Refund policy
Cancellation Policy
Orders can be cancelled free of charge any time before they are dispatched. Once an order has shipped, it cannot be cancelled and is instead governed by the Return & Refund Policy below.
To cancel an order, email us at zenseperfume@gmail.com with your order number as soon as possible.
Return & Refund Policy
Because our products are personal-care items, we can only accept returns on unopened, unused items in their original sealed packaging, within 7 days of delivery.
Opened or used items cannot be returned or refunded, for hygiene and safety reasons.
How to request a return
- Email zenseperfume@gmail.com within 7 days of delivery with your order number and photos of the unopened product and packaging.
- If approved, we will share return instructions within 48 hours.
- Once we receive and inspect the returned item, your refund will be issued to the original payment method within 5–7 business days.
Damaged, leaking, or wrong item received
Email us within 48 hours of delivery with photos or a video of the parcel and product. We will send a free replacement or a full refund — no return shipping required in this case.
Non-returnable
- Opened or used bottles
- Free samples or gifts included with an order
- Items marked final sale during promotions
Grievance Officer
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, if you are not satisfied with the resolution of your complaint you may escalate it to our Grievance Officer.
House of Zense — Grievance Officer
Email: zenseperfume@gmail.com
We acknowledge grievances within 48 hours and aim to resolve them within 30 days.