Refund policy

Refund and Return Policy for Ex Scents

At Ex Scents (www.exscents.in), we are deeply committed to ensuring your complete satisfaction with every fragrance experience. We understand that purchasing fragrances online requires trust, and we want you to feel confident in your decisions. Our comprehensive Refund and Return Policy is designed to be transparent, detailed, and aligned with Google’s policies to provide you with a secure and reliable shopping journey.

Our Commitment to Your Satisfaction:

We meticulously check the quality and authenticity of every product before it is shipped to you. However, we acknowledge that unforeseen circumstances can arise, leading to the need for a return or refund. This policy outlines the procedures and conditions under which returns and refunds are accepted.

Returns - Our 7-Day Consideration Period:

We offer a 7-day return window from the date you receive your order. This period allows you ample time to inspect your purchase upon arrival.

Conditions for Accepting Returns:

To be eligible for a return within the 7-day window, the following conditions must be met:

  • Product Integrity: The product must be completely unused and in its original, unopened condition. This means that all seals, cellophane wrapping (if applicable), and any protective layers must remain intact. We cannot accept returns on products where the original packaging has been opened or tampered with due to hygiene considerations and to ensure the integrity of our fragrance testers and decants for all our customers.
  • Original Packaging: The product must be returned in its original packaging, including all accompanying materials such as inserts, leaflets, and any complimentary items that were included with your order.
  • No Visible Damage or Usage: The product itself must be free from any signs of damage, wear, or usage.

Exceptions to the Return Policy:

For hygiene reasons and the nature of our products, we have specific exceptions to our standard return policy:

  • Opened or Used Products: We cannot accept returns on any fragrance product (perfume testers or decants) that has been opened, sprayed, or used in any way, unless the product is confirmed to be defective upon arrival.
  • Products Not in Original Condition: Items not returned in their original, unopened packaging with all seals intact will not be eligible for a return.

Initiating a Return - Your Easy Steps:

To initiate a return within the 7-day period, please follow these simple steps:

  1. Contact Our Customer Support: Reach out to our dedicated customer support team within 7 days of receiving your order. You can contact us via:  
    • Email: Hello@exscents.in
    • Contact Form: Click Here
    •  Please provide your order number, the name of the product you wish to return, and a clear and concise reason for the return.
  2. Provide Necessary Information: Our customer support team may request additional information, such as photographs of the product and its packaging, to assess the return request. This helps us understand the situation better and expedite the process.
  3. Return Approval and Instructions: Once your return request is reviewed and approved (based on the eligibility criteria), our customer support team will provide you with detailed instructions on how to proceed with the return.

Free Return Pickup - Hassle-Free for You:

  • For all eligible returns within our serviceable pin codes across India, Ex Scents offers free return pickup.
  • Once your return is approved, we will coordinate with our logistics partners to schedule a convenient pickup time from your original shipping address.
  • You will not incur any additional charges for the return shipping.
  • Please ensure the product is securely packaged in its original packaging (if possible) or equally protective packaging to prevent damage during transit back to us.

Addressing Defective, Damaged, or Incorrect Products - Our Commitment to Rectification:

We take utmost care in fulfilling your orders accurately and ensuring they are well-protected during shipping. However, if you receive a product that is:

  • Defective: Malfunctioning sprayer, leakage, or a noticeable difference in the scent compared to the authentic product.
  • Damaged: Broken bottle, damaged packaging that has affected the product.
  • Incorrect: You received a product different from what you ordered.

Please notify our customer support team immediately, but no later than 48 hours after delivery, with your order number and clear photographic or video evidence of the issue.

Our Resolution Options for Defective, Damaged, or Incorrect Products:

Upon verification of the issue, we offer the following resolution options:

  • Exchange (Replacement): If the product is available in our inventory, we will gladly arrange for a replacement to be shipped to you free of charge. We will also organize a free return pickup of the incorrect or defective product.
  • Full Refund: If a replacement is not available or if you prefer a refund, we will process a full refund for the product, including any shipping charges you may have paid (if applicable, though we offer free shipping). The refund process will commence once the returned product is received and inspected.

Refund Process - Transparency and Timelines:

  • Once the returned product is received at our facility and our quality control team has inspected it to ensure it meets the return criteria (unopened/unused or confirmed as defective), we will notify you of the approval or rejection of your refund.
  • If your refund is approved, we will initiate the refund process within 5-7 working days from the date of approval.   


  • The refund will be credited back to the original payment method you used for the purchase.
  • Please be aware that the time it takes for the refunded amount to reflect in your bank account or payment wallet may vary depending on your bank or payment gateway's processing times. Ex Scents is not responsible for any delays caused by the payment provider.

Our Right to Refuse Returns:

Ex Scents reserves the right to refuse returns that do not meet the conditions outlined in this policy. This includes, but is not limited to, products that have been opened, used, damaged by the customer, or are not returned in their original condition with all seals intact. In such cases, the product may be returned to the customer at their expense.

Get in Touch

Have a question or need help finding the right scent? We’d love to hear from you.

Company Name: Ex Scents

Email: hello@exscents.in

Phone: +91 7259 507 265

Contact Form: Click Here

Address: 2nd Floor, 50 Feet Main Road, No 1624, 1st Stage, Bengaluru, Karnataka 560078

Business Hours: Monday - Saturday: 10:30 AM to 6:30 PM (GMT+05:30)

Response Time: We aim to respond within 1 Business day.