Returns & Refunds

How can I cancel my order?

You can cancel from the My Orders page on the website, any time before the order is delivered. Where cancellation is available, a Cancel button appears against that order.

For a prepaid order

If the order is still Confirmed, the refund can go to your original payment method (5–7 days after the refund is initiated). You choose.

For any status before delivery, the refund goes back to your original payment method.

If the order has already Shipped or is In transit, we notify our logistics partner to return it. Returns are usually initiated within 24 hours of cancellation, and the refund is processed once the return has been initiated. We cannot refund an order once it has been delivered.

How will I know the status of my cancellation or refund?

You'll get a WhatsApp or SMS message when the cancellation goes through.

You'll get another when our payment partner shares the refund reference ID. Refunds typically reach your original payment method 5–7 days after that.

Can I return my order?

Skincare is non-returnable, so we are unable to accept returns.

In the following cases we will gladly send a replacement, if you raise the request within 7 days of delivery:

Wrong product delivered

Product missing from the order

Product delivered damaged

Product delivered expired

Raise a replacement request by messaging us through our Contact Us page. Our team may ask for a few details before processing it. Once a replacement is processed, a new Order ID is created and will show on your order history page.

Other things worth knowing

Occasionally a payment network fails to generate a refund reference ID. If that happens, message us through our Contact Us page — we'll investigate and, if valid, send you a link within 24 hours to claim the refund.

Any questions about this policy? Reach us through our Contact Us page, or email customercare@zenovacare.in.