Refund policy

Return, Exchange & Refund Policy – OxyGlow Cosmetics

At OxyGlow Cosmetics, we are committed to delivering genuine, high-quality skincare, cosmetics, and personal care products while ensuring a transparent and reliable shopping experience.

Every order is carefully inspected, securely packaged, and dispatched through our trusted logistics partners to ensure that your products reach you in excellent condition.

Due to the hygiene, safety, and quality considerations associated with skincare and cosmetic products, we do not accept returns or exchanges for products delivered in perfect, undamaged condition, except where required under applicable consumer protection laws.

However, if you receive an incorrect, damaged, defective, or incomplete product, we are here to assist you with an appropriate resolution.

Please review our Return, Exchange & Refund Policy carefully before placing an order.

1. When Is a Product Eligible for Return or Exchange?

A product may be eligible for return, exchange, replacement, or refund under the following circumstances:

  • Incorrect Product Delivered: The product received is different from the item selected and confirmed during order placement.
  • Damaged Product: The product arrives broken, leaking, physically damaged, or in a compromised condition.
  • Manufacturing or Quality Defect: The product has a genuine manufacturing defect or quality issue.
  • Missing or Incomplete Order: One or more items are missing from the delivered shipment.
  • Expired Product: The product received has passed its stated expiry date.

All requests are subject to verification by our Quality Assurance team and applicable consumer protection laws.

Important: If the outer packaging appears visibly damaged, opened, or tampered with at delivery, we recommend documenting the condition immediately and contacting our customer support team.

2. Important Conditions for Return & Exchange Requests

To ensure quick and accurate processing, customers are requested to follow these guidelines:

  • Raise a return, exchange, or replacement request within 24 hours of receiving the order.
  • Record a clear unboxing video showing the package being opened and the condition of the products.
  • Share photographs clearly highlighting any damage, leakage, defect, or incorrect item.
  • Provide the original order number and relevant purchase details.
  • Retain the original packaging, shipping label, invoice, and product accessories until the issue is resolved.

Unboxing Video Requirement

An unboxing video is required as part of our standard verification process for damage, defect, missing-item, or incorrect-product claims.

The video should clearly show the opening of the package and the reported issue.

If an unboxing video is unavailable, customers should still contact our support team with other available evidence. Such cases will be reviewed individually, without limiting statutory consumer rights.

3. How to Raise a Return or Exchange Request

If you receive an incorrect, damaged, defective, expired, or incomplete product, please contact our customer support team within 24 hours of delivery wherever possible.

Customer Support Details

Phone/WhatsApp: +91 9958173555

Email: support@oxyglowcosmetics.com

Website: https://oxyglowcosmetics.com/

Please share the following information:

  • Order ID or order number.
  • Registered mobile number or email address.
  • Product name and details of the issue.
  • Clear photographs of the product and packaging.
  • Unboxing video showing the reported concern.

Once your request is received, our team will review the submitted information and initiate the verification process.

4. Return Request Verification & Approval

After receiving your return or exchange request, our Quality Assurance team will review the photographs, unboxing video, order details, and reported concern.

We aim to communicate the status of your request within 2–3 working days after receiving the necessary information.

If the request is approved, our team will guide you through the applicable return, replacement, or refund process.

Each request will be evaluated based on the nature of the issue, product condition, and applicable policy terms.

5. Reverse Pickup & Return Shipping Process

Once your return request is approved, OxyGlow Cosmetics will arrange a reverse pickup through an available logistics partner wherever serviceable.

The return process generally follows these timelines:

  • Pickup Arrangement: Reverse pickup is usually scheduled within 2–3 working days after approval.
  • Return Transit: The shipment may take approximately 5–7 working days to reach our warehouse.
  • Quality Inspection: Once received, the returned product undergoes a physical inspection by our Quality Assurance team.
  • Refund or Replacement: After successful verification, the approved refund, replacement, or exchange process will be initiated.

Pickup and transit timelines may vary depending on the customer's location and courier availability.

If reverse pickup is unavailable at your location, our customer support team will provide further instructions.

Important: Customers should not ship products to our warehouse without receiving prior return authorization.

6. Conditions for Returning Products

For approved returns, customers should ensure that:

  • The product is returned in its original packaging wherever possible.
  • Original labels, barcodes, tags, invoices, and accompanying accessories are included.
  • The product has not been unnecessarily used, altered, or damaged after delivery.
  • The product is returned in the condition in which it was received, except for the originally reported damage or defect.
  • Any complimentary items forming part of the approved return are included where applicable.

OxyGlow Cosmetics reserves the right to inspect returned products before approving a final refund, replacement, or exchange, subject to applicable law.

7. Products Not Eligible for Return or Exchange

Due to the nature of skincare, cosmetics, and personal care products, returns or exchanges are generally not accepted in the following situations:

  • Change of mind after receiving the product.
  • Incorrect product selection by the customer.
  • Products delivered correctly and in good condition.
  • Products that have been used or consumed without a verified quality concern.
  • Products damaged due to improper use, handling, or storage after delivery.
  • Products returned without authorization or without sufficient information to verify the reported issue.
  • Products that do not meet the applicable return eligibility conditions.

For hygiene and safety reasons, opened or used cosmetic products are generally not eligible for return unless there is a verified defect, damage, incorrect delivery, or another legally valid reason.

These exclusions do not affect customers' statutory rights under applicable consumer protection laws.

8. Refund Policy for Prepaid Orders

For orders paid through UPI, debit cards, credit cards, net banking, or other supported prepaid payment methods, eligible refunds will be processed after approval and verification.

  • Refunds for approved product returns will be initiated within 7 working days after the returned product is received and successfully verified at our warehouse.
  • Refunds will generally be issued through the original payment method.
  • The time required for the amount to reflect in the customer's account depends on the bank or payment service provider.
  • Credit card refunds may be reflected according to the card issuer's billing cycle.

Where an order is cancelled before dispatch and qualifies for a refund, the refund will be processed in accordance with our Cancellation Policy.

9. Refund Policy for Prepaid Orders Refused at Delivery (RTO)

If a customer places a prepaid order and refuses to accept the shipment at the time of delivery, without a valid product or delivery-related concern, the shipment will be treated as Return to Origin (RTO).

In such cases, the following conditions apply:

  • The refund will be initiated only after the shipment has been successfully returned to our warehouse.
  • Applicable forward shipping and return shipping (RTO) charges will be deducted from the prepaid order amount.
  • The remaining eligible balance will be refunded to the customer.
  • The refund will be initiated within 7 working days after the returned shipment is received and verified at our warehouse.
  • Refunds will generally be issued through the original payment method, subject to banking and payment gateway processing timelines.

Important Conditions

  • Shipping deductions apply to customer-initiated delivery refusals without a valid reason attributable to OxyGlow Cosmetics or its delivery partners.
  • Applicable deductions will reflect the relevant shipping and return logistics charges.
  • If the delivery refusal is caused by a verified error attributable to OxyGlow Cosmetics, the refund will be handled without unjustified shipping deductions.
  • Any deduction will be subject to applicable consumer protection laws and the shipping terms disclosed to customers.

Please Note: Customers are encouraged to accept their confirmed prepaid orders or request cancellation before dispatch, wherever eligible, to avoid unnecessary shipping and RTO charges.

10. Refund Policy for Cash on Delivery (COD) Orders

For eligible Cash on Delivery (COD) or partial-COD orders, refunds may be processed through:

  • Bank transfer to the customer's verified bank account.
  • Store credit, where accepted by the customer.

Customers may be required to provide accurate bank account details to process a refund.

Approved refunds will generally be initiated within 7 working days after the returned product has been received and successfully verified at our warehouse.

Refunds will be processed in accordance with the applicable return eligibility conditions and consumer protection requirements.

11. Exchange & Replacement Policy

If you receive a damaged, defective, incorrect, expired, or incomplete product, OxyGlow Cosmetics may offer an exchange or replacement after verification.

Replacement approval is subject to:

  • Verification of the reported issue.
  • Product availability.
  • Applicable return eligibility conditions.
  • Courier serviceability and logistics feasibility.

If the original product is unavailable for replacement, an eligible refund or another mutually agreed resolution may be offered.

Our team will communicate the applicable next steps after reviewing the request.

12. Refunds for Orders Cancelled by OxyGlow Cosmetics

In certain circumstances, OxyGlow Cosmetics may be unable to fulfill an order due to product unavailability, quality concerns, pricing errors, payment verification issues, or other legitimate operational reasons.

If a prepaid order is cancelled by OxyGlow Cosmetics before dispatch:

  • The customer will be notified through the available communication channels.
  • The eligible prepaid amount will be refunded without shipping deductions attributable to the company-initiated cancellation.
  • Refunds will be initiated within 7 working days after cancellation confirmation, subject to applicable banking and payment gateway timelines.

13. Important Points to Remember

To ensure a smooth return, exchange, or refund experience:

  • Report product-related concerns within 24 hours of delivery wherever possible.
  • Record an unboxing video to document the package and product condition.
  • Retain the original packaging, shipping label, and invoice.
  • Do not dispose of damaged or defective products before contacting customer support.
  • Do not return any product without prior authorization.
  • Approved refunds are subject to the applicable verification process.
  • Customer-initiated refusal of prepaid shipments may result in forward and return shipping deductions.
  • Refund processing timelines may vary depending on logistics, banking, and payment gateway operations.

All requests are reviewed individually to provide a fair and appropriate resolution.

14. Policy Updates & Disclaimer

OxyGlow Cosmetics reserves the right to update or modify this Return, Exchange & Refund Policy to reflect changes in business operations, logistics arrangements, product requirements, or applicable laws.

The latest version of this policy will be published on our official website.

Nothing in this policy limits or excludes any statutory rights or remedies available to customers under applicable Indian consumer protection laws.

15. Contact OxyGlow Cosmetics

For assistance with returns, replacements, refunds, damaged products, incorrect orders, or delivery-related concerns, please contact our customer support team.

Brand: OxyGlow Cosmetics

Official Website: https://oxyglowcosmetics.com/

Customer Support Phone/WhatsApp: +91 9958173555

Customer Support Email: support@oxyglowcosmetics.com

Our team will review your concern and guide you through the applicable resolution process.

At OxyGlow Cosmetics, your trust and satisfaction matter. We are committed to delivering genuine beauty products, maintaining quality standards, and ensuring a transparent and dependable shopping experience.