Refund Policy
ADDiiLUMA is a cosmetics and personal care brand/division of Addii Biotech Pvt. Ltd. We aim to provide our customers with high-quality products and a smooth shopping experience.
This Refund Policy explains when a customer may be eligible for a refund for products purchased through the ADDiiLUMA online store.
By placing an order through our website, you acknowledge and agree to the terms mentioned in this Refund Policy.
1. Refund Eligibility
A refund may be considered in the following situations:
- The product received is damaged during transit.
- The wrong product has been delivered.
- The product received is defective or has a manufacturing issue.
- The order contains a missing product.
- The order is cancelled by ADDiiLUMA due to circumstances where fulfillment is not possible.
- A return is approved in accordance with our Returns Policy.
Refunds are subject to verification and approval by ADDiiLUMA.
2. Cosmetics and Personal Care Products
For hygiene, safety, and product-quality reasons, cosmetics and personal care products that have been opened, used, altered, or tampered with may not be eligible for return or refund.
Customers are advised to check the product and packaging carefully upon delivery.
If a product appears damaged, leaking, broken, tampered with, or incorrect, please contact our customer support team as soon as possible and provide the required photographs or videos for verification.
3. Damaged Products
If you receive a product that has been damaged during transportation:
- Take clear photographs of the outer shipping package.
- Take photographs of the damaged product and packaging.
- Contact ADDiiLUMA customer support within the specified return period.
- Provide your order number and relevant photographs/videos.
- Our team will review the request and determine the appropriate resolution.
Depending on the circumstances, we may offer a replacement, return, refund, or another appropriate resolution.
4. Wrong Product Received
If you receive a product that is different from the product ordered, please contact us with:
- Order number
- Photograph of the product received
- Photograph of the shipping label
- Details of the product originally ordered
After verification, we may arrange a replacement or refund as applicable.
5. Defective or Manufacturing Issue
If you believe that a product has a manufacturing defect or quality issue, contact us with details of the issue.
We may request photographs, videos, batch details, packaging information, or other information necessary to investigate the complaint.
After verification, ADDiiLUMA may provide an appropriate resolution in accordance with the nature of the issue.
6. Non-Refundable Situations
Refunds may not be provided in situations including, but not limited to:
- Product has been opened or used, except where a verified manufacturing defect is involved.
- Product has been damaged after delivery due to improper handling or storage.
- Product has been altered, contaminated, or tampered with after delivery.
- Customer has changed their mind after receiving the product, where the product is not eligible for return.
- Product is returned without prior approval.
- Product is returned without the original packaging where such packaging is required for verification.
- Incorrect delivery information was provided by the customer and the order could not be successfully delivered.
- The customer refuses delivery without a valid reason covered under our policy.
7. Order Cancellation
Orders may be cancelled only before they are dispatched, subject to the order status and our ability to process the cancellation.
Once an order has been dispatched, cancellation may not be possible. In such cases, the customer may need to follow the applicable Returns Policy, if eligible.
ADDiiLUMA reserves the right to cancel an order due to reasons including product unavailability, pricing or listing errors, payment issues, suspected fraudulent activity, or logistical limitations.
If an order is cancelled by ADDiiLUMA after payment has been successfully received, an eligible refund will be processed through the applicable payment method.
8. Refund Process
Once a return or refund request is approved, the refund will be initiated after the returned product, where applicable, has been received and inspected.
The refund process may include the following steps:
Request → Verification → Return/Inspection → Approval → Refund Initiation
Customers may be required to provide additional information to complete the verification process.
9. Refund Method
For prepaid orders, approved refunds will generally be processed through the original payment method or through the payment channel used for the transaction.
For Cash on Delivery (COD) orders, where a refund is approved, ADDiiLUMA may request the customer's valid bank account or other eligible payment details required to process the refund.
Customers are responsible for providing accurate refund information.
10. Refund Processing Time
Once a refund has been approved and initiated by ADDiiLUMA, the actual time taken for the amount to appear in the customer's account may depend on the payment gateway, bank, card issuer, or other financial institution.
Customers may therefore experience different credit timelines depending on their payment method and financial institution.
11. Shipping Charges
Unless otherwise specified, original shipping charges may not be refundable.
However, where the issue is confirmed to have resulted from an error attributable to ADDiiLUMA, such as delivery of an incorrect product or a verified damaged product, the applicable shipping costs may be considered as part of the resolution.
12. Promotional and Discounted Orders
Products purchased during promotional campaigns, special offers, clearance sales, or other discounted promotions may be subject to specific return or refund conditions.
Where applicable, the terms of the relevant promotional offer will take precedence.
13. Partial Refunds
In certain circumstances, ADDiiLUMA may approve a partial refund instead of a full refund.
Any partial refund will be determined based on the specific circumstances of the order, product condition, or issue identified during verification.
14. Fraudulent or Abusive Refund Requests
ADDiiLUMA reserves the right to investigate refund requests and reject requests that appear fraudulent, misleading, abusive, or inconsistent with the actual condition of the product or order.
Repeated or suspicious refund claims may result in restrictions on future orders, subject to applicable law.
15. Contact Us
If you have any questions regarding refunds, please contact our customer support team.
ADDiiLUMA A Division/Brand of Addii Biotech Pvt. Ltd.
Website: https://addiiluma.com/
Email: info@addiiluma.com
Phone: +91 7900021919
Address: 7th Floor, World Tech Tower, Plot No. ITC-10, Sector - 67, SAS Nagar, Mohali, Punjab - 160062
When contacting us regarding a refund, please include your order number and a brief description of the issue.
Important: This Refund Policy should be read together with the ADDiiLUMA Returns Policy and Shipping Policy. The final policy should be reviewed according to your actual operational process and applicable Indian laws before publication.