Refund policy

Return and Refund Policy

At Sunderma, we take care to pack and ship every order safely. Due to the personal-care and skincare nature of our products, we follow a strict hygiene-based return policy.

Return Eligibility

Returns are accepted only in the following cases:

  1. You received a damaged product.
  2. You received a wrong product.
  3. You received a missing item in your order.
  4. The product was leaked or broken during delivery.

To request a return or replacement, you must contact us within 24 hours of delivery.

Mandatory Proof Required

To approve any return, replacement, or refund request, the customer must provide:

  • Clear unboxing video from start to end.
  • Clear photos of the outer package, invoice, product, and damage/wrong item.
  • Order ID and registered mobile number/email.

Without proper unboxing video and proof, we may not be able to approve the claim.

Non-Returnable Products

For hygiene and safety reasons, we do not accept returns for:

  • Used products.
  • Opened products.
  • Products with broken seal.
  • Products damaged after delivery.
  • Products returned because of fragrance preference, texture preference, skin suitability, or personal dislike.
  • Products purchased during sale, offer, clearance, combo, or promotional campaign.
  • Products ordered by mistake.

Skincare results may vary from person to person, so we do not accept returns or refunds for reasons such as “product did not suit my skin,” “no result,” or “changed my mind.”

Replacement

If your claim is approved, we may offer a replacement of the same product. Replacement is subject to product availability.

Refund

Refunds are provided only if:

  • Replacement is not available, or
  • We are unable to fulfil the correct product.

Once approved, refunds will be processed to the original payment method within 7–10 working days. Bank/payment gateway delays are not under our control.

Return Shipping

If the issue is from our side, such as damaged, wrong, or missing product, we may arrange reverse pickup where available. If reverse pickup is not available, the customer may need to ship the product to us.

Cancellation Policy

Orders can be cancelled only before dispatch. Once the order is shipped, cancellation is not possible.

To request return, replacement, or refund, contact us at:

Email: [sunderma.skincare@gmail.com]