Cancellation, Returns & Refund Policy
for site www.beautystory.com ("Site" or "Beauty Story" or “Platform”) operated by BeautyStory Private Limited
We only accept cancellation of the order before the order is shipped. Order will be deemed to be shipped when an email regarding the dispatch of shipment has been sent to your email ID registered with us. Any cancellation request made by you after shipping will be declined by us.
If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team at email@example.com or WhatsApp us on +91 9820812600(preferred, or call: +91 9820812600 requesting us to cancel the order.
In such cases, the order will be canceled, and the money will be refunded to you within three business days after the cancellation request is duly processed by us.
Returns & Refund
Beauty Story offers its customers an option to Return damaged or spilled products only. We also accept partial returns wherein you can raise a return request for one or all products in your order
- Step 1: Contact our Customer Support team via email at firstname.lastname@example.org or on WhatsApp at +91 9820812600 within 48 hours of receiving the order.
- Step 2: Provide us with your order ID details, invoice, and your request to return/replace/refund your order along with a complete unboxing video and pictures clearly showing any defect or damage in the product received that is sought to be returned.
- Step 3: We will pick up the products within 2-3 business days. We will initiate the refund or replacement process only if the products are received by us back in our warehouse (could take about 7 days in transit) in their original packaging with their seals, labels, and barcodes intact and pass the quality check by our team.
Returns will not be accepted under the following conditions:
- Product is damaged due to misuse/overuse
- Returned without original packaging including, price tags, labels, original packing, freebies, and other accessories or if original packaging is damaged
- Serial Number is tampered with.
- Product sold during the clearance sale
- Product is used or altered
- If the request is initiated after 48 hours of order delivery
- Free product provided by the brand
The decision of Beauty Story on whether the product is returnable after seeing the video or pictures sent by you shall be final.
A return can be created per item and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
- The products will be picked up within 2 - 3 working days after the request and can take up to 7 days in transit to reach BeautyStory's warehouse.
- The refund/exchange will be processed once the items reach our warehouse and have been inspected by our team.
- If the picked-up product does not pass the quality check, we shall ship it back to you.
- In case a pre-paid order is canceled immediately after placing the order, BeautyStory has to bear a processing fee of 2% and a further 2% for the refund. BeautyStory retains its discretion to charge an additional amount of 4% to you in case of such cancellations.
Replacement & Exchange
In case of the delivery of a wrong product or a damaged product which you may want to be replaced, please write to us at email@example.com or WhatsApp us at +91 9820812600 with a request to replace the product. The email or WhatsApp shall be accompanied by a complete unboxing video and pictures of the product along with the invoice details. All conditions applicable to Refund and returns shall be applicable for replacement.
If it is a case of replacement, it is subject to the availability of stock. In case a replacement may not be available, we will refund you the full amount.
If you choose to exchange the item purchased by you on BeautyStory within two days of receiving the product (“Exchange period”), you will be provided with a replacement of the item, free of cost. To place a request for an exchange, you must write to us at **firstname.lastname@example.org** or Whatsapp at +91 9820812600 within the Exchange period mentioning the details of the item purchased and invoice details and item to be exchanged. We will endeavor to respond to your request in two business days.
The exchanged product will be shipped to you within two business days of our acceptance of your request and the product sought to be exchanged will be picked up at the time of delivery by our delivery partner.
If you choose to exchange an item purchased by you on BeautyStory for any other item of the same or different value from BeautyStory, In such case, if exchanged item is of a higher value, differences in amount will be charged to you and if exchanged item is of the lower value, differences in amount will be refunded to you post successful pick up of the original item from you.
Net amount paid by you (excluding instant cashback/discount) to purchase an original item will be considered to calculate the difference in the amount of original and exchanged item which will be payable by you or refundable by BeautyStory as the case may be, for an exchange.
Item cannot be exchanged for multiple products and you are allowed to select a single item for exchange. While customers can exchange multiple items at a time by initiating separate exchange requests for each item. Non- returnable products/categories cannot be exchanged.
Please make sure that the items for exchange are packed securely to prevent any loss or damage during transit.
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
For payments done through credit/debit cards or net banking / UPI, the refund will be processed to the same account from which the payment was made within 4 business hours of us receiving the products back. It may take three to five business days for the amount to reflect in your account.
For payments done through cash on delivery, the refund will be processed only via Bank Transfer or UPI and not by cash. For the purpose of effecting the refund, the correct Bank details/ UPI ID must be provided to us.
Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.