Refund & Cancellation

Last updated: 25 August 2026

This policy applies to orders placed on https://touchwoodbeauty.com. It is designed to comply with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Prepaid payments are collected by Cashfree; refunds of prepaid amounts are sent back through the original payment method wherever the gateway allows.

1. Cancelling Before Dispatch

• Unpaid prepaid orders: if Cashfree payment is not completed, the order stays unpaid. You can use Pay again on My Orders. If payment is still not received within the payment window (about 30 minutes), we may auto-cancel the order and release reserved stock.
• Paid prepaid orders: use Cancel order on My Orders before we ship. We review the request, then cancel and refund to the original payment method. You can also email skinhairloveorganically@gmail.com.
• COD orders: use Cancel order on My Orders before dispatch. Once shipped, refuse the parcel at delivery if you no longer want it; return-to-origin handling then applies.

We cannot guarantee cancellation after the courier has collected the shipment. In that case you may refuse delivery or follow the return process below.

2. Late Payment After Auto-Cancel

If Cashfree captures payment after an unpaid order was auto-cancelled, we will try to reopen the order and reserve stock again. If an item is no longer available, we will not fulfil that order and will process a full refund of the captured amount.

3. Returns and Replacements

Skincare and personal-care products that have been opened or used cannot be returned for change of mind, for hygiene and safety reasons. We will replace or refund if:

• You received a damaged, defective, expired, or incorrect product
• You report it within 48 hours of delivery
• You share clear photos and keep the unused product and packaging for inspection

Approved replacements are shipped after we confirm the issue. If a replacement is not possible, we refund the product price and any shipping you paid for that item where the fault is ours.

4. Refund Method and Timeline

• Prepaid (Cashfree): refund to the original UPI, card, or net-banking instrument. After we approve the refund, banks and UPI apps typically credit the amount within 5–7 working days. Some banks take up to 10 working days. We do not refund in cash.
• COD: if you paid the courier, a refund is issued by bank transfer or UPI to an account you nominate, after we receive the returned goods (where a return is required). Please allow up to 7 working days after we accept the return.

Shipping charges are refunded when the cancellation or return is due to our error (wrong/damaged item or failed dispatch). They are not refunded when you cancel for change of mind after dispatch, or when delivery failed because of an incorrect address you provided.

5. Failed, Duplicate, or Extra Payments

If you were charged more than once, or charged for an order we cannot fulfil, contact us with the payment reference and order number. We will reconcile with Cashfree and refund the extra amount to the original method.

6. How to Request a Refund

Email skinhairloveorganically@gmail.com or message +91 81149 40798 with:

• Order number
• Registered email / phone
• Reason and photos where relevant

We aim to respond within 2 business days. Approved refunds are initiated from our side as soon as the decision is made; bank posting time is outside our control.

7. Consumer Complaints

If you are not satisfied with our response, you may escalate to the email above marked “Grievance”. You also retain rights to approach the consumer commission under the Consumer Protection Act, 2019.

8. Contact