REFUND & RETURN POLICY

Last Updated: September 2026

At Nnisah, we take great care in preparing, inspecting, and packaging every fragrance before it leaves our facility.

Because perfumes are personal-use products and fragrance preference is subjective, our return and refund policy is designed to protect both our customers and the integrity of our products.

This policy applies to purchases made directly through our website.

1. Eligibility for Returns

A product may be eligible for return, replacement, or refund where:

• You received the wrong product.

• The product is damaged during transit.

• The product is leaking or materially damaged on arrival.

• The product has a verified manufacturing defect.

• The product is materially different from what was ordered or advertised.

• A product is missing from your shipment.

• The product has another verified issue covered by applicable law.

Any remedy will be subject to verification and applicable law.

2. Products That Cannot Normally Be Returned

For hygiene, safety, and product-integrity reasons, we generally do not accept returns of perfume products that have been:

• Opened;

• Sprayed or used;

• Partially consumed;

• Tampered with;

• Altered;

• Damaged after delivery due to customer handling; or

• Returned without the original packaging where the packaging is reasonably required to verify the issue.

We also generally do not accept returns solely because:

• You do not personally like the fragrance;

• The fragrance smells different on your skin than expected;

• The fragrance performance differs from your personal expectation;

• You changed your mind after opening or using the product; or

• You selected the wrong fragrance.

Nothing in this section limits any consumer rights that cannot legally be excluded.

3. Customized & Personalized Products

Customized products may include:

• Personalized perfume bottles;

• Custom labels;

• Customized packaging;

• Engraving;

• Customized fragrance combinations;

• Personalized names or messages;

• Bespoke packaging or branding.

Because these products may be manufactured specifically according to your instructions, customized products are generally not eligible for cancellation, return, exchange, or refund once production has commenced, except where the product is defective, damaged, incorrectly produced, or otherwise subject to a remedy under applicable law.

Customers are responsible for checking all spelling, names, logos, artwork, colours, and other information supplied for customization before production.

4. Reporting a Damaged or Incorrect Product

If your order arrives damaged, leaking, tampered with, incorrect, or incomplete, please contact us within [24/48] hours of delivery.

Please provide:

• Order number;

• Customer name;

• Contact number;

• Photographs of the outer package;

• Photographs of the product;

• Video of the package/product, where available;

• Description of the problem.

For transit-damage claims, we strongly recommend taking photographs or video before opening the package, where possible.

Please retain the original product and packaging until your claim has been resolved.

5. Verification Process

After receiving your complaint, our team may review:

• Order details;

• Product photographs;

• Packaging photographs;

• Unboxing video, where available;

• Batch or product information;

• Courier records;

• Delivery records; and

• Other relevant information.

We may request that the product be returned to us for inspection.

A return or replacement will be approved only after reasonable verification of the reported issue.

6. Return Shipping

Where the return is approved because the product was:

• Incorrectly supplied;

• Damaged during transit;

• Defective; or

• Otherwise eligible for return under applicable law,

we will arrange or reimburse reasonable return shipping costs as applicable.

Where a return is requested for a reason not covered by this policy, the customer may be responsible for applicable return shipping costs.

7. Replacement

Where a product is confirmed to be defective, damaged, incorrect, or otherwise eligible for replacement, we may provide a replacement product, subject to availability.

If the same product is unavailable, we may provide an appropriate alternative remedy, including a refund where applicable.

8. Refunds

If a refund is approved, the refund will generally be processed through the original payment method used for the purchase, where technically and legally possible.

The amount refunded may depend on the circumstances of the case and may include the applicable product price and eligible shipping charges.

Refunds will be processed within [X] business days after approval of the refund.

The time taken for the amount to appear in your bank account, card, UPI account, or other payment method may vary depending on the relevant payment provider or financial institution.

9. Refund for Cancelled Orders

If you request cancellation before your order has been dispatched and the cancellation is accepted, we will process an eligible refund through the applicable payment method.

Once an order has entered processing, customization, or dispatch, cancellation may no longer be possible.

For customized products, cancellation restrictions may apply once production has commenced.

10. Failed or Returned Deliveries

If an order is returned to us because of:

• Incorrect address;

• Incomplete address;

• Incorrect phone number;

• Customer refusal;

• Repeated failed delivery attempts;

• Customer unavailability; or

• Other reasons attributable to the customer,

we may contact you regarding re-delivery.

Additional shipping charges may apply for re-dispatch where permitted.

Any refund for a returned shipment will be handled after verification and in accordance with applicable law and this policy.

11. Orders Marked as Delivered but Not Received

If the courier tracking system shows your order as delivered but you have not received it, please contact us as soon as possible.

We may investigate the matter with our logistics partner and request delivery-related information.

Please provide your order number and registered contact details when contacting us.

12. Fragrance Preference & Performance

Perfume is a subjective product, and fragrance perception and performance may vary from person to person.

Differences may occur due to:

• Individual skin chemistry;

• Body temperature;

• Climate;

• Humidity;

• Application method;

• Number of sprays;

• Skin type;

• Clothing material;

• Storage conditions; and

• Individual perception.

Therefore, a customer preference regarding fragrance character, projection, sillage, or longevity does not by itself constitute a product defect.

Where we provide fragrance-performance information, such information should be understood in the context in which it is stated and is not necessarily a guaranteed result for every customer or environment.

13. Product Allergies or Sensitivity

Customers should review the ingredient information provided with the product before use.

If you have known allergies or sensitivities, please take appropriate precautions before using the product.

If you experience irritation or an adverse reaction, discontinue use and seek appropriate professional advice where necessary.

A reaction resulting from an individual sensitivity does not automatically establish that the product is defective.

Any complaint relating to product safety will be reviewed separately and in accordance with applicable law.

14. Promotional Products & Gifts

Free gifts, promotional samples, complimentary products, or promotional accessories included with an order may not have a separate cash value and may not be refundable independently.

If the main order is eligible for a refund, the treatment of promotional items will depend on the specific promotion and applicable terms.

15. Sale and Promotional Orders

Products purchased during a sale, promotional campaign, launch offer, or special event remain subject to this Refund & Return Policy unless specific terms were displayed at the time of purchase.

Any special return or refund conditions applicable to a particular promotion will be disclosed at the time of purchase.

16. Refund Processing Time

Once a refund has been approved, we aim to initiate the refund within [X] business days.

The actual credit time may depend on the payment gateway, bank, card issuer, UPI provider, or other financial institution.

We are not responsible for delays caused solely by third-party financial institutions after the refund has been successfully initiated by us.

17. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or waive any rights or remedies available to consumers under applicable Indian law.

Where applicable law provides a consumer with a right to return, replacement, cancellation, or refund, such rights will continue to apply.

The Consumer Protection (E-Commerce) Rules, 2020 require relevant e-commerce information regarding returns, refunds, exchanges, delivery and related costs to be disclosed clearly, and address circumstances involving defective, deficient, spurious, incorrectly advertised/agreed, or certain late-delivered goods.

18. How to Request a Return or Refund

To request a return, replacement, or refund, please contact:

[BRAND NAME]

Email: [CUSTOMER SUPPORT EMAIL]
Phone/WhatsApp: [PHONE NUMBER]

Please include:

Order Number:
Name:
Registered Mobile Number:
Reason for Request:
Photographs/Videos:

Our customer-support team will review your request and communicate the next steps.

19. Contact Information

[BRAND NAME]
[LEGAL COMPANY NAME]
[COMPLETE BUSINESS ADDRESS]
Mumbai, Maharashtra, India

Email: [EMAIL ADDRESS]
Phone: [PHONE NUMBER]
Website: [WEBSITE URL]

Customer Support Hours: [DAYS & HOURS]

Our Commitment

We want every customer to have confidence when purchasing from [BRAND NAME].

If there is a genuine issue with your order, please contact us promptly. We will review the matter fairly and work toward an appropriate resolution in accordance with our policies and applicable law.