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Refund Policy

A LEGAL DISCLAIMER

RichDerma Health Care Pvt. Ltd. | Last updated: October 21, 2026

We want you to be happy with what you receive. This Refund Policy explains when refunds and replacements are available for orders placed on richderma.in (the “Website”) with RichDerma Health Care Pvt. Ltd. (“RichDerma”, “we”, “us”), how to ask for one, and how it is processed. It forms part of our Terms & Conditions. This Policy does not take away any right you have under applicable consumer protection law.

 

1. When a Refund Is Accepted

Refunds are accepted within 10 days of purchase if the product delivered to you is:

  • Damaged, for example a broken pack, a cracked or leaking bottle, a pump that does not work, or a pack that was opened or tampered with before it reached you

  • Not up to the expected quality, for example a product that has a clearly abnormal smell, colour or texture, or that is spoiled

  • Wrong, meaning a different product, size or variant from what you ordered

  • Missing, meaning an item you ordered that was not in the parcel

  • Expired, meaning past the expiry or best-before date printed on the pack

Requests must reach us within 10 days of purchase. Requests made after this period may not be accepted, except where the law requires otherwise.

 

2. What Is Not Covered

A refund or replacement is not normally possible when:

  • The request is made after the 10-day period

  • You simply changed your mind, ordered the wrong product, or do not like the fragrance, texture or look of a product

  • The product has been used, opened or partly consumed, unless it arrived damaged or not up to quality

  • The product looks different from the AI-generated images on the Website, since these images may not represent the product accurately

  • The product did not give the result you expected, since results differ from person to person and are not guaranteed

  • The damage was caused after delivery, for example by dropping, misuse, wrong storage or heat

  • The request is made without the details or proof we ask for in Section 4, or the proof does not match the order

  • The order was delivered but could not be completed because of a wrong or incomplete address or an unreachable phone number (see the Shipping Policy)

 

3. Skin, Hair and Body Reactions

We always recommend a patch test on a small area before using any product, and reading the ingredient list on the product page and on the pack before you buy. If you notice a reaction or side effect, stop using the product immediately, and contact us or a dermatologist as soon as possible. In an emergency, get medical help right away. Please also read the health and safety section of our Terms & Conditions.

If you contact us about a reaction, we will listen, look into your concern and tell you what we can do. Each case is reviewed on its own facts. A reaction to an ingredient that is clearly listed on the product page and on the pack, or where the patch test and directions were not followed, may not qualify for a refund.

 

4. How to Ask for a Refund or Replacement

  1. Contact us within 10 days of purchase at support@richderma.in or +91 7003700002.

  2. Tell us your name, order number, the product concerned, and what is wrong.

  3. Share clear photos of the product, the batch number and the outer packaging and shipping label. For damaged, leaking or missing items, an unboxing video that shows the sealed parcel being opened is very helpful and may be needed to confirm the claim.

  4. Keep the product, its packaging and all items that came with it until we reply. Please do not throw anything away.

 

5. What Happens Next

  • Acknowledgement: we will acknowledge your request within 48 hours.

  • Review: our team will review the details and proof, and may ask you for more information.

  • Return, if needed: we may arrange a pickup through a shipping partner, or ask you to send the product back. We may also ask you to keep or safely dispose of the product when returning it is not practical, for example for a leaking item. Please do not send a parcel back without our confirmation.

  • Decision: if the issue is verified, we will confirm the resolution with you.

 

6. How the Refund Is Given

When a refund is approved, it may be processed in any of these ways:

  • To the original source of payment, such as the card, UPI account or bank account you paid with

  • In another way, as per the customer’s convenience, such as a bank transfer, where we can reasonably arrange it

  • As a gift card credited to you, which you can use on a later order

We will confirm the method with you when we approve the refund. Where cash on delivery is offered and you paid in cash, the refund will be made to a bank account or UPI ID you give us, or as a gift card.

Where stock is available, we can also offer a replacement of the same product instead of a refund, if you prefer it.

 

7. How Long a Refund Takes

  • Once a refund is approved, we aim to start it within 2 business days.

  • Refunds to the original source usually reach your account in about 5 to 7 business days after we start them, depending on your bank, card network or payment provider. This time is outside our control.

  • A gift card is credited as soon as possible after approval.

If you have not received your refund after this time, please first check with your bank or payment provider, and then contact us with your order number.

 

8. Shipping Charges

If the issue was ours, such as a damaged, wrong, missing or expired product, we will refund the product amount and the shipping charge you paid, and we will cover the cost of pickup or return where we ask for the product back. In other cases, shipping charges are normally not refunded.

 

9. Cancelling an Order

  • Before dispatch: you can ask us to cancel as early as possible. If the order has not yet been handed to a shipping partner, we will cancel it and refund the full amount.

  • After dispatch: the order can no longer be cancelled. If the order is not what you want, please see Section 1 and Section 2.

  • Cancelled by us: if we cancel an order, for example for stock, pricing or delivery reasons, you will receive a full refund of what you paid.

 

10. Lost or Undelivered Orders

If your parcel is lost, or cannot be delivered because of a problem on the shipping partner’s side, we will arrange a replacement where stock is available or a full refund, after we confirm the loss with the shipping partner. Please see our Shipping Policy for how to report a missing parcel.

 

11. Gift Cards

If a refund is given as a gift card, the gift card’s terms, such as its value, validity and how to use it, are shown when it is issued. Gift cards cannot be exchanged for cash unless we agree or the law requires it.

 

12. Fair Use of This Policy

We may refuse a request, or limit refunds, if we find signs of fraud, abuse or false claims, such as repeated claims, proof that does not match the order, or a request for a product that was used. We may also ask for identity or order confirmation before processing a refund.

 

13. Complaints and Grievance Officer

If you are not happy with how your request was handled, please contact our Grievance Officer. We will acknowledge your complaint within 48 hours and aim to resolve it within one month.

 

14. Changes to This Policy

We may update this Policy from time to time. The latest version, with its updated date, will always be on this page. Orders are covered by the Policy in force when they were placed.

 

15. Contact Us

For any question about a refund, replacement or cancellation, you can always reach us by email or phone. Please keep your order number ready.

  • Email: support@richderma.in

  • Phone: +91 7003700002

  • Address: RichDerma Health Care Pvt. Ltd., Shop No. 137, 138, First Floor, Platinum Point, opposite CNG Pump, near Sudama Chowk, Mota Varachha, Surat, Gujarat - 394101

 

WHAT TO INCLUDE IN THE REFUND POLICY

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