Return, Refund & Replacement Policy
Last Updated: 01-07-2026
At SHEOM™, a brand owned and operated by House of Sheom, we take care to ensure that every order reaches you safely and as intended. Please review the following policy before placing an order.
1. Returns Policy
Due to the nature of fragrance and home-fragrance products, we generally do not accept returns or exchanges for change of mind, fragrance preference, or products that have been opened or used.
Customers may, however, be eligible for a replacement or refund where a product is received damaged, defective, incorrect, missing, or where otherwise required under applicable law.
2. Damaged or Defective Products
If your order arrives damaged, broken, or defective, please contact us as soon as possible, preferably within 48 hours of delivery, at support@sheom.co.in.
Please provide:
- Your order number
- Clear photographs of the affected product
- Clear photographs of the outer and inner packaging
- A brief description of the issue
- An unboxing video, if available
Customers are encouraged to record an unboxing video when opening the shipment, particularly if the outer packaging appears damaged. An unboxing video can help us verify transit-related claims more efficiently but is not necessarily the sole form of evidence required.
We request that visible transit damage or defects be reported within 48 hours so that we can investigate the matter promptly. Requests received after this period will be reviewed based on the circumstances and applicable law.
3. Incorrect or Missing Products
If you receive a product different from what you ordered, or an item or quantity is missing from your shipment, please contact us as soon as possible, preferably within 48 hours of delivery.
Once the issue has been verified, we will arrange an appropriate replacement or other resolution at no additional cost to you, as applicable.
4. Replacement Eligibility
A replacement may be approved where a product was damaged or broken during transit, is defective upon arrival, an incorrect product was delivered, or an item or quantity is missing from the delivered order.
Replacement requests may not be eligible where the product has been used or damaged after delivery, the issue resulted from improper handling or failure to follow product-care instructions, or sufficient information cannot reasonably be provided to verify the claim.
Where an eligible replacement is approved, House of Sheom will generally arrange the replacement at no additional cost. If the same product is unavailable or a replacement cannot reasonably be provided, an eligible refund may be issued to the original payment method.
5. Refund Policy
Refunds may be issued in circumstances including where a product becomes unavailable after an order has been placed, an order is cancelled by House of Sheom, an eligible prepaid order is successfully cancelled before dispatch, or a replacement cannot reasonably be provided for a verified damaged, defective, incorrect, or missing product.
Approved refunds will be processed to the original payment method. Once initiated, refunds may generally take approximately 5–10 business days to reflect, depending on the payment provider or financial institution.
6. Fragrance Preference
Fragrance perception is subjective and can vary from person to person depending on individual sensitivity, room size, ventilation, temperature, and other environmental factors.
A personal preference regarding fragrance does not by itself constitute a product defect. Therefore, returns, refunds, or replacements will generally not be provided solely because a customer dislikes a fragrance, finds it stronger or lighter than expected, or changes their mind after purchase.
We encourage customers to review the fragrance notes and product descriptions carefully before placing an order.
7. Order Cancellations
Orders may be cancelled only before dispatch, subject to the status of order processing and fulfilment.
To request a cancellation, contact us as soon as possible at support@sheom.co.in with your order details.
Submitting a cancellation request does not guarantee cancellation if the order has already been processed for dispatch or handed over to our logistics partner.
If an eligible prepaid order is successfully cancelled before dispatch, the applicable refund will be issued to the original payment method. Once an order has been dispatched, it cannot ordinarily be cancelled.
8. Shipping Charges
Original shipping charges are generally non-refundable in cases of customer-requested cancellations or other non-defective-product situations, except where otherwise required by applicable law.
Customers will not be charged additional shipping for an approved replacement resulting from a verified damaged, defective, incorrect, or missing product.
9. Damaged or Tampered Packaging
If a shipment appears visibly damaged, tampered with, opened, or otherwise compromised at the time of delivery, we encourage you to photograph or record the condition of the outer packaging before opening the shipment and contact us promptly.
Please retain the product and original packaging until your claim has been reviewed, as these may be required to verify the issue or assist with a courier claim.
10. Verification of Claims
House of Sheom reserves the right to reasonably verify replacement and refund requests by reviewing photographs, videos, packaging, order information, and other relevant details.
We may request additional information where reasonably necessary to assess a claim. Nothing in this policy is intended to exclude, restrict, or limit any rights or remedies available to customers under applicable consumer protection laws.
11. Contact Us
For returns, refunds, replacements, cancellations, or order-related assistance, please contact:
House of Sheom
Operating under the brand SHEOM™
Email: support@sheom.co.in
Address: Sector 35, Rohini, Delhi, India - 110039
Business Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST
SHEOM™ — Fragrance Beyond Ritual