Refund/Replacement Poilcy

Returns & Replacement Policy — EOO Reserve

Effective Date: April 27, 2026 Last Updated: April 27, 2026

At EOO Reserve, we stand behind everything we make. If something isn't right, we will make it right — no runaround, no fine print.

1. Our 30-Day Replacement Guarantee

Every EOO Atmos Starter Pack and diffuser purchase is covered by our 30-Day Replacement Guarantee.

If your product is defective, damaged in transit, or not functioning as expected within 30 days of delivery — we will send you a replacement unit at no cost to you. No questions asked.

This guarantee covers:

Diffuser not powering on
Diffuser malfunctioning or behaving unexpectedly
Product damaged during shipping
Any manufacturing defect

2. How to Claim a Replacement

Getting a replacement is simple:

WhatsApp or email us within 30 days of receiving your order
Share your order number and a brief description of the issue
Send us a short video or photo showing the defect or damage
Once verified, we will dispatch your replacement within 1–2 business days

Contact us: Email: info@eooreserve.com WhatsApp: +91 6354596366

We typically respond within a few hours during business hours (10 AM – 8 PM IST, Monday to Saturday).

3. Fragrance Oil Refills

Fragrance oil refills are not eligible for replacement unless:

The bottle arrived damaged or leaking
The wrong scent was delivered

Due to the nature of fragrance products, opened or used refill bottles cannot be replaced for reasons of personal preference or scent dissatisfaction. We strongly recommend trying both Ember and Drift from your Starter Pack before ordering additional refills.

4. Non-Eligible Items

The following are not covered under our replacement policy:

Products damaged due to misuse, improper handling, or accidents after delivery
Products with missing or tampered serial numbers or packaging
Defects reported after 30 days of delivery
Opened fragrance oils where the issue is personal scent preference

5. Returns and Refunds

We currently operate a replacement-first policy — meaning we will always attempt to resolve your issue by sending a replacement before processing a refund.

In exceptional circumstances where a replacement is not possible — for example if the product is out of stock — we will process a full refund.

Refund timelines by payment method:

Payment Method	Refund Process	Timeline
Prepaid (UPI, Card, Net Banking)	Refunded to original payment source via Razorpay	5–7 business days
Cash on Delivery (COD)	Refunded via bank transfer to your provided account	5–7 business days

For COD refunds, we will ask for your bank account details (account number and IFSC code) over WhatsApp or email to process the transfer.

6. Cancellations

Before dispatch: You can cancel your order any time before it is dispatched by contacting us via WhatsApp or email. Prepaid orders will be refunded in full within 5–7 business days. COD orders can simply be cancelled with no charge.

After dispatch: Once your order has been dispatched, it cannot be cancelled. If you no longer wish to receive the order please refuse delivery and contact us — we will assess the situation and respond accordingly.

7. Wrong Item Delivered

If you received a product different from what you ordered, contact us within 48 hours of delivery with your order number and a photo. We will arrange for the correct item to be sent to you immediately at no cost.