Returns, refunds and cancellations

No. We never resell a vial that has left our hands, so every vial you receive is untouched, and we can't take back a vial you no longer want. A damaged, wrong, missing or late item is different: see below.

Tell us within 48 hours of delivery, by WhatsApp or email, with your order number and your unboxing video. We check it and reply within 48 hours. If we approve it, we send the right vials again at no cost, or refund you if you prefer.

One continuous video, with no cuts or edits, that starts before the parcel is opened: the shipping label with its tracking number, the sealed parcel from every side, our Indigo seal intact, then each vial as it comes out. We can't accept a claim for a damaged, wrong or missing item without it. Photos alone, or a video that starts after the parcel was opened, are not enough.

We photograph, weigh and film every parcel as we seal it, and Delhivery records the weight it collects. We compare your video with our record and the courier's, and we decline a claim the evidence doesn't support.

Tell us within 48 hours. A prepaid parcel is handed over only for the delivery code Delhivery sends you, so we first check the courier's proof of delivery and open a case with them. If Delhivery confirms it didn't reach you, we send your order again, or refund you.

Tell us as soon as tracking stops moving. We open a case with Delhivery the same day. Once they confirm the parcel is lost, we send your order again, or refund you if you prefer.

Your order email shows the dates your parcel should arrive between. If it arrives after the last of them, for a reason within our or the courier's control, you can refuse it at the door for a full refund. Delays caused by events nobody controls, such as floods, strikes or lockdowns, don't count.

Yes, any time before it leaves us, for a full refund, including the cash-on-delivery fee: message us with your order number. Once the parcel is with the courier, it can't be cancelled.

Yes, before it leaves us, if an item turns out to be unavailable, a price on the site was clearly wrong, or the order looks fraudulent. If we cancel an order you have paid for, for any reason, you get back everything you paid plus ₹199, the same amount we keep when a buyer refuses a parcel.

Delhivery charges us for the trip out and back, so we keep ₹199: the cash-on-delivery fee isn't refunded, and a prepaid order is refunded minus ₹199. This applies when a parcel is refused, or comes back because the address or phone number was wrong or you couldn't be reached after Delhivery's attempts. A late parcel you refuse is refunded in full.

Within 2 working days of approving it, back to the same UPI account you paid from, never to anyone else's. Cash paid on delivery is refunded by UPI to an account in the name on the order. Your bank may take a few more days to show it.

Yes. We may refuse cash on delivery, or any order, from anyone who has refused a parcel without good reason, made a claim the evidence didn't support, or misused a payment dispute.

Please talk to us first: we answer on WhatsApp 24x7 and sort most problems the same day. If a payment for a delivered order is disputed, we send your bank Delhivery's proof of delivery and our records.

WhatsApp or email us with your order number: it is your complaint's reference number. We acknowledge every complaint within 48 hours and resolve it within one month. If you're not happy with the answer, write to our grievance officer, whose details are on the contact page.