Cancellation Policy
Cancellation before shipment
If the order or the item(s) that you want to cancel has not been shipped yet, get in touch with our customer support team through call/WhatsApp on +91-08447764613 (Monday to Saturday 10 AM to 6 PM), or drop an email at support@kosmetista.in.
Feel free to DM us on Instagram at @kosmetistainc
As you are a Loyal Customer, we want to keep a transparent relationship with you.
Now, when we receive your payment after your order is confirmed, we have to pay a certain Fees/Charges to our Payment Gateway Partners, One97 Communications Ltd widely known as Paytm, which vary from 1.50% to 2.50% depending upon the source of payment you opt for.
Please note that the if you cancel your Cash On Delivery (COD) Order before shipping and you have paid the COD charges Rs. 200/- as advance, these shall be 100% Non-refundable in any case.
If You want to cancel an unshipped order, you will be refunded after deducting the below charges as per your respected mode of payment.
Now for instance, if you want to cancel your unshipped order valued Rs. 5.000/- paid through UPI, We will Deduct Rs.200/- from the order value an will refund you the balance Rs.4800/- to your source of payment.
For your convenience, you can Modify your order by adding the products or increasing the quantity of already added products, we shall assist you to proceed with final payment WITHOUT ANY CHARGES OR DEDUCTIONS.
Orders can be canceled only before order status changes to shipped or 48 hours from order placement – whichever is earlier. The cancel button is disabled from the website after the order is shipped.
In such cases, the order will be canceled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.
Cancellation after order is dispatched
Sorry, babe! We cannot cancel the order after it is dispatched as the order has already been handed over to our courier partner.
If a customer denies a COD order during the attempt of delivery, all their future COD orders will be canceled without further notice. Thereafter, they will only be able to place prepaid orders on our website.
For prepaid orders, if the customer did not accept the order and sent it back to our warehouse we will verify its packaging/condition, we will refund your money within 24-48 business hours after deducting the Above Payment charges, damage charges, shipping charges, return expenses, etc.
Return/ Exchange and Refund policy
All sales are final on our site. We want you to be 100% satisfied with your Kosmetistic purchase. But, due to hygiene reasons, we are unable to accept returns.
If by mistake we have sent you a wrong/different product(s) or quantities and also there is any in-transit damage in the product, we exchange the product. All you need to do is give us a call on +91-08447764613 within 24 hours of delivery. You can also drop us a mail at support@kosmetista.in., and we’ll make things right.
Return/Refund and Exchange Process
We at Kosmetista offers our customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 24 hrs of its delivery ONLY If we have sent you a different order or the quantities, or there is any damage with the product, we might exchange the product.
YOU WILL ONLY GET REFUND/EXCHANGE OF ANY PRODUCT(s) IF YOU SHARE THE UNBOXING VIDEO OF YOUR SIPMENT SHOWING THE ORDER NO. & AWB NO. ON THE BOX CLEARLY.
We also accept partial returns wherein you can raise a return request for one or all products in your order.
To return or exchange an item please follow the steps below:
- Contact our Customer Support team via email (support@kosmetista.in) or call/Whatsapp (+91-08447764613) within 24 hours of receiving the order.
- Provide us with your order ID details and your request to return/replace/refund your order. Kindly email/WhatsApp us your Shipment Unboxing Video with and images of the damaged product & the order number for our reference.
- Place your item in its original packaging box if available else put in a box, please mention your Name, Order Number, and Mobile Number, on the top of the box, and insert the original invoice if available. Keep the product and the package ready for pickup by Kosmetista
- We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels, and barcodes intact & in the state, they were delivered. If any of the above tampered with, you are eligible for only a partial refund against the item.
- In case you choose an item of higher value, you can pay the differential amount by way of Net Banking, Credit card / Debit card, etc
NOTE: Any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
We DO NOT provide exchange/ return/ refund in the following cases:
- When the customer is skeptical if the products are authentic or not. We have only authentic products on our site and hence you do not have to worry about it.
- When the customer has changed their mind about a certain product post dispatch. This means we have to bear the return charges and damages. If it is a COD order the customer will not be eligible for further COD orders on our site. If it is a prepaid order there will be cancellation charges and only then will a refund be initiated.
- If a product has a certain smell. We want to establish that we do not sell products that are too old and there is no reason for us to do such things as everything sells pretty fast in our store. Also, a lot of brands have different formulations and certain products can have a paint/ whitener scent. We are in no way handling the formulation of this and so we can’t bear returns on any such items.
REFUND PROCESS
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
For PREPAID ORDERS, the refund will be processed to the same account from which the payment was made/same mode of payment within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
For CASH ON DELIVERY ORDERS, we will initiate a bank transfer/google pay against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email/whatsapp.
Please note that the COD charges Rs. 200/- are courier partner’s charges and are hence Non-refundable in any case.
In addition, we also provide the hassle-free option of refund through Kosmetista’s coupons, which can be used during future purchases.