REFUNDS & RETURNS

What can I return?

This policy applies to purchases made directly through our website. For purchases from another retailer or marketplace, contact that seller through your original order.

If you change your mind, contact us within 7 calendar days of delivery. The item must be unused, unopened and in its original condition, with seals, labels, packaging and any included accessories or gifts intact.

• Fragrances and refills: opened, used or unsealed products are not eligible for change-of-mind returns. This includes products opened to try the scent.
• Accessories and diffusers: must be unused, uninstalled and free from damage caused after delivery for a change-of-mind return.
• Sets and bundles: return the complete set for a change-of-mind refund. If only one component is faulty, contact us to arrange an appropriate remedy.
• Discounted items: the same eligibility rules apply. Refunds reflect the amount actually paid after discounts.

These condition requirements apply to change-of-mind returns. They do not prevent a claim for a defect, damage on arrival, an incorrect item or a product that does not match its description.

Damaged, leaking, missing or incorrect items

Please check your order when it arrives. If a bottle is broken or leaking, an item is missing, or you received the wrong product, contact us as soon as possible, preferably within 48 hours of delivery, so we can investigate promptly.

Include your order number and a description of the issue. Photos of the product, shipping label and packaging are helpful if available. An unboxing video is welcome but is not required to request help.

The 48-hour reporting period is a request for prompt notification, not a limit on your statutory rights. Report defects discovered later as soon as you notice them. Opening an item to discover a defect does not, by itself, make the claim ineligible.

For a verified issue, we will arrange a replacement or refund, taking account of your preference and applicable rights, without charging you return shipping. Stop using a damaged or leaking product and wait for our handling instructions.

How to request a return

• 1. Contact us: email hello@driivo.in with your order number, the email or phone number used at checkout, the item and quantity concerned, and your reason for the request.
• 2. Receive instructions: we will review your request and confirm the next steps, including the return address or collection arrangements and any applicable shipping cost. Please do not send items to an address without confirmation.
• 3. Pack and return: securely pack the approved items and include your order reference. For change-of-mind returns, hand the parcel to the agreed carrier within 7 calendar days of receiving our return instructions.
• 4. Receive an update: once the return arrives, we aim to inspect it within 3 business days and email you the outcome. If more information is needed or a request is declined, we will explain why.

Keep your collection receipt or tracking reference until your request is resolved. If you cannot meet an agreed collection date, contact us to arrange an alternative.

Who pays for return shipping?

Our error or a product issue: we cover approved return shipping for damaged, defective, incorrect or misdescribed goods. We will arrange collection where available or agree a prepaid or reimbursed shipping method with you.

Change of mind: you pay the return shipping cost. Any collection charge will be explained and agreed before collection; we do not apply a restocking fee. Original delivery charges are not refundable for change-of-mind returns.

For a refund resulting from our error or a product issue, we also refund delivery charges attributable to the affected items. If the whole order is affected, this includes the full standard delivery charge.

Fragrance liquids and damaged bottles may require specific carrier arrangements. Please wait for our instructions before shipping them, particularly if a bottle is leaking.

When will I receive my refund?

Once your refund is approved, we will initiate it within 5–7 business days and send a confirmation. If a physical return is needed, approval normally follows receipt and inspection. Where we confirm that no return is necessary, you do not need to wait for a collection.

• Prepaid orders: refunds go back to the original payment method. Your bank or payment provider may take a further 5–10 business days to display the credit; its processing times may vary.
• Cash on delivery, where offered: we will arrange a bank or UPI transfer after verifying the order and recipient details. We will never ask for an OTP, card PIN or UPI PIN to issue a refund.
• Refund amount: the amount paid for the eligible items, including applicable taxes, is refunded after accounting for discounts and any shipping charges explained above.
• Store credit: we will not substitute store credit for an approved monetary refund without your agreement.

Business days are Monday to Friday, excluding public holidays. If your refund has not arrived within the expected period, email us with your order number and refund confirmation so we can trace it with the payment provider.

Replacements and exchanges

Replacements for damaged, defective or incorrect items are subject to stock availability. If a replacement is unavailable, we will offer a refund. We will confirm an estimated dispatch date when arranging a replacement.

To choose a different fragrance or accessory, request a return of your eligible unopened item and place a separate order. Opened fragrances cannot be exchanged solely because the scent is not your preference.

Cancellations and delivery problems

To cancel, email us with your order number as soon as possible. Orders cancelled before dispatch receive a full refund, including delivery charges, with no cancellation fee. Once dispatched, we may be unable to stop the shipment; contact us to discuss the return options that apply.

If we cancel an order because an item is unavailable or we cannot fulfil it, we will notify you and refund the amount paid for the cancelled items, including related delivery charges.

If your parcel is missing or has not arrived by the stated delivery schedule, contact us. We will investigate with the carrier and arrange an appropriate refund or replacement. Your rights in relation to late delivery remain subject to applicable law, including exceptions for events beyond reasonable control.

We are here to help

We acknowledge consumer complaints within 48 hours and work to resolve them within one month of receipt. If a request remains unresolved, reply to your existing email thread with “Complaint escalation” in the subject line.

This policy does not exclude or limit your rights under applicable Indian consumer protection law. The 7-day change-of-mind window and exclusions for opened products do not override those rights. The policy applicable when you placed your order governs that purchase; later changes will not reduce your existing rights.