Returns Policy

ADDiiLUMA is a cosmetics and personal care brand/division of Addii Biotech Pvt. Ltd. We want our customers to have a safe, convenient, and satisfactory shopping experience.

This Returns Policy explains the circumstances under which products purchased from the ADDiiLUMA online store may be eligible for return.

Please read this policy carefully before requesting a return. 

1. Return Eligibility

A product may be eligible for return in the following circumstances:

  • The wrong product was delivered.
  • The product was damaged during transportation.
  • The product has a verified manufacturing defect.
  • A product is missing from the order and a replacement or other resolution is required.
  • The product received is materially different from the product ordered.
  • Another return situation is specifically approved by ADDiiLUMA.

All returns are subject to verification and approval.

2. Return Period

Eligible return requests should generally be raised within 7 days of delivery.

Customers should contact ADDiiLUMA customer support as soon as they identify an issue with their order.

Requests submitted after the applicable return period may not be accepted unless the issue is covered by applicable law or is otherwise approved by ADDiiLUMA.

3. Condition of Products for Return

For hygiene and safety reasons, cosmetics and personal care products intended for return should generally be:

  • Unused
  • Unopened
  • Unapplied
  • In their original condition
  • In their original packaging
  • Accompanied by the original invoice/order details where applicable

The product should not have been altered, contaminated, damaged, or tampered with after delivery.

Important

Products that have been opened or used may generally not be eligible for return due to hygiene and safety considerations.

This restriction does not affect rights that may apply where a product has a verified manufacturing defect, is damaged during transit, or where otherwise required by applicable law.

4. Damaged Products

If your order arrives damaged, leaking, broken, or otherwise compromised, please contact us promptly.

Customers are requested to provide:

  • Order number
  • Clear photographs of the outer package
  • Clear photographs of the product
  • Photographs of the shipping label
  • Video, where available and reasonably required
  • Description of the issue

Our team may review the submitted information before approving a return, replacement, or refund.

5. Wrong Product Received

If you receive a product different from the product you ordered, please contact us within the applicable return period.

Please provide photographs of:

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

After verification, ADDiiLUMA may arrange a replacement, return, refund, or another appropriate resolution.

6. Defective Product

If you believe that the product has a manufacturing defect, please contact our customer support team.

We may request:

  • Photographs
  • Videos
  • Batch number
  • Product details
  • Packaging information
  • Purchase/order details
  • Description of the defect

The product may be inspected or reviewed before a return or replacement is approved.

7. Products That Cannot Generally Be Returned

Due to hygiene, safety, and product-quality considerations, the following products may generally not be eligible for return:

  • Opened cosmetics
  • Used cosmetics
  • Products that have been applied to the skin
  • Products with broken or removed seals
  • Products damaged after delivery due to customer handling
  • Products that have been altered or contaminated
  • Products returned without required packaging or information
  • Products purchased outside authorized ADDiiLUMA sales channels

Exceptions may apply where the product is defective, damaged during delivery, incorrect, or where otherwise required by applicable law.

8. Change-of-Mind Returns

Returns based solely on a change of mind may not be accepted for cosmetics and personal care products, particularly where the product has been opened or used.

If an unopened product is eligible for return under our applicable return conditions, ADDiiLUMA may review the request on a case-by-case basis.

9. Return Request Process

To request a return:

Step 1 — Contact Us
Contact ADDiiLUMA customer support within the applicable return period.

Step 2 — Provide Order Details
Provide your:
Order number
Name
Contact information
Product details
Reason for return

Step 3 — Provide Evidence
Where required, provide photographs or videos showing the condition of the product and packaging.

Step 4 — Verification
Our team will review the request and determine whether the product qualifies for return.

Step 5 — Return Instructions
If approved, we will provide instructions regarding how and where the product should be returned.

Customers should not send products back without receiving return instructions from ADDiiLUMA.

10. Return Shipping

Where a return is approved because of an error attributable to ADDiiLUMA, such as a wrong product or verified transit damage, the applicable return shipping arrangement may be provided by ADDiiLUMA.

For other approved returns, return shipping costs may be borne by the customer unless otherwise specified.

The applicable shipping arrangement will be communicated during the return approval process.

11. Return Inspection

Once a returned product is received, it may be inspected to verify:

  • Product condition
  • Packaging condition
  • Product authenticity
  • Order details
  • Reason for return
  • Whether the product meets the return requirements

Approval of a return request before receiving the product does not necessarily guarantee that the final refund or replacement will be approved if the returned product does not meet the applicable conditions.

12. Replacement

Where appropriate and subject to product availability, ADDiiLUMA may provide a replacement instead of a refund.

Replacement availability may depend on:

  • Stock availability
  • Product condition
  • Nature of the issue
  • Delivery location
  • Verification results

If a replacement is not available, another appropriate resolution may be offered in accordance with our Refund Policy.

13. Refund After Return

If a return is approved and a refund is applicable, the refund will be processed according to our Refund Policy.

The refund may be initiated after the returned product has been received and successfully inspected, where inspection is applicable.

The time taken for the refunded amount to appear in the customer's account may depend on the payment method, payment gateway, bank, or financial institution.

14. Incorrect or Incomplete Return

A return may be rejected if:

  • The wrong product is returned.
  • The returned product does not match the reported issue.
  • The product has been used or altered where use is not permitted under this policy.
  • The product is damaged due to customer handling.
  • Required return information is missing.
  • The product was purchased from an unauthorized seller.

The return request does not meet the applicable eligibility requirements.

15. Orders Returned Due to Failed Delivery

If an order is returned to ADDiiLUMA because of:

  • Incorrect address
  • Incomplete address
  • Customer unavailable
  • Repeated failed delivery attempts
  • Customer refusal
  • Incorrect contact information

The order may not automatically qualify for a refund or free re-shipment.

Customers should contact our support team to discuss the available options.

Additional shipping charges may apply for re-shipment where applicable.

16. Promotional and Discounted Products

Products purchased as part of special offers, promotional campaigns, bundles, clearance sales, or discounted offers may be subject to specific return conditions.

Where a promotional offer includes separate return conditions, those conditions will apply to the relevant order or product.

17. Gift Orders

If a product was purchased as a gift, the return request may need to be initiated using the original order information.

Any refund, where applicable, may be issued to the original purchaser or original payment method, subject to our Refund Policy.

18. Products Purchased Through Other Platforms

This Returns Policy applies to purchases made directly through the official ADDiiLUMA online store.

If you purchased an ADDiiLUMA product through a third-party marketplace, retailer, distributor, or other authorized sales channel, the return process may be governed by the terms and policies of that platform or seller.

Please contact the platform or seller from which the purchase was made.

19. Fraudulent or Abusive Return Requests

ADDiiLUMA reserves the right to investigate return requests.

We may reject requests that appear fraudulent, misleading, abusive, repetitive, or inconsistent with the condition of the returned product.

Nothing in this section limits any rights available to customers under applicable law.

20. Contact Us

For return-related questions or to submit a return request, 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 return, please include your order number and a brief description of the issue.

Related Policies

Please also review:

  • Privacy Policy
  • Refund Policy
  • Shipping Policy
  • Terms of Service

These policies together govern your use of the ADDiiLUMA online store and your purchase of products from us.

Important: This Returns Policy is general e-commerce policy content and should be reviewed against ADDiiLUMA's actual return process, courier arrangements, product categories, and applicable Indian consumer laws before publication.