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Applicability Of Policy
1.1. By using Sephora India Platform and/or initiating a request for the purchase of Product(s) on the Sephora India Platform, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the Sephora India Platform.
1.2. Please note that we may from time to time change the terms of the Policy that govern your return, refund or cancellation of an order for Products on the Sephora India Platform. Every time you wish to use the Sephora India Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.
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Terms Of Cancellation of Products
2.1. You can cancel orders for Products partially or fully prior to issuing and processing of the invoice in relation to such Products by us. Orders cannot be cancelled once the invoice has been processed and issued.
2.2. In case you change your mind in relation to a particular order of the Products, you may cancel the placed purchase order, However, once the Products have been dispatched, and you want to cancel the order, you may reach out to customer support and request for order cancellation .
2.3. The user can raise a request for cancellation for one or all Products, except where the Products purchased are part of a (i) package of other Products, or (ii) if the Products are a part of a promotional package (i) and (ii) collectively referred to as a (“Combo Pack”). If you raise a request for cancellation, the combo pack will stand cancelled as a whole.
2.4. The request for cancellation of the order can be made by cancelling the order from the ‘Orders’ section by using the order tracking number, or by calling our customer care number, or any other method, as may be intimated by Reliance to you from time to time.
2.5. On receipt of the cancellation request prior to issuing and processing of the invoice we shall cancel the order and initiate the refund for the Products within 2 (two) business days from the receipt of the cancellation request from you. The amount shall be refunded to you through the same mode of payment used by you for the purchase which can be used for subsequent purchases. All refunds shall be subject to applicable policies and charges of the User’s bank/ financial institution.
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Terms Of Cancellation of Products
3.1. You may initiate the return of Products within 14 (fourteen) days of receipt of the order. We would accept the request for the return of such a product subject to the terms of this policy.
3.2. If you initiate a return of one or more Products in a combo pack then we will initiate return of the Combo Pack as a whole and not individual Products in the combo pack, subject to the terms of this policy. Therefore, if you intend to return one or more Products in a combo pack, then you are required strictly not to open or use any other Product(s) in the relevant combo pack. We reserve the right, at our sole discretion, to reject return request of a combo pack if the Products in the combo pack have been opened/used by you.
You agree that Reliance will not process return requests for the following reasons:
(a) Product is damaged due to misuse/overuse;
(b) Product is received in physically damaged condition;
(c) Product is used or altered by the user;
(d) Returned without original packaging including, price tags, labels, original packing, freebies and other accessories, or if original packaging is damaged;
(e) Serial Number and/ or the bar code is tempered by the user;
(f) Product is defective and not covered under Seller/Manufacturer’s warranty;
(g) If the Product belongs to non-returnable Product category;
(h) Request is initiated beyond 14 (fourteen) days of order delivery;
(i) Product ordered was customized on demand.
Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a Non-Compliant Product and will not be considered a quality problem. We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.3.4. If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the Sephora India Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged, defective or non-Compliant Product received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.
3.5. Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Products, such as the Product being returned in original condition (including water seal stickers in case of fragrances), along with the price tag intact including original packaging of the product, the brand outer packaging of the non-compliant Product and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.
3.6. Please note for certain marketing campaigns or mega sale periods, special return/ refund rules may apply. Information regarding this is visible on the promotion banner.
3.7. All our packages come with tamper-proof packaging. Please ensure that you do not accept packages where the seal is tampered. Acceptance of a tampered or damaged package will automatically disqualify you from any return claims for physically damaged/defective Products, an incorrect product, or missing accessories.
3.8. At the time of raising a request for return or cancelling the Products on the Sephora India Platform, you may seek refund for the Product. Such refund will be made to the you only in the even the payment has been received by us for the Product.
3.9. Please be informed that for Products, for which you had opted for ‘Cash on Delivery’ as a payment mode, you will receive refunds in your bank account. You will be requested to share your bank details by filling out the pop-up form that appears on the website/app while raising the return request for us to process the refund. Please note that we do not make any cash refunds.
3.10. Please be informed that when you opt to cancel or return the Products, upon our verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of two to four (2 to 4) business days from the date we receive the Products at our warehouse and verify the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by us are fulfilled, such as the Product being returned in original condition, along with the price tag intact including original packaging of the product, the brand outer packaging of the non-compliant Product and all accessories therein. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. The refund amount will be credited to the original payment mode opted by you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.
3.11. We do not make any cash refunds. Please be informed that for Products, for which you had opted for ‘Cash on Delivery’, as a payment option, you will receive refunds in your bank account (as per the bank account details provided by you to us). The amount will be refunded to you within two to four (2 to 4) business days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.
3.12. The amount claimed as the refund will be refunded to you within 15(fifteen) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we would be happy to help.
3.13. Refund to be made to the User shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion) we may refund the shipping charges to you. You will be provided with a refund if you have received a non-returnable Product in a damaged or defective condition subject to verification and examination of the damage or defect of the Product by us.
3.14. We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.
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Customer Support Team:
Any queries or concerns relating to the Fees and Payment may be directed by you to our customer support team who can be contacted at:
Contact Details:
Customer care no.: 9885140140
Email id : [email protected]
Contact Us Form
Reliance Luxe Beauty Limited, a company incorporated under the provisions of the Companies Act, 2013, which has its office at Main Building, Arvind Limited Premises, Naroda Road, NA, Ahmedabad, Ahmedabad- 380025, Gujarat, India (“Reliance”, “we”, “us” or “our”) is managing and operating the website, and mobile or tablet applications https://sephora.in (collectively referred to as “Sephora India Platform”), through which inter alia facilitate the sale and purchase of various beauty and personal care products (“Products”) to the customers of the Sephora India Platform (“Customer” or “user” or “users” or “you” or “your”).
We aim to provide the best user experience to our users beginning from placing an order to initiating a cancellation/return/refund. While transacting on Sephora India Platform, you can expect a hassle-free experience in returning, or cancelling the Product that you have orde red and can rely on us as your preferred shopping destination.
The cancellation, and refund policy (“Policy” or “Policy”), together with the Terms and Conditions (accessible here) sets Terms and Conditions set out in Reliance’s policies and processes for (a) accepting Product cancellation, (b) accepting returns, or (c) processing refund thereof.