Returns & refunds

Last updated: 3 November 2026

Our perfume return policy

Perfumes are not eligible for return or exchange for change of mind, dislike of the fragrance, gifting preferences, ordering the wrong fragrance, or a subjective difference in scent strength or longevity. Fragrance develops differently on each person and in different climates. Please choose carefully and contact us before ordering if you have questions.

This restriction does not exclude the remedies described below or any right that cannot be excluded under applicable consumer law.

Damaged, leaking, wrong, defective or misdescribed deliveries

Contact us if the bottle arrives broken, leaking, materially defective, is the wrong item, is not authentic, or materially differs from its description. We will review the circumstances and arrange the appropriate remedy, which may include a replacement or refund. Rights concerning delivery later than an agreed schedule also remain available as required by applicable law, including applicable exceptions.

How to report a delivery problem

1. Contact frostandnote@gmail.com or +91 80562 08174 promptly, preferably within 48 hours of delivery, quoting your order number.
2. Describe the problem and provide clear photographs of the product, original box, outer shipping parcel and shipping label where reasonably available.
3. Keep the bottle, box, seals and shipping materials while we review the claim. Avoid further use after identifying a problem.

Reporting promptly helps us investigate with the carrier. A later report, opening the product to identify a defect, or the absence of an unboxing video does not by itself remove your statutory rights. If available, an unboxing video may help establish the condition on arrival; it is not the only evidence we accept.

Assessment and return arrangements

We may request relevant additional information to assess the claim fairly. Where a qualifying product problem is confirmed, we will arrange an appropriate replacement or refund and cover reasonable necessary collection or return costs. No restocking fee applies to a valid defect or misdescription claim.

Please contact us before sending anything back. Perfume transport is subject to carrier restrictions; we will provide suitable packing and collection instructions. Do not post a leaking bottle without guidance. If the item is unsafe to return, contact us for instructions.

What this policy does not cover

Accidental damage, misuse, improper storage, unauthorised decanting, alterations or damage caused after delivery are not covered as delivery defects. A product cannot be returned merely because it has been opened or used and is no longer wanted. These conditions do not override a genuine defect claim or mandatory consumer rights.

Refunds and replacements

For an approved refund, we will confirm the amount and initiate the refund to the original payment method within 7 business days after approval and any reasonably necessary collection or inspection. The payment provider may take additional time to reflect the credit. For cash-on-delivery orders, if offered, we will agree a secure refund method with the purchaser; we do not ask for card PINs or OTPs.

The refund will include the amounts required for the affected goods and applicable delivery charges under law. Replacements depend on stock; if a suitable replacement is unavailable, we will arrange the applicable refund. We will not substitute store credit for a refund you are entitled to unless you agree.

Support and escalation

We acknowledge consumer complaints within 48 hours and address them within one month of receipt, in accordance with applicable requirements. Please use the subject “Complaint escalation” and include your order number when following up. Nothing in this policy prevents you from seeking assistance from a competent consumer authority or forum.

Legal seller: Frost & Note
Email: frostandnote@gmail.com
Phone: +91 80562 08174
Business contact address: 1 Nallathambi Street Anna Salai Triplicane, Ellis Road, Chennai, Tamil Nadu 600002, India.