Clear & Fair
At Aellora, we want your perfume shopping experience to feel clear and fair. This policy outlines our policies for cancellations, product-related concerns, replacements, exchanges and refunds.
Perfumes and fragrance products require careful handling. For hygiene, safety, product integrity, and quality control reasons, perfumes and fragrance products are non-refundable after delivery, except in approved cases mentioned in this policy.
Return & Exchange Eligibility
All accepted cases must be reported within 15 days of delivery and are subject to verification and approval by Aellora.
✓ Return Accepted If
- Wrong product delivered (subject to verification and approval) — replacement, or full refund if replacement unavailable
- Damaged or leaking bottle (subject to verification and approval) — replacement, or full refund if replacement unavailable
- Manufacturing defect (subject to verification and approval) — replacement, or full refund if replacement unavailable
- Missing item from the delivered order (subject to verification and approval) — replacement, or full refund if replacement unavailable
✕ Return Not Accepted If
- Customer didn’t like the fragrance
- Change of mind
- Opened or used perfume, unless a damaged bottle or manufacturing defect is verified (see Exception below)
- The product or packaging has been tampered with after delivery by the customer.
Note: If the shipping parcel appears tampered with at the time of delivery, please refuse delivery where possible and contact Aellora immediately.
Exception
If a perfume is found to have a damaged bottle or a manufacturing defect, it remains eligible for a replacement, or a full refund if a replacement is unavailable, subject to verification through your unboxing video and approval by Aellora. This includes defects noticed on first use (e.g., a non-functioning sprayer), supported by a clear video of the issue.
Return & Exchange Portal
To make the process simple and transparent, Aellora provides a dedicated Return & Exchange Portal. Through the portal, you can:
- Raise a return, replacement, or exchange request using your order number & Email ID/Phone number
- Upload a clear unboxing video of your order to help us verify your claim more quickly.
- Track the status of your request
All product-related requests after delivery must be raised within 15 days after receiving the order. If you face any difficulty using the portal, you can also reach us at contact@aellora.in or on WhatsApp at 7208822916.
Order Cancellation by Customer
Customers may request cancellation before the order is packed or shipped.
To request cancellation, contact us at contact@aellora.in with your order number.
Cancellation may not be possible if:
- The order has already been packed
- The order has already been shipped
- The order has been handed over to the courier partner
- The product was purchased during a final sale or non-cancellable promotion, if clearly mentioned
If an eligible cancellation is approved before dispatch, the refund will be processed to the original payment method.
Order Cancellation Due to Product Availability
Perfume products may sell continuously across different channels, and availability can change quickly.
In rare cases, Aellora may need to cancel an order if the product becomes unavailable at our end after the order is placed. This may happen due to stock mismatch, inventory update delay, supplier availability, product condition issue, or quality check failure before dispatch.
If this happens, Aellora will inform the customer and process an eligible refund for the unavailable product according to the original payment method.
Where possible, we may also offer an alternate product option, but the customer can choose whether to accept the alternative or receive a refund.
Video Proof for Damaged, Manufacturing Defect, Wrong, or Missing
For damaged, leaking, wrong, missing, or authenticity-related product claims, customers should start recording before opening the sealed shipping parcel. The video must be recorded continuously until the product is fully inspected.
The video should show:
- The sealed parcel before opening
- The order ID or shipping label
- All sides of the package
- Parcel condition
- Product box
- Perfume bottle
- Any visible manufacturing defect, damage, leakage, or other issue must be clearly highlighted and shown in the video to support the claim.
The video should be recorded in one continuous clip without cuts or pauses. Aellora reserves the right to request additional photos, videos, or information if further verification is required.
This helps Aellora verify the issue fairly and process eligible replacements, exchanges, store credit, or refunds faster where approved or required.
If video proof is not available, Aellora may still review the case based on available photos, courier records, delivery status, and the nature of the issue, but approval will depend on the evidence provided.
Return Pickup or Return Shipping Address
Customers should not ship any product back without written confirmation from Aellora.
For approved return, replacement, or exchange requests, the return pickup or return shipping address will be assigned by the Aellora team based on the customer’s city, location, courier serviceability, and the nature of the request.
Return & Exchange Shipping Cost
For approved return, replacement, or exchange requests, Aellora will bear the eligible return or exchange shipping cost.
If a return is sent without approval or to an incorrect address, Aellora may not be responsible for loss, delay, damage, or additional shipping costs.
Approved Refund Timeline
Where a refund is approved by Aellora or required due to order cancellation, failed fulfilment, payment issue, or cancellation from our end, the eligible refund is usually processed within 1–2 business days after approval.
The final credit timeline may depend on your bank, card issuer, wallet, UPI provider, or payment gateway.
Fraudulent or False Claims
Aellora reserves the right to reject any request found to contain false, misleading, edited, or fraudulent evidence. Repeated misuse of the return process may result in future orders or return requests being declined.
How to Raise a Request
To raise a product concern, replacement, exchange, or approved refund request, contact:
Portal: Return & Exchange Portal — raise your request and upload your unboxing video.
Required Detail: Order ID, Phone Number & Email Address
Our team will review your request and guide you with the next steps.