Refund policy

Returns & Refund Policy

At NTOR, we strive to provide you with the highest quality luxury fragrances. Since our products are personal care items, we have established the following guidelines to ensure fairness and hygiene.

1. Return Criteria

Due to the nature of our products (perfumes and attars), we only accept returns or exchanges if:

  • The product arrived damaged during transit.

  • The product is defective (e.g., a broken spray pump).

  • The wrong item was delivered to you.

Note: Returns based on personal scent preference  are not accepted for hygiene and safety reasons.

2. Reporting a Problem

To be eligible for a replacement or refund, you must:

  • Report the issue within 48 hours of receiving the package.

  • Email us at info@ntorfragrance.com or WhatsApp us at .

  • Mandatory: Provide an Unboxing Video and clear photos showing the damage or the wrong item received.

3. Conditions for Returns

  • Items must be in their original packaging with the seal intact (unless damaged).

  • The product must be unused.

  • Returns will be inspected by our team before a refund/replacement is processed.

4. Refund Process

Once your return is received and inspected:

  • Approved Refunds: The amount will be credited back to your original payment method (Bank Account, UPI, or Credit Card) within 5-7 business days.

  • Cash on Delivery (COD): For COD orders, we will request your bank details to process a manual transfer.

5. Cancellations

  • You can cancel your order within 12 hours of placement or before it is shipped, whichever is earlier.

  • Once the order has been dispatched, it cannot be canceled.

6. Shipping Costs

  • If the return is due to our error (damaged/wrong product), NTOR will bear the return shipping costs.

  • In all other approved cases, the customer may be responsible for shipping the item back to our facility in Surat, Gujarat.