Refund Policy

Last updated: 22 July 2026

At Hope N Skin, every order is carefully checked and packed before dispatch. Due to the hygiene-sensitive and personal-use nature of skincare products, refunds are available only in the limited circumstances described in this policy.

This Refund Policy should be read together with our Return & Exchange Policy, Shipping Policy, Privacy Policy, and Terms & Conditions.

When Is a Refund Available?

You may request a refund, replacement, or other appropriate resolution if you receive:

• A damaged product
• A leaking product
• An incorrect product
• A missing product or item from your order
• A product that is materially different from what you ordered
• A verified manufacturing or product defect

All refund requests are subject to verification and approval by the Hope N Skin support team.

Refund Request Timeframe

You must report the issue within 7 days of delivery. Requests submitted after this period may not be accepted.

The delivery date recorded by the courier partner will generally be used to determine the applicable request period.

How to Request a Refund

Contact our support team within 7 days of delivery and provide:

• Your Hope N Skin order number
• Your registered mobile number or email address
• A clear description of the issue
• Clear photographs of the product received
• Photographs of the outer packaging and shipping label
• Photographs showing leakage, damage, defect, or incorrect items
• A clear unboxing video, wherever available

Please retain the product, original packaging, labels, invoice, outer shipping box, free gifts, and all other items received until your request has been reviewed.

Verification of Refund Requests

Submitting a refund request does not automatically guarantee approval. We may review:

• The photographs, videos, and information provided
• Product label, batch number, and packaging condition
• Our order, packing, dispatch, and delivery records
• Shipment weight and courier-partner information
• Whether the product has been altered, misused, or intentionally damaged

We may request additional information or require the affected product to be returned before approving a refund.

Resolution of an Approved Request

After reviewing an eligible request, Hope N Skin may provide one of the following:

• Replacement of the damaged or defective product
• Dispatch of the missing or correct product
• Exchange for the correct product
• Store credit for the eligible amount
• Full or partial refund of the eligible product amount

The appropriate resolution will depend on the nature of the issue, verification of the claim, product availability, and the circumstances of the order.

Return of the Product

Where required, the product must be returned in the condition in which it was received, together with its original packaging, labels, accessories, promotional items, and complimentary products.

Please do not send a product back without receiving return instructions or approval from the Hope N Skin support team. Unauthorised returns may not be accepted or reimbursed.

Return Shipping Charges

Responsibility for return shipping will depend on the verified reason:

• If the product was damaged, leaking, defective, missing, or incorrectly dispatched by Hope N Skin, we will arrange or reimburse eligible return shipping charges.
• If the issue was not caused by Hope N Skin, cannot be verified, or resulted from incorrect handling by the customer, return and reshipping charges may be payable by the customer.
• Shipping expenses incurred without prior approval will not automatically qualify for reimbursement.

Refund Amount

An approved refund will generally be limited to the amount paid for the eligible product or affected portion of the order.

Original shipping charges, Cash on Delivery charges, convenience fees, payment fees, gift-wrapping charges, and other service charges are non-refundable unless:

• The complete order was affected by an error caused by Hope N Skin; or
• A refund of those charges is required under applicable law.

Partial Refunds

A partial refund may be issued when only one product, quantity, or portion of an order is affected.

Products received correctly and without verified damage or defects will not form part of the eligible refund amount.

Refunds for Prepaid Orders

Approved refunds for prepaid orders will generally be initiated through the original payment method used to place the order.

Depending on the payment method, the refund may be processed through UPI, credit card, debit card, net banking, wallet, or the relevant payment provider.

Refunds for Cash on Delivery Orders

For an approved Cash on Delivery refund, the customer may be asked to provide:

• A valid UPI ID; or
• Bank account details required to process the refund.

Customers are responsible for providing complete and accurate refund details. Hope N Skin will not be responsible for delays or incorrect transfers caused by inaccurate information provided by the customer.

Refund Processing Time

Once a refund request has been approved and all required verification or product inspection has been completed, the refund will generally be initiated within 5–7 business days.

After initiation, the time required for the amount to appear in your account will depend on your bank, UPI service, card issuer, wallet, or payment provider. These external processing times are outside the direct control of Hope N Skin.

Business days do not include Sundays and public holidays.

Cancelled Orders

Orders can be cancelled only before they have been packed or dispatched. Contact our support team immediately if you wish to request cancellation.

An order is not considered cancelled until the cancellation has been confirmed by Hope N Skin.

Where a prepaid order is successfully cancelled before dispatch, the eligible amount will be refunded through the original payment method.

Once an order has been dispatched, cancellation may not be possible.

Refused and Undelivered Orders

If a prepaid order is refused at delivery or returned because of customer unavailability, an incorrect address, an unreachable mobile number, failure to cooperate with delivery, or another reason not caused by Hope N Skin, the refund may be processed only after the parcel has returned to us.

Applicable forward shipping, return-to-origin, Cash on Delivery, handling, or other logistics charges may be deducted from the eligible refund where the failed delivery was not caused by Hope N Skin.

No refund is applicable for an unpaid Cash on Delivery order because no product payment has been collected.

Failed or Pending Online Payments

If money is deducted but an order is not successfully created or confirmed, the payment may be reversed by the bank or payment provider.

If you do not receive an order confirmation or payment reversal, contact our support team with:

• Your name and registered mobile number
• Payment amount
• Payment date and approximate time
• UPI, bank, or transaction reference number
• A payment screenshot, where available

Failed-payment reversals are subject to the procedures and processing timelines of the relevant bank or payment provider.

Orders Purchased During Offers

For products purchased under combo offers, bundles, quantity discounts, promotional prices, or other offers, the eligible refund may be recalculated according to the applicable offer conditions.

Where only part of an offer order is refunded, products retained by the customer may be recalculated at their regular or applicable individual selling price.

Any difference resulting from this recalculation may be deducted from the eligible refund.

Free Gifts and Complimentary Products

Free gifts, promotional products, samples, and complimentary items do not have an independent cash-refund value.

Where a paid order qualifies for a full refund, all free gifts and complimentary items supplied with that order may also need to be returned.

If a free gift is not returned when requested, its displayed or reasonable value may be deducted from the eligible refund.

Non-Refundable Situations

Refunds will not ordinarily be provided solely for:

• Change of mind after placing or receiving the order
• Dislike of fragrance, texture, colour, consistency, or packaging
• The product not suiting the customer’s skin
• Individual allergy, sensitivity, or skin reaction
• Lack of expected or preferred skincare results
• An incorrect product or variant selected by the customer
• An opened or used product without a verified defect
• Improper product use, storage, handling, or application
• Normal differences in colour, fragrance, or consistency between manufacturing batches
• Minor packaging dents, scratches, or marks that do not affect product safety or usability
• Damage occurring after successful delivery
• Requests submitted more than 7 days after delivery
• Products purchased from an unauthorised third-party seller
• Claims containing incomplete, altered, misleading, or unverifiable evidence

Skincare results differ according to skin type, routine, usage, lifestyle, environment, and other individual factors. A difference in results will not, by itself, be treated as a product defect.

Product Reactions and Sensitivities

Customers should review the complete ingredient list and perform a patch test before using a new skincare product.

Stop using the product if you experience persistent burning, swelling, severe redness, itching, or unusual irritation. Seek advice from a qualified healthcare professional or dermatologist where necessary.

An individual sensitivity or allergic reaction does not automatically establish that a product is defective. However, this does not limit any applicable legal rights where a product is proven to be unsafe, defective, incorrectly labelled, or otherwise non-compliant.

Refund Abuse and Fraudulent Claims

Hope N Skin reserves the right to reject or investigate refund requests involving:

• Altered or misleading photographs and videos
• False information or fraudulent claims
• Intentional product or packaging damage
• Repeated policy misuse
• Claims that do not match our packing, dispatch, or courier records
• Products not originally supplied by Hope N Skin

We may restrict Cash on Delivery or future orders in cases involving repeated order refusals, fraudulent activity, or serious misuse of our policies.

Your Consumer Rights

Nothing in this Refund Policy is intended to exclude, limit, or waive any mandatory consumer right or remedy available under applicable Indian law.

Where any part of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

Contact Us

For refund, replacement, payment, or order-related assistance, contact the Hope N Skin support team:

Please include your order number in all refund-related communication so that we can assist you faster.

Hope N Skin reserves the right to update this Refund Policy when required. The policy applicable on the date of purchase will govern the order, subject to applicable law.