1. PRODUCTS COVERED UNDER THIS POLICY
This Refund or Return Policy applies to EULORIS products purchased directly through www.euloris.com, including:
- Scented Candles
- Room Mists
- Reed Diffusers
- Car Fragrances
- Linen and Fabric Fragrances
- Wardrobe Fragrances
- Other Home Fragrance products
- Fragrance discovery sets
- Gift sets and combination packs
- Other products offered for sale through the Website
Where a particular product has additional return, replacement or refund terms displayed on its product page or communicated at the time of purchase, those terms will also apply, subject to applicable law.
2. WHEN A RETURN, REPLACEMENT OR REFUND IS ACCEPTED
A return, replacement or refund may be accepted where the product delivered to you:
- Is damaged, broken or cracked during transit
- Is leaking or substantially spilled on delivery
- Has a manufacturing or material defect
- Is defective or materially unusable upon delivery
- Is different from the product ordered
- Is a different fragrance from the fragrance ordered
- Is missing from the order
- Is missing an essential component or accessory
- Is materially different from the product description, specifications, characteristics or representation provided by EULORIS
- Is otherwise not in conformity with the order
- Is otherwise subject to a remedy under applicable consumer protection law
Examples may include:
- A scented candle arriving with a broken or cracked vessel
- A Room Mist bottle arriving damaged or leaking
- A Reed Diffuser bottle arriving broken or leaking
- A fragrance different from the one ordered being delivered
- A different product or SKU being delivered
- An essential component of a purchased product being missing
- A product having a material manufacturing defect
- A product being materially different from its advertised characteristics
The appropriate remedy may be a replacement, refund, return or other remedy available under applicable law, depending on the circumstances.
3. WHEN A RETURN, REPLACEMENT OR REFUND IS GENERALLY NOT ACCEPTED
A return, replacement or refund will generally not be accepted where the request is solely because:
- The customer has changed their mind after placing the order
- The customer no longer wants the product
- The customer ordered the wrong fragrance
- The customer selected the wrong product or variant
- The customer does not like or prefer the fragrance
- The fragrance does not meet the customer's personal preference
- The customer expected a different fragrance experience
- The product was purchased as a gift and the recipient does not prefer the fragrance
- The customer wishes to exchange the product for another fragrance or product based on personal preference
- The product has been opened or used and the request is solely based on personal preference rather than a defect, deficiency, incorrect product or other eligible issue
Fragrance is inherently subjective. Individual perception of a fragrance may differ based on personal preference, environment, room size, ventilation, temperature, humidity and other factors.
Accordingly, a difference in personal fragrance preference or subjective fragrance experience does not by itself constitute a product defect.
However, nothing in this section limits any mandatory consumer rights or remedies available under applicable law, including where a product is defective, deficient, materially different from what was advertised or otherwise does not conform to the order.
4. OPENED OR USED PRODUCTS
EULORIS generally does not accept returns solely because a customer does not prefer a product after opening or using it.
However, opening or using a product does not by itself remove any consumer right or remedy that may apply where the product is defective, deficient, incorrect, materially different from what was advertised or otherwise covered by applicable law.
Where an issue is reported after a product has been opened or used, EULORIS may request reasonable information, photographs, video or other evidence to assess the nature of the issue.
5. DAMAGE DURING DELIVERY
EULORIS takes reasonable precautions to package its products appropriately for transportation.
Some EULORIS products, including scented candles, diffuser vessels and fragrance bottles, may contain glass or other materials that can be damaged during transit.
If your product arrives damaged, broken, cracked or leaking, please contact EULORIS as soon as reasonably possible after delivery.
For damage-related claims, we may request:
- Order number
- Photographs of the outer shipping package
- Photographs of the product and damage
- Photograph of the shipping label
- A short video showing the condition of the package or product, where reasonably required
- Any other information reasonably necessary to assess the claim
All photographs, videos and other evidence submitted in connection with a return, replacement or refund request must be genuine, accurate and relate to the actual product and shipment received by the customer.
Customers must not submit:
- AI-generated photographs or videos
- Digitally fabricated or artificially generated evidence
- Materially manipulated or altered photographs or videos
- Photographs or videos relating to a different product, shipment or order
- Any other false, misleading or fabricated evidence
EULORIS may use appropriate technological tools, including AI-based or other image and content analysis tools, to assess whether submitted evidence appears genuine and consistent with the reported issue.
If EULORIS reasonably determines that photographs, videos or other evidence submitted in support of a claim has been fabricated, AI-generated, materially manipulated, misleading or does not relate to the actual product or shipment, the claim may be rejected and EULORIS may decline the requested return, replacement or refund, subject to applicable law.
Where appropriate, EULORIS may request additional evidence or verification before determining the outcome of a claim.
Please retain the product, original packaging and shipping materials until the claim has been reviewed and resolved.
6. WRONG PRODUCT OR WRONG FRAGRANCE
If you receive a product or fragrance different from the one ordered, please contact EULORIS as soon as reasonably possible after delivery.
Where the error is verified, EULORIS may provide:
- Replacement with the correct product or fragrance, subject to availability
- Refund where replacement is unavailable or otherwise appropriate
- Another remedy where required by applicable law
Where reasonably necessary, EULORIS may arrange collection of the incorrectly delivered product.
7. DEFECTIVE PRODUCTS
If you believe that a product is defective, please contact us with details of the issue.
A product may be considered defective where it has a manufacturing or material defect or does not function or perform in accordance with its applicable product characteristics.
Examples may include:
- A candle vessel or component having a material manufacturing defect
- A Room Mist bottle or spray mechanism having a manufacturing defect
- A Reed Diffuser vessel, closure or essential component having a material defect
- A product being materially unusable due to a manufacturing defect
Normal characteristics of fragrance products, minor variations inherent in the product or differences in individual fragrance perception will not automatically constitute a defect.
8. LEAKAGE OR SPILLAGE
If a liquid fragrance product such as a Room Mist, Reed Diffuser or other liquid fragrance product arrives leaking or substantially spilled, please contact EULORIS promptly.
Please provide photographs or video showing, where possible:
- The product
- The leakage or spillage
- The product packaging
- The shipping package
- The shipping label
Depending on the circumstances, EULORIS may provide a replacement, refund or other applicable remedy.
9. MISSING PRODUCTS OR COMPONENTS
If an item or an essential component appears to be missing from your order, please contact us promptly.
We may verify the order, packing information and shipment details before processing the claim.
Where the missing item or component is verified, EULORIS may:
- Send the missing item or component
- Replace the affected product
- Provide an appropriate refund
- Provide another applicable remedy where required by law
10. REPORTING A DELIVERY ISSUE
We request that customers report damaged, broken, leaking, incorrect or missing products within 48 hours of delivery.
This helps us investigate the condition of the shipment promptly and coordinate with our logistics partners where necessary.
Failure to report an issue within 48 hours will not by itself exclude a remedy that is otherwise available to the customer under applicable law.
11. CONDITION OF PRODUCTS FOR APPROVED RETURNS
Where EULORIS approves a return or requests that a product be returned for inspection, the customer should:
- Retain the original product
- Retain the original packaging
- Retain shipping materials where available
- Not intentionally alter or damage the product
- Keep the product in a condition reasonably suitable for assessment
For products that are defective, damaged or incorrectly delivered, EULORIS will determine whether the product needs to be returned or whether photographs, video or other evidence is sufficient to process the claim.
Customers should not independently ship products to EULORIS without receiving return instructions from our customer support team.
12. REPLACEMENT
Where a replacement is approved:
- Replacement will generally be for the same product and fragrance originally ordered.
- Replacement is subject to product availability.
- If the exact product is unavailable, EULORIS may provide an alternative remedy, including a refund, as appropriate.
- EULORIS may require the original product to be returned where reasonably necessary.
Approval of a replacement does not create a general right to exchange a product for another fragrance or product based solely on personal preference.
13. REFUNDS
Where a refund is approved, the refund will generally be processed to the original payment method used for the order, subject to the capabilities and processing procedures of the relevant payment service provider.
A refund may be provided where:
- The product is eligible for a refund under this Policy
- A replacement is unavailable
- The product cannot reasonably be replaced
- EULORIS determines that a refund is the appropriate remedy
- A refund is required under applicable law
The time taken for the refund to appear in the customer's account may depend on the payment gateway, bank, card issuer, UPI provider or other payment service provider.
14. RETURN AND REPLACEMENT SHIPPING COSTS
Where EULORIS accepts a return or replacement because a product was damaged, defective, incorrect, missing or otherwise eligible for a remedy under this Policy, EULORIS will generally bear the reasonable return or replacement logistics cost where the return is arranged or approved by EULORIS.
Customers should not independently ship products back to EULORIS without receiving instructions from our customer support team.
Where a return is requested for a reason not covered by this Policy, EULORIS may decline the return and any associated shipping costs will not be reimbursed, subject to applicable law.
15. PRODUCTS DAMAGED AFTER DELIVERY
EULORIS is generally not responsible for damage caused after delivery due to:
- Improper handling
- Incorrect storage
- Exposure to excessive heat, direct sunlight or moisture
- Failure to follow product instructions
- Misuse
- Accidental damage
- Modification of the product
- Normal wear and tear
- Use contrary to the safety or usage instructions provided with the product
This does not affect any rights available to the customer in relation to a genuine manufacturing defect or another issue that existed at the time of delivery.
16. FRAGRANCE VARIATIONS AND PERSONAL PREFERENCE
Fragrance perception may vary between individuals and may be influenced by environmental conditions such as room size, ventilation, temperature, humidity and the materials or surfaces present in a space.
The following will generally not constitute a product defect or basis for return or refund by themselves:
- The customer does not like the fragrance
- The fragrance is perceived as stronger or lighter than expected
- The fragrance smells different to the customer than anticipated
- The customer expected a different fragrance character
- The fragrance does not suit the customer's personal preference
However, where a product is materially different from its advertised fragrance characteristics or the fragrance supplied is not the fragrance ordered, the issue may be eligible for a remedy under this Policy and applicable law.
17. PRODUCT AVAILABILITY
Replacement products are subject to availability.
If the same product or fragrance is unavailable, EULORIS may provide an appropriate alternative remedy, which may include a refund.
We will communicate the available resolution to the customer where a claim has been approved.
18. PROMOTIONAL, COMBO AND GIFT SET ORDERS
Where a damaged, defective, incorrect or missing product forms part of a promotional offer, combo, bundle, discovery set or gift set, the applicable remedy may relate to the affected component rather than the entire order.
Where the circumstances reasonably require the entire set to be returned or replaced, EULORIS will communicate the applicable resolution.
Promotional products, complimentary gifts or free products may not have a separate monetary refund value unless required by applicable law.
19. PRODUCTS PURCHASED DURING SALES OR PROMOTIONS
Products purchased during a sale, promotional campaign or discounted offer remain subject to this Policy.
Discounted or promotional pricing does not remove applicable consumer rights in relation to defective, damaged, incorrect or otherwise non-conforming products.
20. PRODUCTS PURCHASED THROUGH THIRD-PARTY MARKETPLACES
If an EULORIS product is purchased through an authorised third-party marketplace or other platform, the return, refund and replacement process may also be governed by the applicable policies of that platform.
Customers should follow the return or complaint procedure specified by the platform through which the purchase was made.
Where required, EULORIS will cooperate with the relevant platform in resolving eligible product issues.
21. HOW TO REQUEST A RETURN, REPLACEMENT OR REFUND
To report an eligible issue, please contact:
EULORIS Customer Support
Email: care@euloris.com
Please include:
- Order number
- Name used for the order
- Registered mobile number or email address
- Product name
- Description of the issue
- Photographs of the product
- Photographs of the packaging and shipping label, where relevant
- Video, where reasonably requested
- Any other information reasonably necessary to assess the claim.
22. CLAIM REVIEW AND RESOLUTION
Every return, replacement or refund request will be reviewed based on the information provided and the circumstances of the claim.
EULORIS may request additional information, photographs, video or return of the product where reasonably necessary.
Where a claim is approved, EULORIS will communicate the applicable remedy to the customer.
The remedy will be determined based on the nature of the issue, availability of the product and applicable law.
23. FRAUDULENT OR ABUSIVE CLAIMS
EULORIS may investigate claims where there is reasonable evidence of:
- Fraudulent claims
- Repeated misuse of the return or refund process
- Deliberate damage to products
- False or misleading information
- Abuse of replacement or refund benefits
- Other attempts to obtain an improper refund or replacement
EULORIS may take appropriate action in response to fraudulent or abusive activity, subject to applicable law and consumer rights.
24. CANCELLATION BEFORE DISPATCH
Where an order has not yet been dispatched, customers may request cancellation by contacting EULORIS as soon as possible.
Cancellation requests are subject to the stage of order processing and may not be possible once the order has been dispatched or handed over to the logistics provider.
Where cancellation is successfully accepted, the applicable refund will be processed in accordance with the payment method and applicable law.
25. DELIVERY REFUSAL
Customers are requested not to refuse delivery merely because they have changed their mind or no longer wish to receive the product.
If an order is refused or returned to EULORIS without an eligible reason covered by this Policy, EULORIS may review the circumstances before processing any refund, subject to applicable law.
Where the product is returned because it was damaged, defective, incorrect or otherwise covered by an eligible claim, the applicable remedy will be provided in accordance with this Policy and applicable law.
26. REFUND PROCESSING
Once a refund is approved, EULORIS will initiate the refund through the applicable payment mechanism.
The actual time for the refund to be credited may depend on:
- Payment gateway
- Bank
- Card issuer
- UPI provider
- Other payment service provider
EULORIS is not responsible for delays caused solely by the customer's bank or payment service provider.
27. CONSUMER RIGHTS
This Policy explains EULORIS's standard return, replacement and refund process.
Nothing in this Policy is intended to exclude, restrict or waive any mandatory consumer rights or remedies available under applicable Indian law.
Where applicable law provides a consumer with a right, remedy or protection that is inconsistent with this Policy, the applicable law will prevail to the extent of that inconsistency.
28. GRIEVANCE REDRESSAL
For any concern relating to a return, replacement, refund or other customer grievance, you may contact:
Grievance Officer:
Shweta Chauhan
Designation: Director
Lavenz Fragrant Living
Email: care@euloris.com
EULORIS will acknowledge consumer grievances within the timeline prescribed by applicable law and endeavour to resolve them within the applicable statutory period.
Where applicable law provides for further escalation or recourse to a regulatory or adjudicatory authority, you may exercise such rights in accordance with applicable law.
29. GOVERNING LAW
This Refund or Return Policy shall be governed by and interpreted in accordance with the laws of India, subject to the mandatory rights and protections available to consumers under applicable law.
Subject to applicable consumer rights and other mandatory legal remedies, matters relating to this Policy shall be subject to the jurisdiction of courts in Noida, Uttar Pradesh, India.
30. CHANGES TO THIS POLICY
EULORIS may update this Refund or Return Policy from time to time to reflect changes in our products, services, operational processes or applicable legal and regulatory requirements.
The updated Policy will be published on the Website.
Where required by applicable law, EULORIS will provide appropriate notice regarding material changes.
