Cancellation & Return Policy - Pachouli Luxe
Returns, Replacements and Refunds:
How do I return an item purchased on Pachouli Luxe?
Pachouli Luxe offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 48hrs of its delivery.
Via Email
Share an email to our Customer support team at care@pachouliluxe.com within 48hrs of receiving the order.
Once your request is received, based on the outcome of the return raised, we will pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.
Which are the items that cannot be returned/exchanged?
Returns will not be accepted under the following conditions:
- Product is damaged due to misuse/overuse
- Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
- Serial Number is tampered with.
- Defective products that are not covered under Seller/Manufacturer’s warranty
- Product is used or altered
- If request is initiated after 48hrs of order delivery
- Free product provided by brand
I have received a damaged or defective item/wrong product in my order, how should I proceed?
Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 48hrs of receiving the order:
Via Email
Share an email to our Customer support team at care@pachouliluxe.com within 48hrs of receiving the order.
- Once your request is received, based on the outcome of the return raised, we will pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.
Do I have to return the free gift when I return a product?
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.
How will I get refunded for the returned orders and how long will this process take?
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking ,the refund will be initiated to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 5 business days for the amount to reflect in your account.
- For cash on delivery transactions ,we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back. It will take 5 business days for the amount to reflect in your account.
Order Cancellation:
Cancellation before shipment:
If the order of the item(s) that you want to cancel has not been shipped yet, you can raise your cancellation request via the following routes:
Via Email
send an email to our customer support team at care@pachouliluxe.com to cancel your order along with your order ID details
How will I get refunded for the cancelled orders and how long will this process take?
In case of cancellation before shipment, we initiate the refund within 24-48 business hours after receiving the cancellation request.
In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking, the refund will be initiated to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 5 business days for the amount to reflect in your account.
- COD refund will not be applicable in Cancellation scenario as Pre dispatch will not involve cash transaction & post-dispatch leads to refund in source account. It will take an additional 5 business days for the amount to reflect in your account.
- We do not offer wallet refunds for cancellations
What if I used discount vouchers or loyalty points during time of payment and I have to cancel my order?
Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.