Return and Refund Policy

Last updated: 31 August 2026

999Scala is a brand operated by 999Tee (India) Private Limited.

This Return and Refund Policy sets out the conditions applicable to returns, cancellations, refunds and product-related claims for purchases made from 999Scala.

1. 7-Day Return Policy

999Scala accepts eligible returns requested within 7 calendar days from the date of delivery.

A product is eligible for a voluntary return only if all of the following conditions are met:

  • The product is unopened and unused
  • The product's retail packaging has not been opened
  • All seals, protective wrapping and tamper-evident packaging remain intact
  • The product has not been installed, operated, tested or otherwise used
  • The product remains in its original condition
  • All supplied accessories, adapters, cables, manuals, inserts, components, complimentary items and bundled items are present
  • The product and packaging have not been damaged, altered, marked or tampered with

Opening the outer courier or shipping carton solely to access the order does not make the product ineligible, provided the actual product, its retail packaging and applicable seals remain unopened and intact.

The 7-day return policy applies to both 999Scala diffuser devices and scent oils.

A return request must be submitted to support@999scala.com within the 7-day return period.

For voluntary returns, prior return authorisation from 999Scala is mandatory. Products should not be sent back without return instructions from our support team.

Approval of a return request or arrangement of a reverse pickup does not constitute approval of the final refund. Final eligibility is determined after the returned product has been received and inspected by 999Scala.

Return deadline after approval

Once a return has been approved, the customer must make the product available for return or self-ship it, as applicable, within 3 calendar days of the return approval or return instructions.

Where 999Scala schedules a reverse pickup for a later date, the pickup schedule communicated by 999Scala will apply.

A return authorisation may lapse if the customer does not complete the return process within the applicable timeframe.

2. Change-of-Mind Returns and Return Shipping

An eligible unopened product may be returned within the 7-day period due to change of mind or personal preference.

For such returns:

  • The applicable reverse logistics cost will be borne by the customer
  • If 999Scala arranges reverse pickup, the applicable reverse logistics charge will be communicated and deducted from the refundable amount
  • If reverse pickup is unavailable, the customer will be responsible for self-shipping the product at their own cost
  • The original forward logistics cost will not be deducted from the refund

Where the customer self-ships a return, the customer is responsible for securely packing and dispatching the product using a reliable and trackable courier service.

The returned product remains the customer's responsibility until it is received by 999Scala. 999Scala will not be responsible for loss, shortage or damage occurring during customer-arranged return transit.

3. Reverse Pickup Attempts

Where 999Scala arranges a reverse pickup, a maximum of two pickup attempts may be provided.

If both attempts fail due to customer unavailability, incorrect pickup information, failure to hand over the shipment or another customer-side reason, 999Scala will not be required to arrange any further pickup attempts.

The customer will then be responsible for self-shipping the approved return to the address communicated by 999Scala, at their own cost, within 3 calendar days of being notified to do so.

4. Damaged, Leaking, Wrong or Missing Items

Customers should contact 999Scala if an order is received with:

  • Product damage during delivery
  • A leaking scent oil bottle
  • An incorrect product
  • An incorrect variant or quantity
  • A missing item from the order

For visible delivery-related issues, customers are requested to contact support@999scala.com preferably within 24 hours of delivery to allow timely verification with the delivery partner.

999Scala may require reasonable supporting evidence, including:

  • Order number
  • Photographs of the product
  • Photographs of the outer and inner packaging
  • Shipping label
  • Product label or serial number
  • Video of the issue
  • Any other information reasonably required to verify the claim

Customers should retain the product and all original packaging until the claim has been reviewed.

Failure to provide reasonably requested evidence may prevent 999Scala from verifying or approving the claim.

Where an issue is verified as attributable to 999Scala or the delivery process, 999Scala will bear the applicable return or reverse logistics cost.

The appropriate resolution will be determined and communicated after verification of the issue.

5. Defective Products

Claims relating to an alleged manufacturing or functional defect are assessed separately from voluntary 7-day returns.

999Scala may require photographs, videos, troubleshooting information, serial numbers, diagnostic information, inspection of the product or other reasonable information necessary to verify the reported issue.

The customer may be required to follow reasonable troubleshooting instructions before the product is collected or accepted for further evaluation.

The appropriate resolution will be determined after assessment and may depend on:

  • Nature of the reported defect
  • Inspection findings
  • Product condition
  • Product availability
  • Feasibility of repair or replacement
  • Applicable warranty coverage

No particular resolution is guaranteed before the product or issue has been evaluated.

999Scala diffuser devices are covered by a separate 12-month limited warranty, subject to the conditions and exclusions stated in the 999Scala Warranty Policy.

6. Scent Oil Returns

Scent oils qualify for the 7-day voluntary return policy only when:

  • The bottle is unopened
  • The product packaging is unopened
  • The seal remains intact
  • The product has not been used or tampered with

Once a scent oil bottle, product packaging or applicable seal has been opened, broken or tampered with, or the product has been used, it is not eligible for a voluntary return, refund or exchange due to:

  • Change of mind
  • Fragrance preference
  • Personal liking
  • Perceived fragrance strength
  • Individual scent sensitivity

Fragrance perception is subjective and may vary between individuals and environments.

Individual fragrance preference, perception or sensitivity, where the product itself is not defective, damaged, contaminated or incorrectly supplied, is not considered a product defect.

7. Non-Returnable Cases

A voluntary return, refund or exchange may be rejected where:

  • The return request is submitted after the applicable 7-day period
  • The product's retail packaging has been opened
  • A seal or tamper-evident packaging has been broken
  • The product has been used, tested, operated or installed
  • A scent oil has been opened or used
  • The product is incomplete
  • Accessories, components, manuals, inserts, complimentary items or bundled items are missing
  • The product or packaging has been damaged after delivery
  • The product has been altered or tampered with
  • Damage results from misuse or incorrect handling
  • Damage results from improper installation
  • Damage results from unauthorised repair or modification
  • Damage results from water exposure or physical impact
  • A diffuser has been used with unsuitable third-party oils, diluted oils, water-based liquids, thick or sticky liquids, or other liquids not approved for the device
  • Damage results from an incorrect adapter, incompatible electrical supply, power surge, voltage fluctuation, lightning or unstable power supply
  • The returned product cannot reasonably be verified as the product originally supplied by 999Scala

Claims involving genuine defects or other legally applicable remedies will be evaluated separately from voluntary returns.

8. Product Identification and Serial Numbers

Where a diffuser device carries a serial number, model identifier or other product identification, the returned product must correspond with the item supplied against the original order.

999Scala may verify serial numbers, labels, product identifiers and other records as part of the return or warranty inspection.

A product that does not correspond with the original order, has an altered or removed identification label, or cannot reasonably be verified as the originally supplied product may be rejected.

9. Bundles, Offers and Complimentary Items

Where a product was supplied as part of a bundle, promotional offer or with a complimentary item, 999Scala may require all applicable products, accessories and complimentary items to be returned together.

Where an applicable bundled or complimentary item is not returned, its value as reasonably attributable to the promotion and communicated by 999Scala may be adjusted against the refundable amount where applicable.

Any promotional discount applied to the original order will be taken into account when calculating the refundable amount.

10. Order Cancellation

Orders may be cancelled before dispatch.

This also applies to preorder products, unless different terms are expressly disclosed for a specific product before purchase.

Cancellation requests should be submitted to support@999scala.com as soon as possible.

A cancellation is subject to confirmation that the order has not already been dispatched.

Where an eligible cancellation is completed before dispatch, a full refund will be processed without cancellation or logistics deductions.

Once an order has been dispatched, it can no longer be cancelled.

Where eligible, the customer may instead follow the applicable return procedure after delivery.

Refusing an order after dispatch does not constitute a pre-dispatch cancellation and may result in the shipment being treated as Return to Origin.

11. Return to Origin and Refused Deliveries

An order may be treated as Return to Origin where delivery fails due to reasons attributable to the customer, including:

  • Incorrect or incomplete address
  • Customer unavailability
  • Repeated failed delivery attempts
  • Refusal to accept delivery
  • Failure to respond to delivery communication
  • Incorrect contact details
  • Other customer-side delivery issues

Any applicable refund will be processed only after the shipment has been physically returned to and received by 999Scala.

The applicable forward and reverse logistics charges incurred may be deducted from the refundable amount.

These deductions will not apply where the return or non-delivery is attributable to an error by 999Scala.

12. Return Inspection and Approval

Every returned product is subject to inspection after receipt by 999Scala.

999Scala may inspect:

  • Product condition
  • Packaging condition
  • Seals
  • Signs of use or installation
  • Missing accessories or components
  • Serial numbers and identifiers
  • Physical or liquid damage
  • Tampering or modification
  • Other factors relevant to return eligibility

The condition of the returned product as received by 999Scala will be used to determine whether it satisfies the applicable return conditions.

Acceptance of a return request, generation of a return label, arrangement of reverse pickup or physical collection of the product does not constitute final approval of a return or refund.

Final approval occurs only after the returned product has been received and inspected.

Where a return does not meet the applicable eligibility conditions, 999Scala may reject the return and communicate the available next steps to the customer.

13. Refund Amount

An approved refund will be calculated based on the actual amount paid by the customer for the eligible returned product, after taking into account:

  • Discounts
  • Promotional benefits
  • Bundle adjustments
  • Applicable reverse logistics charges
  • Applicable Return to Origin logistics charges
  • Other adjustments expressly permitted under this Policy

A refund will not be calculated based on the product's MRP where the customer purchased the product at a discounted price.

For an ordinary eligible 7-day return, the original forward logistics cost will not be deducted. Only the applicable reverse logistics charge, where any, will be borne by the customer.

14. Refund Processing

Refund processing begins only after:

  • An eligible cancellation has been confirmed before dispatch; or
  • A returned product has been received, inspected and approved by 999Scala

Approved refunds will ordinarily be processed to the original payment method used for the purchase.

After a refund has been processed by 999Scala, the amount may take approximately 5–7 working days to reflect in the customer's account depending on the bank, card issuer, payment provider or payment method.

999Scala is not responsible for processing delays attributable to a customer's bank, card issuer or payment service provider after the refund has been successfully initiated from our side.

Taxes forming part of an approved refundable transaction will be handled in accordance with the applicable transaction and law.

Customs duties, import duties, clearance charges, brokerage fees, foreign taxes or other amounts paid directly by the customer to a government authority, courier, customs broker or other third party are not refundable by 999Scala unless otherwise required by applicable law.

15. Replacement or Other Resolution

Where a delivery issue, product defect or other eligible claim is verified, 999Scala will communicate the appropriate resolution after evaluation.

Depending on the circumstances, the resolution may include repair, replacement, refund or another appropriate remedy.

Product availability and the nature of the verified issue may affect the available resolution.

Where an alternative or substitute product is proposed, it will be supplied only after communication with the customer.

16. Warranty Claims

Returns and warranty claims are separate processes.

999Scala diffuser devices carry a 12-month limited warranty, subject to the coverage, eligibility requirements, exclusions and claim procedures stated in the 999Scala Warranty Policy.

Warranty claims are subject to verification and assessment in accordance with that policy.

17. Applicable Law

Nothing in this Policy is intended to exclude or restrict any right or remedy that cannot lawfully be excluded under applicable law.

18. Contact

For return, cancellation, refund or product-related requests, contact:

999Scala
A brand operated by 999Tee (India) Private Limited
Email: support@999scala.com

Customers should include their order number and all relevant information required to assess the request.