Cancellation & Refund Policy
At NS Luxuries Oud and Perfumes PVT. LTD., we strive to deliver premium products and a superior customer experience. However, we understand that there may be instances where you wish to cancel an order or request a refund. To ensure transparency and clarity, we’ve outlined our cancellation and refund policy below:
Scope of the Policy
This policy outlines the conditions under which:
- (a) You may return products purchased from our website, subject to valid reasons.
- (b) You may request a refund, subject to specific eligibility criteria.
- (c) You may cancel orders within a stipulated time frame.
Please note, while we aim to offer hassle-free returns and refunds, certain limitations may apply to comply with legal, contractual, and business requirements. In some cases, product-specific Guidelines will override this policy. We strongly recommend reviewing such guidelines before making a purchase.
What Can Be Returned?
You may be eligible for a return or replacement in the following situations:
- (a) You received a damaged, leaked, or defective product (e.g., broken attar bottle or non-functional bakhoor burner).
- (b) You received a different product than what you ordered.
- (c) The product appears significantly different from its online listing.
- (d) There is a size mismatch with the product delivered.
- (e) You are unsatisfied with the fragrance quality of the product (within return window and conditions).
What Products Cannot Be Returned?
The following items are non-returnable:
- (a) Products that are used, worn, washed, or tampered with.
- (b) Items with broken seals (unless eligible for compensation).
- (c) Consumable or imported items (e.g., beard oils, imported bakhoor) once opened.
- (d) Bulk or oversized decorative items (e.g., wall hangings, large wooden artifacts).
- (e) Custom-made products (e.g., jubbahs, abayas, bishts, wooden nalains).
- (f) Wrong-sized caps selected by the customer.
- (g) Products purchased during special sales or discounts.
Conditions for Return
To be eligible for a return:
- (a) The product must be in its original, unused condition with all tags, bills, and labels intact.
- (b) Product packaging must not be damaged or tampered with.
- (c) Items must be returned in their original box or case.
- (d) Replacement is subject to product availability at the time of request.
IMPORTANT: For any damage, missing item, or theft-related claim (e.g., empty package, tampered item), you must provide an unboxing video starting from the sealed package. Without this video proof, we will be unable to process your complaint.
Refund Eligibility
To raise a return/refund request:
- Contact us via WhatsApp at +91-84748 66543 within 3 days of receiving the product.
- Include your Order ID, product image, and a clear description of the issue.
- If approved, the product must be shipped back to us within 7 days from the date of approval.
Order Cancellation Policy
- (a) Orders cannot be canceled after 12 hours of placement.
- (b) Customized products (e.g., handmade or tailored items) cannot be canceled once ordered.
- (c) If the product is not yet dispatched, cancellation requests will be accepted—please notify us as soon as possible.
Note: We reserve the right to cancel any order due to pricing errors or product unavailability.
If you have further questions or need assistance with your return or refund, please contact our customer service team on WhatsApp at +91-84748 66543. We’re here to help ensure your experience with NS Luxuries Oud and Perfumes is exceptional.
