Return & Refund Policy

Return policy

At HP Derma, we want you to feel confident and secure when shopping with us. That’s why we’ve made our return and exchange process simple, transparent, and fair.

Returns are accepted under two categories:

  • Category A – Product concern returns
  • Category B – General returns

Please review the conditions below to understand which category your request may fall under and how to proceed:

  • Category A. Product Concern Returns

If your order is affected by any of the following issues, you are eligible for a return under Category A, provided the request is raised within 2 (two) days from the date of delivery/receiving the product/order:

  • Damaged or broken product
  • Incorrect or wrong item received
  • Product missing from package
  • Delivered empty box
  • Expired product 
  • Used, opened, or tampered product
  • Concerns regarding authenticity or product quality

Return conditions for Category A (Product concerns return)
To qualify for a return under Category A, the following conditions and requirements must be met in full:

  • Timely Return Request - The return request must be raised within 2 (two) days from the date of delivery.
  • Unboxing Video (Mandatory) - To validate your claim, you are required to provide an unboxing video that includes:
  1. A 360° view of the sealed package before opening
  2. Clear visibility of the HP Derma-branded seal or tape
  3. Uninterrupted footage showing the full unboxing process, from start to finish
  4. Clear capture of the issue (e.g., damaged item, missing product, incorrect delivery)
  5. A close-up of the Unique

Please note: Return requests that do not include a valid unboxing video as per our guidelines may be deemed ineligible for processing.

  • Returned Product Condition: Returned products/orders must:
    1.Be in their original packaging
    2.Have intact labels, barcodes, unique HP Derma ID and safety seals
    3.Not be used, opened, or tampered with beyond the reported issue
  • Category B: General Returns

Changed your mind? No worries! If you’d like to return a product for any reason not related to product concerns mentioned in Category A, like simply not needing it anymore, you can place a return request within 2 (two) days of delivery, as long as the product is unused, unopened, and in its original packaging with all seals and
labels intact.

Return conditions for Category B (General returns)
To qualify for a return under Category A, the following conditions and requirements must be met in
full:

  • Return Eligibility Window: Return request must be raised within 2 (two) days from the date of delivery.
  • Product Condition Requirements:
    To be eligible for return under Category B, the product must
    1.Product must be unused and unopened
    2.Must be in its original packaging
    3.All seals, barcodes, Unique HP Derma ID and labels must be intact
    4.Product must not be damaged, altered, or tampered with.
  • Return Charges: For general (non-defective) returns:
    1. In case of a replacement request, a ₹150 re-shipping fee will apply (subject to stock availability).
    2. Non-Acceptance Conditions: Returns will not be accepted if the product has been used, damaged, opened, or altered in any way.

Non-Returnable Products:  To ensure product integrity, customer safety, and compliance with applicable legal and hygiene standards, the following items and conditions are strictly non-returnable and non-exchangeable, irrespective
of the reason for return:

  • The product has been used, opened, altered, or tampered with.
  • The item is returned without its original packaging, or is missing essential tags, seals, accessories, or documentation.
  • The order/ product’s serial number, barcode, unique HP Derma ID or safety seal is missing or has been tampered with.
  • The return request is initiated after the eligible return window has expired, as
    defined under Category A or B.
  • Products with a shelf life or expiry of less than 4 to 6 months from the date of order are not eligible for return, unless the product is received with compromised conditions as specified under Category A.

Combo Pack/bundle returns: Returns for combo packs must be made as a whole, not as individual items. Do not open or use any products in the combo pack if you intend to return it.

Return & Exchange Process

At HP Derma, we follow a structured and transparent return and exchange process to protect the interests of our customers, sellers, and partners. Please refer to the process below, aligned with the nature of your return request:

Step 1: Raise a Return/Exchange
Request

To initiate a return or exchange, please get in touch with us within the applicable timeline:

  • Category A: Within 2 (two) days of delivery
  • Category B: Within 2 (two) days of delivery

You may contact us by:

Step 2: Provide Required Details

To process your return or exchange
request, you will be required to provide the following:

  • Your Order ID
  • Clear images and/or videos of the product(s), including visible batch numbers and the nature of the issue (where applicable).
  • A mandatory unboxing video that meets the conditions specified under Category A Return Condition.

Please refer to the detailed requirements outlined in Category A Return Conditions to ensure your video submission is valid and complete. Return requests without a compliant unboxing video may not be eligible for approval.

Step 3: Pickup and Shipping

  • Once your request is reviewed and approved, a pickup will be scheduled within 3–4 business days, subject to serviceability at your location.
  • If return pickup is unavailable in your area, you may be asked to self-ship the product to the designated return address.

Step 4: Verification and Resolution

All return requests undergo a structured internal verification process, particularly for Category A, which includes:

  • Video Verification: Upon receiving your return request, our team carefully reviews the submitted unboxing video to confirm that it meets all required criteria, showcasing the sealed package, HP Derma tape, and the issue as discovered during the unboxing process.
  • Responsibility Mapping: After video verification, we use the unique HP Derma Order ID attached to every package to trace the journey of your order, from dispatch to delivery. This allows us to identify where any lapses may have occurred and address them with the relevant stakeholders.
  • Resolution and Fulfilment: Once the reported concern has been validated through the above steps, we proceed to issue a refund or replacement.

For Category A, replacement is subject to stock availability. In cases where a replacement cannot be fulfilled, a refund will be issued instead.

For detailed eligibility criteria and product conditions, please refer to:

  • Category A – Product Concerns Returns
  • Category B – General Returns

Step 5: Refund Processing

The refund process shall be carried out strictly in accordance with the Refund Policy provided herein.

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refund policy

Eligibility: Refunds may be issued in the following cases:

  • Cancellations or returns processed in accordance with Category A or Category B, as the case may be
  • Where a replacement is not available for an approved return
  • Auto-cancellations due to delivery failure, incorrect address, or other reasons beyond our control

Refund Method

  • For prepaid orders, the refund will be processed to the original payment method (credit/debit card, UPI, net banking, etc.)
  • For Cash on Delivery (COD) orders, you will be required to share valid bank account details via our support team to receive the refund.

Refund Timelines

  • Refunds are initiated within 2 to 3 business days of:
    1.Receiving the returned item at origin/ dispatch centre (where applicable), and
    2.Completing all necessary internal verification steps
  • Once initiated, the refund amount may take 5–7 business days to reflect in your account, subject to banking and payment gateway processing times.

Deductions and Charges

  • For approved replacement requests under Category B, a ₹150 re-shipping fee applies.

Conditions where Refunds Are not Applicable

Refunds will not be issued in the following cases:

  • Products returned without adhering to the return conditions as provided under respective category.
  • Returns submitted without a valid unboxing video where required (under Category A)
  • Return requests made after the specified return window.
  • Items classified as non-returnable due to hygiene, safety, or expiry-related restrictions
  • Partial returns of combo packs or bundled offers (combos must be returned as a whole, unopened).

Additional Terms

  • All refunds are processed only after successful internal verification
  • Refund eligibility is subject to compliance with the Return and Exchange Policy
  • In case of any dispute, HP Derma reserves the right to make the final determination regarding refunds, in line with applicable laws and platform policies.