Refund Policy

This Refund Policy outlines how and when Numanz provides refunds, the process for refunds, and other related information (including cases like order cancellations and product returns). Our aim is to be fair and transparent, ensuring you know what to expect in terms of getting your money back when applicable.

Resolution Options: Replacement vs. Refund

When you report an issue with an order (such as a damaged or incorrect product), we typically offer a replacement first, as described in the Return Policy. However, there are times when a refund is more appropriate:

  • If the same product is not available for replacement (out of stock or discontinued), we will issue a full refund for that item instead of making you wait indefinitely.
  • If you explicitly prefer a refund over a replacement for a damaged/incorrect item, we can accommodate that in most cases (please let us know when you contact us).
  • In cases of order cancellation (either by you within the allowed time or by us due to issues), a refund is the natural resolution since no product is being delivered.

In any scenario where a refund is approved, we process it promptly via the original payment method whenever possible.

 

Refund Process and Timeline

Verification and Approval:

Every refund must be approved by our team. For a return-related refund, this means verifying the issue (through photos/videos and after receiving the returned product if we asked for it back). For a cancellation-related refund, it means confirming the order was indeed cancelled before shipment or returned to us. Once verified, we approve the refund request in our system.

Processing the Refund:

Online Payments (Prepaid Orders):

If you paid by credit card, debit card, net banking, UPI, or any online method, we will initiate the refund to the same account or card that was used for the purchase. We cannot typically send it to a different account for security reasons. The refund is processed from our end within a few days of approval. After processing, refunds are usually completed within 5–7 business days, but in rare cases may take up to 10 business days, depending on banks/payment gateways. This delay is usually due to banking procedures and is unfortunately not under our direct control. We’ll keep you informed when we’ve issued the refund so you can watch for it.

Cash on Delivery (COD) Orders:

Since no electronic payment was captured by us for COD, we will refund via an alternative method. Generally, we provide two options: 

  • Bank Transfer:

We’ll request your bank account details (Account holder name, account number, IFSC code) and process an NEFT/IMPS transfer to your account for the refund amount.

  • UPI:

If you prefer, you can give us a UPI ID, and we may be able to send the refund through UPI. We aim to complete COD order refunds also within 5-7 business days of approval, but in rare cases may take up to 10 business days, depending on banks/payment gateways. We’ll confirm with you once the transfer is done.

  • Store Credit/Coupon:

As mentioned, if you choose a store credit (coupon code) instead of money back, we can issue that usually within 1-2 business days via email. You can use it immediately for a new purchase. This is optional and will be done only if you request it.

Confirmation:

After we initiate a refund, you will receive a confirmation email from us stating that the refund has been processed, along with relevant details (transaction reference, amount, etc.). If, after the stated time frame, you still don’t see the refund, please contact us so we can help investigate. Sometimes there are bank delays, but we’ll assist in resolving them.

 

Shipping and COD Charges

Our goal is to refund you what you paid for the product if the issue was on our end. However, certain charges may not be refundable in some scenarios:

Shipping Charges:

If you paid a shipping fee on your order (for example, your order was below ₹449 and you paid ₹79 for shipping) and the return/refund is happening due to no fault of Numanz (e.g., you provided an incorrect address, or you refused the delivery without valid reason), then the shipping fee is not refundable. This is because that amount was used to ship the product initially. However, if the return is because of a damaged or wrong product that we are responsible for, then we will refund the shipping charge as well, along with the product cost, since that issue is on us. In summary, the shipping fee is refunded only if we caused the problem (or if we failed to deliver and it’s our fault).

COD Convenience Fee:

The COD handling fee is non-refundable, as it is charged by our logistics partners for handling cash. The fee structure is:

  • ₹49 for orders below ₹999
  • ₹99 for orders ₹999 – ₹1,499
  • ₹149 for orders above ₹1,499

If an order is delivered and then returned, or cancelled after dispatch, the COD fee isn’t recoverable. The exception would be if we had to cancel your COD order before delivery due to our own issue – since you never actually paid the COD fee (you pay it upon delivery), there’s nothing to refund in that case. But if you did pay a COD fee for some reason that got collected and you didn’t get your product (a rare scenario), we would obviously refund it. Typically, though, the COD fee is only collected when you receive the order, and if you’ve received and then returned it, we don’t refund that fee.

Partial COD (if applicable): In cases where Partial COD (part payment online + balance on delivery) is used, the COD handling fee will still apply based on the total order value. This fee is also non-refundable if the order is returned or cancelled after dispatch.

Discount Codes and Value:

If you applied a promo code or discount on the original purchase, the refund will be for the amount you actually paid (not the original price of the product). For example, if a product is ₹1000 and you had a ₹200 off coupon, and you paid ₹800, your refund will be ₹800 (assuming a full refund), not ₹1000. Also, discount codes used will not be reinstated – if it was a one-time use code, it’s considered used. If we refund you fully, you won’t get the coupon back. However, if the issue was on our end and you feel shortchanged by losing a coupon, talk to us – we’ll see if we can provide an equivalent voucher for your next purchase.

Bundles/Kits:

If you bought a bundle at a discounted price and only one item in it had an issue, we will guide you on a refund amount or replacement for that item. If you return the whole bundle, we will refund what you paid for the bundle. If partially returning, we will refund based on the individual item’s value (if available) or a fair proportion of the bundle price.

 

Adverse Reactions or Allergies

We sincerely hope our products delight you, but we acknowledge that skincare is not one-size-fits-all. Individual results and reactions can vary. As noted in our Product Disclaimer, some people’s skin may be sensitive to certain ingredients even if they are generally safe and well-tolerated. If you are unsure about ingredients or have a history of sensitive skin, please reach out to us before purchase at care@numanz.in – our team will be happy to guide you.

Patch Test Reminder:

We strongly recommend doing a patch test before using any new product on your face or larger skin area. This can help prevent full-blown reactions. Instructions for a patch test are provided in our Product Disclaimer section (and usually on our product packaging as well).

If You Experience Irritation:

If you use a Numanz product and experience redness, itching, breakouts, or any form of irritation, stop using the product immediately. Rinse off the product and, if needed, apply a gentle soothing lotion or aloe vera to calm the skin. Most mild reactions subside in a day or two once you stop using the trigger product. If a severe reaction occurs (like swelling, severe rash, etc.), please seek medical attention.

Refunds for Reactions:

We’re sorry if a product did not suit your skin. However, we do not offer refunds or compensation for adverse skin reactions because a reaction does not indicate a defect in the product – it indicates sensitivity of your skin to an ingredient. We do our best to formulate with safe ingredients, and many customers use our products with no issues, so if you happen to be allergic or sensitive, that is an individual physiological response. The product has been “used” in these cases and thus cannot be returned. We encourage a patch test to minimise this risk. Also, feel free to consult with us before buying if you have known allergies – we can guide you on which products to avoid (e.g., if you’re allergic to a certain oil or ingredient, check with us). 

Dermatologist and Medical Treatment:

Our products are not intended to replace professional dermatological treatments or medications. If you are under treatment for skin conditions, please check with your dermatologist before introducing any new skincare products into your routine. If you have chronic skin issues, it’s possible that a new product (any brand, not just ours) can trigger something or interfere with your treatment. We want you to be safe, so when in doubt, get medical advice.

In summary, while we stand by the quality and safety of our products, we cannot guarantee they will suit every single person’s skin. We regret any discomfort caused, but we cannot refund products that were used and caused a reaction. We urge customers to read ingredient lists prior to use (all ingredients are listed on our website and product packaging) and do a patch test.

 

Other Important Notes

Monetary Compensation:

Aside from the refund of the purchase price, Numanz does not provide any additional monetary compensation for inconveniences (like skin treatments needed, etc.) as a result of using our products. We certainly want to help in non-monetary ways (skin advice, etc.), but we are not liable to pay damages since everyone’s skin is unique and we disclose our ingredients and recommendations clearly.

Refund of Payment Gateway Charges: If you incurred any transaction fees (for example, your bank charged you something for an online payment), those are not something we receive and thus we cannot refund those. We refund what we received from you. Most payments don’t have extra fees for customers nowadays, but just to clarify.

Time Limit on Refund Claims: If a refund has been processed from our end and 15 days have passed, but you still don’t see it, you must inform us within 30 days of the refund approval date. We will help liaise with the bank/gateway. If you contact us very late (say, months later), it becomes harder to trace the transaction.

We want to ensure you feel confident shopping with Numanz. Our policies are designed to be fair and clear. If you have any confusion or special concerns not covered here, our support team is just an email or call away.

 

Contact Us for Refund Queries

For any questions or updates regarding refunds (or to follow up on a pending refund), you can reach our customer service:

  • Email: orders@numanz.in – This is the best way to have a written record and get a detailed response.
  • Phone: +91 9718399477 – Available Monday to Friday, 10:00 AM to 7:00 PM. You can call us if you need an immediate update or have an urgent question.
  • WhatsApp: The above number can also be used for WhatsApp – just mention your order number and query, and one of our team members will reply as soon as possible.
  • Address: Numanz, 34/GF, Sector-5, Gurugram, Haryana, 122001, India.

We’re here to assist and make the process as smooth as possible. Thank you for your patience and understanding in the rare event that you need to return a product or get a refund. We value you as a Numanz customer and will work hard to resolve any issues to your satisfaction.