Refund policy

At dewlab, we want you to love every order. This policy explains how we handle returns, refunds and cancellations.

1. Returns
We accept returns only if the item you received is damaged, defective, wrong (not what you ordered), expired or not genuine. For hygiene reasons, skincare can't be returned for change of mind, because it didn't suit your skin, or for any other reason.

2. Damaged, defective, wrong, expired or not genuine items
Report it within 7 days of delivery through any of the channels on our Contact information page, with your order number and:
• an unedited unboxing video clearly showing the parcel being opened from its sealed condition, the shipping label, and the product and its problem;
• for an item you believe is not genuine: clear photos of the seal, the batch code on the tube and the carton.

Claims without this proof, or reported more than 7 days after delivery, may not be eligible.

If we approve your claim, we'll resolve it in this order:
1. Free replacement of the correct item, at no extra cost.
2. Store credit of equal value, if a replacement isn't possible.
3. Refund to your original payment method, if neither a replacement nor store credit suits you.

If we need the item back, we'll arrange the pickup. Please don't send anything back without our approval.

3. Items that can't be returned
• Opened or used products (unless the product itself is defective)
• Products that simply didn't suit your skin
• Clearance or sale items, unless damaged, defective or wrong
• Free gifts and samples
• Gift cards

4. Order cancellations
• Any order can be cancelled before it is shipped, free of charge. Prepaid orders are refunded in full.
• Once an order is shipped, it can't be cancelled.

5. Refunds
Refunds apply only to:
• approved cancellations made before shipping;
• approved claims under section 2;
• failed or duplicate payments.

Refunds are made to the original payment method (card, UPI, netbanking or wallet) or as store credit where you choose it. Please allow 7–10 business days after approval; your bank may take a few more days to show the amount.

If you used the extra 15% prepaid discount or any coupon, we refund the amount you actually paid.

6. Cash on delivery (COD) orders
COD orders are refunded only for approved claims under section 2. We'll ask for your bank account or UPI details to send the refund.

7. Failed or duplicate payments
If a payment fails but money is deducted, or you're charged twice, the extra amount is refunded automatically to the original payment method within 7–10 business days. If it hasn't arrived after that, contact us with the transaction details.

Contact us
For returns, refunds or cancellations, reach us through any of the channels on our Contact information page.