Returns & Replacements
Due to the artisanal and personal nature of our products (Perfumes and Gourmet Food), we maintain a strict hygiene and quality protocol to ensure every customer receives fresh, authentic products.
7-Day Replacement Guarantee
If your hamper arrives damaged, leaked, or incorrect, we offer a free replacement. Please notify us at concierge@shansillage.in within 24 hours of delivery with an unboxing photo or video.
What Qualifies for Free Replacement:
- Broken or leaked perfume bottle
- Melted or damaged chocolates (due to temperature mishandling)
- Missing items from the hamper
- Incorrect product delivered
- Visible damage to outer packaging indicating mishandling
Important: We require unboxing video/photo evidence to process replacement claims. This protects both you and us from fraudulent claims and ensures swift resolution.
Perfume Authenticity & Scent Subjectivity
Our fragrances are "Haute Parfumerie" grade with 18% oil concentration. Because scent is highly subjective and personal, we cannot accept returns for "dislike of fragrance" once the seal is broken.
However, if you believe the perfume is:
- Counterfeit or diluted (not matching our 18% concentration)
- Significantly different from the olfactory pyramid described
- Expired or spoiled (unusual rancid smell)
...we will investigate immediately and provide a replacement or refund if the claim is valid.
Our Authenticity Promise
Every bottle of Signature No. 1 is handcrafted in India with verified 18%+ oil concentration. We provide a Certificate of Authenticity with each purchase. If laboratory testing proves our concentration claim false, we offer a full refund plus ₹1,000 compensation.
Order Cancellation
Orders can be cancelled within 6 hours of placement for a full refund, provided they have not yet entered the dispatch cycle.
To cancel, email concierge@shansillage.in with your order number. Once dispatched, orders cannot be cancelled but may qualify for return/replacement as per our policy.
Refund Processing Timeline
Approved refunds are credited to the original payment method within 5–7 working days after we receive and verify the returned product (if applicable).
Refund Timeline Breakdown:
- Day 1: Refund request received and reviewed
- Day 2-3: Product return (if required) and quality check
- Day 4: Refund initiated to payment gateway
- Day 5-7: Amount reflects in your bank account
Note: Some banks may take 2-3 additional days to process credits. If you don't see the refund after 10 business days, contact your bank with the refund reference number we provide.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned once opened or used:
- Perfume bottles with broken seals (unless defective)
- Consumed or partially consumed chocolates
- Used Roli Chawal sets
- Gift boxes that show signs of use or re-gifting
Return Shipping
For defective or damaged products, we provide a prepaid return label — you pay nothing for return shipping. Our courier partner will collect the product from your address at no cost.
For "change of mind" returns (where applicable and approved), customers are responsible for return shipping costs.
Need Help with a Return?
Our Gifting Concierge team is here to make the process smooth and hassle-free.
Contact ConciergeEmail: concierge@shansillage.in | Response time: Within 24 hours