Policy
Return & refund policy
When ITRAAH replaces a damaged attar, how to cancel an order before dispatch, and how and when refunds are issued.
Last updated: 23 October 2026
Every ITRAAH attar is packed with care before it leaves us. Because attars and perfumes are personal-care products, we cannot take them back once they have been delivered and opened. But if something goes wrong with your order on our side, we will make it right. This return policy explains when you can get a replacement, how to cancel an order, and how refunds work. It applies to all orders placed on itraah.com, which is run by M/S Itraah Perfumes.
1. When we offer a replacement
We will replace your product if, when your parcel reaches you:
The bottle is broken or cracked.
The attar has leaked in transit, leaving the bottle noticeably less than full.
You received a different product from the one you ordered.
A product from your order is missing from the parcel.
We are unable to accept returns or offer replacements for:
Bottles that arrived in good condition but have been opened or used.
A change of mind, or not liking the fragrance. Fragrance is personal, and the same attar can smell different on different people.
Damage caused after delivery, such as a bottle dropped or mishandled after it was received.
Requests made after the 7-day window explained below.
2. How to request a replacement
Please write to us within 7 days of delivery at support@itraah.com with:
Your order number.
Clear photos of the product and the packaging.
An unboxing video: one continuous, unedited video of the sealed parcel being opened, clearly showing the shipping label and the issue (damage, leakage, wrong product or missing item). Please record a video whenever you open your ITRAAH parcel.
Requests without an unboxing video, or made after 7 days of delivery, cannot be accepted. We may ask for more details if needed to verify a claim.
3. What happens next
We review your photos and video and reply by email.
If the claim is genuine, we arrange a free pickup of the affected product from your address through our delivery partner, where a pickup is needed. You do not need to ship anything yourself or pay for the pickup.
We then send you a replacement of the same product, or the missing product, at no extra cost.
Approved claims are resolved with a replacement. If the same product is out of stock, you can choose either another ITRAAH product of equal value or a full refund for that product.
4. Cancelling an order
You can cancel your order before it is dispatched by emailing support@itraah.com with your order number. You will receive a full refund. Once an order has been dispatched, it can no longer be cancelled.
5. Undelivered or refused orders
If an order comes back to us because it could not be delivered due to an incorrect address or the recipient not being available, or because the parcel was refused at delivery, we will refund the order amount after deducting shipping charges.
6. Refunds
All ITRAAH orders are paid online. Where a refund applies, such as an order cancelled before dispatch, an order returned undelivered, or a replacement that is out of stock, it is issued to your original payment method (card, UPI, net banking or wallet) within 5 to 7 working days of being approved. Depending on your bank, it may take a few more days to show in your account.
7. Sale and offer items
Orders placed during a sale or special offer follow this policy unless the sale has its own return or refund terms. If it does, those terms will be clearly shown on the sale or product page while the sale is running, and will apply to orders placed during that sale.
8. Contact us
For any question about returns, replacements, cancellations or refunds, email support@itraah.com with your order number. For complaints, you can also reach our Grievance Officer, as listed in our Privacy Policy.
M/S Itraah Perfumes
Tirwa Crossing, Saraimeera, Kannauj, Uttar Pradesh – 209727, India
Email: support@itraah.com