Last updated: September 9, 2026

We want you to be happy with your Itralay purchase. This Returns & Refunds Policy explains how cancellations, returns, exchanges and refunds work for orders placed on itralay.com, and forms part of our Terms and Conditions.

1. Order Cancellations

You may request cancellation of an order at no cost as long as it has not yet been dispatched. Once an order has been dispatched, it cannot be cancelled, but you may be able to return it after delivery in line with Section 3 below. To request a cancellation, contact us immediately at info@itralay.com or +91 9009000787 with your order number.

2. Damaged, Defective or Incorrect Items

If you receive a product that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery at info@itralay.com or +91 9009000787, along with your order number, photos/video of the product and its packaging, and a description of the issue. Once verified, we will offer a free replacement or a full refund, at your choice, including any shipping charges paid.

3. Change-of-Mind Returns

Because our products are personal-care and fragrance items, for hygiene and safety reasons we can only accept change-of-mind returns where the product is unopened, unused, with its original seal intact, and in its original packaging. Such returns must be requested within 7 days of delivery by contacting us at info@itralay.com or +91 9009000787. Products that have been opened, used, or have a broken seal cannot be returned for change of mind, except where the item is damaged, defective or incorrect as described in Section 2.

4. Non-Returnable Items

The following cannot be returned once delivered, unless damaged, defective or incorrect: opened or used attars, perfume oils, aroma oils, dhoop sticks, sambrani cups, room fresheners and bakhoor; items marked as final sale; and gift cards or vouchers, if offered.

5. How to Initiate a Return

To initiate a return or report an issue, email info@itralay.com or call/WhatsApp us at +91 9009000787 with your order number and details of the issue. Once your request is approved, we will share instructions for returning the product (where applicable) or for arranging a reverse pickup. Please do not send products back to us before receiving confirmation from our team.

6. Refunds

Once a return is received and inspected (or once a damaged/defective/incorrect item claim is approved without requiring a physical return), we will process your refund to the original payment method used at checkout via our payment gateway (Razorpay). Refunds are typically credited within 5-7 business days of approval, though the exact time to reflect in your account may depend on your bank or card issuer. As we do not currently accept cash on delivery, no cash refunds are applicable.

7. Return Shipping Costs

We bear the shipping cost for returns arising from damaged, defective or incorrect items. For change-of-mind returns under Section 3, return shipping costs are borne by the customer unless we advise otherwise.

8. Exchanges

If you would prefer an exchange (for example, a different fragrance or size) instead of a refund, let us know when you contact us, and we will assist you subject to stock availability.

9. Contact Us

For any questions about cancellations, returns, exchanges or refunds, please contact us:

Itralay
Opposite Freeganj Gurudwara, Ujjain, Madhya Pradesh 456010, India
Email: info@itralay.com
Phone: +91 9009000787