Returns, Cancellation & Refunds
Fragrance is personal, and hygiene matters. For that reason, we can't accept returns for a change of mind, including on sealed bottles. But if something arrives damaged, leaking, incorrect or missing, we'll make it right.
What we cover
You can raise a claim if your order arrives:
- Damaged, such as a broken bottle, cap or applicator
- Leaking
- Incorrect, meaning a different product from the one you ordered
- Incomplete, with one or more items missing
What we can't accept
- Returns because you've changed your mind or don't like the fragrance, including on sealed, unopened products
- Opened or used products, unless the claim is for damage, leakage or a wrong item
- Skin reactions or sensitivity. We recommend a patch test before first use (see our FAQ)
- Slight differences in colour or scent between batches. Our formulations use natural oils, which naturally vary a little from batch to batch
- Differences in how long a fragrance lasts, which depends on skin type, weather and how it's applied
- Marks on clothing or other fabrics after use. See our FAQ for tips on wearing your fragrance
- Claims raised more than 48 hours after delivery, or without an unboxing video
- Products bought from anywhere other than lostnaturals.in. Please contact the seller you bought from
How to raise a claim
Within 48 hours of delivery, email info@lostnaturals.in or WhatsApp us on +91 92176 93001 with:
- Your order number
- An unboxing video, recorded without cuts, starting from the sealed parcel
- Clear photos of the product, the product box and the shipping label
We'll acknowledge your claim within 48 hours and confirm the next steps once we've reviewed it.
Please keep the product and all its packaging until your claim is resolved. We may need it back.
Pickup
If we need the product returned, we'll arrange a pickup from your address at no cost to you. Please hand it over in its original packaging.
How we resolve it
Once your claim is approved, we'll send you a replacement of the same product. If that product is out of stock, we'll give you a full refund instead.
Cancelling an order
| When | What happens |
|---|---|
| Before dispatch | Cancel free of charge and receive a full refund. |
| After dispatch | The order can no longer be cancelled. |
To cancel, email info@lostnaturals.in or WhatsApp us on +91 92176 93001 with your order details as soon as possible.
If you refuse a delivery
If you refuse a dispatched order at delivery, we'll refund the amount you paid online, minus shipping charges. This applies to prepaid orders and to the advance paid on Partial COD orders.
If Partial COD orders are refused repeatedly, we may disable Partial COD for that customer.
If we cancel your order
Occasionally, we may need to cancel an order. This could be because a product is out of stock, a pricing error, an unserviceable pin code or a suspected fraudulent transaction. If this happens, we'll let you know and refund the full amount you paid, with no deductions.
Refunds
| Payment type | How you'll be refunded |
|---|---|
| Prepaid orders | To your original payment method, within 5–7 business days of approval. |
| Partial COD orders | The online advance goes back to your original payment method within 5–7 business days of approval. Any amount you paid in cash is refunded by UPI or bank transfer once you share your details with us. |
After we process a refund, your bank or payment provider may take a few extra days to show it in your account.
If your claim is for a damaged, leaking, incorrect or missing item, we'll refund any shipping charge you paid. If you used a coupon, the refund is for the amount you actually paid.
Need help?
Write to us at info@lostnaturals.in or call or WhatsApp us on +91 92176 93001, Monday to Saturday, 10 am–7 pm IST.
