Returns & Exchange Policy

1. Our Commitment to Client Satisfaction

At Obsidian Co., under Crestline Ventures governance, our highest priority is providing a seamless, trusted luxury shopping experience. Because our catalog consists of authentic personal grooming formulations, niche fragrances, and dermatological skincare, our return standards balance client convenience with strict product hygiene and safety regulations.

2. Open-Box Inspection Upon Delivery

We encourage all clients to inspect the parcel exterior and security seal while the courier agent is present. If you notice any external damage, liquid leakage, or incorrect order details, you may decline the delivery on the spot with zero financial liability.

3. Eligible Return & Exchange Scenarios

You are entitled to an immediate replacement or full refund under the following circumstances:

• Transit Damage: The product arrived with physical glass breakage, broken pump atomizers, or leaking bottles.
• Incorrect Fulfillment: You received a different fragrance, shade, or product variant than what was specified on your order invoice.
• Verified Manufacturer Defect: The atomizer spray mechanism does not function properly upon first use.

4. Hygiene & Olfactory Integrity Guidelines

Due to health and hygiene standards, items that have been opened, sampled, or used cannot be returned for change of mind. Fragrances, face cleansers, serums, and body care items must remain in their original factory cellophane packaging with batch code stickers intact to qualify for elective exchanges.

5. Easy 3-Step Return Process

1. Notify Concierge: Message our WhatsApp concierge at +880 1898-878805 with your Order ID and photos or video of the issue.
2. Courier Pickup: Our logistics partner will collect the product from your doorstep or provide a prepaid drop-off label.
3. Resolution: Upon receiving the item at our Dhaka facility, your replacement is dispatched within 24 hours, or your full refund is processed within 48 to 72 hours via bKash, Nagad, or Bank Transfer.