Return & Exchange Policy

At Hope N Skin, we carefully inspect and pack every order before dispatch. Due to the hygiene-sensitive and personal-use nature of skincare products, we do not accept returns or exchanges for change of mind, personal preference, skin compatibility, fragrance preference, or an incorrect product selection made by the customer.

When Is a Return or Exchange Accepted?

Returns or exchanges are accepted only if you receive:

  • A damaged or leaking product
  • An incorrect product
  • A product with missing contents
  • A product different from what you ordered

Request Timeframe

You must contact us within 7 days of delivery. Requests submitted after 7 days may not be accepted.

How to Request a Return or Exchange

Please contact our support team and provide the following information:

  • Your order number
  • Your registered mobile number or email address
  • Clear photographs of the product received
  • Photographs of the outer packaging and shipping label
  • A clear unboxing video, wherever available
  • A short description of the issue

Please keep the product, original packaging, invoice, shipping box, labels, and complimentary items safely until your request has been reviewed.

Eligibility Conditions

To qualify for a return, replacement, or exchange:

  • The issue must be reported within 7 days of delivery.
  • The product must not have been intentionally damaged, altered, excessively used, or tampered with.
  • The batch number, product label, and packaging must be clearly visible.
  • The information provided must match our order and dispatch records.
  • Promotional gifts or complimentary products must also be returned when requested.

Submitting a request does not automatically guarantee approval. Every request will be reviewed by the Hope N Skin support team.

Return Shipping Charges

Return shipping responsibility will depend on the reason for the return:

  • If the product is confirmed to be damaged, leaking, missing, or incorrectly dispatched by Hope N Skin, we will cover the return and replacement shipping charges.
  • If the issue was not caused by Hope N Skin or the claim cannot be verified, the customer may be required to pay the return and reshipping charges.
  • Products returned without prior approval may not be accepted or reimbursed.

Replacement or Refund

After reviewing and verifying the request, Hope N Skin may offer:

  • Replacement of the affected product
  • Exchange for the correct product
  • Store credit
  • Refund of the eligible product amount

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

Refund Processing

Once the approved returned product is received and inspected, the refund will be initiated through the original payment method.

For Cash on Delivery orders, customers may be asked to provide valid UPI or bank account details to process the refund.

After the refund is initiated, banks and payment providers may take additional working days to reflect the amount.

Original shipping charges, Cash on Delivery charges, convenience fees, and other service charges are non-refundable unless the issue was caused by Hope N Skin.

Non-Returnable Situations

Returns, exchanges, or refunds will not be accepted for:

  • Change of mind after receiving the order
  • A product not suiting the customer’s skin
  • Allergic reactions or individual skin sensitivity
  • Dislike of fragrance, colour, texture, packaging, or results
  • An incorrect product or variant ordered by the customer
  • An opened or used product without a verified defect
  • Minor dents, scratches, or packaging marks that do not affect product safety or usability
  • Damage caused after delivery due to improper handling or storage
  • Requests submitted more than 7 days after delivery
  • Products purchased through an unauthorised seller
  • Free gifts, samples, or complimentary products, unless received damaged or incorrect

Skincare results may vary depending on skin type, routine, lifestyle, product usage, and other individual factors. Lack of expected results will not be considered a product defect.

Orders Purchased During Offers

For combo offers, bundles, or orders containing complimentary products, the complete offer may need to be returned if a refund is approved.

If only part of an offer order qualifies for a refund, the eligible refund may be recalculated according to the regular price of the products retained by the customer. Free gifts are not eligible for cash refunds.

Order Cancellation

Orders can be cancelled only before they have been packed or dispatched. Once an order has been dispatched, it cannot be cancelled.

If a dispatched order is refused at delivery, applicable shipping, Cash on Delivery, return-to-origin, or handling charges may be deducted from any eligible refund.

Damaged or Tampered Packages

If the outer package appears visibly damaged, opened, or tampered with, please refuse the delivery whenever possible.

If you accept such a package, please record a clear unboxing video before opening it and contact us within 7 days of delivery.

Policy Misuse

Hope N Skin reserves the right to reject requests involving incomplete information, altered evidence, fraudulent activity, repeated misuse, or claims that do not match our order, dispatch, and delivery records.

Contact Us

For return or exchange assistance, contact the Hope N Skin support team:

Email: support@hopenskin.com
WhatsApp: +91 76006 78352

Please include your order number in all communications so we can assist you faster.

Hope N Skin reserves the right to update this Return & Exchange Policy when required. The policy applicable on the date of purchase will govern the order.