Cancellations and Refunds

1. Cancellation Policy

1.1 Order Cancellation by Customer

You may cancel your order before it is shipped. To cancel an order:

• Contact us immediately at sulthanfragrance@gmail.com or 9746 124 520
• Provide your order number
• Cancellation requests must be made within 24 hours of order placement

1.2 Order Cancellation by Us

We reserve the right to cancel your order in the following circumstances:

• Product unavailability
• Pricing errors
• Suspected fraudulent activity
• Violation of terms and conditions

If we cancel your order, we will notify you and process a full refund within 5-7 business days.

2. Refund Policy

2.1 Eligibility for Refunds

You are eligible for a refund in the following cases:

• Order cancelled before shipment
• Product received in damaged condition
• Wrong product received
• Product quality issues (defective items)
• Order not delivered within the promised timeframe

2.2 Non-Refundable Items

The following are not eligible for refunds:

• Items damaged due to misuse or negligence
• Items without original packaging
• Customized or personalized items
• Items returned without proper authorization

2.3 Refund Process

To request a refund:

1. Contact us at sulthanfragrance@gmail.com or 9746 124 520
2. Provide your order number and reason for refund
3. We will review your request and may request photos or additional information
4. Once approved, we will initiate the refund process

2.4 Refund Processing Time

Refund processing times vary based on the payment method:

• Credit/Debit Cards: 5-7 business days
• UPI: 3-5 business days
• Net Banking: 5-10 business days
• Wallet: 2-3 business days

Please note that refunds are processed by Razorpay and the actual credit to your account depends on your bank's processing time.

2.5 Partial Refunds

In case of partial order issues (e.g., one item in a combo is damaged), we may process a partial refund for the affected item only.

3. Payment Gateway Refunds (Razorpay)

3.1 Razorpay Refund Processing

All refunds are processed securely through Razorpay:

• Refunds are initiated from our end within 24-48 hours of approval
• Razorpay processes the refund to your original payment method
• You will receive email notifications from Razorpay regarding refund status
• Refund status can be tracked through your order details

3.2 Refund to Original Payment Method

Refunds are always processed to the original payment method used during purchase:

• If you paid via credit/debit card, refund goes to the same card
• If you paid via UPI, refund goes to the same UPI ID
• If you paid via net banking, refund goes to the same bank account

We cannot process refunds to a different payment method or account.

3.3 Failed Refunds

In rare cases, refunds may fail due to:

• Closed bank account or card
• Invalid payment details
• Bank processing issues

If a refund fails, we will contact you to arrange an alternative refund method.

4. Exchange Policy

We currently do not offer direct exchanges. If you wish to exchange a product, please contact us at sulthanfragrance@gmail.com or 9746 124 520 to discuss your options.

5. Dispute Resolution

If you are not satisfied with our refund decision, you may:

• Contact us at sulthanfragrance@gmail.com with detailed information
• We will review your case and provide a resolution
• For payment-related disputes, you may also contact Razorpay support

6. Contact Us

For any questions regarding cancellations, returns, or refunds, please contact us:

• Email: sulthanfragrance@gmail.com
• Phone: 9746 124 520
• Location: Kasaragod

Our customer service team is available to assist you with any concerns.