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THE FIRST DROP 19 September 2026 Meet the collection
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Refund policy

At S19 Skin, we want you to have a positive experience with every purchase. If you receive a damaged, defective, incorrect, or incomplete order, please contact us as soon as possible so that we can assist you.

1. Return Eligibility

We accept returns only for products that meet the conditions specified in this policy. A return or replacement may be considered in the following situations:

  • The product received is damaged.
  • The product received is defective.
  • You received a product different from what you ordered.
  • Your order is missing one or more products.
  • The product received has been damaged during transit.

To be eligible for a return or replacement, the product must be unused and in its original condition and packaging, wherever applicable.

2. Non-Returnable Products

For hygiene, safety, and product-quality reasons, opened or used skincare and personal care products generally cannot be returned.

We may not accept returns for products that have been opened, used, altered, damaged after delivery, or are missing their original packaging, labels, or accessories.

3. Return Request Period

If you receive a damaged, defective, incorrect, or incomplete order, please contact us within 48 hours of delivery.

Requests received after this period may not be eligible for a return, replacement, or refund.

4. How to Request a Return or Replacement

To request a return, replacement, or refund for an eligible issue, please contact our customer care team using the details below:

Please provide the following information when contacting us:

  • Order number
  • Name used when placing the order
  • Registered mobile number or email address
  • Details of the issue
  • Clear photographs of the product and packaging
  • Unboxing video, if available

Providing photographs or an unboxing video may help us verify the issue and process your request more quickly.

5. Damaged Products

If your order arrives damaged, please take clear photographs of the outer package, shipping label, and damaged product and contact us within 48 hours of delivery.

After reviewing the information provided, we may offer a replacement or refund, depending on the circumstances and availability of the product.

6. Incorrect Products

If you receive a product that is different from the product you ordered, please contact us within 48 hours of delivery.

Once the issue has been verified, we may arrange a replacement or provide an applicable refund.

7. Missing Products

If one or more products are missing from your order, please contact us within 48 hours of delivery with your order details and photographs of the package received.

We will review the order and shipping information and, where applicable, arrange for the missing product to be delivered or provide an appropriate resolution.

8. Refunds

If your refund request is approved, the applicable refund amount will be processed after the request has been reviewed and approved.

Refunds for prepaid orders will generally be issued to the original payment method used for the purchase, subject to the applicable payment provider's processing timelines.

For Cash on Delivery (COD) orders, if a refund is approved, we may request valid bank account or other payment details necessary to process the refund.

9. Refund Processing Time

Once a refund has been approved, the refund will be initiated within a reasonable processing period. The time taken for the amount to appear in your account may vary depending on your bank, payment provider, or financial institution.

S19 Skin is not responsible for delays caused by banks, payment gateways, card issuers, or other third-party financial service providers.

10. Shipping Charges

Shipping charges, if applicable, may not be refundable unless the return or refund is due to an error on our part, a damaged product, a defective product, or another issue covered under this policy.

11. Order Cancellation

Cancellation requests may be accepted only if the order has not already been processed or shipped.

Once an order has been shipped, cancellation may no longer be possible. In such cases, you may contact our customer care team to understand the available options.

12. Cash on Delivery Orders

Cash on Delivery (COD) may be available for eligible orders and locations. A COD handling fee of ₹150 applies to orders placed using the Cash on Delivery option.

The COD handling fee may not be refundable where an order is cancelled, refused, returned, or otherwise undelivered, except where required by applicable law or where the issue is caused by an error on our part.

13. Exchange and Replacement

Where a product is eligible for replacement, we may provide a replacement of the same product, subject to availability.

If the same product is unavailable, we may offer an alternative resolution, including a refund, at our discretion and subject to the circumstances of the case.

14. Products Damaged After Delivery

We are unable to accept returns or provide refunds for products that are damaged due to improper storage, misuse, accidental damage, incorrect handling, or use contrary to the instructions provided with the product.

15. Refund Rejection

A return or refund request may be rejected if the product does not meet the eligibility requirements of this policy, if the request is made after the specified period, or if the issue cannot be reasonably verified.

16. Contact Us

If you have any questions regarding returns, replacements, cancellations, or refunds, please contact our customer care team:

Last Updated: September 11, 2026