RETURN & EXCHANGE POLICY

Last Updated: [Date]

At SORACENT, we take care to ensure that every perfume is properly checked, packed, and dispatched before it leaves our facility.

Because perfumes and fragrance products are personal-use and hygiene-sensitive products, we generally do not accept routine returns or exchanges for opened or used products.

However, if you receive a product that is damaged, defective, leaking, broken, incorrect, or missing, we are here to help.

This Return & Exchange Policy applies to purchases made through soracent.com and soracent.in.

Nothing in this Policy is intended to restrict any consumer right or remedy that cannot legally be excluded under applicable Indian law.

1. ARE PERFUMES ELIGIBLE FOR RETURN OR EXCHANGE?

SORACENT generally does not offer returns or exchanges for products that are:

Opened;
Used or sprayed;
Partially consumed;
Damaged after delivery;
Tampered with after delivery; or
Returned solely because the customer does not like or prefer the fragrance.

Fragrance is subjective and may smell different depending on individual skin chemistry, body temperature, environment, and personal preference.

However, eligible products may be returned or exchanged where the issue relates to damage, leakage, breakage, defect, incorrect product, or another qualifying issue described in this Policy.

2. WHEN IS AN EXCHANGE AVAILABLE?

An exchange may be offered where you receive:

A damaged product;
A broken product;
A leaking product;
A defective product;
An incorrect product;
A materially different product from the one ordered; or
A missing product/item from your order.

All exchange requests are subject to verification by SORACENT.

If the same product is unavailable, SORACENT may, depending on the circumstances and applicable law, offer an alternative product, store credit, or an applicable refund.

3. WHAT SHOULD I DO IF I RECEIVE A DAMAGED, DEFECTIVE OR INCORRECT PRODUCT?

Please contact us as soon as possible and preferably within 48 hours of delivery.

To help us investigate your claim, please provide:

Your order number;
Name used for the order;
Registered mobile number or email address;
Clear photographs of the product;
Clear photographs of the outer packaging;
Photograph of the shipping label;
Photographs showing the damage, leakage, or defect; and
A continuous unboxing video, where available.

Our team will review the information and determine the appropriate resolution.

4. IS AN UNBOXING VIDEO REQUIRED?

An unboxing video is strongly recommended for claims involving:

Leakage;
Breakage;
Transit damage;
Missing products/items; or
Incorrect products.

The video should ideally show:

The sealed package before opening;
All sides of the package;
The shipping label;
The complete opening process;
The product and packaging immediately after opening; and
The damage, leakage, missing item, or incorrect product clearly.

A continuous, unedited video provides useful evidence for investigating delivery and transit-related claims and for raising claims with our logistics partners.

If an unboxing video is not available, we may request additional photographs or information reasonably necessary to verify the claim.

The absence of an unboxing video does not by itself remove any statutory consumer rights available under applicable law.

5. WHAT IF THE PACKAGE IS TAMPERED WITH OR DAMAGED ON DELIVERY?

If your package appears visibly:

Tampered with;
Opened;
Severely damaged;
Wet;
Leaking; or
Otherwise compromised

at the time of delivery, we recommend refusing the delivery where reasonably possible.

Please contact SORACENT customer support immediately and provide photographs or other available evidence.

If you accept a visibly damaged package, please photograph the package before opening it and record an unboxing video where possible.

6. REPORTING TIME

Damage, leakage, breakage, missing-item, or incorrect-product claims should preferably be submitted within 48 hours of delivery.

Please contact us as soon as you discover an issue.

Claims submitted after this period may be more difficult to verify, particularly for transit-related damage or missing-item claims, but will be reviewed according to the circumstances and applicable law.

7. QUALITY CHECK BEFORE DISPATCH

SORACENT takes reasonable care to inspect products and packaging before dispatch.

We conduct quality checks to help ensure that the correct products are packed and that the products are in suitable condition before shipment.

However, despite reasonable quality-control and packaging procedures, damage can occasionally occur during transportation.

If you receive a product that is damaged, defective, leaking, broken, or incorrect, please contact us so that we can investigate and assist you.

8. EXCHANGE PROCESS

Once we receive your exchange request and the required information:

Step 1 — Submit Your Request

Contact SORACENT customer support with your order details and photographs/videos.

Step 2 — Verification

Our team will review the claim and may request additional information or evidence.

Verification generally takes 1–3 business days, depending on the nature of the claim.

Step 3 — Approval

If the claim is approved, we will confirm the applicable resolution.

Step 4 — Replacement

Where the same product is available, we will arrange a replacement subject to applicable delivery arrangements.

Step 5 — Product Return, Where Required

Depending on the circumstances, we may arrange collection of the affected product or ask you to return it.

Please do not dispose of the damaged, incorrect, or defective product until SORACENT confirms that it is no longer required for verification or return.

9. EXCHANGE DELIVERY TIME

Once an exchange has been approved, the replacement will generally be dispatched within [X] business days, subject to product availability and logistics.

The actual delivery time may vary depending on the destination and courier service.

You will receive the applicable shipping or tracking information where available.

10. IF THE REPLACEMENT PRODUCT IS OUT OF STOCK

If the same product is unavailable, SORACENT may offer one of the following, depending on the circumstances:

A suitable alternative product;
Store credit; or
A refund where applicable.

The available options will be communicated to you before processing the replacement or alternative resolution.

11. PRODUCTS DAMAGED AFTER DELIVERY

SORACENT is not ordinarily responsible for damage caused after delivery through:

Improper storage;
Exposure to excessive heat;
Exposure to direct sunlight;
Contact with water or other substances;
Dropping or physical impact;
Improper handling;
Unauthorized modification; or
Use contrary to product instructions.

Please store perfumes according to the instructions provided with the product.

12. USED OR OPENED PRODUCTS

Except where required by applicable law or where the product itself is defective or incorrectly supplied, we generally do not accept returns or exchanges for perfumes that have been:

Opened;
Sprayed;
Used;
Partially consumed; or
Altered.

If you believe the product is defective, please contact us before using it further.

13. FRAGRANCE PREFERENCE IS NOT AN EXCHANGE REASON

We understand that choosing a fragrance online can sometimes be difficult.

However, exchanges are generally not available simply because:

You do not like the fragrance;
The fragrance smells different on your skin;
You expected different fragrance notes;
You find the fragrance too strong or too mild;
You expected different longevity or projection; or
You changed your mind after receiving the product.

We recommend reviewing the fragrance description, notes, size, ingredients, and other product information before placing an order.

14. ALLERGIES AND PERSONAL SENSITIVITY

An individual may react differently to fragrance ingredients.

SORACENT does not ordinarily accept returns or exchanges because of personal sensitivity, allergy, or irritation, except where a remedy is required by applicable law.

Please review the product ingredients before use and conduct an appropriate patch test if you have concerns about sensitivity.

If irritation or an adverse reaction occurs, discontinue use and seek appropriate professional medical advice where necessary.

15. MISSING PRODUCTS OR ITEMS

If an item is missing from your package, contact us within 48 hours of delivery.

Please provide:

Order number;
Photographs of the shipping package;
Shipping label;
All items received;
Inner packaging; and
Unboxing video, if available.

Our team will investigate the claim and, where verified, provide an appropriate replacement or other remedy.

16. INCORRECT PRODUCT RECEIVED

If you receive a product different from the one you ordered, please contact us within 48 hours of delivery.

Please do not use or open the incorrect product.

Once the claim is verified, we may arrange:

Replacement with the correct product; or
Another appropriate remedy where replacement is unavailable.

Where required, the incorrect product may need to be returned before the replacement is dispatched.

17. RETURN OF PRODUCTS FOR APPROVED EXCHANGE

Where SORACENT requires the affected product to be returned:

The product should be kept in the condition in which it was received;
Original packaging should be retained where reasonably possible;
The customer should not further use or modify the product; and
The product should be made available for collection or returned using the instructions provided by SORACENT.

Please do not send products to any address unless instructed by our customer-support team.

18. EXCHANGE SHIPPING COST

For an approved exchange resulting from a verified damaged, defective, leaking, broken, or incorrect product attributable to SORACENT or transit, SORACENT will generally arrange the applicable replacement shipping.

Where an exchange or return is requested for another reason and such exchange is expressly permitted, applicable shipping charges may be borne by the customer.

Any applicable charges will be communicated before processing where reasonably possible.

19. CLAIM VERIFICATION

All claims are subject to reasonable verification.

SORACENT may request:

Photographs;
Videos;
Order details;
Packaging information;
Shipping information;
Product details; or
Other information reasonably required to investigate the claim.

We may also coordinate with our logistics partner where the issue appears to have occurred during transit.

20. CLAIMS THAT MAY NOT QUALIFY

Subject to applicable law, an exchange or return request may be declined where:

The product has been substantially used or consumed;
The damage occurred after delivery due to customer handling;
The product has been intentionally damaged;
The product has been altered or tampered with;
The claim is based only on fragrance preference;
The wrong product was ordered by the customer;
The customer provided incorrect order or delivery information;
The claim contains materially false or misleading information; or
Sufficient information reasonably required to verify the claim is not provided.

21. FRAUDULENT OR REPEATED CLAIMS

SORACENT reserves the right to investigate claims that appear fraudulent, abusive, misleading, or inconsistent with the available evidence.

Where permitted by applicable law, repeated misuse of the Return & Exchange Policy may result in restrictions on future orders or other appropriate action.

Nothing in this section affects any legitimate consumer right.

22. RETURN & EXCHANGE DOES NOT AUTOMATICALLY MEAN REFUND

Approval of a return or exchange request does not automatically mean that a monetary refund will be issued.

Depending on the circumstances, the resolution may be:

Replacement;
Exchange;
Store credit; or
Refund.

Where a refund is approved, it will be processed according to our Refund Policy.

23. HOW TO CONTACT US

For return or exchange assistance, please contact:

Brand: SORACENT
Website: soracent.com
Website: soracent.in
Email: [Insert Customer Support Email]
Phone: [Insert Customer Support Number]

For faster assistance, please include:

Order number;
Name;
Registered mobile number/email;
Description of the issue;
Photographs;
Unboxing video, where available; and
Your preferred resolution.

For damage, leakage, breakage, missing-item, or incorrect-product claims, we recommend using the subject:

“Return/Exchange Request – Order #[Order Number]”

24. POLICY UPDATES

SORACENT may update this Return & Exchange Policy from time to time.

Any revised version will be published on this page with an updated “Last Updated” date.

Customers are encouraged to review this Policy before placing an order.

25. CONSUMER RIGHTS

This Policy describes SORACENT’s standard return and exchange procedures.

Nothing in this Policy is intended to exclude, restrict, or waive any statutory consumer right, warranty, remedy, or protection that cannot legally be excluded under applicable Indian law.

Where applicable law provides a customer with a right or remedy that differs from this Policy, the applicable law will prevail.