Refund & Cancellation Policy

This policy explains order cancellation, our returns position, and how refunds are handled. Read it together with our Terms & Conditions, Shipping & Delivery Policy and Disclaimer. Almost everything we sell is a consumable applied to skin or hair, so our returns position is strict.

1. Returns and Exchanges — Returns are not accepted. Exchanges are not accepted. Henna cones, instant cones, instant dip, henna paste, nail cones, aftercare oil, aftercare balm, and any product that touches skin or hair cannot be returned once it has been dispatched — whether opened or unopened — for hygiene and safety reasons. This does not affect your rights where an item arrives damaged, wrong or defective — see section 4.

2. Cancelling Before Dispatch — You can cancel any order at no cost before it has been dispatched. For a WhatsApp / UPI order that is still unpaid or unverified, cancel it from your "My Orders" page or by messaging us and nothing is owed. If you had already paid, we refund the full amount, including any delivery charge, to the UPI ID or bank account you paid from.

3. Cancellation by Us — We may cancel an order if an item is out of stock, if there was a genuine pricing or description error, if we cannot verify your payment within a reasonable time, or on suspected fraud. If you have paid, we refund you in full.

4. Damaged, Wrong or Defective on Arrival — If an item reaches you damaged, leaking, broken, past its use-by date, materially not as described, or you were sent the wrong item, tell us within 48 hours of delivery with your order number and clear photos of the product and its packaging. Where the fault is ours we replace the item or refund it in full, including all shipping, at no cost to you. This is separate from returns and is your right under the Consumer Protection Act, 2019.

5. Limited Goodwill Return (sealed, non-skin-contact items only) — As a discretion, not a right, we may take back an unopened, unused, factory-sealed unit of Organic Wax Powder, Herbal Hair Henna, Henna Sealant Spray or Reusable Mehndi Stencils if you contact us within 7 days of delivery and the seal and packaging are fully intact. Products that touch skin or hair, and any opened item, are never eligible. If we agree to such a return, the refund is the product price only, minus the original outbound delivery charge and minus the return courier charge — delivery cost in both directions is borne by you and deducted from the refund. You arrange and pay the return shipping to our studio; the item is your responsibility until it reaches us in resaleable condition.

6. Not a Ground for Return — A lighter, slower or different stain result, natural batch-to-batch variation in colour, aroma or strength, and any outcome affected by your skin, your aftercare, application time or storage are normal characteristics of a natural product, not defects. They are not grounds for a return, replacement or refund. See our Disclaimer.

7. Refund Method and Timeline — Approved refunds are paid to the same UPI ID or bank account you paid from. We process an approved refund within 5–7 business days; your bank may take a little longer to show the credit. We confirm on WhatsApp once it is sent.

8. Failed or Returned Deliveries — If a parcel returns to us because the address was wrong or incomplete, or nobody was reachable after repeated delivery attempts, we refund the item value minus the shipping already incurred. A re-dispatch needs fresh delivery charges.

9. Custom, Wholesale and Final-Sale Items — Custom, wholesale and bulk orders, and any item marked "final sale", cannot be returned or exchanged under any circumstances other than a section 4 defect.

10. Contact and Grievance — Cancellation and refund queries go to our Grievance Officer, Aliya, via the details on our Contact page. We acknowledge within 48 hours and aim to resolve within 30 days.