Cancellation, Refunds and Returns Policy

Cash on Delivery (COD) Orders – Partial Prepaid Policy

To ensure a smooth and genuine shopping experience for all our customers, all Cash on Delivery (COD) orders require a non-refundable partial prepayment at the time of placing the order. The remaining balance is payable to the delivery partner at the time of delivery.

Please note:

  • The partial prepayment is non-refundable under any circumstances, including order cancellation, return, refusal of delivery, or non-acceptance of the package.
  • This partial prepayment is a portion of the product price (not a separate fee or charge).
  • By placing a COD order, you acknowledge and agree to this non-refundable partial prepayment policy.
  • If you refuse to accept delivery of a COD order, the prepaid amount will not be refunded.
  • Repeated refusal of COD deliveries may result in COD being disabled for your account.

Cancellation Policy

Prepaid Orders:
Order cancellations are accepted only if the request is made before the order has been packed or dispatched. Once your order has been processed for shipping, we will be unable to accommodate a cancellation request.

To request a cancellation, please email customercare@theskinbeneath.com with your order number and reason for cancellation.

If your cancellation is approved and the order has not been dispatched, the full order amount will be refunded to your original mode of payment within 7–14 business days.

COD Orders:

  • If you cancel a COD order before dispatch, the prepaid amount refund will be processed to your bank account or original payment method within 7–14 business days.
  • If you cancel a COD order after dispatch or refuse delivery, the prepaid partial prepayment is non-refundable.
  • The partial prepayment is non-refundable regardless of when or why the cancellation is made.

Promotional / Sale Orders:
All orders placed during promotional events or sales are non-cancellable and non-refundable once confirmed.

Return Policy

We do not offer returns for change of mind, wrong shade selection, or buyer's remorse. Due to the nature of skincare products and hygiene concerns, we cannot accept returns of opened or used products.

Returns are only accepted for products that are:

  • Damaged during transit (physically broken, leaked, or crushed)
  • Manufacturing defect (sealed but visibly defective)
  • Wrong product shipped (different item than what was ordered)
  • Missing items from the order

Return window:
You must report the issue within 48 hours of receiving the order. Requests raised after this window will not be entertained.

How to initiate a return:
Email customercare@theskinbeneath.com with:

  • Your order number
  • An unboxing video clearly showing the package condition from the moment of opening
  • Photos of the damaged, defective, or incorrect product
  • Brief description of the issue

Important: Claims without an unboxing video may not be accepted. We recommend recording a video every time you open a package from us.

Return conditions:

  • Products must be returned unused, in their original packaging, including all safety seals and packaging materials.
  • If you do not return the product in proper packaging and condition, your return will be disqualified, and we will reship the same package back to you.
  • Return shipping for approved returns will be arranged by us at no extra cost to you.
  • Products returned without prior approval will not be accepted.

Exchange Policy

We currently do not offer exchanges. If you receive a damaged or incorrect product, you may initiate a return (see above), and once approved, place a new order.

Refund Policy

Refund timelines:

  • Once the returned product reaches our warehouse and passes a quality check, the refund will be initiated.
  • For prepaid orders: A full refund will be issued within 7–14 business days to your original payment method (UPI, card, net banking, etc.).
  • For COD orders: The refund will be calculated as the total order value minus the prepaid non-refundable prepayment. The remaining amount will be refunded to your bank account within 7–14 business days. You will be contacted for your bank details if required.
  • Refunds to credit/debit cards may take an additional 5–7 business days to reflect, depending on your bank.

Non-refundable items:

  • Products that have been opened, used, or are not in original condition
  • Free gifts or complimentary samples included with orders
  • The partial prepayment on COD orders
  • Shipping charges (if any were applicable)

Refund Summary

Scenario Prepaid Orders COD Orders
Cancellation before dispatch Full refund (7–14 business days) Partial prepaid amount non-refundable
Cancellation after dispatch Not eligible for cancellation Partial prepaid amount non-refundable; not eligible
Delivery refused Full refund minus shipping (if applicable) Partial prepaid amount non-refundable
Return (damaged/defective/wrong) Full refund after quality check Order value minus prepaid amount; balance refunded
Change of mind Not eligible Not eligible

Skincare Product Disclaimer

Skincare products may react differently based on individual skin types. Allergic reactions, sensitivity, or dissatisfaction with results are not valid grounds for a return or refund. We recommend performing a patch test before full application. Please review all ingredients listed on the product page before purchasing.

Order Modification

Once an order is placed, modifications (change of address, product, quantity) are only possible before the order has been packed. Please email customercare@theskinbeneath.com as soon as possible with your order number and the requested change.

Grievance Redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, if you have any complaints or concerns regarding your order or our policies, please contact our Grievance Officer:

Grievance 
Email: customercare@theskinbeneath.com
Response time: All complaints will be acknowledged within 48 hours and resolved within 30 days from the date of receipt.

Important Notes

  • The partial prepayment on Partial COD orders is applied toward the product price and is collected to confirm the genuineness of the order.
  • We reserve the right to cancel orders that appear fraudulent, have incorrect/incomplete delivery details, or are flagged by our verification system.
  • COD availability may be restricted for certain pin codes or order values.
  • We reserve the right to disable COD for customers with a history of repeated order refusals or cancellations.
  • All policies are subject to change. The latest version will always be available on our website.
  • For any queries, reach out to us at customercare@theskinbeneath.com.