Shipping policy
Refund & Return Policy
Simple, fair & transparent returns.
This Refund & Return Policy explains how returns, replacements, cancellations, and refunds are handled for orders placed on the NDERMI website.
Policy Sections
Overview Return Eligibility Non-Returnable Items Damaged Products Return Process Refunds Cancellations COD Orders ContactOverview
Refund & Return Policy for NDERMI
At NDERMI, we want every customer to have a smooth and trustworthy shopping experience. Due to the personal-use nature of skincare products, returns are accepted only under specific conditions.
Please read this policy carefully before placing an order. By purchasing from our website, you agree to this Refund & Return Policy.
Eligibility
Return Eligibility
A return or replacement request may be accepted only if the product received is damaged, defective, incorrect, missing, or leaked during delivery.
- Return or replacement request must be raised within 48 hours of delivery.
- The product must be unused, unopened, and in its original packaging wherever applicable.
- Clear photos or videos of the issue, outer packaging, invoice, and product must be shared for verification.
- The order ID, registered phone number, and delivery details must be provided.
Important: For hygiene and safety reasons, opened or used skincare products cannot be returned unless the issue is verified as damage, leakage, wrong product, or manufacturing defect.
Non-Returnable
Products Not Eligible for Return
Certain products may not be eligible for return, replacement, or refund due to hygiene, safety, and product integrity reasons.
- Opened, used, or partially used products.
- Products without original packaging, invoice, or order proof.
- Products damaged after delivery due to misuse, improper storage, or mishandling.
- Products purchased during final sale, clearance sale, or special non-returnable promotions.
- Products returned without approval from the NDERMI support team.
- Minor differences in packaging shade, texture, or design due to screen settings or packaging updates.
Damaged / Wrong Product
Damaged, Defective or Wrong Product Received
If you receive a damaged, defective, leaked, missing, or wrong product, please contact us within 48 hours of delivery.
- Share your order ID and registered phone number.
- Share clear photos or videos of the product, packaging, shipping label, and issue.
- Do not use or dispose of the product until the issue is reviewed by our support team.
- After verification, we may offer replacement, refund, or another suitable resolution.
Process
How to Raise a Return or Replacement Request
To help us resolve your issue faster, please follow the steps below.
Step 1
Contact us within 48 hours of delivery through email or phone.
Step 2
Share your order ID, registered contact details, and issue description.
Step 3
Attach clear photos or videos of the product, package, and invoice.
Step 4
Our team will review the request and confirm the next steps.
Pickup & Verification
Reverse Pickup & Product Verification
If a return pickup is approved, our logistics partner may collect the product from your address, subject to serviceability.
- Reverse pickup availability depends on your location and courier serviceability.
- If reverse pickup is not available, you may be asked to self-ship the product to the address shared by our support team.
- Returned products will be inspected after receipt.
- Refund or replacement will be processed only after successful verification.
Refunds
Refund Timeline & Method
Once your return or refund request is approved, the refund will be processed to the original payment method wherever possible.
- Prepaid order refunds may take 5–10 working days after approval, depending on bank or payment gateway timelines.
- COD order refunds may be processed through bank transfer, UPI, store credit, or another approved method.
- Shipping charges, COD charges, convenience fees, or gift-wrapping charges may not be refundable unless the issue is from our side.
- Refund timelines may vary due to banking holidays, payment gateway delays, or verification requirements.
Cancellations
Order Cancellation Policy
Orders can be cancelled only before they are packed, shipped, or handed over to the courier partner.
- Once an order is shipped, it cannot be cancelled from our side.
- If a prepaid order is successfully cancelled before shipping, the refund will be processed to the original payment method.
- NDERMI reserves the right to cancel orders due to stock issues, payment failure, incorrect pricing, incomplete address, suspected fraud, or operational limitations.
COD Orders
Cash on Delivery Orders
Cash on Delivery may be available for selected locations and order values. COD orders may be cancelled if the customer is unreachable, address is incomplete, or repeated delivery attempts fail.
- COD charges, if applicable, may not be refundable.
- Repeated refusal of COD orders may affect future COD eligibility.
- For approved COD refunds, customers may be asked to provide valid bank or UPI details.
Skin Response
Allergy, Irritation or Skin Suitability
Skincare products can react differently depending on individual skin type, routine, lifestyle, sensitivity, and existing skin conditions. Results and skin response may vary from person to person.
- Patch test is recommended before using any new skincare product.
- Discontinue use if irritation, redness, itching, burning, or discomfort occurs.
- Consult a qualified dermatologist for severe acne, allergy, irritation, infection, or medical skin conditions.
- Returns or refunds may not be accepted only because the product did not suit an individual skin type, unless there is verified damage, defect, or wrong product issue.
Offer Orders
Combo, Offer & Free Gift Orders
For combo packs, promotional offers, BOGO offers, or free gift orders, refund or replacement will be handled based on the complete order value and offer conditions.
- Free gifts must be returned along with the main product if a full return is approved.
- Partial returns may not be available for selected combos or promotional bundles.
- Offer pricing may be adjusted if only part of an order is returned or refunded.
Policy Updates
Changes to This Policy
NDERMI may update this Refund & Return Policy from time to time. Any changes will be posted on this page with the updated effective date.
Continued use of our website or placing orders after changes are posted means you accept the updated policy.
Contact
Contact Us for Return Support
To raise a return, replacement, cancellation, or refund request, contact our support team using the details below.
Brand: NDERMI
Email: care@ndermi.com
Phone: +91 9746259094
Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM
Address: NDERMI HQ, 1st Floor, Shri Ganesh Building, Kolya, Ullal, Mangaluru, Karnataka - 575020, India
Fair support. Clear process.
At NDERMI, we aim to handle genuine order issues with clarity, care, and fairness.
NDERMI — Science. Balance. Confidence.```
NDERMI HO, Thokottu Main Road-Ullala, Mangalore, Karnataka, India - 575020