Return & Refund Policy

We maintain the highest standards of product quality, hygiene, and safety. Because skincare
products are personal-use and hygiene-sensitive, we follow a strict non-return policy except in cases of genuine damage or dispatch errors.

1. No Returns on Used / Opened Products

We do not accept returns or refunds for products that have been:
● Opened, used, or tested
● Outer seal broken or tampered with
● Not in original packaging
● Refused due to personal preference (e.g., fragrance, texture, results, sensitivity, or suitability)
This is a hygiene and safety protocol to ensure every product delivered is fresh, untampered,
and safe for use.

2. Returns Allowed Only if Product is Unused & Sealed

A return will only be considered if:
● The product is completely unused
● The packaging and seal are intact
● It is in 100% resalable condition
● You report the return within 24 hours of delivery
Approval is not automatic. Each case is reviewed by our Quality & Safety team.

3. Damaged, Leaking, or Incorrect Product Delivery

If your order arrives:
● Physically damaged
● Leaking
● Or incorrect (product mismatch)
We will provide a free replacement or full refund.
To process this without delay, you must provide mandatory verification:
Required Proof (No Exceptions)
● Clear Photos of outer box + product
● A continuous, uncut unboxing video recorded before opening the seal
Claims submitted without the required unboxing video cannot be approved, as per
hygiene & authenticity validation protocols.

4. Time Window for Damage/Issue Reporting

You must report any issue within 24 hours of delivery:
📩 care@moonalisha.com
Include:
● Order ID
● Photos
● Uncut Unboxing Video
● Description of the issue
Reports beyond 24 hours will not be eligible, as product handling cannot be verified.

5. Refund Method & Timeline

Once your request is approved:
● Prepaid Orders: Refund is processed back to the original payment method within 5–7
business days.
● COD Orders: Only the product value is refundable if approved.
The ₹299 COD Convenience Fee is strictly non-refundable under any circumstance.

6. RTO, Refusal & Failed Delivery

If a COD order is returned due to refusal, unreachable customer, address issue, or failed
delivery attempts:
● No refund is issued for the ₹299 COD Convenience Fee
● Repeated refusal may result in COD being disabled for future purchases

7. Important Safety Note

We do not accept returns based on:
● “I didn’t like the feel”
● “Didn’t suit my skin / didn’t see results”
● “I changed my mind”
Skin response varies from person to person; our role is to ensure authenticity and
product integrity, not reaction variability.

8. Contact

For concerns, reach out during support hours:
📩 care@moonalisha.com
📞 Mon–Sat | 10:00 AM – 6:00 PM