This policy outlines the terms and conditions for exchanging products purchased from our website, [Website URL] ("Site"), for perfumes and attars from Rooh and Radiance ("we," "us," or "our"). We do not offer returns for reasons other than receiving a damaged product.

1. Eligibility for Exchange

• We only offer exchanges if the product you received is damaged.

• To be eligible for an exchange, you must provide an unboxing video as proof of damage.

2. Unboxing Video Requirement

• To ensure a smooth exchange process and to protect both our customers and ourselves from potential scams, the following conditions apply to the unboxing video:

  • The video must be recorded continuously, starting with your name and order number + product name along with showing the package being opened from all sides.

  • The video must clearly show the product's condition as it is removed from the packaging.

  • The video must include a clear view of the time, either on a phone screen or a wall-mounted clock, during the unboxing process. This is to verify the video's authenticity and prevent tampering.

  • The video must be of good quality, with clear audio and visual evidence of the damage.

3. Timeframe for Reporting Damage

• Any damage must be reported to us immediately, within 24 hours of receiving the package. Claims reported after this period will not be accepted.

4. Exchange Process

• If you receive a damaged product, please follow these steps:

  • Record an unboxing video as per the requirements in Section 2.

  • Contact our customer support team immediately at [8369793354] or [roohandradiance@gmail.com] within 24 hours of receiving the package.

  • Provide your full name, order number, the unboxing video, and clear photos of the damaged product.

  • Our customer support team will review your claim and guide you through the exchange process.

5. Options for Damaged Products

• Exchange:

  • We will arrange for the damaged product to be picked up from your location.

  • Once we receive the damaged product, we will conduct a quality check to verify the damage and the product's authenticity.

  • If the product passes our quality check, we will ship a replacement product to you.

  • You will be responsible for paying the actual shipping cost of the replacement product, as indicated on the shipping label.

• Refund (Instead of Exchange):

  • If you prefer a refund instead of an exchange, a deduction of 20% of the original invoice amount will be applied.

  • The remaining amount will be refunded to your account within 5-7 business days.

  • Refunds will be processed via UPI or bank transfer. You must provide your correct UPI or bank account details. You are responsible for double-checking the accuracy of the provided information. We will not be liable for any errors in the transfer due to incorrect bank or UPI details provided by you. We will confirm the refund amount with you before processing. If the refund is sent to the wrong account due to your error, we will not be obligated to make a second payment.

6. Conditions for Exchange

• Exchanges are only offered for products damaged upon arrival, as evidenced by the unboxing video, and reported within 24 hours.

• We do not offer exchanges for reasons such as "change of mind," "not liking the fragrance," or any damage caused after the product has been used or handled improperly by the customer.

7. Verification of Returned Products

• We reserve the right to verify the condition of the returned product and the authenticity of the damage claim.

• If the returned product's damage is found to be inconsistent with the original product shipped, or if we suspect any fraudulent activity (e.g., the damaged product sent from the customer is not the original product), we will not ship a replacement product or issue a refund.

• In such cases, if the customer still wants the product, they will be required to pay the full price of a new product before we ship it to them.

8. Non-Exchangeable Items

• Certain items may be non-exchangeable due to hygiene reasons or other specific conditions. This will be clearly indicated on the product page at the time of purchase.

9. Changes to This Policy

• We may update this Exchange Policy from time to time. We will post any changes on our Site and update the effective date.

• We encourage you to review this Exchange Policy periodically.

10. Contact Us

• If you have any questions or concerns about our Exchange Policy, please contact us at:

Rooh and Radiance

[roohandradiance@gmail.com]