • Claims for damaged or incorrect items made after 48 hours of delivery may not be eligible for replacement.
  • Do not dispose of damaged items or packaging until your claim has been resolved, as we may require them for further investigation or return (at our discretion and cost if required).
  • Minor cosmetic issues with the decant bottle or label that do not affect the fragrance itself may not qualify for a replacement.

Order Cancellations

Once an order is placed and confirmed, it immediately goes into our processing system. Therefore, we may not be able to accommodate cancellation requests if the order has already been processed or shipped. If you wish to inquire about canceling an order, please contact care@fragzone.co.in as soon as possible with your order number. We will do our best to assist if the order has not yet reached an advanced stage of processing.

Exchanges

We do not offer direct exchanges for different products or sizes once an order has been placed, due to the reasons mentioned regarding the nature of decanted products.

Subjectivity of Scent

Fragrance perception is highly personal and subjective. We provide descriptions and note breakdowns to the best of our ability, but we cannot guarantee that a fragrance will meet every individual's personal preference or perform identically on all skin types. Disliking a scent after purchase does not qualify for a refund or replacement.

We source our fragrances from authorized distributors and guarantee their authenticity. Our decants are professionally prepared from these genuine, original bottles.

Shipping Issues (Non-Delivery or Lost Packages)

If your order has not been delivered within the expected timeframe communicated by the shipping carrier, please contact us at care@fragzone.co.in. We will work with the shipping provider to investigate the status of your package. If a package is confirmed lost in transit by the carrier, we will arrange for a re-shipment of your order where possible, or discuss alternative resolutions.

Changes to This Policy

FragZone reserves the right to modify this Refund & Replacement Policy at any time. Any changes will be effective immediately upon posting the updated policy on our Site. Your continued use of the Site or purchase of products after any such changes constitutes your acceptance of the new policy.

Contact Us

If you have any questions or concerns regarding our Refund & Replacement Policy, please do not hesitate to contact our Customer Care team at care@fragzone.co.in. We are here to assist you.