Refund and Cancellation Policy

Last Updated: August 20, 2026

At SAWA Fragrance, we aim to provide a smooth and transparent shopping experience. This Refund & Cancellation Policy explains the conditions under which orders may be cancelled and refunds may be processed.

1. Order Cancellation

Customers may request cancellation of an order before the order has been processed or dispatched.

To request a cancellation, please contact us as soon as possible after placing your order.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, the applicable 7-Day Return Policy will apply.

2. How to Cancel an Order

To request cancellation, please contact SAWA Fragrance using the following details:

Email: info@sawafragrance.com
Phone: +91 96199 07210

Please provide your order number, name, registered phone number, and the reason for cancellation.

3. Cancellation by SAWA Fragrance

SAWA Fragrance reserves the right to cancel an order in certain circumstances, including:

• The requested product is unavailable.
• There is an error in the product price or product information.
• The payment cannot be successfully processed.
• The delivery address is incomplete or invalid.
• Fraudulent, suspicious, or unauthorised activity is suspected.
• Events beyond our reasonable control prevent fulfilment of the order.

If we cancel an order after payment has been received, the eligible amount will be refunded to the customer through the applicable payment method.

4. Refund Eligibility

Refunds may be issued in the following circumstances, subject to verification and the applicable policies:

• An eligible order is cancelled before dispatch.
• A product is unavailable and the order is cancelled.
• A damaged, defective, leaking, or incorrect product is approved for refund.
• An eligible return is approved under our 7-Day Return Policy.
• SAWA Fragrance cancels an order after receiving payment.

5. 7-Day Return Refunds

Eligible customers may request a return within 7 days from the date of delivery.

Returned fragrance products must generally be unused, unopened, and in their original condition and packaging.

Opened, sprayed, tested, or used fragrance products are generally not eligible for a refund, except where required by applicable law or where the product is confirmed to be defective or incorrect.

6. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, leaking, or incorrect product, please contact us within 48 hours of delivery.

Please provide your order number and clear photographs or videos showing the product and packaging.

After verification, SAWA Fragrance may offer a replacement, exchange, or refund, as applicable.

7. Refund Process

Once a return has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed through the original payment method or another appropriate payment method.

The time required for the refund to reflect in your account may depend on your bank, card issuer, payment gateway, or financial institution.

8. Shipping Charges

Original shipping or delivery charges may be non-refundable, except where required by applicable law or where the return is due to a wrong, damaged, defective, or incorrect product supplied by SAWA Fragrance.

9. Return Shipping Costs

Where a return is approved because SAWA Fragrance supplied a wrong, damaged, defective, or incorrect product, we may arrange or reimburse applicable return shipping costs, subject to verification.

For other eligible returns, the customer may be responsible for return shipping costs.

10. Refunds for Failed or Unsuccessful Payments

If an amount has been deducted from your account but the order was not successfully placed due to a payment or technical issue, please contact us with the relevant transaction details.

We will review the transaction and, where applicable, initiate a refund through the relevant payment provider.

11. Refunds for Duplicate Payments

If you have been charged more than once for the same order due to a duplicate payment, please contact us with the transaction details.

After verification, any confirmed duplicate payment will be refunded through the applicable payment method.

12. Refund Not Received

If your refund has been approved but has not appeared in your account within the expected processing period, please first check with your bank or payment provider.

If you still have not received the refund, please contact us at info@sawafragrance.com and provide your order and payment details.

13. Exchanges

Where an exchange is approved, the replacement product will be subject to availability.

If the requested replacement product is unavailable, SAWA Fragrance may provide an alternative resolution, including a refund where applicable.

14. Fraud Prevention

SAWA Fragrance reserves the right to investigate transactions that appear fraudulent, suspicious, unauthorised, or inconsistent with normal purchasing activity.

Orders may be cancelled or refunds withheld temporarily while a transaction is being investigated, subject to applicable law.

15. Policy Changes

SAWA Fragrance may update this Refund & Cancellation Policy from time to time to reflect changes in our business, payment processes, services, or applicable legal requirements.

Any updated policy will be published on this page with a revised "Last Updated" date.

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