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Returns, Refunds, Cancellations and Exchanges

We will be happy to return or refund an order if you have received wrong or expired products. You can also raise a replace or refund request in case of damaged or missing products. Please follow the below instructions for the same.

Step 1 – Raise a return/ replacement request within 7 days from the date of delivery, if you’ve received wrong or expired product(s). In case of damaged/ missing product(s), raise a return/ replacement request within 2 days from the date of delivery.

Please raise a request here with order and contact details -

Step 2 – Give us 2 working days to review your return request.

Step 3 – After reviewing your return request, we will send our courier partner to pick up the products delivered to you.

Step 4 – In case our reverse pick up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse standard courier charges, in your Napa wallet.

Step 5 – After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon the stock availability.

FAQs

1. Under what conditions can I return/ replace my product?

Wrong product delivered , Expired product delivered , Damaged product delivered – Physical damage/ tampered product or packaging , Incomplete order – missing products.

2. Under what conditions return/ replacement requests will not be accepted?

Opened/ used/ altered products , Original packaging (mono cartons, labels, etc.) missing , The return/ replacement request is generated after 7 days from the date of delivery , The damaged/ missing product is reported after 2 days from the date of delivery.

3. How are returns processed?

Once you request to return a product, a pick up is organised for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.

4. Can I cancel my order?

You can cancel order from CANCEL button from order details page under My account section. You just need to give reason for cancellation, and leave rest on us. Please remember that it will not be possible to cancel or amend your order if it has reached the ready to ship stage.

OR

Please reach out to us on help@napabeauty.in, and we will help you in cancelling the order.

5. How will I receive the refund for my cancelled or returned product?

In case of prepaid orders, money will be returned to the bank account/ credit/debit card or where the payment was made from within 7 business working days. For Cash on Delivery orders customers will be required to provide bank details where they would like to receive the refund.

6. How long does it take to receive a refund for a cancelled order or returned product?

We will process your refund within 7 business days in case of cancellation of an order. In case of returns, we will refund the money after the product has been received by our warehouse and post completion of quality check. Please note, this entire process takes 2 weeks after the return has been picked up.

7. Can I return part of my order?

Yes. You can return any products that are eligible for returns within 7 days of delivery.

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