1. Luxury Hygiene & Cosmetic Standards
Due to the intimate, sanitary, and temperature-sensitive nature of luxury fragrances and personal care cosmetics, opened, unsealed, or sprayed fragrance bottles and decant samples are non-returnable and non-exchangeable once delivered. This guarantees every patron receives a virgin, unadulterated flacon straight from our climate-controlled vault.
2. Order Cancellation (Prior to Dispatch)
You may cancel an order free of charge within 12 hours of placement or at any time before the order status transitions to "Shipped / Dispatched".
- To initiate a cancellation, visit your Patron Account or message our Concierge on WhatsApp with your Order ID (e.g.
TSS-20260915-XXXXX). - Once approved, a 100% refund will be processed immediately to your original payment method.
3. Transit Damage, Leakage & Defect Claims
We inspect and triple-bubble-pack each flacon before dispatch. In the rare event that your shipment arrives damaged, broken, or suffering severe nozzle leakage:
- You must notify our Concierge within 48 hours of delivery.
- Please provide clear photographs or a short unboxing video clearly displaying the exterior courier box, tracking shipping label, and the damaged glass bottle or nozzle.
- Email these details to concierge@thesniffstory.com or send them via our official WhatsApp Concierge channel.
- Upon prompt photographic verification by our quality control team, we will immediately arrange an express replacement flacon free of charge, or issue a 100% refund according to your preference.
4. Missing or Incorrect Items
If you receive a fragrance or decant that differs from your ordered specifications, notify us within 48 hours. We will dispatch the correct fragrance immediately and arrange complimentary reverse pickup of the erroneously delivered item.
5. Refund Processing Timelines
When an authorized refund is issued:
- Prepaid Orders (Cards, Net Banking, UPI, Wallets): The refund is credited back to your original source account within 5 to 7 business days via our Razorpay gateway partner.
- Cash on Delivery (COD) Orders: Our concierge will reach out to obtain your preferred bank account / UPI ID details. Refunds are transferred via direct NEFT / IMPS within 2 to 4 business days.