Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Some situations that may result in your order being cancelled shall include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or any defect regarding the quality of the product. We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your credit card has been charged or bank account has been debited, the said amount will be reversed back in your Credit Card or Bank Account as applicable.
Cancellations by the User
A request for cancellation of order shall be valid and accepted only if they are made within 24 (twenty-four) hours of placing the order on the Site. We will not be able to cancel orders that have already been processed or orders for which request for cancellation is made after the expiry of 24 (twenty hours) from making the order. In case of requests for order cancellations, we reserve the right to accept or reject requests for order cancellations for any reason. As part of usual business practice, if we receive a cancellation notice and the order has not been processed / approved by us, we shall cancel the order and refund the entire amount. We have the full right to decide whether an order has been processed or not. The customeragrees not to dispute the decision made by us and accepts our decision regarding the cancellation.
In case you want to cancel your order, you must contact our customer support team by writing to email@example.com or by calling 1800-266-3333 which remains open 10am-6pm IST on 5 DAYS (Monday to Friday).
How will I get refunded for the cancelled orders and how long will this process take? In case of cancellation, we process the refund within 24-48 business hours after receiving a valid cancellation request and shall initiate the transfer to the source of payment. For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours. It might take additional 5-7 business days, however it may vary depending on your bank, for the amount to reflect in your account.
What if I used discount vouchers or loyalty points during time of payment and I have to cancel my order? Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order. Such discount vouchers cannot be reused by the customer.
If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.
RETURNS, REFUNDS AND EXCHANGE POLICY -DOMESTIC
Please note that NOT all products are eligible for returns or exchange in India/domestic shipping. To maintain fairness to our designers, artisans and craftsmen, as well as keep our prices fair, many items are "Final Sale." Please make it a point to understand which products are eligible for returns before purchasing. It is the responsibility of the customer to confirm and check whether the product can be returned or replaced on the product description page. Please note and check the returns and exchange policy on the product description page on Nykaa Fashion properly before placing the order as it may vary by various factors including but not limited to designer, styles, colour, size etc. We reserve the right to not entertain and accept any requests for returns, refund or exchange at our sole discretion.
Nykaa Fashion is unable to accept any returns/exchange/refund of an order for a made-to-order item since these are specifically made and are personally tailored to the standard sizes available on the page.
Please note all products shipped outside of India are NOT eligible for returns or exchange.
• How do I return an item purchased on Nykaa?
Products that are eligible for return, can be returned within 48 hours of receiving the merchandise. Products return policy can be checked from the product description page under Returns and Exchange. For an item to be eligible to be returned, the items must be unused, unworn, unwashed and undamaged by you, with all its label completely intact. Goods will be accepted only if they are returned in their original packaging. Nykaa will have the sole discretion to accept or deny any requests for refund, returns and exchange.
For returning any product purchased from Nykaa Fashion, please follow the steps below:
Step 1: Contact our Customer Support team via email at firstname.lastname@example.org within 48 hours of receiving the order.
Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only after the products are received by us in their original packaging with their seals, labels and barcodes intact and must be unused, unworn, unwashed and undamaged by you.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.
Which are the items that cannot be returned/exchanged?
Returns will not be accepted under the following conditions:
All made to order / custom made garments and some ready to ship garments.
All garments / accessories / costume jewellery shipped outside of India.
Garments 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
Garments that are used or altered
If request is initiated after 48 hours of receiving the order.
Free product provided by brand
Conditions for Returns:
(a) Items should be returned unused and with all tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer. Please inform our customer care department through email at (email@example.com) in the event any Products are delivered without tags
(b) If any belts and any designer packaging such as authenticity cards, dust bags, and leather tags are provided with the Products, those should be included with your return.
(c)Unidentified returns may be returned to the sender.
(d)All shoes should be tried on a carpeted surface before wear.
(f) Products would be considered faulty if they are received by the customer as damaged and such has been duly intimated to the customer care through email. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If you have received a faulty Product and would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Nykaa Design studio will offer to repair faulty items, wherever and as reasonably as possible.
(g) Once a customer has requested for alteration, modification, repair or adjustment of the Products, no requests for refund shall be entertained by Nykaa Fashion when the goods have been received from the customer.
(h) All made to order/ custom made garments are not eligible for returns, refund, replacement or cancellation.
(i) All garments / accessories / costume jewellery that are shipped outside of India are not eligible for returns, refund, replacement or cancellation.
(j) In an order, if there are more than five products, then it will be considered as a bulk order. Return/Refund will not be possible.
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.
I have received a damaged or defective item/wrong product in my order, how should I proceed?
Our shipments go through rigorous quality check processes before they leave our QC Centre. However, in the rare case that your product is damaged during shipment or transit, you can you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order. If you have received an item in a damaged/defective condition or have been sent a wrong product, follow the simple steps below:
Step 1: Contact our Customer Support team via email (firstname.lastname@example.org) within 48 hours of you receiving such damaged, defective or wrong order.
Step 2: Provide us with your order ID details and your request to refund the defective/wrong items in your order. Kindly share an image of the product showing the damage and the invoice for our reference.
Step 3: We will pick up the Products within 2-4 business days for our QC check. We will initiate the refund process only if the products are received by us in their original packaging with their seals, labels and barcodes intact and only after we have completed a QC check and it meets with this policy.
Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.
Can I return part of my order?
Yes. A return can be created at item level 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.
Before requesting for a return, refund or exchange, please check whether the Product is eligible through the returns and exchange policy on the product description page on Nykaa Fashion as it may vary by various factors including but not limited to designer, styles, colour, size etc.
How will I get refunded for the returned orders and how long will this process take?
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our QC centre.
For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 5-7 additional business days, however it may vary depending upon your bank, for the amount to reflect in your account.
For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 5-7 business days, however it may vary depending upon your bank, for the amount to reflect in your account.
NO COMPENSATION POLICY & LIMITATION OF LIABILITY
If the quality of any Products, services, information, or other material purchased or obtained by you through the Website did not meet your expectations, no compensation will be given other than the Return and refund or Exchange of the product as prescribed by the Return & Refund Policy. You cannot request compensation for any reason, including but not limited to: any variation in the finish or appearance of the final product; any delay in delivery caused by unforeseen circumstances; any special, incidental, indirect or consequential damage of any kind caused by a product; missed opportunities to avail certain discounts; any issue with our delivery partners or their personnel; any voucher which got deactivated due to the end of expiry date; unavailability of items which the customer tried to purchase etc. Unreasonable and unlawful requests for compensation, over and above the entitled refund, will be treated as loss to business cases. Nykaa holds the rights to cancel orders and block accounts of such customers without any prior notice.
Nykaa’s aggregate liability and that of its affiliates, licensors & partners in connection with these Terms shall be limited to the value of last purchase completed by you under these Terms through the Website
RETURNS, REFUNDS AND EXCHANGE POLICY - INTERNATIONAL
Please note that international orders and products shipped outside of India are not eligible for returns, refunds or exchange.
International orders are also not eligible for Free Shipping unless the purchase amount is above Rs. 20,000 and for Gifts with Purchase.