Refund policy

12th Hour Perfumes – Return & Refund Policy

Thank you for shopping with 12th Hour Perfumes. We strive to provide high-quality products and a smooth customer experience. Please read our Return & Refund Policy carefully before making a purchase.

1. Return & Exchange Eligibility

We accept returns or exchanges only for defective, damaged, or incorrect products.

A product will be considered defective/damaged/incorrect if it has:

  • Leakage or breakage
  •  Missing items
  • A malfunctioning atomizer
  • A wrong item delivered

2. Return Request Window

You must raise a return or exchange request within 48 hours (2 days) of receiving your order.

Requests made after this period will not be accepted.

3. Conditions for Return Approval

To be eligible for a return:

  • The item must be unused, unworn, and in the same condition as received.
  • The item must be returned in its original packaging, along with all tags and accessories.
  • A mandatory unboxing video and clear photos of the product and packaging must be provided as evidence.
  • Proof of purchase (order confirmation/receipt) must be submitted.

Items sent back without first requesting a return will not be accepted.

4. How to Start a Return or Exchange

To initiate a return or exchange, please email us at:
📧 12thhourperfumes@gmail.com

When contacting us, please clearly specify whether you are requesting a return or an exchange.
Include the following information in your email:

  • Order number
  • Unboxing video and clear photos of the product and packaging
  • Detailed description of the issue
  • Bank account details (required only for COD orders to process refunds)

Once your request and evidence are reviewed, we will notify you of the outcome.
If your request is approved, a return pickup will be arranged through our authorized courier partner at no additional cost to you.

5. Return Pickup & Costs

  • 12th Hour Perfumes will bear the full cost of the return pickup.
  • Once arranged, the courier partner will collect the item from your address.
  • Please ensure the product is safely packed for return transit.

6. Refunds

Refunds are issued under the following conditions:

  • Customer Declines an Exchange:
    If the customer chooses not to receive a replacement for a defective, damaged, or incorrect product, a refund will be issued once the return request is approved.
  • Return Request Approval: Our team generally takes 24 Hours to approve a return request.
  • Failed Online Transactions:
    Payments that fail during the transaction process are automatically refunded to the original source account within 7 working days.
  • Approved Return Cases:
    Refunds will be processed once the return is approved from our team.
  • Refund Method:
    All refunds are issued to the original payment method used at the time of purchase.
  • Cash on Delivery (COD) Orders:
    For COD orders, customers must provide their bank account details in the “Initiate a Return” email to enable processing of the refund.

7. Exchange Policy

If your product qualifies for an exchange (defective/damaged/incorrect), a replacement will be dispatched once the returned item is received and verified.

8. Damaged or Tampered Package at Delivery

If your package appears tampered or physically damaged, please do not accept the delivery.
Immediately email us at 12thhourperfumes@gmail.com, and we will arrange a replacement.

9. Quality Check

All orders undergo a strict Quality Check before dispatch. However, if an issue still occurs, our return policy ensures you are protected.

10. Return Shipping Address

For cases where self-shipping is required (only if instructed by our team):

Address:
S.No. 10, Om Paradise, Sus Rd, Sus, Pune, Maharashtra, India - 411021

11. Contact Information

For any questions regarding returns or refunds, please contact us at:
📧 12thhourperfumes@gmail.com