Refund Policy

Return, Refund, and Cancellation Policy

At HerSmile (hersmile.in), we strive to deliver high-quality personal care products safely to your doorstep. Since our products belong to personal care and hygiene categories, we do not accept general returns or exchanges if you change your mind.

We only offer returns, replacements, or refunds if the item you received is damaged, defective, or incomplete (missing items).

Please read our detailed guidelines below:

1. Eligibility Criteria for Return/Refund

You can request a replacement or a refund ONLY under the following specific circumstances:

  • Damaged Product: The product package or container is broken, leaked, or visibly damaged upon delivery.

  • Defective Product: The product has a manufacturing defect or is unusable.

  • Incomplete Order: One or more items that you paid for are missing from the delivered parcel.

Note: Items must be unused, unwashed, and in their original packaging with all tags/seals intact to be eligible for inspection.

2. Mandatory Unboxing Video Rule (Strictly Enforced)

  • To prevent fraudulent claims and ensure transparency, we strictly require a continuous, unedited unboxing video from start to finish.

  • The video must clearly show the shipping label on the box before opening, and the opening of the package revealing the damage, defect, or missing items.

  • Without a valid unboxing video, we will not be able to process any return, replacement, or refund requests.

3. Reporting Window

  • Any issue regarding damage, defect, or incomplete orders must be reported to our customer support team within 48 hours of delivery.

  • Requests received after 48 hours of delivery will unfortunately not be entertained.

4. How to Raise a Request

If your order meets the eligibility criteria mentioned above:

  1. Contact our support team within 48 hours via email at support@hersmile.in or message us on our official WhatsApp Support.

  2. Share your Order ID along with the Unboxing Video or clear photos of the damaged/defective product.

  3. Our quality assessment team will review your claim within 24-48 business hours.

5. Resolution: Replacement or Refund

Once your request is validated and approved by our team, you can choose one of the following options:

  • Free Replacement: We will arrange a reverse pickup (free of cost) and dispatch a fresh replacement product to your address immediately.

  • Full Refund:

    • Prepaid Orders: The amount will be credited back to your original payment method (Bank Account/Card/Wallet) within 5 to 7 business days.

    • COD Orders: We will request your bank account details or UPI ID. The refund will be credited via NEFT or UPI within 3 to 5 business days.

    • Note: The initial Cash on Delivery (COD) convenience fee is non-refundable.

6. Order Cancellations

  • Before Dispatch: You can cancel your order for a full refund at any time before it leaves our warehouse. Please email us or contact us on WhatsApp instantly to request a cancellation.

  • After Dispatch: Once the order is handed over to our courier partner, it cannot be cancelled. If you refuse delivery at your doorstep, the order will return to us, and a refund will be processed after deducting standard shipping and handling charges.

7. Contact Us

For any support or help regarding your order deliveries, contact us at:

  • Email: ritikkumarpaswan816@gmail.com

  • WhatsApp Support: Monday to Saturday (10:00 AM – 6:00 PM)