Exchanges
1. Eligibility for Exchange or Replacement
We offer exchanges or replacements only under the following circumstances:
- Product received is damaged during transit.
- Wrong product has been delivered.
- Product has manufacturing defects.
- Product is expired
2. Non-Exchangeable Products
For hygiene and safety reasons, the following products cannot be exchanged or returned:
- Opened or used skincare products.
- Products with broken seals or tampered packaging.
- Products damaged due to misuse or improper storage by the customer.
- Products purchased during clearance or special sale unless damaged or defective.
- Gift cards or promotional items.
3. Exchange Request Timeline
- Customers must notify us within 48 hours of receiving the order.
- Exchange requests received after this period may not be accepted.
4. How to Request an Exchange
To request an exchange, please send email to neolushonline@gmail.com with the following:
- Order Number
- Invoice copy
- Product photographs
- Images of the shipping package (if damaged)
- Short description of the issue
Email: neolushonline@gmail.com
WhatsApp: +91-XXXXXXXXXX
6. Reverse Pickup
Where available, we will arrange a reverse pickup. If reverse pickup is unavailable in your location, you may be requested to ship the product to our warehouse. Reasonable courier charges will be reimbursed upon approval.
The product must be returned in:
- Original packaging
- Original invoice
- All accessories (if any)
- Unused condition (except in case of manufacturing defects)
7. Replacement Process
After receiving and inspecting the returned product:
- A replacement will be dispatched within 3–7 business days, subject to stock availability.
- If the product is unavailable, customers may choose:
- Store Credit
- Another product of equal value
- Refund (where applicable)
7. User Accounts
Users are responsible for maintaining the security and confidentiality of their accounts. Sharing login credentials with others is strictly prohibited. You agree to notify us immediately if you suspect any unauthorized access to your account.
8. Products Damaged During Transit
If the outer package appears damaged:
- Please photograph the package before opening.
- Record an unboxing video whenever possible.
- Notify us within 24–48 hours.
- These help us process claims quickly.
9. Allergic Reactions
Individual skin types vary. As skincare products may react differently on different skin types, exchanges or refunds cannot be provided for:
- Allergic reactions
- Skin irritation
- Unsatisfactory cosmetic results
Customers are advised to perform a patch test before first use and consult a dermatologist when necessary.
10. Cancellation After Shipment
Orders cannot be cancelled once they have been shipped.
Return Policy:
1. Return Eligibility
You may request a return if:
- You received the wrong product.
- The product is damaged during transit.
- The product has a manufacturing defect.
- The product has expired
- The product is incomplete or items are missing from your order.
2. Products Not Eligible for Return
For hygiene, safety, and quality reasons, we do not accept returns for:
- Opened or used skincare products.
- Products with tampered or broken seals.
- Products damaged due to misuse, mishandling, or improper storage after delivery.
- Products purchased under clearance, promotional, or special discount sales (unless received damaged or incorrect).
- Gift cards or complimentary products.
- Products returned without original packaging or invoice.
3. Return Request Timeline
Return requests must be initiated within 48 hours of receiving the order.
Requests submitted after this period may not be accepted.
4. How to Initiate a Return
To request a return, please send email to neolushonline@gmail.com and provide the following:
- Order Number
- Invoice copy
- Photographs of the product
- Photographs of the shipping package (if damaged)
- A brief description of the issue
- An unboxing video (recommended for damaged or incorrect products)
Customer Support
Email: neolushonline@gmail.com
Phone/WhatsApp: +91 9595373839
5. Verification Process
Our Quality Assurance Team will review your request within 2–3 business days.
We may ask for additional photographs or videos before approving the return.
Approval is at the sole discretion of NeoLush Clinics after verification.
6. Reverse Pickup
Where available, we will arrange a reverse pickup. If reverse pickup service is unavailable at your location, you may be requested to courier the product to our warehouse.
Approved courier charges will be reimbursed.
Returned products must be in:
- Original packaging
- Original condition
- Along with invoice
- Including all accessories, inserts, and free gifts (if applicable)
7. Refund Policy
Once the returned product is received and passes quality inspection:
Refunds will be processed within 7–10 business days.
Refunds will be made through the original payment method wherever possible.
For Cash on Delivery (COD) orders, refunds will be transferred to the customer’s registered bank account or UPI ID.
Shipping charges are non-refundable unless the return is due to:
- Wrong product delivered
- Damaged product
- Manufacturing defect
8. Return Rejection
Returns may be rejected if:
- Product has been used.
- Product seal has been broken.
- Product is returned without original packaging.
- Product is intentionally damaged.
- Return request is made after the permitted period.
- Product is found different from the one originally shipped.
9. Skin Compatibility & Allergic Reactions
Every individual’s skin type is different. As skincare products may produce different results depending on skin condition and sensitivity, returns or refunds cannot be accepted for:
- Allergic reactions
- Skin irritation
- Personal dissatisfaction with cosmetic results
- Change of mind after purchase
Customers are advised to perform a patch test before first use and consult a dermatologist if necessary.
10. Prescription & Medical Products
Products prescribed by dermatologists or supplied against a prescription are not eligible for return unless:
- Incorrect product delivered
- Damaged in transit
- Manufacturing defect
- Expired product supplied
11. Cancellation Policy
Orders can be cancelled only before dispatch.
Once shipped, cancellations are not permitted.
