Refund & Replacement Policy
Craftsmanship, Care, & Delivery Assurance
Thank you for shopping with us. We take great pride in the quality and craftsmanship of our perfumes and candles. Every delicate perfume and candle is meticulously packed with the utmost care, protection, and love to ensure a safe journey to your doorstep. Due to the delicate nature of our products and strict hygiene standards, we do not offer refunds or returns on any purchases.
However, we are happy to offer a replacement strictly in the event that your product arrives damaged during transit, provided the conditions below are met.
Cancellation and Returns
- You are entitled to cancel your order at any point before it has been dispatched.
Mandatory Unboxing Video & 7-Day Window
All replacement requests must be submitted within 7 days of delivery and will strictly only be considered if accompanied by a continuous, unedited unboxing video.
To ensure a smooth resolution, this video is mandatory to claim a replacement:
- The video must show the package in its original, sealed condition before opening.
- The video must clearly capture the shipping label.
- The recording must be continuous, showing the opening of the outer packaging and the discovery of the damaged product inside.
Claims submitted after 7 days, or without valid video proof of the unboxing process, will not be considered for replacement.
What Qualifies as “Damage”
As our products include fragile glassware and temperature-sensitive materials, we classify a product as damaged only under the following conditions:
- Perfumes: Shattered or completely cracked glass bottles; significant leakage of the fragrance; or a completely defective spray pump/atomizer that renders the product unusable.
- Candles: Broken or shattered glass jars; completely crushed or structurally destroyed wax that renders the candle unsafe to burn.
Exceptions (Not eligible for replacement):
- Minor aesthetic wear to the outer cardboard packaging or box during transit (e.g., slight dents or bent corners).
- Subjective dissatisfaction with the fragrance or scent profile.
- Minor wax sweating or slight melting on the surface of candles (this is a natural occurrence due to temperature fluctuations in transit and does not affect performance).
- Products that have been used, altered, or damaged by the customer after successful delivery.
How to Request a Replacement
We do not require you to ship broken items back to a physical address, especially as shattered glass poses a safety hazard.
To initiate your replacement claim, please contact our support team directly with the following details:
- Your Order Number.
- The continuous, unedited unboxing video.
- Clear photographs highlighting the specific damage to the product.
Email: info@thecida.com
Phone: +91 7508008545
Inspection and Approval Process
Upon receiving your claim, our quality assurance team will review the provided video and photographic evidence. We will notify you of the approval or rejection of your replacement request within 3 to 5 business days.
If your request is approved, a replacement of the exact same item will be dispatched to your original shipping address at no additional shipping cost to you. Please note that we cannot exchange the damaged item for a different fragrance or product variant.
Shipping Costs and Risks
If the return is approved due to damaged goods, we will cover the replacement shipping costs.
Contact Us
If you have any questions regarding this policy or need assistance with a recently delivered order, please reach out to us at info@thecida.com or +91 7508008545.
Cida creates fragrances that are designed to be felt before they’re noticed. Each blend is developed with intention, balancing character, depth, and wearability. We work with carefully sourced ingredients to craft scents that stay with you, without overwhelming the moment.
Business Hours: Mon-Fri (10am - 6pm)
Operations/Logistics: +91 7508008545
Press/Business Development: admin@thecida.com
Email: info@thecida.com