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Cancellations and Refunds

Cancellation, Return and Refund Policy — Eliza Perfume

Effective Date: 29 October 2026
Last Updated: 29 October 2026

Website: https://www.elizaperfume.com/

This Policy explains the rules for order cancellations, returns and refunds for purchases made through Eliza Perfume's website.

Business Name: Eliza Perfume
Business Address: 1st Floor, Plot No. 171, Unit 4, Jama Masjid Premises, Bhubaneswar – 751001, Odisha, India
Email: tech.elizaperfumes@gmail.com

This Policy is subject to applicable Indian laws, including the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, as amended.

1. Order Cancellation by Customers

1.1 Change-of-Mind Cancellations Before Dispatch

Customers may request cancellation if they no longer wish to purchase a product, selected the wrong fragrance or otherwise change their mind.

Such requests must be submitted as soon as possible to tech.elizaperfumes@gmail.com, quoting the order number.

Cancellation requests received before dispatch will be considered based on the order's fulfilment status. If the order has not yet been dispatched, we will make reasonable efforts to cancel it.

If payment has already been collected and the cancellation is accepted, the applicable refund will be initiated in accordance with this Policy and applicable law.

1.2 Change-of-Mind Cancellations After Dispatch

Change-of-mind cancellation requests will not be accepted once an order has been dispatched.

Once the product has been handed over to the courier for delivery, customers cannot cancel the order merely because they have changed their mind, no longer want the product or selected the wrong fragrance.

This restriction applies to change-of-mind requests only. It does not remove any applicable legal rights or remedies relating to damaged, defective, incorrect or misrepresented products.

1.3 Cancellation Charges

Any cancellation charges will be imposed only where permitted by applicable law.

In particular, the Consumer Protection (E-Commerce) Rules, 2020 restrict cancellation charges imposed on consumers unless equivalent charges are also borne by the e-commerce entity when it unilaterally cancels an order.

1.4 Cancellation by Eliza Perfume

Eliza Perfume may cancel an order for legitimate reasons, including product unavailability, a material listing error, unsuccessful payment verification or suspected fraudulent activity.

If an order has been paid for but cannot be fulfilled, we will inform the customer and initiate the applicable refund.

2. Damaged Products and Unboxing Video Requirement

Customers must inspect their order upon delivery and report any damage as soon as reasonably possible.

A proper unboxing video is required when submitting a claim for a refund or other remedy on the grounds that a product was damaged during delivery.

The video should, where reasonably possible:

  • Begin before the parcel is opened.

  • Clearly show the original shipping package and its condition.

  • Show the opening of the parcel and removal of the product.

  • Clearly capture the damaged product and relevant packaging.

  • Show the order label or other information that helps identify the shipment, without unnecessarily exposing sensitive personal information.

The video should be continuous and sufficiently clear to help us assess whether the damage occurred before or during delivery.

Customers should retain the original packaging and damaged product until the claim has been reviewed.

2.1 Submitting a Damage Claim

To report a damaged product, email tech.elizaperfumes@gmail.com with:

  • Your order number.

  • A description of the damage.

  • The unboxing video.

  • Photographs or other supporting information, if available.

We may request additional information where reasonably necessary to verify the claim.

2.2 Review and Resolution

Each claim will be reviewed based on the available evidence and the circumstances of the order.

If the claim is accepted, an appropriate remedy may include a refund, replacement or another lawful resolution, depending on the circumstances and product availability.

An unboxing video is the standard evidence requirement for damage claims. However, where a customer cannot provide one, we may consider other credible evidence and the circumstances of the case. The absence of a video will not automatically extinguish a remedy that the customer is entitled to under applicable law.

3. Incorrect, Defective or Misrepresented Products

If a customer receives the wrong product, a defective product or a product that materially differs from its description, they should contact us promptly at tech.elizaperfumes@gmail.com.

Please provide the order number, a description of the issue and supporting photographs or other evidence. An unboxing video may also help establish what was delivered.

We will investigate the complaint and determine an appropriate resolution in accordance with the circumstances and applicable law.

This Policy does not exclude statutory remedies for defective, incorrect, counterfeit or misrepresented products.

4. Change-of-Mind Returns

Eliza Perfume does not accept change-of-mind cancellation requests after dispatch.

For any return request that is otherwise eligible, the following conditions may apply, subject to confirmation of the business's final return arrangements:

  • The product must be unused and unopened.

  • Original seals and packaging should remain intact.

  • The product should include its original components and invoice, where applicable.

  • The request must comply with any return window expressly displayed on the website or confirmed by customer support.

Perfumes that have been opened or used may not be eligible for change-of-mind returns because of product-integrity, hygiene and safety considerations.

These restrictions do not override applicable statutory rights for damaged, defective, incorrect or misrepresented products.

5. Refund Eligibility

A refund may be considered in the following circumstances:

  1. A cancellation request is accepted before dispatch.

  2. Eliza Perfume cancels a paid order that it cannot fulfil.

  3. A damage claim is accepted following review of the unboxing video and any other relevant evidence.

  4. An eligible claim involving a defective, incorrect or misrepresented product is accepted.

  5. A payment is duplicated or collected for an order that was not successfully placed.

  6. A refund is otherwise required under applicable law.

Refund approval depends on the facts of the case, the evidence available and the customer's applicable legal rights.

6. Refund Processing Time

Once a refund is approved, Eliza Perfume will initiate it within the period required by applicable law and relevant payment-system requirements.

Our operational target is to initiate approved refunds within 14 calendar days, or sooner where a shorter period is legally required.

The time taken for the refund to appear in the customer's account may depend on the payment gateway, issuing bank or other financial institution.

We will communicate the refund status where relevant information is available.

7. Refund Method

7.1 Online Payments

Payments made through Razorpay will ordinarily be refunded to the original payment method, where supported and appropriate.

The time taken for the amount to appear in the customer's account depends on the relevant payment provider and financial institution.

7.2 Cash on Delivery

If Cash on Delivery is available for an order, an approved refund may require the customer to provide appropriate bank account or other payment details.

Such information will be requested only as reasonably necessary to process the refund and should be shared through an appropriate communication channel.

We will never require a customer's payment PIN, OTP or banking password to process a refund.

7.3 Partial Refunds

Where only part of an order is affected, a partial refund may be appropriate, subject to the circumstances and applicable law.

Any deduction must be lawful, justified and communicated to the customer.

8. Return Shipping Costs

Where a product is damaged, defective, incorrect or misrepresented, the allocation of return shipping costs will be determined in accordance with applicable law and the circumstances of the claim.

For any permitted change-of-mind return, the customer may be responsible for return shipping costs if this condition has been clearly disclosed and is legally permissible.

Perfumes may be subject to special transportation and packaging requirements. Customers should contact us before shipping a product back so that we can provide appropriate return instructions.

9. Undelivered Orders and Return to Sender

An order may be returned to us if the delivery address is incomplete, delivery attempts fail or the recipient cannot be reached.

We will review the circumstances and contact the customer where reasonably possible.

Any shipping charge, refund deduction or other adjustment will be applied only where disclosed, justified and legally permissible.

If a refund is due because the order cannot be delivered, it will be processed in accordance with applicable law.

10. Failed or Duplicate Payments

If money is debited from your account but your order is not confirmed, or if you believe you have been charged more than once, contact us at tech.elizaperfumes@gmail.com.

Please provide the available order number, transaction reference and payment date.

We will investigate the issue and coordinate with Razorpay or the relevant payment provider where necessary. Confirmed duplicate or unsuccessful transactions requiring a refund will be handled in accordance with applicable payment procedures and legal requirements.

11. How to Submit a Request

For cancellations, damage claims, returns or refunds, contact:

Email: tech.elizaperfumes@gmail.com
Website: https://www.elizaperfume.com/
Business Address: 1st Floor, Plot No. 171, Unit 4, Jama Masjid Premises, Bhubaneswar – 751001, Odisha, India

Please include your order number, registered contact details and a clear explanation of your request.

For damage claims, include the required unboxing video and any additional supporting information available.

We will review the request and communicate the outcome and next steps.

12. Grievance Redressal

For unresolved complaints relating to cancellations, returns or refunds, customers may contact:

Business Name: Eliza Perfume
Email: tech.elizaperfumes@gmail.com
Business Address: 1st Floor, Plot No. 171, Unit 4, Jama Masjid Premises, Bhubaneswar – 751001, Odisha, India

Consumer grievances will be acknowledged and addressed within the timeframes prescribed by applicable law. Under the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer is required to acknowledge a consumer complaint within 48 hours and redress it within one month of receipt.

Nothing in this Policy prevents customers from approaching a competent consumer authority or commission where legally available.

13. Changes to This Policy

Eliza Perfume may update this Policy to reflect changes in its operations, fulfilment arrangements or applicable law.

Any revised version will be published on this page with an updated “Last Updated” date. Changes will not retrospectively remove rights that have already accrued to customers.

14. Applicable Law

This Policy is governed by applicable Indian law, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, as amended.

Nothing in this Policy is intended to waive, exclude or restrict any mandatory statutory right or remedy available to a customer.

End of Cancellation, Return and Refund Policy