Return, Refund & Cancellation Policy
At Turab, every fragrance is crafted with care, intention, and a commitment to quality. We want your experience with us to be as seamless and delightful as the fragrances we create.
To ensure complete clarity and transparency, we kindly request that you review the following Returns, Refunds & Cancellation Policy before placing your order.
Returns & Exchanges
We understand that choosing a fragrance is a personal experience. However, due to the hygienic nature of our products, we are unable to accept returns or exchanges once an order has been delivered, opened, or used.
Returns or exchanges may only be considered in the following circumstances:
- The product received is damaged, broken, leaked, or defective.
- The product received is incorrect or different from what was ordered.
- Items are missing from the package.
All such concerns must be reported within the specified timeframes mentioned below and are subject to verification.
Damaged, Defective or Incorrect Products
If your order arrives damaged, broken, leaked, defective, or incorrect, please contact our Customer Care team within 24 hours of delivery.
To help us investigate and resolve your concern quickly, please provide:
- Your order number.
- Clear photographs of the product and packaging.
- A complete 360° unboxing video, showing the package from the moment it is opened.
- Any other relevant evidence requested by our Customer Care team.
For claims involving damage, leakage, missing items, or incorrect products, the unboxing video is essential for verification.
Once your claim has been reviewed and approved, a replacement or other applicable resolution will be processed within 2–4 working days.
Unboxing Video Requirement
For damaged, broken, leaked, or incorrect products, we strongly recommend recording a continuous 360° unboxing video before opening and while unpacking your order.
This video helps us verify the condition of the package and product at the time of delivery and is required to process eligible replacement claims.
Without sufficient proof, we may be unable to approve a replacement or refund.
Package Damaged or Tampered With During Delivery
If your package appears tampered with, visibly damaged, or compromised at the time of delivery, we request that you refuse the delivery and contact our Customer Care team immediately.
Our team will coordinate with the delivery partner and assist you with the appropriate resolution.
Missing or Incorrect Items
If an item is missing from your order or you receive an incorrect product, please notify us within 24 hours of delivery.
Please share your order details along with clear photographs and/or an unboxing video for verification. Once the claim has been reviewed, we will provide an appropriate resolution.
Order Marked as Delivered but Not Received
If your order is marked as delivered but you have not received the package, please contact our Customer Care team within 48 hours of the delivery status being updated.
Our internal team will investigate the matter with the delivery partner, and a resolution will typically be provided within 3–4 working days.
Claims raised after the specified timeframe may not be eligible for a refund or replacement.
Product Sensitivities & Allergies
Our fragrances are carefully formulated using a blend of ingredients, including natural extracts. However, individual sensitivities or allergies may vary from person to person.
For this reason, returns, refunds, or exchanges cannot be accepted solely due to personal sensitivities, allergies, or reactions to specific ingredients.
We recommend performing a patch test before using any new fragrance or product, as advised with the respective product.
If you experience any unexpected reaction, discontinue use immediately and seek appropriate medical advice if required.
Refund Policy
Refunds are applicable only where a claim has been reviewed and approved in accordance with this policy.
For eligible cases:
- Refund requests are subject to verification and approval.
- Once approved, refunds may take 3–5 business days to be processed.
- Refunds for prepaid orders will be credited to the original payment method used to place the order.
Where applicable, an eligible damaged or defective product may be replaced instead of refunded.
Delivery Charges
We are pleased to offer free delivery across India on all eligible orders.
Cancellation Policy
We understand that plans can change. If you need to cancel your order, please contact us as soon as possible.
Before Dispatch
You may request cancellation any time before your order is dispatched from our warehouse.
For prepaid orders, a 2% payment gateway charge will be deducted from the refund amount in case of cancellation.
After Dispatch
Once an order has been dispatched from our warehouse, cancellation requests cannot be accepted.
Refunds for Cancelled Orders
For eligible prepaid orders cancelled before dispatch, the applicable refund will be credited to the original payment method within 3–5 business days after the cancellation has been accepted.
How to Contact Us
For any questions or concerns regarding returns, replacements, refunds, or cancellations, please contact our Customer Care team:
Phone: +91 93229 49195
Email: support@turabessence.com
For replacement requests, please use a clear subject line such as:
“Replacement Request – [Order Number]”
Please include your order number, a brief description of the issue, and the required photographs/videos so that our team can assist you promptly.
A Note from Turab
Your trust means everything to us. Every order is carefully prepared with the hope that it becomes a beautiful part of your everyday rituals.
While our policies help us maintain the quality, hygiene, and integrity of our products, our Customer Care team is always here to listen and assist wherever possible.
By placing an order with Turab, you acknowledge and agree to the terms outlined in this Returns, Refunds & Cancellation Policy.