Cancellation & Refund Policy
At Darake, every order is handled with care and precision. To maintain the quality and authenticity of our fragrances, we follow a clear and structured resolution process. We request customers to carefully review the guidelines below to ensure a smooth experience.
- Delivery Verification & Inspection
a. OTP Confirmation
At the time of delivery, an OTP will be sent to your registered mobile number. This must be shared with the courier partner to complete the delivery process.
b. Inspect Before Confirmation
Before sharing the OTP, we strongly recommend inspecting the package thoroughly. Check the outer packaging and ensure it is intact.
c. Unboxing Guidance
Record a clear, continuous unboxing video from start to finish. The video should capture:
● The sealed outer package
● Shipping label details
● Opening of the package
● Product condition and contents inside
d. Verify Order Contents
Please confirm that the correct product and quantity have been received as per your order.
e. If Package Appears Compromised
If the package looks tampered, damaged, or opened:
● You may refuse the delivery, or
● Accept it only after marking it as “damaged/tampered” with the courier (Negative POD) and capturing clear images as proof
- Damaged, Tampered, or Incomplete Orders
If an order is accepted despite visible concerns, the following is required for any claim:
● A clear image of the Negative POD with remarks
● A complete 360° unboxing video showing the entire process
Without both, claims cannot be validated.
- Rejected Deliveries or Negative POD Cases
If you refuse the delivery or submit a valid Negative POD:
● Darake will review the case and, if approved, arrange a replacement for missing or affected items
Please note:
Refunds are not issued for such cases. Resolution is provided through replacement only, subject to verification.
- Claims Without Proof
If a delivery is accepted without:
● Negative POD (in case of visible damage), and
● A proper unboxing video
Darake will not be able to process any return, replacement, or refund request.
- Complaint Timeline
All concerns must be reported within 48 hours of delivery.
Please email your request along with required proof within this timeframe.
Requests raised after this period will not be considered. - Delivery Signatures & Responsibility
All orders require a signature upon delivery.
If the shipment is received by someone on your behalf (family member, colleague, security, etc.), it will be considered as successfully delivered. Darake cannot be held responsible in such cases unless supported by valid unboxing proof. - Shipping Charges
Shipping and handling charges are calculated based on order specifications such as packaging, size, and destination.
These charges are displayed clearly at checkout before payment is completed. - Refund Processing Conditions
Refunds are not issued for:
● Damaged or tampered products without proper proof
● Orders accepted without inspection or documentation
In applicable cases, refunds (if approved) will only be processed after:
● The product has been returned to our facility
● A quality inspection has been completed and verified
- Dispute Resolution
In situations where there is a discrepancy between customer claims and courier records:
● Resolution will be subject to confirmation from the shipping partner
● Any refund or replacement will proceed only after the claim is acknowledged and validated
