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

OR

Please call us on +91 9999979839 (Mon - Fri - 9:30 am to 5:30 pm), and we will help you in cancelling the order.

Please raise a request via email or whatsapp to us.

**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, 9:30 AM to 5:30 PM".

Unboxing video guidelines

Online shopping is convenient and timely product delivery plays an important role. Shipping is an important step of any e-commerce website, but this process is prone to technical issues and human error that can sometimes be difficult to correct quickly. To resolve any issue and claim damages, it is essential to have evidence for it, especially in the use of a third-party courier service. This is why we ask every customer to make an unboxing video every time they receive an order. It is one thing that a customer can do at the time he or she receives the product. We recommend you do this not only when you purchase something from us but any online shopping you do.


The unboxing video is mandatory, and we will not be able to resolve any complaints or answer queries without it. We use third-party courier services, and working as a business, they have their set of guidelines and processes to solve issues. We cannot be held responsible for damaged, missing products if you fail to provide the video. Video as evidence will help us resolve your issues better and quickly.

Guidelines

Inspect the package before receiving the product from the delivery boy. If it is tampered, we request you to take a picture, reject the delivery and email the package picture and your order details to support@fixderma.com. We will resolve your complaint at the earliest. To record the video,

  1. Hold the camera in a manner that your entire package is visible, and the place is well-lit.
  2. Show the shipping label on the camera (tracking number, address, and product details should be clearly visible)
  3. Show all sides of the pack in the video to display that the package is being opened for the first time.
  4. Once your break the seal, make sure all products are there in the box, and the products are not damaged.
  5. If all products are there and in good condition, you can stop the video, and we wish you a happy skincare.
  6. In case of damaged products or boxes, please show the closeup of the damaged part in the camera.
  7. If the wrong products are delivered, share the delivered product and shipment label in the video only.

Note: Video should be recorded without cuts, and everything should be in one frame only.