Refund policy

Replacement & Refund Policy

At The Indian Route, every product is carefully inspected and securely packaged before dispatch. We take great care to ensure that your fragrances and candles reach you in perfect condition.

We are committed to delivering products of the highest quality and ensuring that every order reaches you safely.

Replacement Eligibility

We offer replacement only in the unlikely event that your product arrives damaged, broken, defective, or if you receive an incorrect item.

To be eligible for a replacement:

  • The replacement request must be raised within 5 days of delivery.

  • A clear, continuous unboxing video must be provided, recorded from the moment the sealed package is opened.

  • The video must clearly show the unopened package, shipping label, and condition of the product upon opening.

  • The product must be unused and in its original packaging, wherever applicable.

Claims relating to damage, breakage, missing items, leakage, defects, or incorrect products cannot be accepted without a valid unboxing video.

No Returns or Refunds

As The Indian Route specializes in premium fragrances and handcrafted candles, we do not offer returns, cancellations, or refunds once an order has been delivered.

We do not accept requests based on:

  • Change of mind

  • Personal preference

  • Incorrect product selection by the customer

  • Gift-related concerns

  • Minor variations inherent to handcrafted products

  • Fragrance preferences after opening or using a product

  • Delays caused by courier or logistics partners

All purchases are final, except for approved replacement requests covered under this policy.

Replacement Process

  1. Contact our Customer Support team within 5 days of receiving your order.

  2. Share your order number, photographs/videos of the issue, and the complete unboxing video.

  3. Our quality team will review the request within 2–3 business days.

  4. Upon approval, a reverse pickup will be arranged wherever available.

  5. The replacement product will be dispatched after the original product has been successfully picked up or received at our facility.

Non-Serviceable Locations

For locations where reverse pickup is unavailable:

  • Customers may be requested to ship the product to our designated return address using a reliable courier service or India Post.

  • The Indian Route will reimburse return shipping charges up to ₹250 upon submission of a valid courier receipt.

  • Any shipping amount exceeding ₹250 shall be borne by the customer.

Additional Terms

  • Products that show signs of use, misuse, tampering, alteration, or accidental damage after delivery will not qualify for replacement.

  • Replacement requests submitted after the 5-day window will not be accepted.

  • In the rare event that the same product is unavailable, The Indian Route reserves the right to provide a similar product of equal value.

  • The Indian Route reserves the right to reject any replacement claim that does not satisfy the conditions outlined in this policy.

  • Minor differences in fragrance perception, natural materials, marble patterns, colour, texture, or handcrafted finishing may occur and shall not be considered defects.

Important Note About Fragrances

Fragrance is highly personal and can be perceived differently by different individuals. The Indian Route does not accept replacement or refund requests based solely on a customer's personal preference or perception of a fragrance after delivery.

We encourage customers to carefully review the fragrance description and notes before placing an order.

By placing an order with The Indian Route, you acknowledge and agree to the terms of this Replacement & Refund Policy.

The Indian Route — A world of fragrances, inspired by journeys.