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At Family Perfume House, we want you to be completely satisfied with your purchase. If you’re not happy with your product, we offer an exchange policy to ensure you have the best experience shopping with us. Please read our Exchange Policy carefully for more information.
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1. Eligibility for Exchange
To be eligible for an exchange, the following conditions must be met:
The item must be in its original condition, unused, and in the same packaging as received.
The item should be within 10 days of the delivery date.
Products purchased on sale or as part of a promotional offer are not eligible for exchange unless specified.
The product should be in a resellable condition (e.g., no damage, no signs of usage, and original seals must be intact).
2. Items Eligible for Exchange
The following items can be exchanged under the policy:
Perfumes: If the product is unopened and unused, it can be exchanged.
Candles and Fragrances: Products that are unopened and in their original packaging.
Unfortunately, we cannot accept exchanges for products that have been used, opened, or damaged (except in the case of defective items).
3. How to Request an Exchange
If you wish to exchange your product, please follow these steps:
Contact Us: Reach out to our customer support team at familyperfumehouse@gmail.com or call us at WhatsApp within 10 days of receiving your order. Include your order number, details of the product you wish to exchange, and the reason for the exchange.
Return Authorization: Our team will review your request and provide you with a Return Authorization Number (RAN), along with instructions on how to return the item. Please do not send your product back before receiving this number.
Return the Product: After receiving the Return Authorization Number, securely pack the item in its original packaging (if available) and send it to the address we provide. The product must be returned to us within 10 days of receiving the Return Authorization.
Inspection: Once we receive your returned item, we will inspect it to ensure it meets the eligibility criteria. If it is accepted, we will process the exchange.
4. Exchange Process
Once the returned product is inspected and approved, we will initiate the exchange.
You can exchange for the same product or choose a different product of equal value. If the new product is of a higher value, you will be required to pay the difference.
If the requested product is out of stock, we will inform you, and you can either wait for restocking or choose a different item.
5. Non-Exchangeable Items
The following items are not eligible for exchange:
Products purchased on sale or as part of special promotions (unless otherwise stated).
Products that have been opened, used, or damaged.
Items that are returned after 10 days from the delivery date.
6. Shipping Costs for Exchanges
Return Shipping: You will be responsible for the shipping costs associated with returning the product.
New Shipment: If your exchange request is approved, we will cover the cost of sending the exchanged product to you within India.
7. Damaged or Defective Products
If you received a damaged or defective product, we sincerely apologize. Please contact our customer support team within 48 hours of receiving the product, and we will provide you with a full exchange or replacement, at no additional cost.
Please ensure the following:
Take clear photos and Unboxing video of the damaged or defective product and packaging.
Include your order number and a detailed description of the issue.
8. Contact Us
If you have any further questions or concerns regarding our exchange policy, please do not hesitate to contact our customer service team:
Family Perfume House
Email: familyperfumehouse@gmail.com
Phone: +91 8140091431, +91 7265997656
Address: 273, Raj World Shopping Center, Ugat Canal Road, Palanpure, Surat – 395009
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