Return, Refund & Replacement Policy

Need to cancel an order?

• Cancellation can be requested before the order is dispatched.
• Once an order has entered shipping, cancellation may no longer be possible.
• Contact us as early as possible with your order number at care@iyxen.in or WhatsApp 9821621122.
• For an approved prepaid cancellation, the refund is returned to the original payment method. Bank or payment-provider processing time may vary.

Product arrived damaged or tampered?

• Please report visible damage, leakage, breakage or tampering within 48 hours of delivery.
• Keep the product and packaging while the case is being reviewed.
• We may request clear photos or a short video showing the outer parcel, shipping label, product and issue.
• After verification, we may arrange a replacement or refund depending on the case.

Wrong or incomplete order?

• Report a wrong or missing item within 48 hours of delivery.
• Parcel and product photos may be requested for verification.
• For wrong or incomplete deliveries, an unboxing video can help us resolve the case faster.
• Once approved, our team will arrange the appropriate replacement or resolution.

Product not suitable for your skin?

Skincare results can vary with skin type, routine, environment and consistency of use. If a product does not feel suitable, stop use and contact our team for guidance. A difference in personal preference or expected results does not automatically qualify an opened or used product for return.

Sensitivity or adverse reaction?

We recommend patch testing before full application, especially for sensitive or reactive skin. If discomfort or irritation occurs, discontinue use. Share the product details and relevant information with our support team so we can review the case. Where appropriate, seek advice from a qualified healthcare professional.

Refund processing

• Approved prepaid refunds are returned to the original payment method.
• Refunds are generally initiated within 5–7 business days after approval.
• The final credit date depends on your bank, card network or payment provider.
• For an approved COD refund, our team may request bank details or provide another suitable refund method.

Items we generally cannot accept back

• Opened or used products without a verified product or fulfilment issue.
• Products with removed or broken seals due to customer handling.
• Products damaged through misuse, incorrect storage or handling.
• Claims submitted outside the applicable reporting period.
• Clearance or special-sale items, unless supplied damaged or incorrectly.

Frequently asked questions