Refund Policy

At No9 Skincare, customer satisfaction is our priority. We strive to ensure that every product reaches you in perfect condition. Please read our Return & Refund Policy to understand how we handle returns, replacements, and refunds.

1. Eligibility for Returns & Replacements

Due to the nature of skincare products, we accept returns only under the following conditions:

You received a damaged, defective, or incorrect product.
The issue is reported to us within 24–48 hours of delivery.

For hygiene and safety reasons, opened or used products cannot be returned unless the product received was defective upon opening.

2. Reporting an Issue

To request a return or replacement, please contact our support team with:

Order number
Clear photos/videos of the product and outer packaging
Description of the issue

Once verified, we will arrange a pickup or offer an alternative solution.

3. Return Pick-Up

We will coordinate with our third-party logistics partner to arrange a return pickup when applicable.
The product must be returned in its original packaging, with all labels intact.

4. Refund Policy

Refunds are processed in the following cases:

The product is unavailable or out of stock.
The product delivered was incorrect, damaged, or defective.
The product cannot be replaced due to non-availability.

Mode of Refund:

Prepaid orders: Refunds will be issued to the original payment method.
Cash on Delivery (COD) orders: Refunds will be issued as store credit or bank transfer, depending on the situation.

Refund Timeline:

Refunds are typically processed within 5–10 business days after the returned product is received and inspected.

5. Non-Refundable / Non-Returnable Items

We cannot accept returns or issue refunds for:

Opened, used, or tampered products
Products damaged due to misuse or negligence
Products returned without original packaging
Items returned after the return window

6. Cancellations

Orders can be cancelled within 12 hours of placing the order or before the order is shipped.
Once shipped, cancellations are not possible.

7. Exchange Policy

Exchanges are offered only for damaged or defective products upon verification.
We do not offer exchanges for preferences like fragrance, texture, or suitability.