Return and Exchange

At Borah Freshness, we are committed to delivering high-quality hygiene and cleaning solutions that bring freshness and care to your daily life. We value the trust our customers place in us and strive to ensure every product meets your expectations in terms of quality, safety, and utility.

However, we also understand that sometimes an issue may arise—whether due to unforeseen damage during transit, a rare packing error, or concerns about the quality of a particular item. For such situations, we offer a limited return and exchange policy that reflects our dedication to customer satisfaction while maintaining transparency and responsibility from both ends.

Please read this policy carefully to understand how returns and exchanges are handled at Borah Freshness.

1. Eligibility for Return and Exchange

We offer product replacement within 7 calendar days from the date of delivery, strictly under the following conditions:

• The item is found to be defective, damaged, or incorrect (wrong product sent).
• The item must be unused, unopened, and in its original packaging along with all original tags, seals, labels, and any accessories (if applicable).
• The product must be in a resalable condition, with no visible signs of usage or tampering.
• A clear photo or video proof of the issue must be submitted at the time of raising the return request.

Please note: Products once sold are non-refundable. We only facilitate replacement for eligible cases. No money will be refunded under any circumstances unless otherwise explicitly approved by our customer support team for special cases such as order cancellation before dispatch.

2. Timeframe and Process for Filing a Return/Replacement Claim

To initiate a return or replacement request, the following process must be followed:

Step 1: Notify Us

Send an email to care@borahfreshness.com or WhatsApp us at +91 93878 30508 within 7 days of receiving the order, mentioning:

• Order ID
• Full name and contact details
• Reason for return
• Supporting photographs/videos
• Date of delivery (as per courier record)

Step 2: Verification

Our customer support team will assess your request and may reach out for additional information if required. This process usually takes 24–48 business hours.

Step 3: Approval or Rejection

If your return request meets the policy criteria, we will authorize a replacement and provide instructions for either:

• Return pickup by our delivery partner (if available in your area), or
• Return by self-shipping (for remote areas).

In cases where the product does not meet the eligibility requirements, the claim will be respectfully rejected with a detailed explanation.

3. Conditions Under Which Return/Exchange Will Not Be Accepted

To maintain the hygiene, quality, and safety of our products, returns or exchanges will not be accepted under the following circumstances:

• Product is used, opened, or partially consumed.
• Original packaging (bottle, seal, cap, or box) is tampered with or missing.
• Claim is raised after 7 calendar days from the date of delivery.
• Product is damaged due to mishandling by the customer.
• Dissatisfaction due to personal preferences (e.g., fragrance choice, bottle design, viscosity) unless the product is defective or wrongly delivered.
• Issues without photographic or video evidence at the time of raising the claim.
• Product bought during clearance sale or under “final sale” terms.

4. Exchange or Replacement Shipping and Logistics

If the return is approved due to an error on our part (wrong item sent, product damaged during delivery, manufacturing defect), we will bear the return shipping cost and ensure free delivery of the replacement product.

If the issue is not attributed to Borah Freshness (for example, customer changes mind, orders wrong variant by mistake), and a replacement is still approved under goodwill, the customer may be required to bear the two-way shipping cost.

5. Packaging for Return

To ensure the product reaches us safely, customers are requested to follow these guidelines while returning:

• Pack the product securely using bubble wrap or the original courier box.
• Ensure all items, including outer packaging and invoice copy, are included.
• Write the return address (as provided by our customer care team) clearly on the package.

We are not responsible for damage or loss of goods during self-shipping returns. We advise using a trackable courier service.

6. Timelines for Replacement Delivery

Once your returned product reaches us and is inspected (if applicable), a fresh product will be dispatched within 3–5 business days, subject to stock availability.

In rare cases, where the same product is out of stock, we may offer one of the following alternatives:

• A replacement with a similar variant (with your consent)
• A credit note redeemable on your next purchase
• A refund (only in exceptional cases approved by our management)

7. Cancellations and Modifications

Orders once confirmed and dispatched cannot be cancelled or modified. If you wish to cancel the order, please reach out to our support team immediately. Cancellations can only be processed before dispatch, and refunds (if applicable) will be processed to the original payment method within 5–7 working days.

No cancellation or refund is possible for Cash on Delivery (COD) orders once shipped.

8. Contact Information for Returns and Support

For any queries related to returns, replacements, or order support, please contact us:

• 📧 Email: care@borahfreshness.com
• 📞 Customer Care: +91 80 6217 7146
• 💬 WhatsApp: +91 93878 30508
• 🕐 Support Hours: Monday to Saturday, 09 AM to 05 PM

Our team is always ready to assist you with genuine concerns and will ensure you are heard and helped promptly.

9. Important Notes

• Borah Freshness reserves the right to reject return or replacement requests that do not meet the conditions outlined in this policy.
• In case of any dispute, the decision of the Borah Freshness support and quality assurance team will be final and binding.
• This policy is subject to change at any time without prior notice. Customers are advised to check the most recent version of the policy on our official website.

10. Points to Remember

We thank you for choosing Borah Freshness. Your satisfaction is our priority, and we stand by the integrity and quality of every bottle, pack, and product that carries our name. Our replacement policy is designed to protect both our valued customers and our mission to deliver cleanliness with responsibility.

For further inquiries, please don’t hesitate to reach out.

Warm regards,
Team Borah Freshness