Refund & Return Policy

Effective Date: 1 April 2026  ·  hince.in  ·  KATALYSST CPG CONSULTANTS LLP

 

We stand behind the quality of our beauty products. If something isn't right, we're here to make it better.

 

1.  Eligibility for Returns

We accept return or exchange requests under the following conditions:

•        The product was received in a damaged, defective, or incorrect condition.

•        The return request is raised within 7 days of delivery.

•        The product is unused, unopened, and in its original packaging with all seals intact.

•        Proof of purchase (order number or invoice) is provided.

2.  Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return or exchange:

•        Opened, used, or partially consumed beauty/skincare/makeup products.

•        Products without original packaging or with broken seals.

•        Items purchased during sale, clearance, or special promotional events (unless defective).

•        Gift cards or store credits.

3.  Do Not Accept Tampered or Damaged Packages

 

IMPORTANT: If the outer packaging of your order appears visibly damaged, tampered with, torn, or unsealed at the time of delivery, please DO NOT accept the package. Refuse the delivery on the spot and contact us immediately at hinceindia@gmail.com. Accepting a visibly compromised package may affect your ability to raise a claim.

 

4.  Mandatory Unboxing Video

An unboxing video is mandatory to support any claim related to a damaged, missing, or wrong product. No claim will be processed without it.

The video must:

•        Begin before the package is opened, clearly showing the sealed outer packaging from all sides.

•        Be continuous and unedited — no cuts, pauses, or breaks throughout.

•        Clearly capture the full unboxing process, all items inside, and any damage or discrepancy.

•        Be submitted to us within 48 hours of delivery.

 

Claims raised without a valid unboxing video will not be eligible for resolution, regardless of the nature of the complaint.

5.  How to Initiate a Return

To raise a return or refund request, please email us at hinceindia@gmail.com with the subject line "Return Request – [Your Order Number]" and include:

•        Your full name and order number.

•        The unboxing video (mandatory — see Section 4 above).

•        Clear photographs of the product and packaging showing the defect or damage.

•        A brief description of the issue.

 

Our team will review your request and respond within 2–3 business days.

6.  Refund Process

Once your return is approved and the item is received and inspected by our team, a refund will be processed within 7–10 business days. Refunds will be credited through the original payment method:

 

Payment Method	Refund Timeline
Credit / Debit Card	5–7 business days (bank processing time may vary)
UPI / Net Banking	3–5 business days
Wallets (Paytm, PhonePe, etc.)	2–3 business days
Cash on Delivery	Bank transfer within 7 business days (bank details required)

 

7.  Exchanges

We offer exchanges for defective or incorrectly delivered products, subject to availability of the replacement item. If the desired product is unavailable, a full refund will be issued instead.

8.  Cancellations

Orders can be cancelled before dispatch by contacting us at hinceindia@gmail.com. Once an order has been dispatched, it cannot be cancelled; however, you may initiate a return after delivery in line with this policy.

9.  Contact Us

For any return or refund queries, write to hinceindia@gmail.com.