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Returns and Exchange Policy

Returns and Exchange Policy

 

CANCELLATION POLICY

  1. Orders once dispatched are not eligible for cancellation.                                    
  2. If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.                                         
  3. In case of a return or cancellation, the refund shall be initiated post the return of product to us and verification of the product and packing.               
  4. You can cancel the order from the CANCEL button from the order details page under My account section. You just need to give reason for cancellation, and leave rest on us.

                                                           OR

Please call us on 9711977631 (Mon - Fri – 10:30 am to 6:30 pm), and we will help you in cancelling the order.

RETURN & EXCHANGE POLICY

  1. Skin Secrets products are non-returnable due to hygiene/health and personal care/wellness/consumable nature of the product.
     
  2. No claims will be entertained without the video of unpacking.                        
  3. Kindly make full video while unpacking the packaging for any kind of claim. Please note, the package is already labelled mentioning the same.    
  4. In case you would want a refund or replacement, please send us an email with the video and Images of the Product, Invoice, Inner & Outer Packaging and Batch Number to customercare@skinsecretsindia.com, within 24 hours of the order delivery. We would require 48-72 hours to revert.                                                                                                                 
  5. Please allow us 10 to 15 days from the day you return your package, for your request to be processed. We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.                
  6. You will be eligible for full refund or exchange without incurring any additional charges if it is the case of:
  • Package has accessories missing.
  • Damaged or broken bottles/pack.
  • Wrong product delivery.
  • Expired product delivery.
In case you received a wrong product, we request you to keep the product safe, saleable and undamaged in its original packaging. Retain the invoice and original manufacturer’s packaging for successful pick-up and return.
Returns will not be accepted if:
  •  The product is damaged.
  •  It is without invoice.
  •  It is with tampered batch number and price
  •  It is without its original packaging.
Please do not use the item you have raised a complaint about.
If a pilfered delivery was received, pilferage claims must be made within 24 hours of the order delivery.
Products once delivered, will not be applicable for a refund if it falls under any of the scenarios stated below:
  • Failure to provide adequate information about the case.
  • Failure to provide snapshots/video of the Invoice, packet and box (if any).
Damages due to neglect, improper usage or wrong application will not be covered under our Exchange/Returns Policy. Please note that orders for Festive Gift boxes are not applicable for exchange or refund. Exchange of products due to allergic reactions is not applicable. We always recommend a patch test before using the product.

REFUND & REPLACEMENT POLICY

We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.

Refunds will be through bank transfers. No cash refunds will be made. It would take our team at least 5 to 7 business days post refund initiation for online refund to be initiated.

In case of NEFT, it would require us at least 3 to 5 business days post refund initiation to refund your amount. For Prepaid orders the amount shall be credited to your account through which the payment was done. It may take 7-10 business days for the amount to reflect in your account.

NOTE TO CUSTOMERS

Fair Usage Policy

We go to extensive lengths for smooth user experience. However, at times we need to be stringent with our policies to serve our customers better. We have noticed that although a vast majority of our customers have genuine concerns, where we are always upfront to support; there are some accounts that abuse our liberal return and exchange policies. These accounts typically return items, choose not to accept our shipments or demand cash back for issues that we are not responsible for. Hence, our regular customers are deprived of the opportunity to purchase these products themselves. To protect the right of our customers, our customer care support team reserves the right to assess, judge and then take the necessary action at their discretion.

Impairment & Damages

We take the utmost care and accountability while sending our products to you. Your package is screened and goes through an extensive quality check so that we deliver the best to you. However, if you have received partial, void or damaged items through your order on our website directly, kindly contact the customer service team within 24 hours of the order delivery. Please keep a note of the following:

  •  Take proper video & snapshots of the products
  •  Keep the invoice copy with you

If, however, the order is placed through an online marketplace, please raise the issue to our customer service team. In such a case, Skin Secrets is not responsible for any damages caused.

Change of Packaging

Packaging, bottles and communications at Skin Secrets undergo constant innovation and changes without affecting the formulation and efficacy of the product. These changes are for seamless user experience and comply with government notifications. Presence and placements of symbols or stickers depicting the information regarding the product may vary conforming to government rules and regulations. There can be changes in the placement of sticker and symbol, but please be assured that the product is authentic and untampered.

Suspending Promotions   

Skin Secrets reserve the right to cancel any on-going or future promotions, offers, sales, gifts and giveaways on the products without any liabilities.

For any queries feel free to reach out to our customer care team at customercare@skinsecretsindia.com  who will be happy to clarify your concerns.