Refund and Cancellation

At QADARI, we take great care in preparing and delivering every fragrance order. We want you to have a smooth shopping experience. This policy explains when an order can be cancelled, returned, replaced or refunded.

1. Order Cancellation

You may request cancellation of your order within 8-12 hours of placing the order, provided the order has not already been processed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible.

To request a cancellation, please contact us as soon as possible with:

  • Order ID
  • Name used for the order
  • Registered mobile number
  • Reason for cancellation

If the order has already been shipped, you may need to receive the shipment and follow the applicable return/refund process.

QADARI may cancel an order when:

  • The product is unavailable or out of stock.
  • There is an obvious pricing or listing error.
  • The order cannot be fulfilled due to circumstances beyond our reasonable control.
  • We identify an issue that prevents successful order fulfilment.

If QADARI cancels an order for which payment has already been received, the applicable refund will be processed to the original payment method, subject to the payment provider's processing timelines.

2. When Can I Request a Return or Replacement?

Because attar and perfume products are personal-use fragrance products, we generally do not accept returns simply because a customer does not like the fragrance after opening or using it.

However, you may contact us if:

You received a damaged product

For example:

  • Broken bottle
  • Leaking bottle
  • Damaged packaging
  • Product damaged during transportation

You received the wrong product

If the fragrance or quantity received is different from what you ordered, please contact us.

Product is missing or incomplete

If an item is missing from your order or the package arrives empty/tampered with, please notify us immediately.

Product has a manufacturing or packaging defect

If you believe the product has a genuine manufacturing or packaging defect, please contact our customer support team with the required details and supporting evidence.

3. Unboxing Video

For complaints involving:

  • Damaged bottles
  • Leakage
  • Missing products
  • Empty packages
  • Tampered packages
  • Incorrect products

we strongly recommend recording a continuous unboxing video from the sealed package before opening it.

The video should clearly show:

  1. The condition of the package before opening.
  2. The shipping label/order details.
  3. The complete unboxing process.
  4. The product and any damage or missing items.

This helps us investigate delivery-related issues with our logistics partners and process your request efficiently.

4. Time Limit for Raising a Complaint

Please contact QADARI within a day of receiving your order if you receive a damaged, defective, incorrect, incomplete or tampered product.

Requests submitted after this period may be reviewed on a case-by-case basis.

When contacting us, please provide:

  • Order ID
  • Customer name
  • Mobile number
  • Product name
  • Clear photographs/videos
  • Description of the issue
  • Unboxing video, where applicable

5. Products That Cannot Be Returned

For hygiene, safety and product-integrity reasons, the following products are generally not eligible for return:

  • Opened or used attars/perfumes
  • Products where the seal has been broken
  • Products that have been applied or tested on skin
  • Products damaged after delivery due to customer handling
  • Products without their original packaging
  • Products that are missing labels or accessories
  • Products purchased as part of a special promotional offer, where the offer terms state that returns are not applicable
  • Products returned without prior approval from QADARI

Fragrance preference

Fragrance is a personal preference. Therefore, a return or refund will generally not be provided merely because you do not like the fragrance, find it different from your expectation, or feel that it smells different on your skin.

However, this does not affect your rights where a product is defective, incorrect, damaged, or otherwise not as described, subject to applicable law. Indian e-commerce rules require appropriate remedies where goods do not match advertised or agreed specifications.

6. Return Conditions

If QADARI approves a return or replacement:

  • The product should be in the condition specified by our support team.
  • Original packaging should be retained.
  • Labels and accessories, where applicable, should be included.
  • The product should not have been used or altered.
  • The return should be shipped according to the instructions provided by QADARI.

A replacement will be subject to product availability.

7. Refund Process

Once the returned product or complaint has been reviewed and approved, QADARI will initiate the applicable refund.

For prepaid orders, refunds will generally be processed to the original payment method.

For Cash on Delivery orders, we may request appropriate bank/UPI details to process the refund.

The time taken for the amount to reflect in your account may depend on your bank, card issuer, UPI provider or payment gateway.

8. Refund for Damaged or Incorrect Products

If QADARI confirms that you received a damaged, defective or incorrect product, we may provide one of the following, depending on the circumstances:

  • Replacement of the product
  • Refund of the applicable product amount
  • Another appropriate resolution

The final resolution will depend on the nature of the issue, availability of the product and applicable law.

9. Shipping Charges

Shipping charges, if any, may be treated separately from the product price depending on the reason for the return/cancellation.

Where an issue is attributable to QADARI, such as an incorrect product or confirmed transit damage, QADARI will determine the appropriate shipping/refund resolution in accordance with the applicable circumstances and law.

10. How to Contact QADARI

To raise a cancellation, return or refund request, please contact us:

Email: qadariindia@gmail.com
Order ID: Please mention your order number in every request.

Please include photographs/videos wherever applicable so that we can investigate your request quickly.