Return, exchange & cancellation

At AMAREL, every fragrance represents a commitment to individuality, craftsmanship, and distinction.

Each order is prepared and packaged with care to ensure that your fragrance reaches you in its intended condition.

Given the personal-use nature of our products and the exclusivity associated with our limited-edition collections, AMAREL maintains a restricted return, exchange, and cancellation policy.

We encourage all customers to review this policy carefully before placing an order.

This policy applies to purchases made directly through AMAREL and is governed by applicable Indian consumer protection laws.

1. Order Cancellation

Orders placed through AMAREL may be cancelled only before they have been dispatched.

Customers wishing to cancel an order must email admin@amarel.in with their order number and the subject line “Order Cancellation Request”.

Cancellation requests are subject to confirmation by our customer support team and will be accommodated only if the order has not already been handed over to our logistics partner.

Once an order has been dispatched, cancellation requests will not be accepted, except where a cancellation, refund, or other remedy is required under applicable law.

A cancellation request is considered successful only after written confirmation has been provided by AMAREL.

For approved cancellations of prepaid orders, the amount paid will be refunded through the original payment method in accordance with Section 5.

No cancellation fee will be imposed in violation of applicable law.

2. Return and Exchange Policy

All AMAREL fragrances are personal-use products. To maintain product integrity, hygiene, and the quality standards associated with our collections, we do not offer discretionary returns or exchanges once an order has been delivered.

Returns or exchanges will not be accepted solely for reasons including:

• Change of mind after purchasing.
• Personal dislike of the fragrance or its scent profile.
• Preference for another fragrance or variant.
• Differences in individual perceptions of fragrance projection or longevity.
• Products purchased by mistake where the order has already been dispatched.

However, AMAREL will review and provide appropriate remedies for verified delivery damage, leakage, breakage, manufacturing defects, incorrect products, missing items, or products that materially differ from their advertised description.

Any additional return or refund rights available under applicable consumer protection laws remain unaffected.

3. Damaged, Defective or Incorrect Products

We take reasonable precautions to ensure that every AMAREL product is packaged securely before dispatch.

In the unlikely event that your order arrives damaged, defective, leaking, broken, incomplete, or incorrect, please notify us within 48 hours of delivery, wherever reasonably possible.

To raise a claim, email admin@amarel.in with the subject line “Damage / Return Claim – Order [Order Number]”.

Please include the following:

1. Your order number and the contact information associated with the purchase.
2. A brief description of the issue.
3. Clear photographs showing the product, its packaging, and the relevant damage or discrepancy.
4. A clear, continuous unboxing video showing the condition of the package and product, wherever available.

The unboxing video is our preferred form of evidence for transit damage, leakage, breakage, and missing-item claims.

Unboxing Video Guidelines

For effective verification, we strongly recommend recording an uninterrupted video when opening your AMAREL delivery.

The video should:

• Clearly show the external packaging and its condition before opening.
• Capture the opening of the sealed parcel in one continuous recording, without cuts or edits.
• Show the contents of the package immediately after opening.
• Clearly display any visible breakage, leakage, missing items, incorrect products, or other discrepancies.

Please retain the original packaging and all accompanying materials until the claim has been reviewed.

If an Access Code is included with the fragrance, please avoid displaying it publicly or sharing it through unsecured channels.

We may request further photographs, video evidence, or relevant information where reasonably necessary to investigate a claim.

Although an unboxing video is strongly requested and may significantly assist verification, its absence will not automatically invalidate a claim where alternative credible evidence establishes a defect, damage, incorrect delivery, or another entitlement under applicable law.

Claims reported after the recommended 48-hour period will be assessed considering the circumstances and applicable legal requirements.

4. Claim Verification and Resolution

Upon receiving a claim, AMAREL will review the submitted information to determine the nature and extent of the reported issue.

Where necessary, we may request additional supporting evidence or arrange an inspection or collection of the affected product.

Claims will be evaluated reasonably and fairly, based on the available evidence and applicable consumer rights.

Where a claim is approved, an appropriate resolution may include:

Replacement A replacement of the same fragrance and variant, subject to available stock.

Refund A refund of the applicable purchase amount where replacement is unavailable, unsuitable, or where a refund is otherwise required by law.

Alternative Resolution Another mutually agreed remedy, where appropriate.

Given the limited-edition nature of AMAREL collections, an identical replacement may not always be immediately available.

Where a qualifying replacement cannot be provided, the customer will be offered an appropriate refund or another lawful, mutually agreed resolution.

For approved returns arising from defects, transit damage, or incorrect fulfilment, AMAREL will arrange or bear reasonable return shipping costs as applicable.

Products must not be returned without first contacting our support team and receiving return instructions, except where another procedure is legally required.

We request customers to retain the affected product and original packaging until the matter is resolved, provided doing so is safe and reasonable.

5. Refund Policy

Refunds will be processed where:

• An eligible order is successfully cancelled before dispatch.
• AMAREL is unable to fulfil an accepted order.
• A verified damaged, defective, or incorrect product qualifies for a refund.
• A qualifying replacement is unavailable and a refund is appropriate.
• A refund is otherwise required under applicable law.

Once a refund is approved, AMAREL aims to initiate the refund within 7 business days.

Refunds will ordinarily be issued to the original payment method used for the transaction.

Following initiation, the amount will typically reflect in the customer’s account within 5–10 business days, depending on the bank, payment gateway, and payment method.

Where a refund to the original payment method is not technically possible, AMAREL may arrange another secure, lawful refund method after appropriate verification.

For an approved full refund, the refundable amount will include the product price and any additional charges required to be refunded under applicable law.

AMAREL will not impose unauthorised deductions or require customers to accept store credit in place of a legally due monetary refund.

6. Damaged or Tampered Packages at Delivery

If a parcel appears visibly damaged, opened, or tampered with at the time of delivery, we recommend that you refuse acceptance where reasonably possible.

Please photograph the external condition of the parcel and notify AMAREL promptly at admin@amarel.in.

If the damage is discovered only after accepting or opening the package, please follow the claim procedure outlined in Section 3.

Acceptance of a parcel does not, by itself, eliminate a customer’s right to report damage or defects discovered afterwards.

7. Limited-Edition Products and Access Codes

Certain AMAREL fragrances include exclusive Access Codes that provide eligibility for future purchases of the corresponding fragrance.

Where a qualifying product is replaced because of verified damage, defect, or fulfilment error, the associated exclusive purchasing privilege will remain valid, subject to the applicable Terms of Service.

If the Access Code or its accompanying material is damaged or missing upon delivery, customers should report the issue through the claim procedure.

AMAREL may verify the original purchase and issue or restore the relevant Access Code where appropriate.

Where an original qualifying purchase is fully cancelled, refunded, or reversed, the associated Access Code may be invalidated in accordance with AMAREL’s Terms of Service.

Access Codes are not independently redeemable for cash and cannot be exchanged for a refund separate from the underlying product transaction.

8. Items Not Eligible for Discretionary Returns

Unless a statutory remedy applies, AMAREL does not accept returns or exchanges for:

• Products that have been used or partially consumed.
• Products damaged after delivery through improper handling, storage, or misuse.
• Products returned solely due to individual fragrance preference.
• Products purchased through unauthorised third-party sellers, where the claim concerns a transaction for which AMAREL is not the responsible seller.
• Products returned without a valid reason under this policy.

The above restrictions do not exclude remedies for manufacturing defects, product non-conformity, misrepresentation, or other circumstances protected by applicable law.

9. Missing, Lost or Undelivered Orders

If an order is marked as delivered but has not been received, please contact admin@amarel.in promptly so that we may initiate an investigation with the relevant logistics partner.

We may request reasonable information to verify the delivery discrepancy.

If a shipment is confirmed lost in transit, cannot be delivered, or otherwise qualifies for a remedy under applicable law, AMAREL will arrange an appropriate replacement, refund, or other legally compliant resolution.

Delivery failures and delays will be handled in accordance with applicable consumer protection requirements, including any legally recognised exceptions for circumstances beyond reasonable control.

10. Contact and Grievance Redressal

For cancellations, refunds, damaged-product claims, or any concerns relating to this policy, please contact:

AMAREL

Email: admin@amarel.in

Business Correspondence Address: House No. 596, Flock Coliving, Sector 43, Gurugram, Haryana – 122009, India

We aim to acknowledge consumer complaints within 48 hours of receipt and resolve them within one month, in accordance with applicable e-commerce regulations.

11. Policy Updates

AMAREL reserves the right to revise this policy to reflect changes in its operations, fulfilment procedures, or applicable laws.

Any revisions will be published on our website with an updated effective date.

Unless legally required or validly agreed, changes will not retrospectively diminish rights arising from previously accepted orders.

Nothing in this policy shall override mandatory consumer rights under Indian law.