Returns & Refund Policy

Last Updated: July 2026

This Returns & Refund Policy applies to all purchases made on www.cunin.in (the "Platform"), operated by ONARIS BRANDS PRIVATE LIMITED ("CUNIN", "we", "our", "us"). This Policy is incorporated into and forms part of our Conditions of Use.

1. No Returns After Delivery Acceptance

Due to the personal-care and hygiene-sensitive nature of fragrances and related products, all sales are final. Products that have been delivered and accepted cannot be returned or exchanged, whether opened or unopened, except as expressly provided in Section 5 (Damaged, Defective, or Incorrect Items) below.

Dissatisfaction with a fragrance's scent, projection, or longevity does not constitute a defect and is not a ground for return, exchange, or refund. As set out in our Conditions of Use, scent perception varies from person to person depending on individual skin chemistry, application, climate, and other factors, and minor batch-to-batch variations in colour, appearance, and scent are inherent to the nature of the product.

2. Order Cancellation Before Dispatch

You may cancel an order (prepaid or Cash on Delivery) at any time before it has been dispatched by contacting us using the details in Section 8. Orders cannot be cancelled once dispatched.

For prepaid orders cancelled before dispatch, the full amount paid, including any shipping fee, will be refunded to your original payment method in accordance with Section 7.

3. Non-Delivery and Return-to-Origin

If your order cannot be delivered including where it is lost in transit, where your location becomes unserviceable, or where delivery fails after the courier's permitted attempts  any prepaid amount will be refunded in accordance with Section 7.

4. Inspection at Delivery

To protect yourself and enable us to resolve any claim quickly, please follow these steps at the time of delivery:

a. Inspect before accepting. Inspect the outer package carefully before accepting delivery (and, where OTP-verified delivery is offered, before sharing the One-Time Password with the courier). Check that the package is not damaged, tampered with, or otherwise compromised.

b. Record an unboxing video. Record a continuous, uncut 360-degree unboxing video while unwrapping the package, clearly showing the shipping label, the outer packaging from all sides, the opening of the package, and the inner contents. This video is required to support any claim under Section 5.

c. If the package appears compromised. If the package appears damaged, tampered with, or compromised, you must either: (i) reject the delivery; or (ii) accept the delivery only after recording clear remarks on the Proof of Delivery (a "negative POD") with the courier and photographing the negative POD.

d. Alternative recipients. If you arrange for another person  such as a family member, colleague, or neighbour  to accept delivery on your behalf, acceptance by that person is deemed acceptance by you, and CUNIN is not responsible for the condition of items so accepted, save where a valid unboxing video recorded at the time of such acceptance evidences a claim under Section 5.

5. Damaged, Defective, or Incorrect Items

Notwithstanding Section 1, if the product you receive is damaged in transit, carries a manufacturing defect (for example, leakage or a non-functional atomizer), is incorrect, or is short of the quantity ordered, you may raise a claim as follows:

a. Timeline. Claims must be raised within 48 hours of delivery by contacting us using the details in Section 8.

b. Required documentation. Claims must be supported by: (i) the continuous 360-degree unboxing video described in Section 4(b); (ii) clear photographs of the product, packaging, and shipping label; and (iii) where applicable, the negative POD described in Section 4(c). Claims that are not supported by the required documentation, or that relate to damage occurring after delivery or not visible in the unboxing video, may be rejected.

c. Verification. Claims will be evaluated on the basis of the evidence provided, shipping and delivery records, and our internal investigation, which may include enquiries with the shipping partner.

d. Resolution. Upon verification of a valid claim, we will, at our discretion and subject to product availability, provide a replacement of the affected item or a refund, in accordance with applicable consumer protection laws. 

6. Shipping Fees

Any shipping or handling charges applicable to your order will be displayed at checkout before you complete payment. Shipping fees are refunded in full where an order is cancelled before dispatch or where a claim under Section 5 is verified as valid, and are not refunded where a shipment is returned to origin for reasons attributable to the customer, as described in Section 3.

7. Refund Processing

a. Prepaid orders. Refunds will be processed to your original payment method within 5–7 business days of the refund being approved.

b. Cash on Delivery orders. Where a refund arises on a Cash on Delivery order (for example, a verified claim under Section 5), the refund will be processed within 3–4 business days of approval to the UPI ID or bank account provided by you at the time of raising the claim.

c. Timelines. Refund approval occurs upon cancellation confirmation (Section 2), confirmation of non-delivery (Section 3), or resolution of a verified claim (Section 5), as applicable. Actual credit to your account may take additional time depending on your bank or payment provider.

8. How to Contact Us

To cancel an order, raise a claim, or ask a question about this Policy, contact us at:

Email: wtf@cunin.in Time: Mon - Fri (9:00 - 18:00)

Please include your order number, registered phone number, and (for claims under Section 5) the required documentation. We will acknowledge your request within 24 hours and endeavour to resolve it within 3 days, or within such other period as may be prescribed under applicable law.

9. General

Nothing in this Policy limits any rights you may have under applicable law, including the Consumer Protection Act, 2019, that cannot be excluded or limited by agreement. Any refund or replacement provided as a goodwill gesture in a specific instance is at CUNIN's sole discretion and shall not constitute a waiver of this Policy or a precedent for any other order. This Policy shall be governed by the laws of India, and the courts at Delhi shall have jurisdiction, subject to the jurisdiction of any consumer forum or authority constituted under applicable law.