Refund policy

Refund, Return & Replacement Policy – Senquira

At Senquira,
We are committed to delivering a premium and seamless shopping experience.
Due to the nature of our products, we maintain strict quality and hygiene standards.

Please read this policy carefully before making a purchase.

1. Return Policy & Refund Policy
● All products sold by Senquira are non-returnable once delivered.
● As fragrances and cosmetic products cannot be reused or resold after opening, returns are not accepted under any circumstances. Refunds are generally not applicable. However, in exceptional cases:
● Refund will only be processed if:
1. The product is returned to our warehouse, AND
2. It passes inspection and validation

2. Cancellation Policy
a. Before Dispatch:
● Orders can be cancelled only before dispatch from the warehouse
● A 2.5% payment gateway fee will be deducted from the refund amount
b. After Dispatch:
● Orders cannot be cancelled once shipped
● If a prepaid order is returned back to the seller after shipping: A ₹99 handling/deduction fee will be applied

3. Product Usage & Sensitivity Disclaimer
● Our products contain active ingredients, essential oils, and natural extracts.
● Damage or adverse effects caused due to:
○ Improper usage
○ Incorrect application
○ Storage negligence
○ Personal skin/body sensitivity
● will not be covered under this policy.
● Customers are strongly advised to perform a patch test before full use.

4. Mandatory OTP Verification & Delivery Protocol
a. OTP Verification
● At the time of delivery, an OTP (One-Time Password) will be sent to your registered mobile number.
● The delivery will be completed only after OTP confirmation.
b. Inspection Before OTP Submission Before sharing the OTP, the customer must:
● Carefully inspect the outer package
● Record a clear, uninterrupted 360-degree unboxing video
● Ensure:
○ Package is not damaged or tampered
○ Product is intact and sealed
○ Correct items and quantity are received
c. If Package Appears Tampered or Damaged
You must choose one of the following:
1. Reject the delivery immediately, OR
2. Accept the delivery only after:
○ Providing a Negative Proof of Delivery (Negative POD) to the courier
○ Clearly mentioning damage/tampering in POD remarks
○ Taking photographic evidence of the POD

5. Claims for Damaged / Missing / Tampered Orders
If you accept a compromised delivery, the following are mandatory for any claim:
● Negative Proof Of Delivery image
● 360-degree uninterrupted (with no cuts) un-edited unboxing video clearly showing:
○ Shipping label
○ Outer packaging
○ Inner contents
○ Product condition
Without both, the claim will be automatically rejected.

6. Accepted Deliveries Without Proof
● If a customer:
○ Accepts the delivery without Negative POD, AND/OR
○ Fails to provide a valid unboxing video
Senquira will not be liable for any:
● Returns
● Replacements
● Refunds

7. Resolution Process
● If your claim is verified and approved:
○ Missing/damaged items will be reshipped
● Important:
○ No refunds will be issued for damaged, partial, or tampered orders
○ Only replacement/reshipment will be provided
○ Final decision rests solely with Senquira

8. Complaint Window
● All issues must be reported within 24 hours of delivery
● Email: support@senquira.com Your complaint must include:
● Order ID
● Negative POD (if applicable)
● Unboxing video
● Supporting images
Any complaint raised after 24 hours will not be entertained Contact the customer care team on +91 92393 23593 if the order is marked as delivered and is not received by the customer, within 3 days of the product being marked delivered. No refunds shall be made after this period.

9. Responsibility After Delivery
● Senquira is not responsible for:
○ Damage occurring after delivery
○ Mishandling by customer
○ Issues not visible in the unboxing video

10. Dispute Resolution
● In case of disputes involving delivery issues:
○ Resolution will depend on confirmation from the shipping partner
● Refund/replacement will be processed only after the courier partner acknowledges the issue
● Senquira reserves the final right to approve or reject any claim

11. Policy Acceptance
By placing an order with Senquira, you acknowledge and agree to all the terms mentioned above.