Return and Refund

At Phium Essence, we take great care to ensure that every fragrance reaches you safely and in excellent condition. Due to the personal-use and hygiene-sensitive nature of perfumes and fragrance products, returns and refunds are subject to the conditions outlined below.
1. Return Eligibility
A product may be eligible for return or replacement if:
You received a damaged or leaking product.
You received an incorrect product, size, or variant.
The product was defective at the time of delivery.
The product is unopened, unused, and returned in its original condition where a return has been specifically approved by us.
Any issue with an order should be reported to us within 24 hours of delivery.
2. Non-Returnable Products
For hygiene, safety, and product-integrity reasons, we generally cannot accept returns or exchanges for:
Perfumes that have been opened, sprayed, tested, or used.
Products with broken or removed seals, where applicable.
Products with damaged, altered, or missing original packaging caused after delivery.
Discovery sets, samples, testers, or promotional/free products, unless damaged or incorrectly supplied.
Products purchased during clearance or marked as non-returnable.
Products returned because the customer does not like the fragrance after opening or testing it.
Fragrance preference is subjective. A fragrance smelling different from what a customer expected, or developing differently on an individual’s skin, does not by itself constitute a product defect.
3. Damaged, Leaking or Incorrect Products
If you receive a damaged, leaking, defective, or incorrect product, please contact us within 24 hours of delivery.
Please provide:
Your order number.
Photographs of the outer shipping package.
Photographs of the product and its packaging.
Clear photographs showing the damage, leakage, defect, or incorrect item.
An unboxing video, where available.
Please retain the product and all original packaging until your request has been reviewed.
After verification, we may offer a replacement, refund, or other appropriate resolution, depending on the circumstances and product availability.
4. Unboxing Video
We strongly recommend recording a continuous unboxing video from the moment the sealed courier package is opened.
For claims involving missing products, incorrect quantities, significant physical damage, or suspected tampering, an unboxing video may be requested to help us verify the claim.
Failure to provide an unboxing video does not automatically invalidate a genuine claim, and each case will be reviewed based on the available evidence and applicable law.
5. Change of Mind
We generally do not accept returns because of a change of mind once a perfume has been opened, tested, or used.
If you wish to request cancellation or modification of an order before dispatch, please contact us as soon as possible. We will try to accommodate your request, but cancellation cannot be guaranteed once the order has been processed or shipped.
6. Return Approval
Do not send any product back without contacting us and receiving return instructions.
If your return is approved, we will provide details regarding the return procedure and, where applicable, the return address.
Products returned without authorization may not be accepted.
7. Condition of Returned Products
Approved returns must, unless the return concerns a damaged or defective product:
Be unused and unopened.
Be in their original packaging.
Include all accessories, labels, seals, and promotional items supplied with the order.
Be securely packed to prevent damage during return transit.
We reserve the right to reject a return if the returned product does not meet the approved return conditions, subject to applicable consumer law.
8. Return Shipping Charges
If the return is due to an incorrect, damaged, leaking, or defective product supplied by us, reasonable return shipping arrangements or charges will be handled by us as applicable.
For any other return specifically approved by us, return shipping charges may be borne by the customer.
9. Refunds
Once an approved returned product has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will generally be processed to the original payment method used for the order.
Please allow approximately 5–10 business days after refund processing for the amount to reflect in your account. Actual timelines may vary depending on your bank, card issuer, UPI provider, or payment gateway.
10. Shipping Charges
Original shipping charges are generally non-refundable unless:
The entire order was damaged or defective.
An incorrect order was supplied by us.
A refund of such charges is otherwise required under applicable law.
11. Order Cancellation
You may request cancellation before the order is dispatched.
Once an order has been dispatched, cancellation may not be possible. If the shipment is already in transit, the applicable return conditions will apply.
We reserve the right to cancel an order in cases including payment failure, suspected fraud, incorrect pricing, stock unavailability, or circumstances beyond our reasonable control. Any payment collected for an order cancelled by us will be refunded as applicable.
12. Refused or Undeliverable Shipments
If an order is returned to us because of an incorrect or incomplete address, repeated unsuccessful delivery attempts, refusal to accept delivery, or another reason attributable to the customer, any refund may be processed after deducting applicable shipping or return-to-origin charges, where legally permissible.
13. Allergies and Skin Sensitivity
Fragrances may contain ingredients that can cause sensitivity or allergic reactions in some individuals.
Customers should review available ingredient information and perform appropriate precautions before use.
An individual sensitivity or allergic reaction does not necessarily mean that the product is defective. However, nothing in this policy limits any rights available to a customer where a product is defective, unsafe, incorrectly labelled, or otherwise does not comply with applicable law.
14. Consumer Rights
Nothing in this Refund & Return Policy is intended to exclude or restrict any statutory rights or remedies available to consumers under applicable Indian law.
Where there is a conflict between this policy and a mandatory legal requirement, the applicable legal requirement will prevail.
15. Contact Us
For return, replacement, cancellation, or refund requests, please contact:
Phium Essence
Email: contact AT phium DOT in
Address: WZ-257, First Floor, Street No. 9,
Lajwanti Garden, New Delhi, 110046, INDIA
When contacting us, please include your order number and details of the issue so that we can assist you efficiently.