Refund policy
At Heroganic, customer satisfaction and product quality are our top priorities. This policy explains when and how customers can request returns, replacements, or refunds.
📌 Eligibility for Return and Replacement
Returns and replacements are accepted only for:
- Products received in damaged or leaked condition.
- Products received with broken seals, incorrect items, or missing items.
- Products that are expired or near expiry at the time of delivery.
Due to the personal-care and hygiene nature of our products, opened, used, or partially used products are not eligible for return or replacement, except in cases of proven damage or defect at delivery.
Any issue must be reported within 48 hours of delivery along with clear photos/videos of:
- Outer shipping box
- Product container and seal
- Batch number and MRP details
📌 Time Window and Conditions
- Return or replacement requests must be raised within 7 days of delivery.
- Products must be unused and in original condition.
- Original packaging, labels, and invoice must be included.
- Products bought during sales, offers, or free gifts may be non-returnable.
📌 Process to Raise a Request
To request a return or replacement, customers must:
- Contact Heroganic customer support via:
📧 Email: heroganicindia@gmail.com
📞 WhatsApp/Phone: [your number] - Provide:
- Order ID and purchase date
- Product name and quantity
- Photos/videos showing the issue
The support team will review the request and may ask for more details before approval.
📌 Approval, Pickup & Shipping
Once a request is approved:
- Reverse pickup will be arranged for eligible PIN codes.
- Where pickup is not available, customers may need to ship the product to our address. Pre-approved courier charges may be reimbursed or given as store credit.
- Products must be packed securely to avoid further damage.
- If the returned product is used, opened, or tampered with, Heroganic may reject the request.
📌 Refunds, Replacements & Store Credit
- Replacement: A fresh product of the same SKU will be shipped at no extra cost if damage/defect is confirmed.
- Refund: Processed to the original payment method or via bank transfer (for COD orders) within 7–10 working days after approval.
- Store Credit: A coupon may be issued for future purchases on our website.
Shipping Charges:
- If the error is from Heroganic’s side, all shipping costs will be covered by us.
- If the customer returns a product for personal reasons (ordered by mistake, no longer needed), shipping charges may be deducted or borne by the customer as a goodwill return.
📌 Non-Returnable & Non-Refundable Cases
- Opened, used, or partially consumed products.
- Request raised after the allowed time window.
- Issues based on personal preference (fragrance, color, texture, results).
- Products purchased from unauthorized resellers.
- Products marked as “non-returnable” or “final sale”.
📌 Order Cancellation
- Orders can be cancelled only before dispatch.
- Once shipped, orders cannot be cancelled.
- Cancellations approved before dispatch will be refunded within 5–7 working days.
📌 Replacement Criteria
- Product must be unused, sealed, and in original packaging.
- An unboxing video is mandatory, showing:
- Outer box (front & back) with courier label
- A short video showing the defect/issue
- Images of all received items from 2–3 angles
- The invoice
📌 Replacement Process
- Write to Customer Support at heroganicindia@gmail.com within 48 hours of delivery with order ID and required evidence.
- We will review your request and arrange a pickup within 2–4 business days if approved.
- After receiving the product in original condition, replacement will be shipped within 24–48 hours.
📌 What Happens Next?
- Pickup Scheduled: Reverse pickup will be arranged within 24–48 hours. Customer must keep the item intact for quality checks.
- Quality Inspection: Our QC team will inspect the returned product to verify the issue.
- Processing Time: The entire process may take up to 25 days. Customers will be updated throughout the process.