Return, Refund, Cancellation & Exchange Policy — Embroze

Last Updated: January 1, 2026

At Embroze, we carefully inspect and securely pack every fragrance before dispatch. We want every customer to have a smooth and satisfying shopping experience.

Because our products are fragrances and personal-use items, certain restrictions apply to returns and exchanges.

1. Return Policy

Embroze accepts returns only for products that are received damaged, defective, incorrect, or incomplete.

For hygiene and product-safety reasons, we do not accept returns of perfumes that have been opened, sprayed, tested, or used.

If you receive an eligible product, please contact us within 48 hours of delivery.

2. Refund Policy

A refund may be considered if:

• You receive a damaged product.
• You receive the wrong product.
• Your product has a verified manufacturing defect.
• An item is missing from your order and cannot be replaced.
• Your order qualifies for a refund after review by the Embroze team.

Refunds are only issued after the claim has been reviewed and approved by Embroze.

The refund amount may depend on the nature of the issue and the resolution agreed upon.

3. Damaged Products

If your perfume arrives damaged, please contact Embroze within 48 hours of delivery.

We strongly recommend taking clear photos and/or a video of the package and product immediately after receiving it.

Please provide:

• Order number
• Photos of the outer packaging
• Photos of the damaged product
• Video, if available

After reviewing the evidence, Embroze may offer a replacement or refund, depending on the circumstances.

4. Wrong Product Received

If you receive a product different from the one you ordered, please contact us within 48 hours.

After verification, Embroze will arrange an appropriate solution, which may include sending the correct product or providing another suitable resolution.

Please do not open or use the incorrect product after discovering the issue.

5. Missing Product

If any item is missing from your package, notify Embroze within 48 hours of delivery.

Our team will verify your order and packing information. If the item was mistakenly omitted, we may arrange a replacement or another suitable resolution.

6. Exchange Policy

Exchanges are available only for eligible cases, such as:

• Wrong product received
• Damaged product received
• Verified defective product

Due to hygiene and product-safety considerations, opened, sprayed, tested, or used perfumes cannot be exchanged.

Exchange requests must be reported within 48 hours of delivery.

7. Change of Mind

Embroze does not accept returns or refunds simply because a customer changes their mind after receiving the product.

Similarly, if you open or use a fragrance and decide that you do not personally like its scent, the product will not be eligible for return or refund.

Fragrance preferences are subjective, and we therefore recommend reviewing the product information and fragrance notes before placing your order.

8. Order Cancellation

Customers may request cancellation before the order has been dispatched.

Please contact Embroze as soon as possible if you wish to cancel your order.

Once an order has been dispatched, cancellation may no longer be possible.

For COD orders that have already been dispatched, the order may be treated as a delivered shipment rather than a cancellation request.

9. Refunds for Cash on Delivery Orders

For approved refunds on Cash on Delivery (COD) orders, Embroze may request the customer's bank/account details or another suitable payment method.

Refunds will only be processed after the return/refund request has been reviewed and approved.

Customers should provide accurate payment information to avoid delays.

10. Refund Processing Time

Once a refund has been approved, Embroze will initiate the refund using the appropriate payment method.

The time required for the refund to reach the customer may vary depending on the payment method or financial institution.

Embroze is not responsible for delays caused by banks or third-party payment providers after the refund has been initiated.

11. Non-Returnable Products & Situations

The following are generally not eligible for return, refund, or exchange:

• Opened perfumes
• Sprayed or tested perfumes
• Used products
• Products damaged after delivery due to customer handling
• Change-of-mind requests
• Personal dislike of a fragrance
• Incorrect product selected by the customer
• Orders with an incorrect or incomplete delivery address
• Products returned without prior approval from Embroze

12. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information when placing an order.

This includes:

• Full name
• Active phone number
• Complete address
• City
• Area/locality
• Any necessary delivery instructions

If an order is returned because of an incorrect address, unreachable phone number, refusal to accept the parcel, or repeated failed delivery attempts, additional delivery charges may apply if the customer requests re-delivery.

13. Return Shipping

If a return is approved because the wrong, damaged, or defective product was sent by Embroze, we will determine the appropriate return-shipping arrangement on a case-by-case basis.

Customers should not send products back without first contacting Embroze and receiving return instructions.

Unauthorized returns may not be accepted.

14. How to Request a Return or Refund

To request a return, replacement, exchange, or refund, contact Embroze Customer Support within 48 hours of receiving your order.

Please include:

Order Number:
Customer Name:
Contact Number:
Reason for Request:
Photos/Videos:

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

15. Final Review

All return, exchange, replacement, and refund requests are subject to review by the Embroze team.

We reserve the right to reject a request if it does not meet the conditions outlined in this policy.

Our goal is to handle every genuine issue fairly while maintaining product hygiene and customer safety.

Contact Us

If you have any questions regarding our Return, Refund, Cancellation, or Exchange Policy, please contact Embroze Customer Support.

Embroze — Crafted for Modern Elegance.