Refund policy

Return & Refund Policy

Last updated: 8 July 2026

In short: All sales on Sniff.co.in are final once delivered. We do not offer returns, exchanges, or refunds for change of mind, incorrect selection, or scent preference — on full-size bottles, testers, samples, or decants. The only exceptions are products that are physically damaged in transit, have a sprayer malfunction, or arrive chipped/cracked, and even these are resolved by replacement, not refund. A time-stamped, unbroken unboxing video is mandatory to claim any exception — without it, the claim will be rejected.

1. General Policy — No Returns Once Delivered

Once an order is delivered, it cannot be returned, exchanged, or refunded, regardless of the product type (full-size perfume, tester, sample, or decant), except for the specific exceptions listed in Section 2 and Section 3 below. We do not accept returns on the grounds of:

  • Change of mind or "I don't like the fragrance"
  • Ordered the wrong size, variant, or fragrance by mistake
  • Product performance, longevity, or sillage not meeting expectations (fragrance is subjective and skin chemistry varies person to person)
  • Minor variation in packaging, batch, or box design compared to website images

2. Full-Size Perfume Bottles — Exceptions Eligible for Replacement

We will replace a full-size bottle only if it falls into one of these three categories:

Eligible Issue Description
Damaged in transit Bottle, box, or outer packaging visibly crushed, broken, or leaking due to courier handling.
Sprayer/pump issue Sprayer/atomizer is faulty, not priming, clogged, or leaking on delivery.
Chipped bottle Glass bottle received with a chip, crack, or manufacturing defect.

2.1 Mandatory Unboxing Video Proof

A continuous, unedited video recording of the parcel being opened for the first time is compulsory for any of the above claims. The video must clearly show the sealed parcel, the shipping label/AWB number, and the unboxing process without cuts or pauses. Claims submitted without a valid unboxing video will be rejected outright — no exceptions.

2.2 Reporting Window

You must report the issue with the video and clear photos within 24 hours of delivery, via email/WhatsApp to +917259507265 or hello@sniff.co.in along with your Order ID. Claims raised after 24 hours will not be entertained, as the video proof is the only way we can verify the parcel was tampered-free at the time of opening.

2.3 Resolution — Replacement Only

Approved claims are resolved by sending a free replacement of the same product (same fragrance, size, and batch where available). We do not issue cash refunds, bank transfers, or store credit for these claims — only a like-for-like replacement.

3. Testers & Samples (Decants) — Special Policy

Our samples/testers are shipped in customised 10ml, 20ml, or 30ml decant bottles fitted with high-quality sprayers, filled specifically to fulfil your order.

3.1 No Returns, No Exceptions

Samples and testers are strictly non-returnable under all circumstances — including the damage-in-transit, sprayer, or chipped-bottle grounds that apply to full-size bottles. This is because the sample's intended purpose (letting you try the fragrance) is considered fulfilled the moment it is delivered to you, regardless of the container's condition thereafter.

3.2 Damaged Samples — Exchange Only (Not Return, Not Refund)

If a sample/tester arrives damaged (leaking, broken sprayer, cracked decant bottle), you are eligible only for an exchange of the same product — not a return and not a refund. The same 24-hour unboxing video proof requirement in Section 2.1 and 2.2 applies. Once verified, we will dispatch a fresh decant of the identical fragrance and size at no extra cost.

3.3 Decant Orders Cannot Be Cancelled

Because decants are freshly measured and bottled specifically for your order, orders containing samples/testers/decants cannot be cancelled once placed — including before dispatch. Please review your fragrance selection, size, and quantity carefully before checkout.

4. Order Cancellation

Order Type Cancellation Allowed?
Samples / Testers / Decants Not allowed at any stage, as these are procured and bottled specifically for your order.
Full-size bottles (not yet dispatched) [Confirm: allowed within X hours of order placement, subject to order not yet packed/shipped]
Full-size bottles (dispatched/shipped) Not allowed. Once shipped, the order must be received; return is only possible via the exceptions in Section 2.
Please confirm and fill in the cancellation window for non-decant orders (e.g., "within 2 hours of order placement, before it is packed") — flagged here as it wasn't specified.

5. How Approved Returns/Exchanges Are Picked Up

  1. Serviceable areas: Once your claim is approved, we will arrange a reverse pickup through our courier partner from your delivery address at no cost to you.
  2. Non-serviceable areas: If our courier partner cannot service reverse pickup at your location, you will need to self-ship the product to our facility at the address below:
    Bangalore, Karnataka, 560078
  3. Shipping cost reimbursement: When you self-ship, you can claim a flat ₹99 towards the courier cost you incurred. Send us a photo of the courier receipt (showing amount paid) along with your Order ID after dispatch, and the ₹99 will be [confirm mode: e.g., transferred via UPI / credited as store credit / adjusted in the replacement invoice] within [1 business days] of us receiving the returned product back in good order.
Note: since resolutions are replacement/exchange only (Section 2.3, 3.2), the ₹99 courier reimbursement is the only cash amount ever paid out under this policy — everything else is a like-for-like replacement, not a refund.

6. Step-by-Step: How to Raise a Claim

  1. Record a continuous unboxing video of the sealed parcel from the moment you begin opening it.
  2. Within 24 hours of delivery, email/WhatsApp with: Order ID, the unboxing video, clear photos of the damage/issue, and a brief description.
  3. Our team reviews the claim within 2 business days and confirms approval/rejection over email/WhatsApp.
  4. If approved: we arrange reverse pickup, or ask you to self-ship (Section 5), and dispatch your replacement/exchange once the item is received back (or immediately, at our discretion, for verified video evidence).

7. Frequently Asked Questions

Q: Can I return a perfume simply because I don't like how it smells on me?

No. Fragrance is subjective and depends on individual skin chemistry, so we do not accept returns, exchanges, or refunds for scent preference on any product.

Q: I forgot to record an unboxing video — can I still claim a damaged product?

No. The unboxing video is mandatory proof that the item was already in that condition when the sealed parcel was opened. Claims without this video will be rejected, with no exceptions made.

Q: What if only one item in a multi-item order is damaged/chipped/faulty?

Only the affected item is eligible for replacement (or exchange, for samples), provided it meets the eligibility criteria in Section 2 or 3.2 and the video proof clearly shows that specific item's condition. The rest of the order is unaffected.

Q: I received the wrong product/fragrance in my order — what happens?

Report it within 24 hours with your unboxing video and Order ID. Once verified, we will arrange for the correct item to be shipped to you and the incorrect item to be picked up/returned at our cost.

Q: Do you offer a cash refund for any product?

No. Full-size bottles with a valid exception claim are resolved via replacement. Samples/testers/decants are never returned or refunded — damaged ones are exchanged. The only monetary amount reimbursed under this policy is the flat ₹99 towards self-shipping cost, described in Section 5.

Q: Can I cancel my order after placing it?

Orders containing samples, testers, or decants cannot be cancelled at any stage. [Full-size-bottle-only orders: confirm your cancellation window here.]

Q: My order shows "delivered" but I never received it — what do I do?

Contact us within 24 hours of the delivery timestamp shown by the courier at hello@sniff.co.in so we can investigate with the courier partner.

Q: How long will my replacement/exchange take to arrive?

5-7 business days from approval

Q: What condition should the item be in when I hand it over for pickup or self-ship it?

The item should be returned as-is (do not discard the damaged product, original box, or packaging) along with any accessories it was delivered with, so our team can verify the reported issue.

Q: What if my replacement/exchange also arrives damaged?

The same process applies — record an unboxing video and report within 24 hours of delivery of the replacement. We will investigate and issue a further replacement/exchange upon verification.

Q: Who do I contact for return/refund queries?

Email Us @ hello@sniff.co.in

8. Contact Us

For any return, exchange, or damage-claim queries, reach us at: