Return & Refund Policy

Due to the nature of our products, Sugandhya does not accept returns or offer refunds.

Please Note

  • All purchases are final

  • No returns for opened, used, or partially used products

  • No refunds for fragrance preference or minor packaging variations

Damaged or Incorrect Orders

At Sugandhya, we take utmost care in packaging and delivering your orders to ensure they reach you in perfect condition.

However, in rare cases where a product is received damaged, we’re here to help.

1. Mandatory Unboxing Video Requirement

To process any request for return or replacement due to damage, an unboxing video is mandatory.

The video must be recorded from the moment the package is sealed and opened and should clearly show:

  • The outer packaging

  • The opening process

  • The condition of the product inside

This helps us accurately verify and understand when and how the damage occurred, ensuring a fair resolution.

2. Requests Without Unboxing Video

In the absence of an unboxing video, we will not be able to process returns or replacements, as it becomes difficult to determine whether the damage occurred during transit or after delivery.

3. Reporting Timeline

Any damage or issue must be reported within 24 hours of delivery. Requests raised after this window may not be eligible for review.

4. Resolution Process

Once verified, eligible cases will be offered either:

  • A replacement, or

  • Store credit / refund, as applicable

5. Discretionary Support

While we strive to maintain strict quality standards, in certain cases, we may offer a goodwill gesture (such as a coupon) at our discretion.

Cancellation Policy

Orders can only be cancelled before dispatch.

Once the order has been shipped, it cannot be cancelled.

For prepaid orders, if a cancellation is requested by the customer after the order has been processed for packing or shipped, 40% of the order value will be deducted towards logistics, processing, and packing charges. The remaining eligible amount, if any, will be refunded to the original payment method.

RTO / Delivery Refusal Policy

For prepaid orders, if an order is returned to origin (RTO) due to the customer:

  • Refusing to accept the order at the doorstep

  • Not being available to receive the order after delivery attempts

  • Not responding to calls from the delivery partner

  • Providing an incorrect or incomplete address

  • Any other reason attributable to the customer

40% of the order value will be deducted towards logistics, return shipping, processing, and packing charges. The remaining eligible amount, if any, will be refunded to the original payment method after the order is received back by Sugandhya.

Once an order has been shipped, customers are requested to accept the delivery. If the order is refused or remains undelivered due to reasons attributable to the customer and subsequently becomes RTO, the above charges will apply.

To request a cancellation before dispatch, contact us immediately at sugandhyaofficial@gmail.com.