By accessing or using the Platform of House of Aroma, you automatically agree to this Policy along with our Terms of Service, Shipping Policy, Pricing Policy, and Privacy Policy. House of Aroma operates solely as an aggregator platform connecting independent suppliers, resellers, customers, payment processors, and logistics partners. We do not own, store, pack, ship, or warrant goods, and we do not issue refunds directly. All remedies are executed by the relevant Supplier and/or Shipping Partner under their terms.

1) Scope & Definitions

• Supplier: Independent merchant that lists and fulfills products.

• Reseller: Independent seller/marketer using our Platform.

• Customer: End consumer purchasing the product.

• Shipping Partner: Third-party logistics provider transporting parcels.

• RTO: Return to Origin (undelivered/returned shipments).

• DOA: Dead on Arrival (non-functional on delivery).

2) General Principles

• House of Aroma is not the seller or courier and does not provide any product guarantees or shipping liability.

• Refund, resend, or return eligibility is determined by the Supplier’s policy and the Shipping Partner’s terms; we surface status and documentation only.

• Gateway fees, bank charges, FX charges, and courier surcharges are third-party costs and are non-refundable.

3) What You Must Do on Delivery (Evidence Requirement)

To qualify for any refund/resend/return consideration, the recipient must:

1. Record an unboxing video in one continuous shot before opening the package (outer label visible).

2. Photograph outer box, inner packaging, product, and any damage/defect clearly.

3. Retain the AWB label, invoice, and all packaging until the claim is resolved.

4. File a ticket (see §13) within the specified claim window (below).

Failure to provide the above may invalidate claims with the Supplier/Courier.

4) Claim Windows (from “Delivered” timestamp)

• Transit Damage / Pilferage / Shortage: Within 24–48 hours (as required by courier; earlier is better).

• DOA / Functional Defect: Within 72 hours.

• Wrong Item Shipped: Within 48 hours.

• Missing Parts/Accessories: Within 48 hours.

• Not Delivered but Marked Delivered: Within 24 hours (open proof investigation with courier).

Claims raised outside these windows may be rejected by the Supplier/Courier.

5) Non-Returnable / Non-Refundable Categories (Illustrative)

• Used, worn, washed, or installed items; items without original packaging/accessories.

• Hygiene products (e.g., cosmetics, intimate wear), perishable goods, consumables once opened.

• Customized/POD/personalized items, made-to-order products.

• Digital goods or services once delivered/activated.

• Clearance, “as-is,” or “non-returnable” marked items.

• Products damaged due to misuse, improper installation, or non-adherence to instructions.

(Suppliers may maintain category-specific exclusions; those prevail.)

6) Eligible Remedies (Supplier-Led)

Subject to Supplier inspection and courier investigation:

• Resend/Replacement (preferred remedy) for wrong, damaged, DOA, or missing items.

• Refund (partial or full) only if replacement is not feasible (OOS, discontinued), or per Supplier’s policy.

• Store Credit (if enabled by Supplier) as alternative to cash refund.

• Repair/Service/Warranty if covered by brand/Supplier warranties.

House of Aroma does not commit to any remedy and does not adjudicate disputes.

7) What Is Not Covered

• Color/fit/texture variance due to lighting or screen differences (unless grossly misrepresented).

• Minor packaging dents without product damage.

• Delivery delays due to courier/network/force majeure.

• Buyer’s remorse or “changed my mind.”

• Address errors, recipient unavailability, or refusal to accept COD (see §10 RTO).

8) Cancellations

• Before Dispatch: Cancellation may be possible only if the Supplier confirms order not yet processed/packed. Restocking/processing fees may apply.

• After Dispatch: Cancellation is not possible. You may refuse delivery, which becomes RTO (charges apply; see §10).

• Customized/POD items cannot be cancelled once production has started.

9) Refund Method & Timelines (When Approved by Supplier)

• Refunds (if approved) are issued to the original payment method only; where not possible, store credit may be offered.

• Timelines: Supplier approval + gateway/bank processing usually 5–10 business days (banks may take longer).

• Non-refundable: payment gateway fees, COD/collection charges, courier fees, duties/levies, and convenience/service fees unless required by law.

10) RTO (Return to Origin) / Refused / Undeliverable

• Causes: incorrect/incomplete address, unreachable phone, recipient refusal, repeated failed attempts, COD unpaid.

• All RTO costs, re-shipping charges, storage, and deterioration risk are borne by customer/reseller.

• For prepaid orders returned as RTO, refunds (if any) are net of two-way shipping, RTO charges, and handling fees per Supplier/courier policy.

11) Exchanges

• Exchanges are Supplier-discretionary and typically limited to size or color (if in stock), subject to the item being unused and sealed.

• Exchange shipping costs are borne by customer/reseller, unless the Supplier states otherwise.

12) Return Logistics (If Supplier Approves a Return)

• Return mode (pickup/self-ship) is determined by the Supplier.

• Self-ship returns must be trackable; loss/damage during return transit is the sender’s risk.

• Returned items must pass QC (unused, complete, same condition). Failed QC may void refund/exchange.

13) How to Raise a Claim (Clear Steps)

1. Go to Orders → Select Order → “Report an Issue” within claim windows.

2. Upload unboxing video, photos, AWB label, invoice copy, and a brief description.

3. Select issue type (Damage/DOA/Wrong/Missing/Not Delivered).

4. Our system forwards the case to the Supplier and, if transit-related, to the Shipping Partner.

5. Respond to any additional evidence requests within 24 hours.

6. Resolution (resend/refund/store credit/deny) is provided by Supplier; tracking and status are visible on your dashboard.

14) Investigations & Inspections

• Courier/insurance investigations may require physical inspection, packaging retention, or hub checks.

• Non-cooperation, incomplete evidence, or disposal of packaging may void the claim.

• Investigation outcomes are final as per Supplier/Courier policy.

15) Chargebacks & Abuse Prevention

• If a payment chargeback is initiated while a claim is active, the Platform may pause the claim and hold payouts pending outcome.

• Proven abuse (false claims, altered media, serial returns) may lead to account suspension, blacklisting, and recovery of costs via future payouts.

16) Warranties (If Any)

• Manufacturer/Supplier warranties (if applicable) are handled directly by them.

• House of Aroma does not provide any warranties and does not service products.

17) International Orders (If Enabled)

• Duties, taxes, brokerage, and customs clearance are the recipient’s responsibility.

• Seizures/returns due to customs are not refundable by House of Aroma; Supplier policy applies.

18) Force Majeure

No refunds or compensation are owed for delays/failures caused by events beyond reasonable control (natural disasters, strikes, regulatory actions, network outages, etc.).

19) Limitation of Liability

To the maximum extent permitted by law, House of Aroma shall not be liable for any indirect, incidental, consequential, punitive, or special damages, or for shipping/product losses of any kind. Our aggregate liability, if any, shall not exceed INR 1,000.

20) Policy Changes

We may update this Policy at any time; updates are effective upon posting with the revised date. Continued use of the Platform constitutes automatic acceptance of the updated Policy.

21) Contact & Escalations

For order/claims support, contact your order page or reach us at: