Payment Policy

How you can pay, what you are charged, and what happens when a payment goes wrong.

What you want to knowThe short answer
How you can payPrepaid only: UPI, credit and debit cards and net banking
CurrencyIndian Rupees (₹) only
TaxesAll prices include GST. Nothing is added at checkout: shipping is free on every order in India.
SecurityPayments are processed by Cashfree Payments. We do not store your card details.
Money debited, no orderIt is reversed to the same account or card. See section 4.
RefundsBack to the original payment method, 5–7 business days to original payment method

Last updated: 18 October 2026

The table is a summary. The numbered sections below are the full policy, and they are what applies to your order.

1. How You Can Pay

  1. This Payment Policy applies to every order placed on myskinmatters.in. The site is operated by KIEVORA Private Limited, First Floor, G-79, Ashok Vihar Phase-1 Road, New Delhi 110052 (“Skin Matters”, “we”, “us”).
  2. We accept the following payment methods:
MethodDetails
UPIAny UPI app. Pay by UPI ID, by QR code or by approving the request in your app.
Credit and debit cardsVisa, Mastercard, RuPay, American Express, issued in India.
Net bankingThe banks shown at checkout
  1. The methods available for your order are the ones shown at checkout. A method can be temporarily unavailable if the bank, the UPI network or the payment gateway has an outage.
  2. A prepaid order is confirmed only when we receive a successful payment confirmation from the payment gateway. Until then, no order exists and no stock is held for you.
  3. You must be authorised to use the card, account or wallet you pay with. By paying, you confirm that the payment instrument is yours or that you have the owner’s permission.
  4. Your bank, card issuer, UPI app, wallet or pay-later provider may have its own terms, limits and charges. Those are between you and them. We do not control them and we do not receive them.
  5. We do not accept cheques, demand drafts, direct bank transfers to a personal account, or payment through any link not generated by myskinmatters.in or Cashfree. We will never ask you to pay into a personal UPI ID or bank account.

2. Currency, Prices and Taxes

  1. All prices on myskinmatters.in are in Indian Rupees (₹). We charge in Indian Rupees only.
  2. The Maximum Retail Price (MRP) of the SKIN MATTERS Gentle Gel Cleanser, 50 ml, is ₹499, inclusive of all taxes. This is the MRP printed on the pack, as required by the Legal Metrology (Packaged Commodities) Rules, 2011. We will never charge more than the MRP for the product.
  3. The selling price on the site is ₹399. The selling price also includes GST (Goods and Services Tax).
  4. Shipping is free, so nothing is added to the selling price. It is shown as a separate line at checkout before you pay. See our Shipping Policy.
  5. The price you pay is the price shown at checkout when you place the order. If we change the price later, the change does not affect an order you have already placed.
  6. We may change prices and offers at any time for future orders, without notice.
  7. If a price on the site is clearly wrong because of a technical or typing error, we may cancel the affected order before dispatch. We will tell you and refund in full any amount you paid. We will not dispatch at a higher price without your agreement.

3. Payment Security

  1. Online payments on myskinmatters.in are processed by Cashfree, a third-party payment gateway. When you pay, your card, UPI, net banking or wallet details are entered on the gateway’s secure page or module, not into our systems.
  2. We do not store your card number, CVV, expiry date, card PIN, UPI PIN, net banking password or one-time password (OTP). We never see them.
  3. Cashfree is PCI DSS compliant. PCI DSS is the security standard that card networks require of anyone who handles card data.
  4. The site uses an encrypted connection (HTTPS). You can check this by looking for the padlock next to the address in your browser.
  5. If you choose to save a card for next time, the card is saved as a token by the payment gateway and the card network, in line with the Reserve Bank of India’s rules on card storage. A token is a stand-in code that is useless outside that checkout. We hold no card number.
  6. What we do receive from the gateway is limited: whether the payment succeeded, the amount, the payment method type, a transaction reference, and for cards, the last four digits and the network. We use this to confirm orders, issue refunds and answer your questions. How we handle personal data is set out in our Privacy Policy.
  7. Card payments in India usually need a second step, such as an OTP sent by your bank. That step is run by your bank, not by us.
  8. We will never call, email or message you asking for your full card number, CVV, PIN or OTP. If someone does this in our name, do not share anything, and tell us at contact@myskinmatters.in.
  9. Keep your account password and your devices secure. If you think your Skin Matters account or a payment made on the site was used without your permission, tell us and your bank immediately.

4. Failed, Pending or Double-Debited Payments

Payment failed, but money was debited

  1. This usually happens when the connection between your bank and the payment gateway drops midway. No order is created.
  2. In most cases your bank or UPI app reverses the amount automatically. You do not need to do anything. The reversal usually reaches your account within 5–7 business days. The exact time depends on your bank.
  3. Check your email and messages before paying again. If you have an order confirmation, the payment went through.
  4. If the money has not come back after that period, write to us with the details listed below. We will trace the transaction with Cashfree and reply within 24 working hours.

Charged twice for one order

  1. If you were debited twice and only one order was created, the extra payment is refunded in full to the same payment method, 5–7 business days to original payment method.
  2. If two orders were created by mistake, tell us before dispatch and we will cancel the one you do not want and refund it in full.
  3. Where the gateway shows the duplicate, we start the refund ourselves without waiting for you to write in. If you spot it first, tell us.

Payment shows as pending

  1. A pending payment has neither succeeded nor failed yet. This is most common with UPI.
  2. Wait 30 minutes before trying again. A pending payment will either complete, in which case you get an order confirmation, or fail, in which case any debited amount is reversed as described above.

What to send us

  • Your name, and the email and phone number used at checkout
  • Date, approximate time and amount of the payment
  • Payment method used: UPI, card, net banking or wallet
  • The transaction reference: UPI reference number (UTR), bank reference number or gateway payment ID
  • A screenshot of the debit message or the statement entry, with anything sensitive hidden

Never send us your full card number, CVV, PIN or OTP. We do not need them to trace a payment.

Report a payment problem

5. Discount Codes and Offers

  1. Only one discount code can be used per order. Codes cannot be stacked.
  2. A discount code cannot be combined with another code or any other offer, unless that offer’s own terms say it can.
  3. Enter the code in the discount field at checkout before you pay. A code cannot be applied to an order after it has been placed, and we cannot refund the difference for a code you forgot to enter.
  4. Every code has its own conditions, such as an expiry date, a minimum order value or a usage limit. These are stated wherever the code is published. A code that has expired or reached its limit will not work.
  5. Discounts apply to the product price. Shipping is already free on every order.
  6. Codes have no cash value. They cannot be exchanged for money, sold or transferred, and they are not reissued if an order is cancelled or returned, unless the cancellation was because of a fault on our side.
  7. If a discounted order is refunded, the refund is the amount you actually paid, not the price before the discount.
  8. We may withdraw or change a code or offer at any time for future orders. We may cancel an order, before dispatch, where a code was used in breach of its conditions, obtained from an unauthorised source, or used through multiple accounts to get around a one-per-customer limit. Any amount paid is refunded in full.

6. How Refunds Are Paid

  1. This section explains how a refund reaches you.
  2. Refunds go back to the original payment method. We cannot send a refund for a prepaid order to a different card, account or person.
You paid byYour refund goes to
UPIThe same bank account linked to the UPI ID you paid from
Credit or debit cardThe same card
Net bankingThe same bank account
  1. Refund time: 5–7 business days to original payment method. This is counted from the day we approve the refund. We start the refund on our side and send you a confirmation with a refund reference. After that, the time taken to show in your account depends on your bank or card issuer.
  2. Card refunds can appear as a credit on your next statement rather than as a separate entry on the day.
  3. If the original payment method is closed or no longer valid, tell us before the refund is started. Your bank will usually redirect the amount to you. If it bounces back to us, we will arrange another route after verifying your identity.
  4. Where a refund is due, the shipping charge is refunded along with the product price if the refund is because of a fault on our side. In other cases, they are refunded only where the relevant policy says so.
  5. If your refund has not reached you after the period in clause 3, send us the refund reference. We will check with Cashfree and give you the bank reference number (ARN or UTR), which your bank can use to locate the credit.

7. Fraud Checks and Order Verification

  1. To protect customers and ourselves from misuse of cards, accounts and offers, every order goes through automated checks by us and by Cashfree.
  2. We may contact you by phone call, SMS, WhatsApp or email to verify an order before dispatch. This is more likely for multiple orders to one address in a short time, or an order whose billing and delivery details do not match.
  3. A verification call only confirms your name, order and delivery address. We may also ask you to confirm that you placed the order.
  4. While an order is being verified, dispatch is on hold. If we cannot verify the order within a reasonable time, we may cancel it. Any amount paid is refunded in full, 5–7 business days to original payment method.
  5. We may refuse or cancel an order, before dispatch, if we have reasonable grounds to believe that the payment is unauthorised, the order is for resale without our agreement, an offer is being abused, or the details given are false. We will tell you when we do this.
  6. If a payment is disputed with the bank (a chargeback) after the product has been delivered, we will share the order, payment and delivery records with Cashfree and the bank so the dispute can be decided. If something is wrong with your order, please write to us first. It is almost always faster than a bank dispute.
  7. We may report suspected fraud to the payment gateway, the bank concerned and law-enforcement authorities, and share relevant records with them as the law permits or requires.

Our team will never ask for your OTP, CVV, card PIN, UPI PIN or net banking password, and will never ask you to install an app or approve a UPI “collect” request to receive a refund. If a caller does any of this, end the call and write to contact@myskinmatters.in.

8. Invoices

  1. Every order comes with a tax invoice issued by KIEVORA Private Limited, GSTIN 07AANCK1106B1Z2, CIN U86901DC2026PTC473754.
  2. The invoice is emailed and included in parcel.
  3. The invoice shows the product, quantity, MRP, discount if any, the price you paid, the GST included in that price, any shipping charge, and the payment method.
  4. Keep your invoice.
    • If you need a copy, write to contact@myskinmatters.in with your order number, or download it from your order history if you have an account.
    • If you want your business GSTIN on the invoice, write to contact@myskinmatters.in before you place the order. A GSTIN cannot be added or changed after the invoice has been issued.
    • If anything on your invoice is wrong, tell us within 7 days of delivery and we will correct it where the law allows.

9. Changes to This Policy and Governing Law

  1. This policy should be read with our Terms & Conditions, Shipping Policy, Return, Refund & Cancellation Policy and Privacy Policy.
  2. We may update this policy from time to time, for example when we add a payment method or change a fee. The updated version is posted on this page with a new “Last updated” date. The version in force on the date you placed your order applies to that order.
  3. Payment services are provided by Cashfree and by your bank, card issuer, UPI app or wallet. We are responsible for our own obligations under this policy. We are not responsible for an outage, delay or error in a system run by a bank or payment provider, but we will help you trace any payment made on our site.
  4. This policy is governed by the laws of India, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000. The courts at New Delhi have jurisdiction over any dispute.
  5. If any part of this policy conflicts with a right you have under Indian consumer law, the law applies.

10. Questions About a Payment

Send us your order number or transaction reference and we can usually find the payment in minutes.

ChannelDetails
Emailcontact@myskinmatters.in
Phone / WhatsApp+91-9310078182
Support hoursMon–Sat, 10 am–6 pm IST
Response timeWithin 24 working hours

Not resolved

If our support team has not resolved your payment complaint, you can write to our Grievance Officer: Shubham Mishra, CEO, KIEVORA Private Limited, contact@myskinmatters.in, +91-9310078182. The Grievance Officer will acknowledge your complaint within 48 hours and resolve it within one month of receiving it, as required by the Consumer Protection (E-Commerce) Rules, 2020. Details are on our Grievance Redressal page.

KIEVORA Private Limited, First Floor, G-79, Ashok Vihar Phase-1 Road, New Delhi 110052.

Contact us
Chat with us