If you claim a leakage in the product or if it was damaged during the delivery process please send us an email with the following details, within 48 hours of the delivery date. We will issue a product exchange for any product that is returned in a saleable and undamaged condition, in its original packaging and can be verified to be damaged/faulty. Please allow one to three weeks from the day you return your package, for your exchange request to be fully processed and closed.
Please write to us within 48 hours of receiving the product that you would like to exchange or refund at hi@attarshala.com with the following details:
Invoice number
Details of your request or complaint
Images and videos to support the complaint with Batch details clearly visible as below, without which we cannot process the request
In case the product is not sealed/ leakage/ broken products –clear images and video of the non-sealed/ leaking/ broken products along with clear images and video of spillage (if any), mono-carton and outer packaging images too. Please also send images to show seal has been tampered with if that is the claim along with the above.
In case the product received is empty or volume of the product is less or product is missing in the package or a wrong product has been delivered- clear images and video of the empty/ faulty/ product with less volume/ or product missing/ or wrong product delivered along with clear images and video of spillage (if any wherever applicable)
In case the internal packaging and the outer packaging received are very dirty- clear images and video of the complete open package received
Once all the details are received, it would take our team 3 working days to revert on the complaint/ query/ issue. In case an exchange is approved for your complaint, you will be informed of the same with an authorization number, and a reverse pick-up of the product will be arranged. In the case of a product refund, once your request is approved the refund will reflect in your account within 10-15 days and you will be sent an email confirming the same.
All products to be exchanged must be sent back to us packed in the same packaging as it was received in and physically accompanied in the reverse pick-up by the original receipt and a document that states the following:
Address of dispatch
Name & Address of the customer
Order number
Contents of the package
Please also email this document and share an image of the reverse pick-up consignment (inside and outside packaging) with our Customer Care representative who you have been in touch with on email.
Once the package is received by our warehouse team the exchange order will be processed within 48 hours. You will then be informed of the new consignment tracking details.
Product Quality Related Complaints
In the case of a product quality concern, please send us an email at hi@attarshala.com within 7 days of the date of receipt of the product and with the following details. We shall take 24 to 48 hours to review the email and revert back.
In the case of a quality issue highlighted our team will first connect you. Depending on the nature of the complaint our customer team representative will then request to have the product sent back to our warehouse for a quality assessment, the quality report will then be available post 7 working days from receiving the product for quality check.
All products to be shared for inspection must be physically accompanied in the reverse pick-up by the original receipt and a document that states the following:
Address of dispatch
Name & Address of the customer
Order number
Contents of the package
Please also email this document and share an image of the reverse pick-up consignment (inside and outside packaging) with our Customer Care representative who you have been in touch with on email.
If the product passes the test and matches the complaint, we shall initiate return/exchange process within 7 days of the consignment being received by our quality inspection team. The overall quality inspection process starting from pick-up to the final response would involve a time period of 3 weeks’ minimum.
Damages due to neglect, improper usage or wrong application will not be covered under our Exchange/Returns Policy. Exchange of product due to allergic/skin reactions is not applicable. Exchange of product due to reasons including personal dislike of the product; dislike of the fragrance; dislike of color that cannot be backed by proof of quality issues with the product itself is not applicable
No cash refunds are permitted.