Refund policy
OFFNOTE RETURNS, REPLACEMENTS AND REFUNDS POLICY
Brand: Offnote
Legal entity: BARELAB ORGANICS PRIVATE LIMITED
Registered office: 514/18, Office No. 202, Deep Plaza Complex, Opp. Civil Court, Gurgaon - 122001, Haryana, India
Return / Pickup Address: 1st Floor, B-584, Nehru Ground, NIT, Faridabad-121001, Haryana
CIN: U47722HR2026PTC143460
Effective date: [15 Aug 2026]
Last updated: [06 Aug 2026]
1. General no-return policy
Due to the personal-use and hygiene-sensitive nature of fragrance products, we do not accept returns or exchanges merely because:
- you changed your mind;
- you do not like the fragrance, fragrance notes, bottle or packaging;
- the fragrance smells different from what you expected;
- the fragrance performs differently on your skin;
- you consider the fragrance too strong, too mild or insufficiently long-lasting;
- the product has been opened, sprayed, tested, used, altered or improperly stored;
- the outer packaging, seal or label was removed or damaged after delivery; or
- the product was bought during a promotion, as part of a bundle or using a discount code, unless it is otherwise eligible under this Policy.
Fragrance perception and performance may vary depending on skin chemistry, climate, storage, application and other individual factors. Such variation, by itself, is not a defect.
2. Eligible claims
You may submit a claim where:
- the bottle or packaging arrived physically damaged;
- the product leaked during transit;
- the spray mechanism, bottle or product is defective;
- you received a product different from the one ordered;
- a paid product is missing from the parcel;
- the product is materially different from its description or agreed specifications;
- the product appears tampered with, spurious or otherwise legally non-compliant; or
- a remedy is required under applicable consumer law.
Minor variations in packaging, colour, bottle appearance or printed material that do not affect the identity, safety or intended use of the product will not ordinarily be treated as defects.
3. Reporting an issue
You must report an eligible issue within 24 hours after the parcel is shown as delivered.
Send the claim to support@barelabs.in. Your claim should include:
- your full name;
- order number;
- registered email address or telephone number;
- a clear description of the issue;
- clear photographs showing the product, defect or damage, outer packaging, shipping label and batch details; and
- an unedited parcel-opening video, where available or reasonably requested.
Please retain the product, bottle, cap, internal packaging, shipping box, invoice and shipping label until the claim is resolved.
A clear photograph must be submitted within the 24-hour claim period. Failure to provide timely and adequate evidence may prevent us from verifying transit damage, leakage, shortages or an incorrect product. This does not restrict any right that cannot lawfully be waived.
4. Review and verification
We may:
- ask for additional photographs, video or information;
- verify the order, payment, batch and dispatch records;
- require the product to be returned for inspection;
- arrange a reverse pickup through Delhivery Limited or another authorised logistics provider;
- ask you not to return a leaking or unsafe parcel and provide safe-handling instructions; or
- decline a claim where the evidence indicates misuse, accidental damage after delivery, improper storage, unauthorised alteration, substitution or fraud.
Do not ship a product back to us without written return authorisation.
5. Available resolution
Once an eligible claim is approved, we will offer one of the following, as applicable:
- replacement with the same product;
- replacement with an agreed equivalent where the original product is unavailable;
- refund to the original payment method; or
- Offnote store credit, if selected by you.
Where more than one resolution is reasonably available, you may state your preferred option before the resolution is processed.
6. Refund method
For prepaid orders, the refund will be initiated to the payment method originally used for the order, unless you choose store credit.
For cash-on-delivery orders, the refund may be made through UPI, bank transfer or store credit because a cash refund cannot ordinarily be routed through the original collection method. We may request the minimum bank or UPI information reasonably required to complete the refund.
Refund and transaction instructions may be processed through GoKwik Commerce Solutions Private Limited, our checkout and payment gateway provider, together with the relevant banks, payment networks, regulated payment providers and Shopify Commerce Singapore Pte. Ltd., solely as required to initiate, reconcile and communicate the refund.
7. Refund timing
After the claim is approved and any required product inspection is completed:
- we will ordinarily initiate the refund within five business days;
- the relevant bank, card network, UPI provider or payment service may require an additional five to ten business days to reflect the amount; and
- store credit will ordinarily be issued within two business days.
The time taken by a bank or payment service after we initiate the refund is outside our direct control.
8. Refund amount
For an approved refund, we will refund the amount actually paid for the affected product.
Where the entire order is damaged, defective, incorrect or undelivered due to an error attributable to us or our logistics provider, any standard shipping charge paid for that order will also be refunded.
Where only one product in a multi-product order is affected, the refund will generally be limited to that product. Order-level or bundle-level discounts may be allocated proportionately.
Complimentary products, samples and gifts have no separate refundable value. If a qualifying purchase is refunded, we may reasonably require the associated complimentary product to be returned.
9. Store credit
Approved store credit:
- will equal the approved refundable amount;
- will be issued to the account, email address or telephone number associated with the order;
- may be used only on the Offnote website;
- cannot be redeemed for cash or transferred, except where required by law; and
- will remain valid for 12 months from the date of issue, unless a longer period is stated when issued.
10. Order cancellation
You may request cancellation before dispatch by contacting support@barelabs.in. Cancellation is not guaranteed once the order has been processed, packed, assigned to a courier or dispatched.
Where a prepaid cancellation is accepted, the payment will be refunded to the original payment method. You may elect to receive store credit instead.
11. Refused and undeliverable parcels
A change of mind after dispatch, refusal to accept delivery, repeated failed delivery attempts, or an inaccurate or incomplete address does not create a right to a full refund.
For a prepaid order returned to us for a reason attributable to the customer, we may deduct the actual forward and return logistics charges from the refund, to the extent permitted by law. We will not make such a deduction where the return resulted from our error, courier damage or another circumstance for which the customer is not responsible.
12. Fraud and misuse
We may decline, limit or investigate requests involving altered evidence, product substitution, deliberate damage, repeated abnormal claims, false non-delivery claims, misuse of promotional benefits or other conduct reasonably indicating fraud or abuse. Any decision remains subject to applicable consumer rights.
13. Statutory rights
Nothing in this Policy excludes or restricts any right or remedy that cannot lawfully be excluded, including rights relating to defective, deficient, spurious, incorrectly supplied or materially misdescribed products.
14. Contact
Customer support: support@barelabs.in
Telephone / WhatsApp: +91-8929966066
Operating hours: Monday-Saturday, 10:00 a.m.-6:00 p.m. IST
Return address: 1st Floor, B-584, Nehru Ground, NIT, Faridabad-121001, Haryana, India.