Refund, Return & Cancellation Policy

1. Return Eligibility

Because skincare and cosmetic products are personal-care and hygiene products, we accept returns only in specific situations.

A return or replacement request may be considered if:

• The product was received damaged.
• The product is defective.
• The wrong product was delivered.

Conditions for Eligibility

• The request must be raised within 48 hours of delivery.
• The product must be unused, unopened, and in its original packaging.
• The customer must provide clear photographs and/or an unboxing video showing the condition of the package and product.
• The order number and registered contact details must be provided with the request.

2. Non-Returnable Products

We do not accept returns or exchanges in the following cases:

• Products that have been opened or used.
• Products without their original packaging.
• Products damaged due to misuse, negligence, or improper storage.
• Products damaged after delivery due to mishandling.
• Minor variations in colour, fragrance, or texture.
• Change of mind after opening or using the product.
• Discomfort or dissatisfaction caused by use contrary to product instructions.

3. Replacement Policy

Once a return or replacement request is received, our team may review the photographs, unboxing video, product condition, packaging, and order details.

If the request is approved:

• A replacement will generally be offered first, subject to product availability.
• If the same product is unavailable, we may offer a refund or another appropriate resolution.

Replacement approval is subject to verification and the eligibility conditions described in this policy.

4. Refund Policy

Refunds are processed only after the request has been reviewed, the product has been inspected where applicable, and the refund has been approved.

Refund Processing Time

Once approved, the refund will generally be initiated within 5–7 business days.

Refund Method

• For prepaid orders, the refund will generally be issued to the original payment method.
• For Cash on Delivery orders, the customer may be asked to provide accurate bank-account details for processing the refund.

Shipping and COD Charges

Shipping charges and Cash on Delivery charges are generally non-refundable, unless the issue occurred due to an error on our part, such as delivery of the wrong product or a damaged product attributable to our handling.

The time taken for the amount to appear in the customer’s account may depend on the payment provider or bank.

5. Order Cancellation

• Orders may be cancelled only before they are dispatched.
• Once an order has been dispatched, cancellation may not be possible.
• Cancellation requests should be submitted as soon as possible with the order number and registered contact details.

If an order has already been shipped, the customer may contact our support team for guidance. Any resolution will be subject to the status of the shipment and the terms of this policy.

6. Return Shipping

If a return is approved, Clamentine Cosmocare may arrange a pickup or may request the customer to ship the product back, depending on the circumstances.

• If the issue occurred due to an error on our part, return shipping may be arranged or reimbursed as applicable.
• In exceptional approved cases, the customer may be required to bear the return-shipping cost.
• Customers should not send products back without receiving return instructions from our support team.

7. How to Raise a Request

To request a return, replacement, refund, or cancellation, please email our customer-support team with the following information:

1. Order number.
2. Customer name.
3. Registered email address or phone number.
4. Reason for the request.
5. Clear photographs of the parcel and product.
6. Unboxing video, wherever available or applicable.

Our team may request additional information to verify the issue before approving or declining the request.

8. Legal Information

• This policy is governed by the laws applicable in India and the State of Maharashtra.
• Any dispute will be subject to the jurisdiction of the competent courts in Thane, Maharashtra, subject to applicable law.
• By placing an order on our website, the customer acknowledges that they have read and understood this policy.
• We reserve the right to decline a request where the stated eligibility conditions are not met or where the request is inconsistent with this policy or applicable law.

Nothing in this policy is intended to limit any rights or remedies available to customers under applicable consumer protection laws.

9. Contact Us

For return, replacement, refund, or cancellation-related assistance, please contact our customer-support team.