Refund policy

Yes. I’d tighten Fraganote’s version considerably for HBX. The key is to make “non-refundable” clear without writing a blanket clause that could conflict with consumer protections for defective, wrong, damaged, or materially misdescribed goods. India’s e-commerce rules require sellers not to refuse return/refund where goods are defective, deficient, spurious, not as advertised/agreed, or delivered later than the stated schedule. (Consumer Affairs)

Here’s the version I would put on House of HBX:

Return & Refund Policy

Last Updated: August 2026

At House of HBX, every order is packed and checked carefully before dispatch. Because our products are personal-use fragrance products, we do not accept returns or refunds for change of mind, personal preference, fragrance preference, or simply because you do not like the fragrance after opening or using it.

However, if your order arrives damaged, tampered with, incomplete, incorrect, or defective, please contact us within the specified time so that we can investigate and provide an appropriate resolution.

1. All Fragrance Purchases Are Non-Refundable

All HBX fragrance products are non-refundable and non-returnable after delivery, except where the product is:

Damaged during transit
Tampered with or compromised before delivery
Missing from the shipment
Incorrectly supplied
Defective or leaking upon delivery
Materially different from what was ordered

We do not accept returns or refunds because of:

Change of mind
Fragrance preference or dislike
Personal taste
Choosing the wrong fragrance
Change in personal circumstances
Opening or using a fragrance and subsequently deciding not to keep it

Please choose your fragrance carefully before placing your order.

2. Inspect Your Package Upon Delivery

Customers are strongly advised to inspect the outer package before accepting the delivery.

If the package appears:

Damaged
Opened
Torn
Wet
Tampered with
Otherwise compromised

please reject the delivery where possible or clearly record the issue with the delivery partner before accepting it.

If the courier requires an OTP for delivery, customers should inspect the package as far as reasonably possible before providing the OTP.

3. Unboxing Video

For any claim relating to damage, missing products, tampering, or an incorrect order, customers are required to provide a continuous, unedited unboxing video.

The video should clearly show:

The unopened outer package
The shipping label
The condition of the package before opening
The complete opening of the package
All products received
The condition of the products and packaging

We strongly recommend recording the entire unboxing process from start to finish.

An unboxing video is important evidence when investigating delivery-related disputes.

4. Damaged, Tampered or Incorrect Orders

If your order arrives damaged, tampered with, incomplete, incorrect, or defective, please contact us within 48 hours of delivery at:

support@houseofhbx.com

Please include:

Order number
Customer name and registered phone number
Clear photographs of the package and product
A continuous unboxing video
A description of the issue

We may also request additional photographs, videos, shipping information, or other evidence where necessary.

5. Missing or Incorrect Products

If you receive fewer products than ordered or receive an incorrect product, notify us within 48 hours of delivery.

After verification, HBX may provide an appropriate resolution, which may include:

Replacement of the affected product
Dispatch of missing items
Store credit
Refund, where applicable

The resolution will depend on the circumstances of the case, availability of the product, and the findings of our investigation.

6. Damaged Products

If a product is damaged during transit, please do not discard the product, packaging, box, or shipping material.

Keep everything safely until the complaint has been resolved.

HBX may require the affected product and/or packaging to be returned for inspection before approving a replacement or other resolution.

No refund or replacement will be processed solely on the basis of a photograph where further verification is reasonably required.

7. Products Accepted Without Proper Documentation

If a customer accepts a package that is visibly damaged or tampered with but does not document the issue and subsequently reports damage without supporting evidence, HBX may be unable to establish whether the damage occurred during transit or after delivery.

Similarly, claims relating to missing, damaged, or tampered products may be declined where the customer is unable to provide reasonable evidence supporting the claim.

This does not affect rights available to customers under applicable law.

8. Fragrance Preference & Opened Products

Perfume is a personal and subjective product.

We do not accept returns or refunds simply because you do not like the fragrance, find it different from what you expected, or change your mind after purchase.

Once a fragrance has been opened or used, it cannot be returned for a refund on the basis of personal preference.

That's also why we offer the HBX Discovery Set — so customers can explore our fragrances before purchasing a full-size bottle.

9. Investigation of Claims

For delivery-related complaints, HBX may investigate the matter using:

Customer-provided photographs and videos
Unboxing footage
Shipping records
Delivery records
Courier information
Order information
Packaging information
Internal quality-control records

We reserve the right to request additional information where reasonably necessary to verify a claim.

10. Refunds

HBX does not provide refunds for change-of-mind or fragrance-preference requests.

Where a refund is approved for a valid delivery or product-related issue, it will be processed after the claim has been verified and any required return/inspection has been completed.

Approved refunds will generally be initiated within 7 business days of resolution of the complaint. The time taken for the amount to reflect in the customer's account may depend on the payment provider or banking institution.