Return & Refund Policy

The clock does not start when you place the order, when payment is completed, or when the parcel is dispatched or shipped. It starts only when the parcel is delivered to you.

Example: if your order is delivered on Monday at 3:00 PM, please report any damaged or missing item by Tuesday at 3:00 PM.

We use the delivery confirmation recorded by our courier partner and the delivery time recorded against your order to work out the deadline. Where a delivery time is shown on your order page, the reporting deadline is shown there too.

Claims received after the 24 hour window are not normally eligible under this voluntary policy. This time limit does not apply to remedies that the law requires us to provide, as explained in Your statutory rights.

A claim qualifies under our standard policy in two situations:

1. Damaged product. A product arrives materially damaged, for example because it was damaged during shipping.
2. Missing product. A product you paid for, and which was part of your order, is not in the delivered shipment.

Each claim must be reported within the 24 hour window and supported by the details listed in Evidence we need.

A product counts as damaged when it is materially damaged on arrival, for example crushed or broken packs, a large share of broken sticks or cones, spilled or soaked contents, or torn packaging that leaves the product unusable.

Agarbatti and dhoop are delicate products, so an occasional broken stick or a small amount of loose powder in a pack is not normally treated as material damage. If you are unsure, please send us photos within the window and we will look at it fairly.

Please keep the product, the inner packs and the outer shipping box until your claim is resolved, as we may need to see them or arrange a pickup.

A product is missing when it appears on your order and invoice, you have paid for it, and it is not in the delivered parcel. Please check the parcel and every inner pack carefully before raising a claim, because smaller items are sometimes packed inside larger boxes.

If the outer parcel looks opened, tampered with or resealed when it arrives, please photograph it before opening and, where possible, mention this to the delivery person. You will not be asked to return anything for a missing product claim.

If your entire order never arrives, that is a delivery problem rather than a missing item claim, and it is handled under our Shipping & Delivery Policy.

Because our products are fragrances that are opened and used, we do not offer voluntary returns or refunds for reasons other than damage or missing items. These include:

• changing your mind after the order is delivered;
• not liking the fragrance, or personal scent preference;
• no longer needing the product;
• ordering a product by mistake, or ordering the wrong product or quantity;
• general dissatisfaction that is not related to material damage or a missing item;
• damage caused after delivery, for example by storage, moisture or handling;
• requests made after the 24 hour reporting window.

We do not run a general exchange or replacement programme. For eligible damage and missing item claims, the resolution is a full refund as described below.

None of this limits your rights if a product is defective, not as described, incorrect, unsafe or otherwise not what you ordered. See Your statutory rights.

To review your claim quickly and fairly, please include:

• your order number;
• your name and the phone number or email address used for the order;
• the date and time of delivery;
• the reason for the claim: damaged product or missing product;
• for damaged products, clear photographs of the damaged product;
• photographs of the outer packaging and the shipping label, where available;
• for missing products, the name, variant and quantity of each missing item.

If you recorded an unboxing video, please share it, as it often helps us settle a claim faster. A video is helpful but not compulsory, and a claim will not be refused only because there is no video.

Contact our support team within 24 hours of delivery using any of the channels below. Email is best, because you can attach your photos directly.

1. Gather your order number and the photographs listed above.
2. Send them to us, stating whether the product is damaged or missing.
3. We confirm that we have received your request and let you know if we need anything else.

Your order number is in your order confirmation email, on your invoice, and under My account if you ordered while signed in. You can also find an order using Track an order.

A claim moves through three separate stages, and each one is a different event:

1. Claim submission. You send us your request and supporting details within the 24 hour window.
2. Review and approval. Our team reviews your photos, the order and packing records, and the delivery information from the courier. We may ask you for more information or a few more photos. We then tell you whether the claim is approved.
3. Refund initiation and bank processing. Once a claim is approved, we initiate the refund. Your bank or payment provider then credits it, which takes additional time as explained below.

Every claim receives a fair, good faith review based on the evidence available. We do not reject a genuine claim without reasonable investigation, and if we cannot approve a claim, we explain why.

For an approved damaged product claim, we may ask for the affected product to be returned when this is reasonably necessary, for example to inspect it or to pursue a claim with the courier.

• Please do not send anything back until we ask and give you instructions.
• When a return is needed for a confirmed transit or packing fault, we arrange a pickup or provide a return method at no cost to you.
• Keep the product and packaging safely until we confirm whether a return is needed.
• No return is ever needed for a missing product claim.

The refund covers the full amount you paid for each affected product, including the GST charged on it. If every product in the order is affected, for example where the whole shipment arrived damaged, the refund covers the entire amount paid for the order, including any shipping charge.

Payments made online through Razorpay are refunded to the original payment method. A card payment goes back to the same card, a UPI payment goes back to the same UPI account, and net banking or wallet payments go back to the same bank account or wallet. We cannot redirect an online payment refund to a different account.

Payments made by bank transfer are refunded by bank transfer, normally to the account the payment came from, after we confirm the account details with you.

We mark a refund as refunded only after it has been initiated through the payment provider or completed by bank transfer, and we share the refund confirmation with you by email.

We initiate approved refunds promptly. Once a refund is initiated, the time it takes to reach you depends on Razorpay, your bank and the payment method you used.

• Razorpay states that normal refunds to the original payment method are usually completed within 5 to 7 working days of initiation.
• Your card issuer or bank may take additional time to show the credit on your statement.
• Bank holidays and weekends are not counted as working days.

If the refund has not appeared after this period, please contact us. We will share the refund reference details available to us so that you can follow up with your bank.

A claim may not be approved under this policy if, after review, it falls outside the eligible circumstances, it was reported after the 24 hour window, or the evidence does not support it.

If you disagree with a decision, reply to us with any further information and ask for the claim to be reviewed again. You can also raise a formal complaint with our grievance contact below.

You may also contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or approach the appropriate consumer commission under the Consumer Protection Act, 2019.

This policy is our voluntary commitment. It does not exclude or limit any right or remedy you have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law.

In particular, we will not refuse to take back goods or to refund the amount paid where the law requires it, for example where goods are defective, deficient or spurious, are not of the characteristics or features advertised or described, are not the products you ordered, or are delivered late from the stated delivery schedule.

If you believe a product falls into one of these categories, please contact us as soon as you notice the problem. Reporting early, ideally within the same 24 hours, helps us investigate, but the 24 hour window does not apply to these statutory rights.

For any question about a return, refund or claim, please contact our support team. Mention your order number in every message so that we can find your order quickly.

Grievances are handled by our customer support team, who can be reached through the contact details below.

We acknowledge every complaint within 48 hours of receiving it and work to resolve it within one month of receiving it, in line with the Consumer Protection (E-Commerce) Rules, 2020.

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Rinkal Fragrance

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info@rinkalfragnance.com

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