Return and Refund
At Clinderma India, we are committed to providing high-quality skincare products and ensuring a positive experience for all our customers. Our returns, refunds, and cancellation policy aims to be transparent and customer-friendly. Please read this policy in conjunction with our Terms of Service.
Refund Policy:
We offer a full refund to customers who request it within 7 days of delivery under the specific conditions mentioned below. Refund requests must be submitted in the appropriate format, as explained in this policy.
You are eligible for a full refund under the following circumstances:
You received the wrong product.
The product(s) in the order are missing.
The product(s) were lost or damaged during transit.
The product(s) received are past their expiry date.
In rare cases, if the product causes an allergic reaction or does not suit your skin.
Please note that for all of the above cases, we require clear images that highlight the issue or defect with the product.
If the refund request pertains to missing product(s) in the delivered order, we will cross-check our packing videos to ensure that all items were packed. In such cases, we request that you provide images of the entire kit/order received.
In the event of non-defective returns, sealed and unused products may be eligible for return if you notify us within 7 days of delivery. Once the return request is approved, we will arrange a pickup for the product(s).
How to Request a Refund:
To initiate a refund, please contact our customer care team using one of the following channels (available from 10 AM - 7 PM, Monday to Saturday):
Email: help@theclinderma.com
WhatsApp: +91 93030 32593
Raise a Ticket: Through the Clinderma India app
Include your order ID, the reason for the refund, and images of the product(s) that highlight the issue. If the order includes a free gift or a promotional offer, you will need to return the free item along with the main product, and any promotional discount applied will be deducted from the refund.
Return Process:
Once your refund/return request is received, we will arrange for a pickup through our logistics partner, usually within 2 working days. This timeline may vary due to logistics availability, location, or public holidays.
The refund process will begin after a Quality Check during the pickup to ensure that the product is sealed, unused, and in its original packaging. Refunds are processed once the product passes this quality inspection.
After the successful pickup and Quality Check, refunds will be initiated to your original payment method. For Cash on Delivery (COD) orders, you will receive a refund link where you can select your preferred refund method and enter the necessary details.
Cancellation Policy:
You can cancel your order within 24 hours of placing it. Cancellations after this period may not be guaranteed.
To cancel an order, please contact us via one of the following methods:
Email: help@theclinderma.com
WhatsApp: +91 9307681282
Raise a Ticket: Through the Clinderma India app
In case our courier partner attempts delivery after a cancellation request, please decline the delivery. If the order is accepted, we will arrange a reverse pickup provided that the product(s) remain sealed and unused.
Refund Processing Time:
Refund timelines depend on the original payment method:
Credit/Debit Card or Net Banking: Refunds typically take 5 to 7 working days to reflect in your account.
Cash on Delivery (COD): COD refunds may require additional details such as a voided cheque or bank information and can take up to 3 weeks to process.
We strive to process refunds as swiftly as possible, but delays may occur due to bank policies or other factors beyond our control.
For any queries or further clarification, please contact our customer support team through the channels listed above. Your satisfaction is our priority, and we are here to assist you with any concerns regarding your order.