Return And Exchange Policy

Returns & Exchange Policy

We want you to shop with confidence. If you receive a damaged, defective, incorrect, or eligible product, we're here to help. Please read our Returns & Exchange Policy below to understand the eligibility, process, and timelines.

Return Policy

Return Window

Returns can be requested within 7 days from the delivery date as recorded by our logistics partner.

Eligible for Return

  • Product received in damaged or broken condition.
  • Wrong product delivered.
  • Product expired or past its best-before date.
  • Sealed product with a manufacturing defect.
  • Allergic reaction (with medical documentation). Approved requests are eligible for store credit only.

Not Eligible for Return

  • Opened or partially used products.
  • Change of mind (including fragrance or texture preference).
  • Incorrect product ordered by the customer.
  • Products purchased during sales or promotional offers.
  • Opened gift sets or combo packs.

Return Conditions

  • Return request must be raised within 7 days of delivery.
  • Product must be returned in its original packaging with all seals, cartons, instruction leaflets, and free gifts intact.
  • An unboxing video or clear photographic evidence is mandatory when submitting the request.
  • Returns without prior approval and an RMA (Return Merchandise Authorization) number will not be accepted.

Allergic Reaction Policy

If you experience an adverse reaction after using an Episenz product:

  • Discontinue use immediately and consult a dermatologist.
  • Email wecare@episenz.com within 7 days of first use.
  • Include a description of the reaction, photographs of the affected area, and a doctor's note (if available).
  • After review, we may issue store credit equivalent to the product value. Refunds to the original payment method are evaluated on a case-by-case basis with medical documentation.

Return Process

  1. Email wecare@episenz.com with the subject Return Request — Order #[Order Number] within 7 days of delivery.
  2. Attach clear photographs or an unboxing video showing the issue.
  3. If approved, you will receive an RMA number within 48 business hours.
  4. Repack the product in its original packaging and clearly mention the RMA number on the outer package.
  5. Ship the parcel to our warehouse. Refund or replacement will be processed within 2 business days after successful quality inspection.

Return Shipping

  • Episenz Error (wrong product, transit damage, or manufacturing defect): Pickup and shipping are arranged and paid for by Episenz.
  • Customer-Initiated Return: Return shipping charges are borne by the customer.

Return Address:
Episenz Skin Science Private Limited
802 C3, 8th Floor, A Wing,
Pinnacle Corporate Park, BKC G Block,
Bandra East, Mumbai – 400051

Exchange Policy

Exchange Window

Exchange requests can be raised within 7 days from the delivery date.

Eligible for Exchange

  • The same product in a different variant (size or format), subject to availability.
  • A product of equal or higher value by paying the price difference.

Note: We do not offer downgrade exchanges. If you wish to purchase a lower-priced product, please return your item (if eligible) and place a new order.

Not Eligible for Exchange

  • Opened, used, or unsealed products.
  • Products purchased during sale or promotional offers.
  • Items without original packaging, seals, labels, or tags.

Exchange Process

  1. Email wecare@episenz.com with the subject Exchange Request — Order #[Order Number] within 7 days of delivery.
  2. Attach clear photographs or an unboxing video.
  3. Receive your approved RMA number within 48 business hours.
  4. Repack the item in its original packaging with the RMA number clearly mentioned on the parcel.
  5. Your replacement product will be dispatched within 2–5 business days after successful quality inspection.

Exchange Shipping

  • Episenz Error: We arrange pickup and ship the replacement at no additional cost.
  • Customer-Initiated Exchange: Return shipping is borne by the customer. A standard re-shipping fee may apply for dispatching the replacement.

Availability

All exchanges are subject to stock availability. If the requested variant is unavailable, we will offer either a refund or Episenz Store Credit.

Need Help?

Email: wecare@episenz.com

Return Subject: Return Request — Order #[Your Order Number]

Exchange Subject: Exchange Request — Order #[Your Order Number]

Response Time: Within 48 business hours

Support Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST