Returns & Refunds Policy

Last Updated: 1 October 2026

At Psoro Care, we aim to ensure that orders are processed and delivered accurately. This Returns, Refunds & Cancellation Policy explains the conditions and process applicable to order cancellations, returns, replacements, and refunds for purchases made through the Psoro Care website.

By placing an order through the website, you acknowledge and agree to the terms of this policy. This policy should be read together with our Terms of Service, Privacy Policy, Shipping Policy, and other applicable policies published on the Psoro Care website.

1. Order Cancellation

Before Dispatch: An order cancellation request may be submitted before the order has been processed or dispatched. Once packed, shipped, or handed over to the courier, cancellation may no longer be possible.
How to Cancel: Please contact Psoro Care as soon as possible with your Order Number, Name, Registered Mobile Number/Email, and the reason for cancellation.
Refund on Cancellation: If approved and payment has already been received, the eligible amount will be refunded through the original payment method. Cancellation requests received after dispatch may be treated according to the return process.

2. Return Eligibility & Restrictions

Conditions for Return: Where permitted, the product must be unused, unopened, in its original packaging, in saleable condition, accompanied by order details, and returned within the applicable return period with all original accessories and labels.
Hygiene and Safety Restrictions: Due to hygiene, safety, and quality reasons, opened or used personal-care products may generally not be eligible for return unless defective or damaged. This includes:
- Creams and moisturisers
- Shampoos and body washes
- Skincare and haircare products
- Capsules or other ingestible products
- Products with broken seals or tampered packaging

3. Damaged, Incorrect, or Missing Products

Damaged Products: If an order arrives damaged, contact us promptly. You may be asked to provide order details, photographs of the outer package and product, and an unboxing video where available.
Incorrect Products: If you receive a different product, please do not open or use it. Contact us immediately with photographs of the product, packaging, and shipping label for verification and resolution.
Missing Items: If an item is missing or incomplete, notify us with your order number and item details so we can investigate and arrange a replacement or refund if verified.

4. Product Quality and Manufacturing Defects

If you believe a product has a manufacturing defect, leakage, or quality issue, contact us with relevant details, batch info, and photographs/videos. After verification, we may offer a replacement, refund, or appropriate remedy.
Post-Delivery Damage: Psoro Care is not responsible for damage caused after successful delivery due to improper storage, misuse, or failure to follow instructions.

5. Refund Eligibility & Processing

When Refunds Apply: Approved cancellations, verified incorrect/damaged products, verified missing items, approved returns, or product unavailability after payment.
Processing Time: Once approved, refunds are initiated through the applicable payment channel. The time taken to reflect in your account depends on the bank, card issuer, or payment gateway processing times.
Shipping Charges: Shipping charges may be refunded if the issue is attributable to Psoro Care (e.g., incorrect or damaged item). For customer-initiated returns or refusals, shipping charges may be deducted as per policy.

6. Return Shipping & Unsuccessful Deliveries

Return Shipping: Do not send products back without receiving return instructions from Psoro Care. Return shipping costs may be covered by us for fulfilment errors, while customers may bear costs for other approved returns.
Returned Shipments: If an order is returned by the courier due to an incorrect address, incomplete address, or unavailable recipient, the refund (if applicable) may be subject to deductions for shipping and return charges.

7. Exchange and Replacement

Replacements are subject to product availability. If the exact item is unavailable, an alternative resolution or refund may be provided. Do not return items without prior confirmation from customer support.

8. Allergies, Sensitivities and Personal Reactions

Customers are responsible for reviewing product ingredients and instructions before use. Individual reactions vary; discontinue use immediately and seek medical advice if an unexpected reaction occurs. A personal reaction does not automatically establish that a product is defective.

9. Fraudulent or Abusive Claims

Psoro Care reserves the right to investigate and decline requests where there are reasonable concerns regarding misuse, repeated false claims, altered products, or fraudulent activity.