At Hina’s Cosmetics, we aim to provide you with the best shopping experience. Our Return, Refund & Exchange Policy has been designed to ensure a fair, transparent, and smooth process for handling all customer concerns. Please read the following carefully before placing your order.

Note: Replacement is never offered in any scenario. Any voucher issued is a goodwill gesture and not a customer right.

Case 1: Damaged, Broken, Leaked, Incorrect, or Missing Item

Note: Replacement is never offered in any scenario. Any voucher issued is a goodwill gesture and not a customer right.

Complaint Timelines

• For damaged, broken, leaked, or missing items: You must contact us within 24 hours of delivery. Requests raised after this time will not be entertained.
• For incorrect items (wrong shade, variant, or different product): You must contact us within 24 hours of delivery.

Verification Requirements

• A clear picture of the Order Invoice placed on the parcel is mandatory.
• Depending on the issue, we may also request:
  • Product images
  • Packaging images
  • Unboxing video (If available, this will heavily help us verify the claims)

Reverse Pickup

• Once your complaint is reviewed and approved (within 48 hours), a reverse pickup may be arranged through our courier partner, where applicable.
• Reverse pickup is initiated based on the nature of the issue and verification requirements.

Product Condition & Quality Check (QC)

• Items sent back for verification must be:
  • Unused
  • In original condition
  • With seals, tags, packaging, and accessories intact (if applicable)
• All returned items undergo a Quality Check (QC) at our warehouse.
• Claims may be rejected if the product is returned used, damaged, tampered with, or in poor condition.
• Important: Certain items (such as electrical or grooming tools) are covered under brand/company warranty. These items must be returned and will be forwarded for warranty assessment as per brand policy.

Resolution After Verification

• If the claim is verified as valid:
  • For damaged, leaked, or incorrect items: A store voucher will be issued. (Voucher value can vary depending on the case).
  • For missing items: Warehouse dispatch footage will be reviewed.
    • If footage confirms the item was missing, a voucher equal to the item value will be issued.
    • If footage confirms the order was dispatched correctly, the claim will be marked final and cannot be facilitated.
• All vouchers are issued as store credit. Customers are required to place a new order themselves using the voucher.

Case 2: Exchange or Change of Mind

If you wish to return a product due to a change of mind (wrong shade, type, or simply no longer want it), you must return it in unused, original condition with all seals and packaging intact.

• Once the item is received and passes QC, we will proceed with your refund or exchange request.
• A Rs. 350 handling fee will be deducted from your refund amount or charged on delivery in case of exchange to cover logistics costs.

Case 3: Out-of-Stock Refunds

• If a paid product is later found to be out of stock, a monetary refund will be processed.
• Our support team will contact you to collect bank details.
• Refunds are processed within 48-72 hours after confirmation.

Timelines

• Reverse Pickup: Up to 10-15 working days (subject to courier schedules).
• Complete Resolution Process: Up to 15 working days, including pickup, QC, and final decision.