As we aim to provide you with the fastest service, most of the orders we receive are shipped on the same day, by 5 PM. Therefore, only orders placed before 3 PM can be cancelled. Items once shipped from our premises cannot be cancelled. Additionally, please note that if an order is in transit, it cannot be cancelled at any given time after the order is placed.

If returns are eligible, the refund will be processed within 7-8 days.

Returns & Exceptions Policy

Due to the consumable, sensitive, and hygiene-critical nature of essential oils, fragrance oils, extracts, and carrier oils, returns are accepted only in exceptional and verifiable cases, as outlined below.

1. Damaged or Leaking Shipment Upon Delivery

Condition:
The outer shipping box or inner bottles were physically damaged during transit, resulting in leakage, breakage, or spillage at the time of delivery.

Proof Required:

• A clear unboxing video

• Clear photographs showing the damage, with the shipping label visible

Timeline:
Such issues must be reported within 48 hours of delivery.

2. Incorrect Product Delivered

Condition:
The customer received a product that differs from the order placed, including but not limited to:

• Incorrect oil (e.g., Lavender instead of Lemongrass)

• Incorrect size or variant

Proof Required:

• Clear photo of the product received

• Copy of the order invoice or order confirmation for comparison

Resolution:
Upon verification, the correct product will be shipped at no additional cost.

3. Expired or Spoiled Product

Condition:
The product delivered is:

• Past its stated expiration date, or

• Shows clear signs of spoilage or oxidation, verified via batch number or quality checks

Proof Required:

• Clear photograph of the batch number with a manufacturing date and/or expiry date printed on the bottle.

Here are the shelf lives for our Products: 

Essential Oil: 2 Years
Fragrance Oil: 2 Years
Liquid Extract: 1 Year
Carrier Oils: 2 Years
Diffuser Oils: 2 Years

4. Missing Items in Shipment

Condition:
The shipment was delivered in intact condition, but one or more items listed in the order are missing.

Proof Required (Mandatory):

• A complete unboxing video clearly showing the package opening from start to finish
  (This is mandatory to rule out transit or post-delivery discrepancies.)

5. Discretionary Review – Special Circumstances

In rare and unique situations not explicitly covered above, we reserve the right to review return or refund requests on a case-by-case basis.

Customers requesting consideration under this clause must contact our support team with complete and accurate details of the issue.

Final approval for any return, refund, or exchange under this provision lies solely at the discretion of our management team, and decisions will be made based on:

• Order history

• Validity and verifiability of the issue

• Product condition and compliance with quality standards

Important Notice – No Returns for Change of Mind

Returns Policy:
Due to the consumable and sensory nature of essential oils, fragrance oils, extracts, and carrier oils, we do not accept returns for reasons such as “change of mind,” “dislike of scent,” or preference-based dissatisfaction.

Returns are approved ONLY in the following exceptional cases:

• Damaged or leaking shipment (reported within 48 hours of delivery)

• Incorrect item sent (replacement shipped at no cost)

• Missing items (verified through mandatory unboxing video)

In all other cases, goods once sold will not be taken back, in order to maintain hygiene, safety, and product purity standards.

Refund Policy

Refunds are issued only after the returned product or claim has been reviewed and approved in accordance with our Returns & Exceptions Policy.

Eligibility for Refunds

A refund may be approved only in the following circumstances:

• Damaged or leaking products upon delivery (reported within 48 hours with required proof)
• Incorrect product delivered and return approved
• Expired or spoiled product verified through batch/expiry details
• Missing items verified through mandatory unboxing video

Refunds are not applicable for:

• Change of mind
• Dislike of fragrance or product characteristics
• Preference-based dissatisfaction
• Orders refused at delivery without valid cause
• Products used, opened, tampered with, or partially consumed

Refund Process

All refund requests must be raised with prior authorization from our support team.

Refunds will be processed only after verification of the claim and, where applicable, receipt of the returned product in approved condition.

Any return or refund initiated without prior approval will not be accepted.

Refund Timeline

Once a refund is approved, the amount will be processed within 7–14 business days.

The refunded amount will be credited back to the original payment method used during checkout or via bank transfer (Net Banking | NEFT | IMPS | Wire Transfer).

Processing time may vary depending on the customer’s bank or payment provider.

Shipping & Handling Charges

Shipping charges are non-refundable, except in cases where:

• An incorrect product was shipped, or
• The shipment was damaged or leaking upon delivery due to transit issues.

Any applicable return shipping costs will be communicated at the time of approval.

Refunds Under Discretionary Review – Special Circumstances

In rare and unique situations not explicitly covered under our standard Returns & Exceptions Policy, we may, at our sole discretion, approve a return or refund request on a case-by-case basis.

Customers seeking consideration under this provision must contact our support team with complete, accurate, and verifiable details of the issue. Final approval for any return, refund, or exchange under this clause lies solely at the discretion of Hiya India’s management team, and decisions will be made after evaluating:

• Order history
• Validity and verifiability of the claim
• Product condition and compliance with hygiene and quality standards

Shipping & Refund Calculation for Discretionary Approvals

If a refund is approved under the Discretionary Review – Special Circumstances clause:

Forward shipping charges (delivery from us to the customer) and Return-to-origin (RTO) or reverse pickup charges (delivery from the customer back to us) will be borne by the customer.

The refund amount will be calculated as follows:

Refund Amount = Original Order Value – (Forward Shipping Charges + Return Shipping Charges)

Only the net eligible amount after deduction of the above logistics charges will be refunded.

Important Notice – No Returns for Change of Mind

Due to the consumable and sensory nature of essential oils, fragrance oils, extracts, and carrier oils, returns are not accepted for reasons such as “change of mind,” “dislike of scent,” or preference-based dissatisfaction.

Returns are approved only in the following exceptional cases:

• Damaged or leaking shipment (reported within 48 hours of delivery)
• Incorrect item sent (replacement shipped at no cost)
• Missing items (verified through a mandatory unboxing video)
• Refunds Under Discretionary Review – Special Circumstances

In all other cases, goods once sold will not be taken back, in order to maintain hygiene, safety, and product purity standards.

Final Authority

All decisions related to refunds are final and binding, and rest solely with Hiya India’s management team, based on:

• Claim validity and supporting evidence
• Order history
• Product condition and compliance with hygiene and quality standards