Refund policy

ENCE – Return & Refund Policy

1. Return Eligibility

  • Returns must be initiated within 7 days from the date of delivery.
  • To be eligible for return, products must be:
    • Unused
    • In original packaging
    • In resalable condition
  • Products that are:
    • Used
    • Burnt (scented candles)
    • Opened (reed diffusers)
    will not be eligible for return.

2. Non-Returnable Conditions

  • Product is used or partially used
  • Packaging is damaged or missing
  • Product returned without original components
  • Return request raised after 7 days
  • Return based on:
    • Fragrance preference
    • Personal liking
    • Subjective experience

3. How to Initiate a Return

Email us at customercare@ence.in or WhatsApp at 9512501100

Please share:

  • Order ID
  • Reason for return
  • Images/videos

Our team will review and respond within 24–48 hours.

4. Damaged / Defective / Wrong Product

Step 1: Identify the Issue

If you receive:

  • Broken candle jar
  • Leaked diffuser
  • Missing item
  • Incorrect product

Please check immediately after delivery.

Step 2: Capture Proof (Important)

Take clear images/videos showing:

  • Outer packaging
  • Inner packaging
  • Damaged product

Customers are strongly recommended to record an unboxing video.

Step 3: Report Within 48 Hours

  • Order ID
  • Issue details
  • Images/videos

Requests raised after 48 hours may not be accepted.

Step 4: Verification

  • Review submitted proof
  • May request additional details

Approval is required before proceeding.

Step 5: Resolution Options

  • Replacement (preferred option)
  • OR Full refund
  • OR Store credit

Step 6: Return Handling

  • Reverse pickup may be arranged
  • OR customer may be asked to ship product
  • Shipping cost covered by ENCE (for verified damage cases)

5. Return Process (Easy Steps)

  1. Raise request within 7 days
  2. Get approval from ENCE
  3. Ship product / schedule pickup
  4. Product inspection
  5. Refund / replacement processed

6. Return Shipping

For non-defective returns:

  • Shipping cost will be borne by the customer
  • Charges may be deducted from refund or paid separately

7. Refund Policy

  • Refund processed within 5–7 working days after inspection
  • Refund issued via original payment method or store credit
  • Shipping charges are non-refundable

8. Partial Returns

  • Offer eligibility will be recalculated
  • Adjustments may include:
    • Deduction of discount
    • Deduction of free product value

9. Returns on Offers

For orders with free products or promotional offers:

  • All items must be returned
  • If not, value of free product will be deducted

10. Cancellations

  • Allowed only before dispatch
  • Once shipped, cancellation is not possible

11. Delivery Failure / Refusal

If delivery fails due to:

  • Incorrect address
  • Customer unavailable

Re-shipping charges apply.

If order is refused, return shipping charges will be deducted.

12. Partial Damage Handling

  • Partial refund
  • Store credit
  • Replacement

13. Delivery Conditions

Delivery timelines may vary due to:

  • Logistics delays
  • Weather conditions
  • External factors

14. Important Note

  • Inspect products upon delivery
  • Keep packaging intact for returns
  • Record unboxing video (recommended)

15. General Clause

ENCE (Aromacharm) reserves the right to modify, update, or withdraw this policy at any time.