Last updated: 18 October 2026. Applies to orders placed on myskinmatters.in.
This policy covers three things: sending back a product that arrived faulty, getting your money back, and cancelling an order. It is written to be read. The table gives you the short version. The numbered sections below it are the full terms.
| Situation | What you can do | Time limit | What you get |
|---|---|---|---|
| Tube arrived damaged, leaking, expired, or with the seal broken | Raise a return request | 7 days from delivery | Free replacement or full refund, your choice |
| You received the wrong item, or an item is missing | Raise a return request | 7 days from delivery | Correct item sent free, or full refund |
| You want to cancel and the order has not left us | Cancel online | Before dispatch | Full refund |
| You want to cancel and the order is already dispatched | It cannot be cancelled. You may refuse the delivery | At the doorstep | Prepaid refund after the parcel is back with us, see section 9 |
| You opened it and simply changed your mind | Not returnable | — |
Refunds on prepaid orders: 5–7 business days to original payment method.
1.1 This policy applies to every order for the SKIN MATTERS Gentle Gel Cleanser (50 ml) placed on myskinmatters.in. The site is run by KIEVORA Private Limited, First Floor, G-79, Ashok Vihar Phase-1 Road, New Delhi 110052. In this policy, “we”, “us” and “our” mean KIEVORA Private Limited. “You” means the person who placed the order.
1.2 If you bought the product from another website, app or shop, the return policy of that seller applies, not this one. Our listings on Flipkart, Amazon and Meesho are coming soon.
1.3 “Delivery” means the date our courier partner marks your parcel as delivered. Every time limit in this policy is counted from that date. You can see it on Track your order.
1.4 “Dispatch” means the moment the parcel is handed to the courier. We dispatch orders within 24–48 hours.
1.5 This policy is part of our Terms & Conditions. Nothing in it limits any right you have under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.
2.1 You can return the product, for a free replacement or a full refund, if any of these is true when it reaches you:
2.2 The request must reach us within 7 days from delivery.
2.3 Apart from opening the parcel to check it, the product must be unused. If you have already used the product and it does not suit you, this section does not apply. See section 3.
2.4 If the outer courier bag is torn, open or re-taped when it arrives, tell the delivery person, note it on the proof of delivery if you can, and take a photo before you open it. You can also refuse the parcel. We will send a new one or refund you.
3.1 A face cleanser is a personal care product. Once a tube has been opened and used, we cannot check it, clean it or sell it to someone else. For that hygiene reason, we do not take back:
3.2 An unopened, sealed tube that you no longer want is not returnable once it has been delivered. If you change your mind before the parcel reaches you, see section 8 and section 9.
3.3 If we reject a request, we will tell you why in writing. If you disagree, you can escalate it. See section 11.
Used it and it did not work for your skin?
4.1 Follow these steps within 7 days from delivery.
Or message us on WhatsApp at +91-9310078182. Support hours are Mon–Sat, 10 am–6 pm IST.
4.2 What to send:
4.3 About the unboxing video. An unboxing video is one continuous clip that starts with the sealed parcel and its shipping label and ends with the product in your hand. It is the fastest way for us to approve a claim. It is required if you report a missing item or an empty parcel. For damage, leakage, a wrong item, an expired product or a broken seal, clear photos are enough, but a video helps.
4.4 Send your bank or UPI details only to the email address or WhatsApp number shown on this page. We will never ask for your card number, CVV, UPI PIN or an OTP to process a refund.
Email us: contact@myskinmatters.in
5.1 Here is what happens after you write to us.
| Stage | Time |
|---|---|
| You raise the request | 7 days from delivery |
| We acknowledge it | Within 24 working hours |
| We check your proof and decide | 2 working days from complete proof |
| Replacement is dispatched, if you chose one | Within 24–48 hours of approval |
| Replacement reaches you | 3–7 business days from dispatch |
| Refund is initiated, if you chose one | 2 working days from approval |
| Refund reaches you | 5–7 business days to original payment method |
5.2 If we need more photos or details, the clock in 5.1 starts when we receive them.
5.3 Do you have to send the product back? For a damaged or leaking tube, usually not. Photos are enough, and we will ask you to dispose of it. For a wrong or expired item, we may arrange a pickup from your address through our courier partners, at our cost. If pickup is not available at your pincode, we will ask you to courier it and will repay the courier cost against the receipt.
5.4 If we arrange a pickup, keep the product in its original carton and hand it over within 3 pickup attempts.
6.1 If your request is approved, the choice is yours.
6.2 We do not charge any fee for approving a return of a faulty or wrong product.
7.1 How you are refunded depends on how you paid.
| How you paid | Where the refund goes | How long |
|---|---|---|
| Prepaid: UPI, card or net banking through Cashfree Payments | The same account, card or wallet you paid from | 5–7 business days to original payment method |
7.2 When the clock starts. The refund time is counted from the day we initiate the refund, not the day you raise the request. We will send you a confirmation with a reference number when we initiate it.
7.3 If the money has not arrived. Banks and card networks sometimes take a few extra working days to show a credit. If you do not see it after the time in 7.1, write to us with your order number. We will share the refund reference number so your bank can trace it.
7.4 We do not issue refunds as store credit or coupons unless you ask for that.
8.1 You can cancel your order at any time before dispatch. We dispatch within 24–48 hours, so the window is short. If you want to cancel, do it as soon as you decide.
8.2 To cancel, use the form on Cancel Order, or write to contact@myskinmatters.in with your order number.
8.3 We do not charge a cancellation fee.
8.4 Prepaid orders. The full amount you paid, including any shipping fee, is refunded in 5–7 business days to original payment method.
8.5 If we cancel. We may cancel an order if the product is out of stock, the pincode cannot be served, the payment fails or is flagged, the address or phone number cannot be verified, or the price shown was an obvious error. We will tell you by email or SMS and refund any amount you paid in full.
8.6 If you only need to correct the address or phone number, you do not need to cancel. See Cancel Order for how to change it before dispatch.
9.1 Once an order is dispatched, we cannot cancel it or call it back. The parcel is with the courier.
9.2 If you no longer want the order, you can refuse the parcel when the courier brings it. Do not accept it and do not open it. It then comes back to us. This is called RTO, short for “return to origin”.
9.3 A parcel also becomes RTO if the courier cannot deliver it after 3 attempts, because the address is incomplete, the phone is unreachable or nobody is available to receive it.
9.4 Prepaid orders that come back as RTO. We refund you after the parcel reaches our warehouse and we confirm it is sealed and unopened. It is paid in 5–7 business days to original payment method from the day the parcel is back with us. A parcel usually takes 7–10 business days to return.
9.5 Want it sent again? If the parcel came back because we could not reach you, write to us within 7 days of the RTO. We can send it again to a corrected address.
9.6 Parcel accepted, then unwanted. If you accept the delivery and then change your mind, section 3 applies. An unused tube with a fault is covered by section 2.
9.7 For delivery times, attempts and courier details, see the Shipping Policy.
10.1 We approve claims on the proof you send. We may ask for more photos, the unboxing video or the product itself before we decide.
10.2 We may refuse a claim if the proof does not match the order, if the batch number is not one we sold through myskinmatters.in, if the product shows signs of use that do not fit the claim, or if the same customer, address or payment account raises repeated claims that we cannot verify.
10.3 If a claim is refused, we will give you the reason in writing. You can reply with more information, or escalate under section 11.
10.4 We may update this policy. The version in force on the day you placed your order applies to that order. The date at the top of this page shows the latest change.
11.1 Customer support. For any return, refund or cancellation question:
Always include your order number. It saves a round of emails.
11.2 Grievance Officer. If you are not satisfied with the answer from support, write to our Grievance Officer:
As required by the Consumer Protection (E-Commerce) Rules, 2020, the Grievance Officer will acknowledge your complaint within 48 hours and resolve it within one month of receiving it. More on the process: Grievance Redressal.
11.3 You can also contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in.
11.4 This policy is governed by the laws of India. Subject to your rights under the Consumer Protection Act, 2019, the courts at New Delhi have jurisdiction over any dispute under it.