Refund policy

Effective Date: 07 August 2026

At Nilgiri Mist, we are committed to delivering premium-quality essential oils, perfumes, and wellness products. Due to the nature of our products and for hygiene and safety reasons, we do not accept returns of products that have been opened, used, or tampered with after delivery.

Nothing in this policy limits or excludes any right or remedy available to you as a consumer under the Consumer Protection Act, 2019, and applicable rules made thereunder, including your rights in respect of defective, deficient, or unsafe goods.

Our products are made using carefully selected ingredients. Individual skin or fragrance sensitivities may vary from person to person. We recommend performing a patch test before using any essential oil or personal care product. Nilgiri Mist shall not be responsible for reactions caused by individual allergies, sensitivities, misuse, improper storage, or incorrect application of the products.

Refund Policy

Refunds will only be considered under the following circumstances:

● The product received is damaged, broken, leaking, defective, incorrect, or missing items.

● An unedited unboxing video, recorded continuously from before the sealed package is opened, is mandatory for all claims relating to damage, leakage, breakage, missing items, or incorrect products.

● Claims must be raised within 24 hours of delivery.

Please email us at support@nilgirimist.com with your Order ID, clear photographs, the unboxing video, and a brief description of the issue. You may also contact our customer support through the contact details available on our website.

● If the shipping package appears tampered with or visibly damaged at the time of delivery, please refuse to accept the package and inform us immediately.

● If your order is marked as “Delivered” but has not been received, please notify us within 3 days of the delivery status update. Claims submitted after this period may not be eligible for investigation or refund.

● Shipping and delivery charges are non-refundable unless the error was caused by Nilgiri Mist.

● Refunds for prepaid orders will be processed to the original payment method used while placing the order.

● Cash on Delivery (COD) refunds, where applicable, will be transferred to the customer's registered bank account after verification. To process a COD refund, we will request your bank account details (account number and IFSC code) via email or phone; verification is typically completed within 2–3 business days of receiving these details.

● Once approved, refunds are generally processed within 7–15 business days (excluding weekends and public holidays), depending on your bank or payment provider.

Return & Replacement Policy

Due to hygiene and safety standards, Nilgiri Mist does not accept returns for products that have been opened or used.

A replacement or refund may be offered only in the following cases:

● Product received is damaged during transit.

● Product is leaking or broken.

● Incorrect product delivered.

● Items are missing from the package.

All such requests must be reported within 24 hours of delivery with the required photographs and an unboxing video, as described under Refund Policy above. Each request will be verified by our support team before approval.

Cancellation Policy

● Orders may be cancelled only before they are dispatched from our warehouse.

● A payment gateway processing fee of 2.5% may be deducted from prepaid order refunds in case of cancellation. This fee is also displayed at checkout before you complete your order.

● Once an order has been shipped, it cannot be cancelled.

● If a prepaid shipment is refused by the customer or returned to our warehouse after dispatch, shipping and handling charges may be deducted from the refund amount.

● Approved cancellation refunds will be credited to the original payment method within 7–15 business days (excluding weekends and public holidays).

Non-Returnable Items

The following products are not eligible for return or exchange:

● Opened or used perfumes

● Opened or used essential oils

● Products damaged due to misuse or improper storage

● Products purchased during promotional offers, clearance sales, or special discounts (unless received damaged or incorrect)

Grievance Redressal

If you are not satisfied with the resolution provided by our customer support team, you may escalate your complaint to our Grievance Officer, appointed in accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020:

Grievance Officer: [Name to be inserted]

Designation: [Designation to be inserted]

Email: support@nilgirimist.com

Phone: +91 99901 64042

We will acknowledge your complaint within 48 hours and endeavour to resolve it within one month of receipt. If you remain dissatisfied, you may also approach the National Consumer Helpline (1915 or consumerhelpline.gov.in) or file a complaint on the e-Daakhil portal (edaakhil.nic.in).

Governing Law and Jurisdiction

This policy shall be governed by and interpreted in accordance with the laws of India. Any disputes arising in connection with this policy shall be subject to the exclusive jurisdiction of the competent courts located in Faridabad, Haryana.