Returns Policy

Valley Fragrances is built around one promise: every bottle we ship is genuine and sealed. We work with India's largest perfume distributors and have been in this trade for over six years. The economics of our business, including the security deposits we maintain with our suppliers, make selling a counterfeit structurally impossible. Read about how we operate.

Because of this, we don't have a "return window" or a "no questions asked" policy. We know what we ship, and we stand behind it. There is exactly one situation in which a return claim will be considered, and the proof requirements are strict. Read on.

The only exception: an authenticity claim with video proof

If you believe, after receiving your order, that the fragrance is not genuine, you may file an authenticity claim. We will only consider the claim if you can provide a complete, unedited unboxing video that meets every requirement below. No exceptions.

We're 100% accountable for the authenticity of every product we ship. If, somehow, a non-genuine bottle ever reached you, we'd refund or replace it immediately on verified video proof. But the video must exist, and it must be filmed correctly. There is no way to verify a claim without it.

How to film the unboxing video

Read this section before you open the package. Once you've broken the courier seal off-camera, the video proof is no longer valid and we cannot accept the claim.

1. 1
   Start recording before opening anything. Begin the video with the sealed courier package fully visible in your hand or on a flat surface. The shipping label, your address, and any tape seals must be clearly readable.
2. 2
   Show all six sides of the package. Slowly rotate the package so the camera captures every side, including the bottom. This proves the package was sealed and untampered with at the moment of opening.
3. 3
   Open the package on camera in one continuous shot. Do not pause, cut, edit, or split the recording. Cut tape and packaging on camera. The video must be a single continuous take from the sealed package to the perfume bottle being held in your hand.
4. 4
   Show the inner perfume box. Once the courier package is open, hold up the inner perfume box (the manufacturer's box) and show all sides. The cellophane wrap or seal must be visible and intact.
5. 5
   Show the batch code on the box and the bottle. Find the batch code printed on the box (usually a small alphanumeric string) and zoom in clearly. After opening the box, find the matching batch code on the bottle and show it on camera.
6. 6
   Spray the perfume on camera. One spray, on a strip or in the air, visible on camera. This confirms the bottle works and the contents match what should be inside.
7. 7
   End the recording. The video should be one continuous file, no edits, no cuts, no jump-cuts, no separate clips stitched together. We will check.

What disqualifies a video

• The package was opened off-camera before recording started.
• The video has any cuts, edits, transitions, or is multiple files.
• The shipping label, batch code, or seals are not clearly visible.
• The video is heavily compressed, blurred, or visually unverifiable.
• The file is sent more than 48 hours after delivery.
• The video does not show the bottle being sprayed at the end.

How to file an authenticity claim

1. Film the unboxing exactly as described above. Do this on the day of delivery.
2. Email the video to hello@valleyfragrances.com within 48 hours of delivery, including your order number and the reason you believe the product is not genuine.
3. If the file is too large to email, upload it to Google Drive or WeTransfer and share the link. Make sure the link is publicly accessible.
4. We'll respond within 48 hours with our verification result.
5. If verified, we will issue a full refund or send a replacement at our cost. If the claim is rejected, we will explain why in writing.

What we will not refund

• Products you ordered but no longer want.
• Products that don't smell the way you imagined.
• Products you bought as a gift that the recipient didn't like.
• Products that arrived sealed and intact but were opened off-camera.
• Products with minor cosmetic packaging damage that doesn't affect the bottle.
• Wrong product ordered by the customer (always check the title and size before placing the order).

Damaged or wrong item shipped by us

If we shipped you the wrong product, or if the bottle arrived broken inside an otherwise sealed courier package, the same unboxing video rule applies. Email us within 48 hours with the video and we'll resolve it at our cost. This is the only other case (alongside authenticity claims) where we accept a return-and-replace flow.

Decants (5 ml / 10 ml)

Decants are non-returnable once opened. We cannot resell a decant that has been uncapped for hygiene reasons, no matter the condition. Please think carefully before you order a decant you haven't smelled before.

If a decant arrives damaged in transit (a leaked atomizer, a shattered glass bottle, a spray that doesn't work), message us on WhatsApp with a photo within 48 hours of delivery and we will reship the damaged item at our cost, no return required. We budget for a small transit damage rate in our decant pricing so you're covered.

Decants are decanted in-house from original sealed distributor bottles. The authenticity of the liquid is identical to the full-bottle version. If you have an authenticity concern about a decant, the unboxing video rule above applies the same way: capture the courier package being opened on camera.

Why this policy exists

Two reasons:

1. We're confident in what we ship. Six years in this business has taught us how to spot the difference between real and fake, and our supply chain doesn't have a way for fakes to get in. The video rule exists to protect the integrity of any claim, not because we expect anyone to need it.
2. Perfumes can be tampered with after delivery. Without video proof of an unbroken courier seal, there's no way to distinguish a counterfeit from a swap performed after the fact. We can't run a fair claims process without it.

Thank you for understanding. If you have any doubts before placing an order, please reach out. We're happy to answer questions about a specific product, brand, batch code, or supply line. After the order ships, the policy above is the policy.