Returns, Refunds, Cancellations and Exchanges
How to place a return request?
- Step 1 –
- Raise a return/ replacement request within 7 days from the date of delivery, if you’ve received wrong or expired product(s).
- Please raise a request email or whatsapp to us.
- You can also raise a request with us using the Chat option.
- In case of damaged/ missing product(s), raise a return/ replacement request within 2 days from the date of delivery.
- Step 2 – Give us 2 working days to review your return request.
- Step 3 – After reviewing your return request, we will send our courier partner to pick up the products delivered to you.
- Step 4 – In case our reverse pick up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges in the original payment source.
- Step 5 – After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon the stock availability.
Under what conditions can I return/ replace my product?
- Wrong product delivered
- Expired product delivered
- Damaged product delivered – Physical damage/ tampered product or packaging
- Incomplete order – missing products
Under what conditions return/ replacement requests will not be accepted?
- Opened/ used/ altered products.
- Original packaging (mono cartons, labels, etc.) missing.
- The return/ replacement request is generated after 7 days from the date of delivery.
- The damaged/ missing product is reported after 2 days from the date of delivery.
How are returns processed?
Once you request to return a product, a pickup is organised for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.
Can I cancel my order?
You can cancel your order. Kindly refuse the order once the delivery/courier partner contacts you to deliver the order
Please call us on +91 9999979839 (Mon - Fri - 9 am to 5 pm), and we will help you in cancelling the order.
**Fixderma India Pvt Ltd reserves the right to cancel any order without pre-confirming the customer at any time and may verify any order before shipping the same to the customer that may include having a verbal or written confirmation from the customer.
Note - Orders can be only cancelled till the status is “Ready to Ship”.
How will I receive the refund for my cancelled or returned product?
In case of prepaid orders, money will be returned to the bank account/ credit/debit card or where the payment was made from within 7 business working days. For Cash on Delivery orders, customers will be required to provide bank details where they would like to receive the refund.
How long does it take to receive a refund for a cancelled order or returned product?
We will process your refund for a prepaid order within 7 business days in case of cancellation of the order. In case of returns, we will refund the money after the product has been received by our warehouse and quality checked. Please note, this entire process takes 2 weeks after the return has been picked up.
As per the process update, we do not take requests for return until the product is not damaged, wrong, expired. So, this line will create confusion for the customers and update the support timing on the overall website from "Mon-Fri, 9 AM to 5 PM".