Refund policy
CANCELLATION AND REFUND POLICY
Cancellation before shipment:
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 on orders@ciettebeauty.com
In such cases, the order will be cancelled and the refund will be initiated within 24-72 business hours after the cancellation request.
Cancellation post shipment:
Please note that once the order has been shipped, it cannot be cancelled.
What if I used discount vouchers or loyalty points during the 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.
If you have redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.
Returns, Replacements and Refunds
How do I return an item purchased on CIETTE BEAUTY?
CIETTE BEAUTY offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 5 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order by emailing us at orders@ciettebeauty.com.
Disclaimer - Returns are acceptable only if the product is damaged, expired, not to your liking and meet the criteria for being eligible for a return/exchange.
Step 1: Contact our Customer Support team via email (orders@ciettebeauty.com) within 5 business days 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/video of the product and the reason for return along with the invoice for our reference.
Step 3: We will pick up the products within 2-5 business days (Subject to your location). We will initiate the refund or replacement process only if the products are received by us in good condition, in their original packaging with their seals, labels and barcodes intact.
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:
- Product is used or altered
- 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 has been tampered with
- Defective products that are covered under Seller/Manufacturer’s warranty
- If request is initiated after 5 business days of order delivery
- Free product provided by brand
Categories not eligible for Return:
Personal care appliances and beauty tools cannot be returned due to hygiene issues.
Please note: For certain marketing campaigns or 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 checks before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order:
Step 1: Contact our Customer Support team via email (orders@ciettebeauty.com) within 5 business days of receiving the order.
Step 2: Provide us with your Order Number and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image/video of the damaged/defective product and the invoice for our reference.
Step 3: We will pick up the products within 2-5 business days (Subject to your location). We will initiate the refund or replacement process only if the products are received by us in good condition, in their original packaging with their seals, labels and barcodes intact.
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.
Do I have to return the free gift when I return a product?
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.
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.
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 warehouse.
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 24-72 business hours of us receiving the products back in good condition that warrants a refund.
It may take 5-7 additional business days for the amount to reflect in your bank account depending upon your bank. In addition, we also provide the hassle-free option of refund through CIETTE BEAUTY Credit (Gift Card), which can be used during future purchases and holds a validity of one year from the date of issue.
For cash on delivery transactions, we will need your account details via email to initiate the refund. This process will be completed within 24-72 business hours of us receiving the products in good condition that warrants a refund. It may take an additional 5-7 business days for the amount to reflect in your bank account depending upon your bank.