Refund Policy

Refund & Returns Policy — OLOOQ India

Last updated: 18 August, 2026

OLOOQ does not accept returns. Given every product is a personal-use fragrance, once it leaves our warehouse we cannot resell it, so there's no return-and-restock process for us to offer. What we do offer is a refund, but only in one specific case: the product itself arrives broken or damaged, and you have unboxing video proof of it.

This Refund Policy applies to all orders placed on [in.olooq.com]. It should be read alongside our [Terms & Conditions] and [Privacy Policy].

1. Order Cancellations

  • You can cancel an order free of charge within [2 hours] of placing it, as long as it hasn't already been packed or shipped.
  • To cancel, email us at info@olooq.com or use the "Cancel Order" option in your account, quoting your order number.
  • Once an order has been dispatched, it cannot be cancelled.

2. No Returns

We do not accept returns under any circumstances, including but not limited to:

  • Change of mind
  • Not liking the fragrance once opened
  • Ordering the wrong product or size
  • Wanting a different scent
  • Gifting reasons

All sales are final once an order has been placed. Please review our fragrance descriptions and available sample sizes carefully before purchasing, since we're unable to accept a product back for any reason once it has shipped.

3. Refund Eligibility — Broken Product Only

We issue a refund (not a replacement, not store credit, not an exchange) only when:

  1. The product itself — the bottle, the fragrance inside it, or its internal packaging — arrives physically broken or damaged, and
  2. You have a continuous, unedited unboxing video that clearly shows:
    • The sealed package before it is opened, including the shipping label
    • The package being opened for the first time, without any pause or cut
    • The broken or damaged product being revealed

A claim without a valid unboxing video will not be considered, regardless of how the damage occurred. Photos alone, videos that start after the package is already opened, or edited/cut videos do not qualify.

Cosmetic damage to the outer shipping box that does not affect the product inside is not eligible for a refund.

4. How to Claim a Refund

  1. Email info@olooq.com within 2 days of delivery with:
    • Your order number
    • The unboxing video (as a file, or a shareable link if the file is too large to attach)
  2. Our team will review the video and confirm whether your claim qualifies within [7 business days].
  3. If approved, your refund will be processed as per Section 5. If the video doesn't meet the requirements in Section 3, the claim will be declined.

5. Refund Method & Timeline

  • Approved refunds are issued to your original payment method within [7 business days] of approval.
  • For Cash on Delivery (COD) orders, refunds are processed via bank transfer or UPI; you'll need to share your bank details after approval.
  • Original shipping charges (if any were charged at checkout) are non-refundable.
  • Refund timelines beyond our processing may vary depending on your bank or payment provider.

6. Late or Missing Refunds

If you haven't received your refund within the stated timeline:

  1. Check your bank account or payment app again.
  2. Contact your bank or card issuer, as processing times can vary on their end.
  3. If you've done this and still haven't received it, email us at [support email] with your order number and we'll investigate.

7. Contact Us

For any questions about cancellations or refunds, reach out to: info@olooq.com