1.1. Diyasha.com ("Diyasha," "we," "us," or "our") is operated by Diyasha Retail Private Limited with its registered office at New Delhi, India. Diyasha facilitates the sale and purchase of various beauty and personal care products ("products") to customers ("you," "your").
1.2. Our goal is to provide a seamless shopping experience, from placing an order to initiating a cancellation, return, or refund. At Diyasha, we strive to be your preferred beauty shopping destination by ensuring a smooth process for returns, cancellations, and refunds.
1.3. This cancellation, return, and refund policy ("policy") outlines the process for (a) cancelling orders, (b) returning products, and (c) processing refunds.
By using Diyasha.com and/or placing an order for products, you agree to the terms in this policy. If you do not agree, please refrain from transacting on Diyasha.com. We may update the policy from time to time, so please review it periodically to stay informed of any changes.
Diyasha-Fulfilled Orders are orders where Diyasha handles the entire process, including (outer)packaging, shipping, and returns, COD/payment management while Seller-Fulfilled Orders are managed by individual sellers who are responsible for shipping and setting their own return and refund policies. Currently we are only offering "Diyasha-Fulfilled" program.
3.1. Diyasha-Fulfilled Orders: You can cancel your order before the product is dispatched. If the product has already been dispatched, you may contact our customer support to request a cancellation. If the courier still attempts delivery, you can refuse to accept it. For prepaid orders, refunds will be processed to the original payment method once the product is returned to our warehouse.
3.2. Partial Cancellation: Cancellation requests can be made for one or all products, except for products that are part of a combo pack or promotional offer. If you cancel a combo pack, the entire pack will be cancelled.
3.3. How to Cancel: You can cancel your order through the 'Orders' section using the order tracking number, by contacting our customer care, or through any other method we may provide.
3.5. Immediate Processing: Upon receiving a cancellation request, your order will be cancelled immediately, and the refund process will be initiated as per this policy.
4.1. Diyasha-Fulfilled Orders: Returns are accepted as per the terms of this policy, including clause 4.5. You may initiate a return within 7 days of receiving the order for any reason other than Defective Delivery.
4.2. Return for Defective Products: If you receive a product with any of the following issues (collectively, "Defective Delivery"), you must raise a return request within 2 days of receiving the order ("Return Window for Defective Delivery"):
- Product is damaged
-Product is missing
-Empty box delivered
-Incorrect or duplicate product delivered
-Expired product delivered
-Empty product delivered (e.g., perfumes)
4.3. Combo Packs: For combo packs, returns will only be accepted for the entire pack, not individual products. Ensure that none of the products in the combo pack have been opened or used. We reserve the right to reject return requests for opened/used combo packs.
4.4. Non-Returnable Items: We will not process return requests in the following cases:
-Product is damaged due to misuse or overuse
-Product is received in a physically damaged condition
-Product is used or altered by the user
-Product is returned without original packaging, tags, labels, freebies, and accessories, or with damaged packaging
-Serial Number or bar code is tampered with
-Product is defective but not covered under the manufacturer's warranty
-Return request is made after the Return Window
-Product was customized on demand
4.5. Special Conditions: Special return and refund rules may apply during promotional campaigns or mega sales. These will be clearly indicated on the promotion banners.
4.6. Tamper-Proof Packaging: Our packages are sealed with tamper-proof packaging. Do not accept packages where the seal is broken, as this may disqualify you from return claims.
4.7. Refunds for COD Orders: For 'Cash on Delivery' (COD) orders, refunds will be processed to your bank account. You will need to provide your bank details through a form on the website/app when initiating the return request. We do not offer cash refunds.
4.8. Refund Timeline: Refunds will be initiated within 2-4 business days after we receive and verify the returned product at our warehouse. The refund will be processed to the original payment method. The time taken for the refund to reflect in your account may vary based on your financial institution's terms.
4.9. Extended Refund Timeline: Refunds will typically be credited within 15 business days, depending on your payment method. If the refund is delayed, please contact us for assistance.
For any feedback, concerns, or queries, please contact us:
