Refund policy

 

Effective Date: 27 August 2026

At NIO Skincare, we take care to ensure that products are packed and delivered in good condition. Please read the following conditions before requesting a return or refund.

  1. Return Request Period

A return request must be submitted within 7 days of receiving the order.

For products received damaged, leaking, defective, expired, or incorrect, please contact us within 48 hours of delivery.

  1. Return Eligibility

A product may be accepted for return only when it is:

  • Unopened and unused
  • In good and resalable condition
  • In its original packaging
  • Supplied with its original seal, labels, invoice, accessories, and free gifts
  • Returned without any damage caused after delivery

Every returned product will be inspected before the return and refund are approved.

  1. Non-Returnable Products

For hygiene and safety reasons, we do not accept returns for:

  • Opened or unsealed products
  • Used or tested products
  • Products damaged after delivery
  • Products with damaged or missing packaging
  • Products without original labels, seals, accessories, or free gifts
  • Products damaged because of misuse, improper handling, or incorrect storage
  • Products returned without proof of purchase
  • Products returned after the applicable return period

Once a skincare or cosmetic product has been opened or used, it cannot be returned because of a change of mind, fragrance preference, shade mismatch, allergic reaction, or the product not suiting an individual’s skin.

This restriction does not affect the customer’s legal rights when a product is received damaged, defective, expired, or different from what was ordered.

  1. Damaged, Defective, Expired, or Incorrect Products

If you receive a damaged, leaking, defective, expired, or incorrect product, contact us within 48 hours of delivery and provide:

  • Your name and order number
  • A clear photograph of the outer package
  • Clear photographs or video of the affected product
  • A photograph of the batch number and expiry date, where applicable
  • An unboxing video, if available

Please do not use or dispose of the product until we have reviewed your request.

After verification, we may offer a replacement, return, or refund, depending on the circumstances and product availability.

  1. Return Procedure

To request a return:

  1. Contact us through WhatsApp, phone, or email.
  2. Provide your order number and reason for return.
  3. Submit the required photographs or video.
  4. Wait for confirmation and return instructions.
  5. Pack the approved product securely with all original contents.
  6. Return the product using the method provided by us.

Products returned without prior approval may not be accepted.

  1. Return Shipping Charges

NIO Skincare will bear the approved return shipping cost if:

  • The wrong product was supplied
  • The product was defective or expired
  • The product was damaged when delivered

For any other eligible return, the customer may be responsible for the return shipping cost.

Original shipping charges are non-refundable unless the return is caused by an incorrect, defective, expired, or damaged-on-delivery product supplied by us.

  1. Product Inspection

Once the returned product reaches us, we will inspect its condition, packaging, seals, labels, accessories, and accompanying items.

We will notify you whether the return and refund have been approved or rejected.

If a product does not meet the return conditions, the return may be rejected. The product may be sent back to the customer, and additional delivery charges may apply.

  1. Refund Timeline

Approved refunds will be initiated within 7 days after the returned goods have been received and inspected by us.

Refunds will normally be issued to the original payment method. The customer’s bank, card issuer, UPI provider, or payment gateway may require additional time to credit the amount.

  1. Refund Amount

The refund will be based on the amount actually paid for the approved returned product.

Original and return shipping charges may be deducted where the customer is responsible for the return.

  1. Discounted Orders and Free Gifts

Refunds for discounted products will be based on the amount actually paid.

If returning an item makes the remaining order ineligible for a discount, promotional offer, or free gift, the value of that benefit may be adjusted from the refund.

Any free gift supplied with the returned product must also be returned unused and in its original condition.

  1. Cancelled or Unavailable Orders

If NIO Skincare cancels a prepaid order or cannot supply an ordered product, the applicable amount will be refunded to the original payment method.

  1. Cash-on-Delivery Refunds

Where applicable, approved refunds for cash-on-delivery orders may be issued by bank transfer, UPI, or another available method.

Customers must provide accurate refund information. NIO Skincare is not responsible for delays caused by incorrect bank or UPI details.

  1. Contact Us

NIO Skincare
Operated by: Nio Pharmcy
Website: https://nioskincare.in

Head Office – Chavakkad Branch
Hospital Road, Friendship Nagar
Chavakkad, Kerala 680506, India
Phone/WhatsApp: +91 88914 40144

Muthukulam Branch
Opposite Kerala Gramin Bank, North P.O.
Muthukulam, Kerala 690506, India
Phone/WhatsApp: +91 94002 67363