Returns, Refunds, Replacements & Cancellations

Our position

Fragrance is personal, and it's also a product that goes on your skin. For reasons of hygiene and product integrity, all Fernweh products are non-returnable and non-exchangeable once dispatched.

We know scent is a subjective choice, which is why we'd rather help you choose well than take a product back. Use our Scent Finder before you buy, or message us on WhatsApp and we'll walk you through the range.

Not loving a fragrance as much as you hoped isn't something we can accept as a return. Everything below is.

What we do cover

We'll replace or refund your order in full if:

You received the wrong product or the wrong variant
An item is missing from your order
The product arrived damaged, leaking or broken in transit
The product has a manufacturing defect

How to raise it

Your order number
Photographs of the product and the outer packaging, including the shipping label
For missing or incorrect items, an unboxing video — we ask for this because it's the fastest way for us to resolve the claim with our courier partner, and it means we can act on it the same day

Claims raised after 48 hours cannot be processed, as our courier partners close transit claims within this window.

We'll respond within 48 business hours. Approved claims are replaced at no cost to you. Where a replacement isn't available, we'll refund you in full.

What isn't covered

Damage from misuse, neglect, exposure to heat or sunlight, or improper storage after delivery
Products that have been used.
Minor variation in colour, packaging or scent between batches — our fragrance concentrates are natural-derived and small batch-to-batch variation is inherent to how they're made
Products bought from a stockist, café partner or marketplace — see below

Cancellations

Orders can be cancelled only before dispatch. Once your dispatch notification is sent, cancellation isn't possible.

To cancel, contact us as quickly as you can at hello@fernwehcollective.com or on WhatsApp with your order number. Cancellations are also not possible on made-to-order corporate and personalised gifting orders once production has begun.

Refunds

Approved refunds are processed to your original payment method within 7–10 business days of approval. For Cash on Delivery orders, we'll collect your bank details to process a direct transfer. Once processed, the time taken for funds to reflect depends on your bank.

Shipping charges paid on the original order are refundable only where the fault was ours.

Sale orders

Orders placed during a Fernweh sale, and orders using a promotional code, are final sale. They are not eligible for return, replacement, exchange or price matching, except where damaged or incorrectly fulfilled as set out above.

If you placed an order before a sale went live, we're unable to cancel, modify or price-match it to the sale price.

Bought elsewhere?

Marketplaces — orders placed on Amazon, Nykaa, Myntra, or Flipkart are governed by that platform's returns policy, and refunds are processed by them. Please raise your request through the platform you ordered from.

Stockists and café partners — for products bought at one of our 45+ retail partners, please contact the store directly. We're happy to help with product and fragrance questions at hello@fernwehcollective.com.

Grievance Redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the details of our Grievance Officer are set out below.

Grievance Officer: [CONFIRM: a named individual is required under the Rules — Monica Chandak, or a team member you'd prefer to name] Designation: [CONFIRM: e.g. Proprietor, or Customer Experience Lead] Email: hello@fernwehcollective.com Phone / WhatsApp: +91 98306 98406
Registered Address: Fernweh, 18/4A Dover Lane, Ground Floor, Kolkata 700029, West Bengal, India Hours: Monday to Saturday, 10 am – 6 pm IST

Communication Address: 57/4, Ballygunge Circular Rd, Ballygunge, Kolkata, West Bengal 700019

We acknowledge every complaint within 48 hours of receipt and work to resolve it within one month.

Country of origin: India Marketed by: Fernweh, 18/4A Dover Lane, Ground Floor, Kolkata 700029

Note on the legal entity. "Fernweh" is your trading name. The Rules expect the name of the entity as registered. If you're operating as a sole proprietorship, the correct form is usually "Fernweh (Proprietor: Monica Chandak)". Copy the exact legal name from your GST certificate and use it verbatim here — this is the field a consumer forum will check first.

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