Return & Refund Policy

YOU Skincare (YOU Beauty & Wellness Pvt. Ltd.)

At YOU Skincare, we follow transparent, fair, and lawful business practices in accordance with the Consumer Protection Act, 2019 and applicable e-commerce guidelines. This policy governs all purchases made through our website and related sales channels.

Due to the nature of cosmetic and personal care products, returns are accepted only in cases of damage, defect, expiry, or incorrect delivery, subject to verification.

1. Scope & Legal Framework

This policy is framed in compliance with:

The Consumer Protection Act, 2019
Consumer Protection (E-Commerce) Rules, 2020
RBI-regulated payment gateway norms
Shopify Payments & Razorpay dispute resolution guidelines

By placing an order on our website, you agree to the terms outlined below.

2. Eligible Reasons for Return, Replacement or Refund

Returns, replacements, or refunds are offered only in the following circumstances:

Incorrect product delivered
Product received in damaged condition
Expired product delivered
Empty, tampered, or missing-item package

No other grounds — including dissatisfaction, allergic reaction, texture, fragrance, suitability, or perceived effectiveness — qualify as a defect under law and are not eligible for return or refund.

3. Mandatory Intimation Period (Statutory Alignment)

In accordance with reasonable consumer grievance timelines, all issues must be reported:

Within 7 (seven) calendar days from the date of delivery
Via email to support@youskincare.in
With documentary evidence (photos/videos)

Requests beyond this period are deemed time-barred and may be lawfully declined.

4. Evidence Requirement (Payment Gateway Compliance)

To meet Shopify Payments & Razorpay dispute verification standards, customers must provide:

Clear images of the outer box and inner packaging
Product condition and batch/expiry details
Invoice / order ID
Unboxing video for empty, missing, or tampered claims

Claims without verifiable evidence may be rejected and cannot be supported during payment disputes or chargebacks.
YOU Skincare reserves the right to decline claims where evidence is insufficient, unclear, or unverifiable.

5. Review, Verification & Reverse Pickup

All requests are reviewed within 48 hours
Approved cases will have a reverse pickup arranged
Products must be returned unused, unaltered, and in original packaging
Return address details will be shared only after return approval

YOU Skincare reserves the right to reject refunds if the returned item fails internal verification.

6. Refund Processing (Gateway-Aligned)

Refunds are initiated within 24 hours of successful inspection
Refunds are processed to the original payment method only
Processing time by banks/payment partners: 5–7 working days
Cash refunds are not permitted under any circumstances
Refunds cannot be issued to alternate accounts or wallets, as per RBI and payment gateway regulations

7. Replacement Policy

Replacements are subject to stock availability
Replacement shipment timelines may vary by location
No replacement will be shipped without verification of the original issue

8. Order Cancellation

Orders cannot be cancelled once shipped
Cancellation requests are accepted only before dispatch
Requests must be emailed immediately to support@youskincare.in

9. Cash on Delivery (COD) Refusal

COD orders refused without valid reason will be marked as RTO
Shipping and handling charges are non-refundable
Repeated COD refusals may result in account-level COD restrictions

This is consistent with logistics and payment gateway abuse-prevention policies.

10. RTO (Return to Origin) Handling

Orders returned due to:

Refusal at delivery
Incorrect address
Customer unavailability
Delivery attempt failure

will be processed as RTO.

In such cases:

Forward and RTO shipping costs are deducted
Refund (if applicable) is issued after logistics cost adjustment
Re-dispatch requires fresh shipping payment

11. Partial Kit / Combo Refunds

Kits, bundles, or promotional combos must be returned in full
Partial refunds for individual items in a kit are not permitted
Missing or used items render the entire kit non-returnable

12. Customs & International Orders (If Applicable)

For international shipments:

Customs duties, import taxes, and clearance charges are the customer’s responsibility
Orders refused or returned due to customs issues are not eligible for full refunds
Shipping, customs, and handling charges will be deducted from any approved refund
YOU Skincare is not liable for delays, seizures, or regulatory actions by customs authorities

13. Non-Returnable Items

The following are non-returnable unless defective or incorrect:

Used or partially used products
Products damaged due to misuse or negligence
Sale / promotional / clearance purchases
Complimentary or gifted items

14. Chargeback & Dispute Disclaimer (Critical)

In case of a payment dispute or chargeback raised through a bank or payment gateway:

YOU Skincare will submit all available evidence (policy, delivery proof, images, videos)
Disputes raised outside policy terms may be lawfully contested
Abuse of refund or dispute mechanisms may result in account restrictions

This clause is aligned with Shopify Payments & Razorpay Seller Protection Policies.

15. Limitation of Liability (Consumer Law Aligned)

YOU Skincare’s liability, if any, shall be limited to the value of the product purchased, excluding indirect, incidental, or consequential damages, to the maximum extent permitted under applicable law.

16. Governing Law & Jurisdiction

This policy shall be governed by the laws of India.
All disputes shall be subject to the exclusive jurisdiction of courts in Chandigarh, India.

17. Contact Information

📧 support@youskincare.in
🕘 Monday–Saturday | 10:00 AM – 6:00 PM (IST)

YOU Skincare