At MEDICHI, every product is prepared and packed with care. We want you to have a smooth and satisfying shopping experience from the moment you place your order.

Due to the personal-use and hygiene-sensitive nature of skincare and cosmetic products, certain restrictions apply to returns. This Returns & Refund Policy explains when a product may be eligible for a return, replacement or refund.

1. Return Eligibility

A MEDICHI product may be eligible for a return, replacement or refund if:

• You received a damaged product
• The product was damaged during transit
• You received an incorrect product
• You received a defective product
• A product from your confirmed order is missing
• The product delivered is materially different from the product ordered
• The product is otherwise required to be accepted for return under applicable law

Please contact MEDICHI customer support within [48 hours / X days] of delivery if you experience any of these issues.

2. Products Not Eligible for Return

For hygiene and safety reasons, we generally cannot accept returns simply because of a change of mind once a skincare or cosmetic product has been:

• Opened
• Used
• Unsealed
• Altered
• Damaged after delivery
• Returned without its original packaging where required
• Used contrary to the product instructions

We may also be unable to accept returns where the request is made outside the applicable return period.

Nothing in this section limits rights available to customers under applicable consumer protection laws.

3. Change of Mind

Please choose your MEDICHI products carefully before placing an order.

Due to the hygiene-sensitive nature of skincare products, we generally do not offer returns or refunds solely because:

• You changed your mind
• You no longer want the product
• You ordered the wrong product
• You dislike the fragrance, texture or appearance after opening the product
• The product does not meet a personal preference
• You experience results different from your expectations without the product being defective

If an incorrect item was ordered and the order has not yet been processed or dispatched, please contact us immediately. We will try to assist with cancellation where possible.

4. Damaged or Defective Products

If you receive a damaged, leaking, broken or defective MEDICHI product, please contact our customer support team within [48 hours] of delivery.

To help us review your request, please provide:

• Your order number
• Your registered email address or mobile number
• Clear photographs of the product
• Photographs of the outer packaging
• Photographs of the shipping label
• A brief description of the issue
• An unboxing video, if available

Please keep the affected product and its original packaging until your request has been reviewed.

After verification, we may offer an appropriate replacement, refund or other resolution, depending on the circumstances and applicable law.

5. Incorrect Product Received

If you receive a MEDICHI product different from the one shown in your confirmed order, please contact us within [48 hours] of delivery.

Please provide photographs of:

• The product received
• Product packaging
• Shipping label
• Order details

Once verified, we will arrange an appropriate replacement or refund.

Where a return is required because MEDICHI sent an incorrect product, applicable return shipping costs will be handled by MEDICHI.

6. Missing Products

If one or more products from your confirmed order are missing from the package, please contact us within [48 hours] of delivery.

Please provide:

• Order number
• Details of the missing product
• Photographs of the package received
• Photograph of the shipping label
• Photographs of all products received
• Unboxing video, if available

After reviewing and verifying the request, we will provide an appropriate resolution.

7. Product Reactions & Skin Sensitivities

Skincare results and individual responses can vary depending on skin type, allergies, sensitivities, existing skincare routines and other individual factors.

Customers should review the product’s ingredient list and usage instructions before use.

Where appropriate, we recommend performing a patch test before full application, particularly if you have sensitive skin or known ingredient sensitivities.

A product will not automatically be considered defective solely because it is unsuitable for an individual’s skin or because results differ from expectations.

If you experience irritation or an unexpected reaction, discontinue use and seek appropriate professional advice if necessary.

If you believe the reaction may be related to a product quality issue, contact MEDICHI customer support with the relevant details so that we can review your concern.

8. Return Request Process

To request a return, replacement or refund:

Step 1: Contact MEDICHI customer support within the applicable eligibility period.

Step 2: Provide your order number and details of the issue.

Step 3: Submit any requested photographs, videos or other supporting information.

Step 4: Our team will review your request.

Step 5: If approved, we will provide instructions regarding the return, replacement or refund.

Please do not send a product back without receiving return instructions from MEDICHI.

9. Condition of Returned Products

Where a physical return is required, the product should generally be returned:

• In its original packaging
• With labels intact where applicable
• With accompanying accessories or promotional items where relevant
• In the condition in which it was received, except for damage or defects forming the basis of the claim

MEDICHI reserves the right to review returned products before approving a refund or replacement, subject to applicable consumer rights.

10. Return Shipping

Where a return is approved because the product was:

• Incorrect
• Damaged in transit
• Defective
• Otherwise incorrectly fulfilled by MEDICHI

MEDICHI will arrange or bear reasonable return shipping costs where a return is required.

For any other return that MEDICHI voluntarily agrees to accept, return shipping charges may be borne by the customer and will be communicated before the return is processed.

11. Refunds

Once an eligible refund has been approved, we will initiate the refund to the original payment method, where possible.

Refund processing may take approximately [5–10 business days] after approval, depending on your bank, card issuer, UPI provider, payment gateway or other payment service provider.

Once a refund has been initiated by MEDICHI, additional processing time may be outside our control.

12. Cash on Delivery Refunds

For eligible orders originally paid through Cash on Delivery (COD), we may request appropriate bank account or UPI details to process the refund.

Customers are responsible for providing accurate refund information.

MEDICHI will only request information reasonably necessary to process the refund and will never ask you to provide confidential information such as passwords, PINs or OTPs.

13. Replacement

Where an eligible replacement is approved, we will arrange for the replacement product to be shipped to you subject to stock availability.

If the same product is unavailable, we may offer:

• A refund
• An alternative resolution agreed with you

Replacement delivery timelines may vary depending on your location and product availability.

14. Cancellation & Refund Before Dispatch

If you wish to cancel an order, please contact MEDICHI as soon as possible.

An order may generally be cancelled only before it has been processed or dispatched.

If an eligible prepaid order is successfully cancelled, the refund will be initiated to the original payment method.

Once an order has been dispatched, cancellation may no longer be possible and this Returns & Refund Policy will apply.

15. Promotional Products, Gifts & Bundles

Products purchased as part of a bundle, promotional offer or special discount may be subject to additional return conditions.

If a refund requires the return of a complete promotional bundle, all eligible products and free gifts associated with the promotion may need to be returned.

If a promotional gift is not returned where required, its value may be considered when calculating the applicable refund, to the extent permitted by law.

Any specific conditions disclosed with a promotion will apply in addition to this policy.

16. Sale Products

Products purchased during sales or promotional events remain eligible for remedies where they are damaged, defective, incorrect or otherwise covered by applicable consumer rights.

However, discretionary returns for reasons such as change of mind may be restricted for sale or clearance products where clearly disclosed before purchase.

17. Refund of Shipping Charges

Original shipping charges may not be refundable for discretionary returns voluntarily accepted by MEDICHI.

Where an order is refunded because of an error attributable to MEDICHI, a damaged or defective product, or another situation requiring reimbursement under applicable law, applicable shipping charges will be handled accordingly.

18. Return Abuse or Fraud

MEDICHI reserves the right to investigate return or refund requests where we reasonably suspect:

• Fraudulent claims
• Repeated misuse of our return policy
• Altered or substituted products
• False evidence
• Intentional product damage
• Other abusive activity

We may reject fraudulent or abusive claims where permitted by applicable law.

This provision does not affect legitimate customer rights or genuine claims involving damaged, defective or incorrect products.

19. Orders Purchased from Third-Party Platforms

This Returns & Refund Policy applies to eligible products purchased directly through the official MEDICHI website.

If you purchase MEDICHI products through an authorised third-party marketplace or retailer, returns, replacements and refunds may be subject to that seller or platform’s applicable policies.

Please contact the platform or retailer from which you made the purchase for assistance.

20. Consumer Rights

Nothing in this policy is intended to exclude, restrict or override any rights or remedies available to customers under applicable Indian consumer protection laws.

Where applicable law provides rights that are more favourable than the provisions of this policy, those legal rights will apply.

21. Contact Us

For return, replacement or refund assistance, please contact:

MEDICHI

Customer Support Email: [Insert Email Address]
Phone / WhatsApp: [Insert Contact Number]
Support Hours: [Insert Business Hours]
Registered Business Name: [Insert Legal Business Name]
Registered Address: [Insert Registered Address]

When contacting us, please include your order number and relevant photographs or supporting information so we can review your request efficiently.

Our Commitment

Every MEDICHI order is prepared with care, and we want you to feel confident when shopping with us.

If something goes wrong with your order, our team is here to help find an appropriate solution.

MEDICHI — Beauty, Elevated to an Art.