At Intense Sillage, governed by Chanana's Smart Essentials Private Limited, we strive to provide our clients with premium-quality artisanal fragrances. Since our products fall under the personal care category, we follow strict hygiene, safety, and logistical protocols to maintain the integrity of our curations.
Please read our policy regarding cancellations, returns, and refunds carefully.
1. Order Cancellations
As we process our premium curations swiftly to ensure timely delivery, order cancellations are only accepted if the request is made before the package has been dispatched from our facility. Once an order has been handed over to our logistics partners and a tracking number is generated, it cannot be canceled.
2. Returns & Exchange Eligibility
Due to the consumable nature of our artisanal perfumes and concentrated luxury oils, we do not accept returns or exchanges under the following conditions:
- The product packaging has been opened, unsealed, or used.
- The fragrance profile is simply disliked after opening the product.
- The product was purchased during a special clearance, archive, or promotional sale.
3. Partial Cash on Delivery (COD) Policy
To maintain the premium quality of our fragrances and ensure secure transit, we offer a Partial COD facility to our clients:
- Advance Token & Handling Fees: All COD orders require a nominal upfront payment to confirm the order. Additionally, a standard COD convenience or cash-handling fee may be applied at checkout, as levied by our courier partners. The remaining balance will be collected in cash or via UPI at the time of delivery.
- Doorstep Rejection: If a COD order is rejected, canceled at the doorstep, or undeliverable due to customer unavailability, the advance token will be retained by Intense Sillage to cover the forward and return logistics (RTO) costs. This advance token and any applied COD convenience fees are strictly non-refundable.
4. Damaged or Incorrect Items
We take the utmost care in securing our premium glass bottles, borosilicate roll-ons, and luxury packaging. However, if your order arrives damaged during transit, is leaking, or if you receive an incorrect variant:
- You must report the issue within 24 hours of delivery.
- To be eligible for a replacement or refund, you must provide a continuous, uncut unboxing video and clear photographs showing the damage or the incorrect item.
- Please send your visual evidence along with your Order ID to our Grievance Email at chananassmartessentials@gmail.com or reach out to our Concierge via WhatsApp at +91 99106 70999 or +91 89818 10187or +91 93117 31665.
- Our quality control team will audit the issue against our batch records. If approved, we will initiate a priority replacement of the damaged/incorrect product at no additional shipping cost to you.
5. Refund Processing
In the rare event that an approved replacement unit is out of stock, a full refund for the product value will be processed.
- Standard Processing: Approved refunds will be credited back to your original payment method (Credit/Debit Card, UPI, Net Banking, or Wallet) within 5 to 7 business days after approval.
- Approved COD Refunds: If a Partial COD order was accepted and paid for at delivery, but qualifies for a refund due to verified transit damage, our support team will contact you securely to collect your bank details or UPI ID for the transfer.
- Non-Refundable Financial Charges: Please note that any transaction fees, credit card surcharges, EMI interest, or payment gateway convenience fees applied by your bank or card issuer at the time of the original purchase are strictly non-refundable. Intense Sillage is not responsible for, and cannot refund, these third-party financial charges.