Refund policy

Effective Date: 05-Aug-2026

Refund Policy for Al Qalam Perfume

This Refund Policy (“Policy”) applies to purchases made from Al Qalam Perfume through alqalamperfume.com and any other official sales channel operated by us. By placing an order with us, you agree to the terms of this Policy.

This Policy should be read together with our Terms of Use, Shipping Policy, Return Policy, Cancellation Policy, Privacy Policy, and any product-specific terms displayed at the time of purchase, if applicable.

1. Definitions

For purposes of this Policy:

  • “We,” “Us,” “Our” means Al Qalam Perfume.
  • “Customer,” “You,” “Your” means the person placing an order or receiving the product.
  • “Products” means perfumes, attars, fragrance oils, fragrance-related items, gift sets, and any other goods sold by us.
  • “Order” means a purchase placed through our website, WhatsApp, email, phone, marketplace, wholesale channel, or any other authorized sales method.
  • “Refund” means return of money paid for an eligible order, in whole or in part, subject to this Policy.
  • “Replacement” means a new product sent in place of an approved defective, damaged, missing, or wrong item, if applicable.
  • “Return Window” means the period within which a return, refund, or replacement request must be raised.

2. Scope of This Policy

This Policy explains:

  • when refunds may be approved;
  • when refunds may be denied;
  • how refund requests must be made;
  • the timeline for processing approved refunds;
  • conditions for damaged, wrong, missing, or defective items;
  • special rules for fragrance, attar, hygiene-sensitive, sealed, opened, international, and COD orders, where applicable.

This Policy applies to customers located in India and, where we accept such orders, to international customers as well.

3. General Refund Principle

We aim to handle refund requests fairly and transparently. However, because our products are fragrance products and may be subject to hygiene, seal integrity, and handling conditions, refunds may be limited to specific situations only.

A refund will generally be considered only where:

  • the product is damaged in transit;
  • the product received is wrong, missing, or materially different from the order placed;
  • the product is defective or unusable at the time of delivery;
  • the order is cancelled before dispatch, subject to the cancellation rules in this Policy;
  • a refund is required by applicable law; or
  • any other case approved by us at our sole discretion, where legally permitted.

4. Refund Eligibility

A refund request may be eligible only if all applicable conditions below are met:

  • the request is made within 7 days;
  • the order number, customer name, and supporting details are provided;
  • the product remains in its original condition, except where the issue is damage, defect, missing contents, or wrong delivery;
  • the customer provides photo or video evidence, where reasonably required;
  • the request falls within the categories permitted under this Policy; and
  • the request complies with any product-specific conditions displayed on the product page or communicated at the time of sale.

4.1 Eligible Situations

Refunds may be considered for:

  • damaged product received;
  • leaking bottle or broken seal on delivery;
  • wrong product received;
  • item missing from the package;
  • product not delivered within 10 days, where the delay is attributable to us or our shipping partner and the order has not been successfully delivered;
  • cancelled order before shipment, where cancellation is accepted under this Policy;
  • verified quality issue reported promptly after delivery;
  • other approved cases under applicable law.

4.2 Non-Eligible Situations

Refunds are generally not available for:

  • change of mind after delivery, unless explicitly allowed;
  • dislike of fragrance, scent profile, strength, longevity, or personal preference;
  • dissatisfaction based on subjective fragrance perception;
  • opened, used, sprayed, partially consumed, or tampered products, except where a defect or damage claim is verified;
  • products damaged due to mishandling by the customer;
  • missing claims made after the allowed reporting window;
  • international customs delays, duties, taxes, seizure, or refusal by authorities, except where required by law or where the issue is caused by us;
  • orders delivered successfully and later claimed as not received, unless verified by investigation;
  • products marked Non-Refundable or listed as final sale, if clearly communicated before purchase.

5. Hygiene, Sealed Pack, and Fragrance-Specific Conditions

Because attars, perfumes, and fragrance products are hygiene-sensitive, the following may apply:

  • Products that are opened, used, unsealed, or tampered with may not be eligible for refund.
  • If a product is sealed at dispatch, the seal should remain intact for any return inspection, unless the claim is for damage, leakage, or wrong product delivery.
  • For scent-related concerns such as “I do not like the fragrance,” “I expected a different smell,” or similar subjective reasons, refunds may not be issued unless required by law or expressly approved by us.
  • Any fragrance allergy or sensitivity claim must be supported by reasonable evidence and reported immediately after delivery.
  • Product-specific hygiene rules: For the safety and hygiene of all customers, fragrance products including attars, perfume oils, and samples are non-returnable once the seal has been broken. Returns or replacements will only be accepted if the product is sealed, unused, and in original condition..

6. Damaged, Leaking, or Defective Products

If you receive a damaged, leaking, defective, or visibly compromised product, you must notify us within 48 hours of delivery.

Your report should include:

  • order number;
  • clear photos and/or video of the outer package, inner packaging, product, seal, and damage;
  • a description of the issue; and
  • any other information we reasonably request.

We may, at our discretion:

  • approve a replacement;
  • approve a refund;
  • request return of the item;
  • offer partial refund, where appropriate; or
  • deny the claim if the evidence is insufficient or the damage appears to have occurred after delivery.

If the package appears damaged at the time of delivery, we recommend that you refuse acceptance and notify us immediately.

7. Wrong Product or Missing Item Claims

If you receive the wrong product or a package with missing items, you must report the issue within 24 hours of delivery.

We may ask for:

  • unboxing video;
  • clear photos of the received items and packaging;
  • shipping label photo;
  • invoice or order confirmation.

If the claim is verified, we may provide:

  • replacement of the missing or wrong item;
  • refund of the affected item;
  • partial refund; or
  • another fair remedy, subject to stock availability and applicable law.

8. Order Cancellation and Refunds

8.1 Cancellation Before Dispatch

You may request cancellation before the order is shipped, subject to our cancellation rules and operational status.

Cancellation requests must be sent to:

Cancellation will be processed only if the order has not yet been packed, dispatched, or handed over to the courier.

8.2 Cancellation After Dispatch

Once the order has been dispatched, cancellation may not be possible. In such cases, the order may be handled only under the return/refund process described in this Policy, if applicable.

8.3 Cancellation Rules

  • Orders once placed on Al Qalam Perfume are considered final and can only be cancelled within a very limited time window, strictly before the order is processed, packed, or dispatched from our facility. Cancellation requests must be submitted immediately after placing the order. Once the order enters processing or is packed for shipment, no cancellation requests will be accepted under any circumstances.

    Orders that have been shipped cannot be cancelled. Prepaid orders that are already dispatched are non-cancellable and non-refundable, except in cases where they qualify under our Return & Refund Policy. Refusal to accept a COD (Cash on Delivery) order at the time of delivery will be treated as a breach of purchase intent, and Al Qalam Perfume reserves the right to restrict future COD services, recover shipping and handling charges, or take necessary action as deemed appropriate.

  • Any applicable payment gateway charges, transaction fees, shipping costs, or other non-recoverable expenses will be strictly non-refundable in case of approved cancellations. Al Qalam Perfume reserves the absolute right to refuse any cancellation request at its sole discretion, especially in cases involving high-risk orders, repeated cancellations, or suspected misuse of services.
  • Cash on Delivery (COD) orders are subject to strict acceptance and fulfilment checks. Once a COD order is confirmed and moved into processing, packing, or dispatch, it cannot be cancelled. Customers are expected to place COD orders only after confirming their intent to purchase. Repeated COD cancellations, refusal to accept delivery, or any pattern of non-serious ordering may result in the suspension or permanent removal of COD access for the customer. Al Qalam Perfume reserves the right to cancel or hold COD orders at its sole discretion in cases of suspected fraud, misuse, incomplete address details, unreachable contact numbers, or repeated cancellation history.

9. COD Orders

For Cash on Delivery (“COD”) orders:

  • refund eligibility may depend on whether the order was successfully prepaid, returned to origin, refused, or cancelled before dispatch;
  • COD handling charges, packaging charges, shipping charges, or return charges may be deducted where applicable and legally permitted;
  • repeated COD refusal, false orders, or abuse of COD service may result in restricted access to COD in future orders.

COD-specific rules:** **No refund is applicable for COD orders that are refused or not accepted at delivery. Refunds for accepted COD orders will only be processed if the product qualifies under the Return Policy and is received unused and in original condition. Applicable shipping and handling charges will be deducted.

10. Shipping Charges, Return Shipping, and Deductions

Where a refund is approved, we may refund:

  • the product price;
  • shipping charges, only if required by law or if the issue is attributable to us; and/or
  • any other amount that is legally refundable.

The following may be deducted from refund amounts, where legally permitted and disclosed:

  • original shipping charges;
  • return shipping charges;
  • COD handling charges;
  • payment gateway charges;
  • packaging/restocking charges;
  • taxes, duties, or customs costs that are non-refundable;
  • any other reasonable charges as applicable.

Any deduction rules should be clearly displayed on the website, invoice, or product page where relevant.

Tax Information:
All prices are subject to applicable taxes, including GST, as per prevailing Indian law. Any tax amount charged will be shown at checkout or on the invoice, wherever applicable. Al Qalam Perfume reserves the right to revise tax treatment in accordance with changes in law.

11. Refund Method

Approved refunds will generally be processed through the original payment method used for the order, where possible.

Refunds may be issued by:

  • bank transfer;
  • card reversal;
  • UPI reversal;
  • wallet reversal;
  • payment gateway refund;
  • store credit;
  • replacement value adjustment; or
  • other lawful method approved by us.

Refund method limitations:

  • Refunds will generally be issued only to the original payment method used at checkout, wherever possible. Refunds for payments made through Razorpay or other supported payment gateways may be processed back to the same source account, subject to gateway and bank processing timelines. Refunds for payments made through UPI/wallet services such as Paytm, PhonePe, Google Pay, or similar services may also be credited back through the same method, where supported. If refund to the original source is not possible, Al Qalam Perfume may refund through bank transfer or UPI to a verified account. COD refunds, if approved, will normally be made only through UPI or bank transfer; cash refunds will not be provided.

If the original payment method is unavailable, inactive, or technically unable to receive the refund, we may request alternate bank details or offer another lawful refund method.

12. Refund Timeline

Once a refund is approved, we will process it within 7-14 working days. After processing, the time taken for the amount to reflect in your account may depend on your bank, payment provider, or card issuer.

Estimated timelines:

  • Refund approval time: if applicable, will typically be completed within 24–48 hours after request review.
  • Refund processing time: Once approved, refunds will be processed within 3–5 business days.
  • Bank/payment settlement time: Refunds may take 5–10 business days to reflect in your account.

Delays caused by banks, gateways, holidays, verification checks, or force majeure events are outside our control.

13. Return Requirements, If Any

Where a return is required before a refund or replacement, the following may apply:

  • the product must be securely packed;
  • all original accessories, tags, labels, inserts, and documents must be included, where applicable;
  • the product must not be used, altered, or tampered with unless the issue was present on delivery;
  • the return must be initiated within 72 hours;
  • the return must be sent only to the address or courier method we specify;
  • the customer must retain proof of shipment until the return is confirmed received.

Return conditions: Only unused, unopened items are eligible for return.

Return shipping responsibility:

  • Return shipping costs are to be borne by the customer.

14. International Orders

If we accept international orders, additional terms may apply.

International refund conditions may include:

  • customs delays, duties, taxes, and import restrictions may not be refundable;
  • cross-border shipping charges may be non-refundable;
  • return shipment may be difficult, limited, or not available;
  • the customer may be responsible for local regulatory or customs issues;
  • refunds may be issued only after items are received back, where return is required and feasible.

International order rules:

  • Select countries only. Duties/taxes paid by customer. No returns, cancellations, or refunds after shipping.

If international returns are applicable, this section does not apply except where required by law.

15. Replacement in Lieu of Refund

In some cases, we may offer a replacement instead of a refund, especially where:

  • the product is damaged;
  • the product is missing;
  • the wrong product was delivered;
  • a replacement is faster or more practical; or
  • the customer agrees to replacement in writing.

Replacement is subject to stock availability and verification of the claim.

16. Partial Refunds

We may approve a partial refund where:

  • only part of the order is affected;
  • a minor issue does not justify full refund;
  • a service portion is completed;
  • packaging or accessories are missing but the main product is usable;
  • shipping or handling adjustments are appropriate; or
  • partial refund is otherwise fair and legally permitted.

17. Refund Rejection

We may reject a refund request if:

  • the request is made after the allowed window;
  • required proof is not provided;
  • the product shows signs of use, tampering, or customer-caused damage;
  • the issue is subjective and not a defect;
  • the order was successfully delivered and accepted without timely complaint;
  • the request appears fraudulent, abusive, or repetitive;
  • the request violates this Policy or applicable law.

If a request is rejected, we may provide a written explanation where reasonably possible.

18. Fraud, Abuse, and Misuse

We reserve the right to investigate refund claims and may refuse service, cancel orders, or take other lawful action if we suspect:

  • fraudulent claims;
  • chargeback abuse;
  • return abuse;
  • repeated false “not received” claims;
  • product swapping;
  • tampering;
  • misuse of support channels.

Nothing in this section limits any rights available to us under applicable law.

19. Customer Responsibilities

To help us process your refund request efficiently, you agree to:

  • provide accurate order and contact details;
  • inspect the package promptly on delivery;
  • report issues within the stated time;
  • keep product packaging and evidence until the issue is resolved;
  • cooperate with reasonable verification steps;
  • avoid using the product once a damage, wrong item, or defect claim is raised, unless instructed otherwise.

20. Our Rights

We reserve the right to:

  • inspect and verify all claims;
  • request additional information or evidence;
  • determine whether a refund, replacement, partial refund, or denial is appropriate;
  • update product handling rules for hygiene, safety, and quality;
  • modify this Policy at any time in accordance with the “Changes to This Document” clause below.

21. Limitation of Liability

To the maximum extent permitted by applicable law:

  • our liability under this Policy is limited to the value of the relevant product or order for which a refund is approved;
  • we are not liable for indirect, incidental, consequential, special, or punitive damages;
  • we are not responsible for delays or failures caused by third-party couriers, banks, payment gateways, customs authorities, or events beyond our reasonable control.

Nothing in this Policy limits any non-excludable rights available under applicable law.

22. Governing Law and Jurisdiction

This Policy shall be governed by and interpreted in accordance with the laws of India.

Subject to applicable law, the courts at Varanasi, Uttar Pradesh shall have exclusive or primary jurisdiction over disputes arising out of or relating to this Policy.

Dispute resolution method:

  • Disputes will be resolved by binding arbitration; courts at Varanasi have enforcement jurisdiction only.

If arbitration is selected, the arbitration clause should specify:

  • seat;
  • number of arbitrators;
  • language;
  • appointment process;
  • governing arbitration rules;
  • interim relief rights.

23. Changes to This Document

We may update, revise, or replace this Policy at any time to reflect business changes, legal requirements, operational changes, or product updates.

Any revised version will be posted on our website with a new effective date. Continued use of our website or services after the updated Policy becomes effective constitutes acceptance of the revised Policy, to the extent permitted by law.

24. Contact Us

If you have any questions, complaints, or refund requests, please contact us at:

Al Qalam Perfume
Address: B 18/1 D-E, Reori Talab Rd, opposite Jamia Islamia Madarasa, Ashfaq Nagar, Bhelupur, Varanasi, Uttar Pradesh 221010
Email: info@alqalamperfume.com
Phone/WhatsApp: +91 92360 37940
Customer Support Hours: 24/7

Complaint email: info@alqalamperfume.com

Please mention your order number and supporting details to help us respond quickly.