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Returns & Refunds Policy

Last Updated: [25/08/2026]

At Family Perfume House (FPH), we take care to pack and dispatch every order properly. However, if you receive a damaged, defective, incorrect, or incomplete product, we are here to help.

Please read the following policy before placing your order.

1. Eligible Return / Replacement Cases

A return or replacement request may be considered in the following situations:

  • You received a wrong product.

  • The product received is damaged during transit.

  • The product is defective or unusable upon delivery.

  • Any item is missing from the delivered order.

  • The product received is materially different from what was ordered.

All claims are subject to verification by Family Perfume House.

2. Unboxing Video

For damaged, incorrect, or missing-item claims, customers are strongly advised to record a continuous unboxing video starting from the sealed package and showing the product and packaging clearly.

The video may be required to verify the claim and determine eligibility for replacement or refund.

3. Time Limit for Reporting an Issue

Any issue with an order should be reported within [e.g. 24 hours] of delivery.

Requests received after this period may not be accepted unless the issue is covered by applicable law or is otherwise approved by FPH.

4. Products That May Not Be Eligible for Return

For hygiene, safety, and product-quality reasons, opened or used fragrance products may generally not be eligible for return unless the product is defective, damaged, incorrect, or otherwise covered under applicable consumer protection requirements.

This may include:

  • Opened or used perfumes

  • Opened solid wax perfumes

  • Used fragrance candles

  • Products damaged after delivery due to customer handling

  • Products without their original packaging, where packaging is necessary to verify the claim

5. Change of Mind

If you simply change your mind after receiving the product, return eligibility will depend on the product condition, applicable law, and FPH's return policy.

For fragrance and personal-use products, opened or used products may not be eligible for return.

6. Refunds

If a refund is approved, the refund amount and method will depend on the circumstances of the order and the applicable payment method.

Approved refunds will be processed through [ payment gateway / original payment method / other method].

The time taken for the amount to appear in your account may depend on the payment provider or bank.

7. Replacement

Where appropriate, FPH may offer a replacement instead of a refund.

Replacement availability may depend on stock availability.

If the same product is unavailable, FPH may offer an alternative resolution, including a refund where applicable.

8. Shipping Damage

If your package appears damaged at the time of delivery, please take photographs/videos of the package before opening it and contact us as soon as possible.

This helps us investigate transit-related damage with the shipping partner.

9. Cancellation

Order cancellation requests should be made as soon as possible after placing the order.

Once an order has been processed, packed, or dispatched, cancellation may not be possible.

Cancellation terms may vary depending on the order status and payment method.

10. How to Request a Return or Refund

To report an issue, contact us through:

WhatsApp: [+91 8140091431]
Email: [info@familyperfumehouse.com]
Customer Support Hours: [10:00AM to 08:00PM]

Please provide:

  • Order ID

  • Customer name

  • Registered mobile number

  • Product name

  • Description of the issue

  • Clear photographs/videos of the product and packaging

  • Unboxing video, where applicable

Our team will review the request and contact you with the next steps.

11. Important Note

This policy does not limit any rights or remedies available to consumers under applicable Indian consumer protection laws.

Family Perfume House reserves the right to verify every return, replacement, and refund request before approving it.

Family Perfume House (FPH)
[Business Address — 273, Rajworld Shopping Center, Ugat canal road, Adajan, Surat-395009]
[Email — info@familyperfumehouse.com]
[Phone / WhatsApp — +91 8140091431]