Returns + Exchanges Policy
At Siddhi Sugandh, we believe that every fragrance should arrive at your doorstep with the same care, quality and attention with which it was created.
We carefully inspect and securely pack every order before dispatch. However, because our products include incense sticks, dhoop, bakhoor, attar, pooja fragrances and other fragrance-based products, they are personal-use and consumable products. Once a fragrance product has been opened, used or exposed to the surrounding environment, it cannot be hygienically resold.
For this reason, Siddhi Sugandh does not offer a general return or refund facility for products simply because a customer has changed their mind, selected the wrong product, does not like the fragrance after opening, or no longer wishes to keep the product.
At the same time, we absolutely do not want a customer to be left without support when there is a genuine problem with an order.
Therefore, Siddhi Sugandh provides an Easy Replacement facility for eligible cases such as products damaged during transit, incorrect products received, missing items, or other verified order-related issues.
Our objective is simple: if something has gone wrong with your order, we will work with you to resolve it fairly and efficiently.
1. What Does Our Easy Replacement Policy Cover?
You may request a replacement if you receive an order with a genuine issue that falls under one of the following categories:
- Damaged Product
If the product or its packaging has been physically damaged during transportation or delivery, please contact us as soon as possible with the required photographs and an unboxing video.
Examples may include a cracked container, severely damaged packaging, leakage where applicable, broken product components, or other visible damage caused during transit.
- Wrong Product Received
If you receive a product that is different from the product mentioned in your order, please contact us within the applicable claim period.
For example, if you ordered one fragrance but received another fragrance, we will review the order and arrange an appropriate replacement if the error is verified.
- Missing Product or Missing Item
If any product or item included in your confirmed order is missing from the delivered package, please report the issue within the applicable claim period.
Our team may request photographs, an unboxing video, the order number and other information to verify the claim.
- Incorrect Quantity
If the quantity received does not match the quantity mentioned in your confirmed order, please contact us promptly with supporting evidence.
After verification, we may arrange a replacement or resolution for the missing quantity, subject to the circumstances of the case.
- Product Received in an Unusable Condition
If a product arrives in a condition that makes it materially unusable and the issue appears to have occurred before or during delivery, please contact our support team immediately.
The claim will be reviewed based on the photographs, unboxing video, order information and other evidence provided.
2. Important: Unboxing Video Requirement
For damaged, missing, incorrect or tampered orders, we strongly require customers to record a clear and continuous unboxing video while opening the package.
The unboxing video is one of the most important pieces of evidence used by our team to verify a delivery-related claim.
The video should clearly show:
- The unopened outer package as received.
- The shipping label or order details visible on the package.
- The complete package before it is opened.
- The opening of the package from beginning to end.
- All products and packaging materials received inside.
- Any visible damage, leakage, breakage, missing product or incorrect product.
- The condition of the inner packaging and product.
Please avoid cutting, editing or stopping the video before the package has been completely opened and its contents inspected.
For courier-related damage, missing products or incorrect products, Siddhi Sugandh reserves the right to request an unboxing video before approving a replacement claim.
If an unboxing video is not available, our team may still review the case based on the photographs, delivery records, packaging condition, courier information and other available evidence. However, approval of a replacement without an unboxing video cannot be guaranteed.
This requirement helps us protect genuine customers and also helps us investigate cases involving damage or missing items during transportation.
3. Replacement Request Timeline
To provide quick assistance, customers should report any issue as soon as possible after delivery.
For damaged, incorrect, missing or quantity-related orders, the preferred reporting period is within 48 hours of delivery.
Eligible claims may be submitted up to 3 calendar days from the date of delivery, subject to verification and the availability of appropriate supporting evidence.
Claims submitted after 3 calendar days may not be eligible for replacement unless Siddhi Sugandh determines that exceptional circumstances apply or the issue is covered by an applicable legal requirement.
We strongly recommend checking your package immediately after delivery rather than waiting several days to open it.
4. How to Request a Replacement
If you believe that your order qualifies for replacement, please follow these steps:
Step 1: Keep the product, packaging and shipping material safely with you.
Do not throw away the outer box, inner packaging, labels, invoice or other packaging materials until the issue has been resolved.
Step 2: Record the unboxing evidence.
For damaged, missing or incorrect orders, provide the original unboxing video wherever available.
Step 3: Take clear photographs.
Please photograph the product, packaging, shipping label, visible damage and any other relevant details.
Step 4: Contact Siddhi Sugandh.
Send your replacement request to:
Email: info@siddhisugandh.com
Phone: +91 7977336513
Please include your order number, registered name, contact number, description of the issue, photographs and unboxing video where applicable.
Step 5: Wait for verification.
Our customer support team will review the information and may request additional photographs, videos or details if necessary.
5. Information Required for a Replacement Claim
To process your request efficiently, please provide:
- Order number.
- Customer name.
- Registered mobile number.
- Email address used while placing the order.
- Date of delivery.
- Name of the product concerned.
- Description of the issue.
- Clear photographs of the product.
- Clear photographs of the outer package and shipping label.
- Unboxing video, wherever applicable.
- Any other information requested by our support team.
Providing complete information at the beginning can significantly reduce the time required to investigate your claim.
6. Verification of Replacement Claims
Every replacement request is subject to verification.
Once we receive your claim, our team may review:
- The original order details.
- Product and quantity ordered.
- Product and quantity delivered.
- Photographs and videos submitted.
- Condition of the outer and inner packaging.
- Shipping and delivery records.
- Courier information, where applicable.
- Product batch or identification information, where applicable.
- Any other information reasonably required to determine the cause of the issue.
A replacement will be approved only after the issue has been reasonably verified.
Submitting photographs or videos does not automatically guarantee approval of a replacement.
7. Products That Are Not Eligible for Replacement
Because of the nature of fragrance and personal-use products, the following situations generally do not qualify for replacement:
- Change of mind after purchase.
- Customer no longer wants the product.
- Customer ordered the wrong fragrance or product voluntarily.
- Customer does not personally like the fragrance after opening or using it.
- Product has been opened, used or consumed and there is no verified product defect.
- Product has been damaged after delivery due to improper handling, storage or use.
- Product has been exposed to excessive heat, moisture, water or other unsuitable conditions after delivery.
- Claims submitted after the applicable claim period without a valid reason.
- Products returned without prior approval from Siddhi Sugandh.
- Products that have been altered, modified, damaged or misused after delivery.
- Claims where the available evidence does not reasonably establish that the issue occurred before or during delivery.
Fragrance is inherently subjective. Differences in individual perception of scent, intensity or fragrance preference are not considered product defects.
8. Wrong Product Received
If Siddhi Sugandh has dispatched a product different from the product confirmed in your order, please contact us within 3 calendar days of delivery.
After verification, we may arrange a replacement with the correct product.
Where required, we may provide instructions for returning the incorrectly supplied product. Customers should not independently ship any product back to us without receiving confirmation and instructions from our support team.
9. Damaged Product During Delivery
If your product arrives damaged, please photograph the package before discarding or altering any packaging material.
Where possible, please provide:
- Photograph of the shipping box.
- Photograph of the shipping label.
- Photograph of the damaged packaging.
- Photograph of the damaged product.
- Complete unboxing video.
If the damage is verified as a transit-related issue, Siddhi Sugandh will make reasonable efforts to provide a replacement of the affected product, subject to product availability.
If the exact product is unavailable, Siddhi Sugandh may contact you to discuss an appropriate alternative resolution.
10. Missing Product or Item
If your package appears to be missing one or more products, please do not discard the packaging.
Contact us within 48 hours of delivery, preferably with the complete unboxing video.
Our team will compare the delivered contents with the original order, packing information and dispatch records.
If the shortage is verified, Siddhi Sugandh will arrange an appropriate replacement or resolution for the missing item.
11. Tampered or Opened Package at Delivery
If you receive a package that appears significantly tampered with, opened, torn, resealed or otherwise compromised, please take photographs before opening it.
Where possible, customers should refuse visibly and materially damaged or tampered packages at the time of delivery if the condition is clearly apparent.
If the package has already been accepted, please contact Siddhi Sugandh immediately and provide photographs and an unboxing video.
Our team will investigate the matter with the relevant delivery partner where necessary.
12. Replacement Shipping
If a replacement is approved because of a verified issue attributable to Siddhi Sugandh or the delivery process, Siddhi Sugandh will generally arrange the replacement shipment without charging an additional product or replacement shipping fee, subject to the circumstances of the case.
Customers should not independently arrange a return shipment unless specifically instructed by Siddhi Sugandh.
If a product is required to be returned for verification, our support team will provide the necessary instructions.
13. No Unauthorised Returns
Please do not send any product back to Siddhi Sugandh without receiving prior written instructions or confirmation from our customer support team.
Unauthorised shipments may not be accepted, tracked or processed.
If a return shipment is required as part of an approved replacement process, our team will communicate the return procedure to you.
14. Replacement Processing Time
Once all required information has been received, Siddhi Sugandh will generally review the claim within 2–3 business days.
If additional verification is required, the review may take longer.
Once a replacement is approved, the replacement order will normally be processed and dispatched within 3–7 business days, depending on product availability and operational circumstances.
Delivery time after dispatch will depend on the destination and courier service.
In certain cases, delays may occur because of courier disruptions, public holidays, weather conditions, remote delivery locations or other circumstances beyond our reasonable control.
15. Product Availability and Replacement
Replacement is subject to availability of the relevant product.
If the exact product is temporarily unavailable, Siddhi Sugandh may:
- Wait until the product becomes available and arrange the replacement.
- Offer an equivalent or suitable alternative, subject to customer approval.
- Provide another reasonable resolution depending on the circumstances and applicable law.
We will communicate with the customer before making a substitution where customer approval is reasonably required.
16. Refunds
Siddhi Sugandh primarily follows a replacement-based resolution for eligible product issues because of the consumable and fragrance-related nature of our products.
A standard “change of mind” refund is not offered.
However, where a refund is required under applicable law, where replacement is not reasonably possible, or where Siddhi Sugandh specifically approves a refund as an appropriate resolution, the refund will be processed through the applicable payment method or in another legally permissible manner.
Approved refunds will be initiated within a reasonable period after the refund decision is confirmed. The actual time taken for the amount to reflect in the customer's account may depend on the payment gateway, bank or financial institution.
17. Cancellation Before Dispatch
If you wish to cancel an order, please contact us as soon as possible after placing the order.
Cancellation requests can be considered only before the order has entered the dispatch or fulfilment process.
Once an order has been dispatched, cancellation may no longer be possible and the request will be handled according to the applicable terms of this policy and applicable law.
Where a cancellation is accepted, the applicable refund will be processed through the original payment method or another legally permissible method.
18. Incorrect Shipping Address Provided by Customer
Customers are responsible for providing an accurate and complete shipping address, mobile number and other delivery information at the time of placing an order.
If an incorrect or incomplete address is provided and the courier is unable to deliver the package, additional shipping or re-delivery charges may apply where permitted.
If the order is returned to us because of an incorrect address, refusal to accept delivery, or repeated failed delivery attempts attributable to the customer, our support team will contact the customer to determine the next appropriate step.
19. Products Damaged After Successful Delivery
Once an order has been successfully delivered in good condition, Siddhi Sugandh is not responsible for damage caused by improper storage, handling or use.
Incense, bakhoor, dhoop, attar and other fragrance products should be stored according to the product instructions and kept away from excessive heat, moisture, water and direct sunlight wherever applicable.
Customers should follow all safety and usage instructions provided with the product.
20. Fragrance Preference Is Not a Product Defect
Fragrance is a personal experience and can be perceived differently by different individuals.
A customer may find a fragrance stronger, softer, sweeter, warmer, more floral, woody, spicy or otherwise different from their personal expectation.
Such subjective fragrance preferences do not constitute a manufacturing defect or reason for replacement when the correct product has been supplied and the product is otherwise in proper condition.
We therefore encourage customers to carefully review the product description, fragrance profile and available product information before placing an order.
21. Promotional Products, Free Gifts and Combo Offers
Where an order contains promotional products, complimentary items, free gifts or special combo offers, the eligibility of those items for replacement will be assessed along with the primary order.
If a free promotional item is missing or damaged, please mention it in your claim so that our team can verify the issue.
The replacement of promotional items may be subject to product availability and the specific terms of the applicable promotion.
22. Replacement Does Not Mean Automatic Refund
An approved replacement claim will normally be resolved through replacement of the affected product rather than a cash refund.
A refund may be considered where replacement is not reasonably possible, the relevant product is unavailable, or where required by applicable law or otherwise approved by Siddhi Sugandh.
23. Multiple Issues in the Same Order
If you identify multiple issues in the same shipment, please report all of them together in your initial claim wherever possible.
For example, if a package contains both a damaged product and a missing product, please mention both issues and provide the available supporting evidence.
This helps us investigate the entire shipment efficiently and avoid unnecessary delays.
24. Customer Cooperation
Customers are expected to cooperate reasonably during the claim verification process.
This may include providing photographs, videos, order information, packaging details or other relevant information requested by Siddhi Sugandh.
If the requested information is not provided, our ability to verify and process the claim may be limited.
25. Fraudulent or Misleading Claims
Siddhi Sugandh takes genuine customer complaints seriously and aims to resolve legitimate issues fairly.
However, deliberately submitting false information, manipulated photographs or videos, repeated fraudulent claims, misrepresenting the condition of a product, or attempting to obtain an unjustified replacement may result in the claim being rejected.
Where appropriate, Siddhi Sugandh may take further action permitted under applicable law.
26. Order and Delivery Evidence
For operational and customer-service purposes, Siddhi Sugandh may maintain relevant order records, payment information, shipping information, delivery records, product information and customer communications necessary to investigate a complaint or replacement request.
Such information will be handled in accordance with our Privacy Policy and applicable laws.
27. Customer Grievance and Support
If you have any concern regarding your order, replacement request or any other issue, we encourage you to contact us directly so that our team can review the matter.
Customer Support:
Email: info@siddhisugandh.com
Phone: +91 7977336513
Website: www.siddhisugandh.com
When contacting us, please mention your order number so that we can locate your order and assist you more quickly.
28. Grievance Redressal
We aim to acknowledge customer complaints promptly and make reasonable efforts to resolve eligible complaints within the applicable period.
If a complaint requires additional investigation, courier coordination, payment verification or other third-party confirmation, the resolution may take additional time.
Customers will be informed where additional information or time is reasonably required.
29. Important Legal Rights
Nothing in this Returns & Exchanges Policy is intended to exclude, restrict or limit any rights or remedies available to a consumer under applicable Indian law.
Where applicable law provides a consumer with a right to return, refund, replacement, cancellation, compensation or another remedy, those rights will continue to apply to the extent required by law.
This policy is intended to explain Siddhi Sugandh's standard replacement process and the practical procedure for raising product-related concerns. It should not be interpreted as a waiver of any mandatory consumer protection rights.
30. Policy Updates
Siddhi Sugandh may update this Returns & Exchanges Policy from time to time to reflect changes in our products, services, business practices, payment or delivery processes, or applicable legal and regulatory requirements.
The updated version will be published on this page with the applicable effective date.
Customers are encouraged to review this policy before placing an order.
31. Our Commitment to You
At Siddhi Sugandh, we understand that purchasing fragrance online is built on trust.
You may not be able to experience the fragrance before it reaches your home, which is why we take product presentation, secure packaging and customer support seriously.
While the nature of incense, bakhoor, dhoop and other fragrance products means that we cannot provide an open-ended return facility, we never want a genuine delivery or product issue to become a difficult experience for our customers.
If your order arrives damaged, incorrect, incomplete or with another verified issue, please reach out to us promptly.
Keep your order details, packaging and unboxing evidence available, and our team will review the matter carefully and work towards the most appropriate resolution.
Our goal is not simply to deliver fragrance to your home. It is to make every interaction with Siddhi Sugandh feel as thoughtful, trustworthy and considered as the ritual itself.