Return Policy
At Numanz, your satisfaction is important to us. Due to the personal nature of skincare products, we have certain limitations on returns and exchanges to ensure product quality and hygiene. Below is our Return Policy, outlining when and how you can return products, and what to expect in the process.
Eligibility for Returns
Because skincare and grooming products are hygienic items, we do not accept returns or exchanges on products unless they meet one of the conditions below:
Damaged Product:
The item was delivered to you in a damaged or leaking condition. This could mean the product container was broken, the contents got spilled, or the product is in an unusable condition upon arrival.
Incorrect Product:
You received the wrong product (e.g., a different item than what you ordered, or missing an item from your order).
(Unfortunately, we cannot accommodate returns for reasons such as personal dissatisfaction with the product’s fragrance/texture or if the product didn’t “suit” you, since individual skin reactions vary. However, if you experienced an adverse reaction, please refer to our Product Disclaimer and Refund Policy sections below for guidance, as we do not offer refunds in such cases.)
Important:
Products that are requested for return must be unused and in their original packaging. We cannot accept returns if the product has been opened, used, or if the seal/packaging is tampered with – unless you found out it was damaged only after opening the parcel, in which case we’ll still consider it (e.g., you open the box and find the bottle shattered).
We also do not accept returns of products that were purchased from any third-party seller or marketplace. If you bought a Numanz product from another retailer, please contact them for their return policy.
How to Initiate a Return
If your order qualifies based on the above criteria, here’s how to proceed:
Timeframe:
You must inform us of the issue within 48 hours of delivery of the product. (For example, if the package was delivered on Monday at 5 PM, you should email us by Wednesday 5 PM.) We strictly enforce this timeline to ensure claims are genuine and timely.
Contact Us:
Send an email to orders@numanz.in to initiate the return/replacement process. Please include the following details in your email:
Order Number:
This is the number you received in your order confirmation email (e.g., #NZ1001IN).
Affected Product:
Name of the product that is damaged/incorrect.
Description of Issue:
A brief description of what went wrong (damaged in transit, received the wrong item, item missing, etc.).
Photo/Video Evidence:
Attach clear photos and videos of the product and packaging showing the issue. For damages, include images and videos of the broken/leaking product and the outer box (especially if the box was damaged). For a wrong item, a photo of the item received (along with the invoice showing what was ordered) is helpful. Tip: If possible, include an unboxing video – a video taken while opening the package the first time, as this serves as the best evidence for any courier claims. While an unboxing video is not mandatory, it greatly strengthens your case for a quick resolution.
Submit the Request:
Once your email is ready with all details and attachments, send it to us. Our customer support team will respond to you within 1-2 business days, acknowledging the request and guiding you on the next steps. They might ask for additional information if anything is missing.
Please do not send any product back to us without prior confirmation from our team. Unauthorised returns (items sent back without our approval) may not be recognised and therefore not eligible for refund/replacement.
Return Verification & Pick-up
Verification:
Upon receiving your return request, we will review the details and evidence provided. If the information is sufficient, we typically proceed with arranging a return pickup or replacement immediately. In some cases, our team might reach out for more info or clarity (for example, another photo if something isn’t clear). Rest assured, this verification is usually quick – we understand you want this sorted ASAP!
Pickup Arrangement:
If a return pickup is required, we will schedule a reverse pickup with our courier partner at the address provided in your order. We will inform you of the pickup date and any instructions via email. Please ensure the product (along with all original accessories, freebies, or packaging that came with it) is packed securely, ideally in the same box or a similar sturdy box to prevent further damage in transit.
Pickup Timeline:
Reverse pickups are usually done within 2-4 business days after approval. The delivery agent will contact you (usually by a call or SMS) when they are about to come.
If Pickup isn’t available:
In some pin codes, reverse pickups might not be serviceable. If that happens, our team will work out an alternative: we might ask you to courier the product back to us, and we’ll reimburse the shipping cost, or find another solution. We will make sure you’re not inconvenienced.
Return in Original Condition:
When handing over the product to the pickup agent, ensure that it is in the condition described in your claim. Include all parts, freebies, original box, manuals, etc., that
came with it. For example, if a kit had 3 items and one was damaged, return all 3 if we are refunding/replacing the whole kit. If you received a free gift with the purchase that you are returning fully, the free gift should be returned as well (unless otherwise agreed with our team).
No Pickup (Dispose?):
In certain cases (especially minor leakage or damaged but usable product), we might not require a return. Our team will explicitly tell you if you can dispose of the item instead of returning it. This is typically done when the return shipping isn’t practical. In such cases, we will still send a replacement or refund as appropriate.
Resolution: Replacement or Refund
After we receive the returned product (or once your claim is verified, for cases where return pickup isn’t needed), we will process the resolution as follows:
Replacement:
By default, if a product is in stock, we will send you a new unit of the same product as a replacement for a damaged/wrong item. This will be shipped to you at no cost. The timeline for shipping the replacement is usually within 1-3 business days after we’ve received the returned item and verified the issue. Delivery time for the replacement will be as per our standard shipping timelines from that point. We’ll share tracking details for the replacement as well. If multiple items were affected, we will replace all affected items. If the issue was a missing item, we will simply send out the missing item.
Refund:
If the product is out of stock or if you prefer a refund (in certain cases), we will issue a full refund for the affected item instead of a replacement. Refunds are typically processed back to the original payment method you used. For example, if you paid via credit card or online banking, the refund will go to the same account/card. If the order was Cash on Delivery, we will arrange the refund via a bank transfer or UPI to your bank account (we’ll reach out to get your bank details in that case). 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. We strive to be faster, but bank processing times can vary, so we appreciate your patience during that period.
Store Credit (alternative):
In some cases, we can offer a store credit or a coupon code of the equivalent refund value, if you prefer. This could be useful if you wish to purchase something else immediately. Store credit can often be provided faster than bank refunds. However, this is entirely your choice – we typically default to a refund unless store credit is requested.
We stand behind our products, and if we genuinely messed up or you received something in unacceptable condition, we will make it right either through a replacement or a refund.
Conditions Where Returns/Refunds May Be Declined
We want to be fair and transparent, so here are scenarios where we unfortunately cannot accept a return or issue a refund:
Request Outside the Timeframe:
If you contact us about an issue more than 48 hours after delivery, we reserve the right to decline the return. It becomes hard for us to verify when or how the damage occurred after that window. Please inspect your products as soon as you receive them to avoid this situation.
Used or Partially Used Products:
If a significant portion of the product has been used up or the product shows signs of use, we cannot accept it back. (Example: you used half the bottle and then claim it was damaged – such cases won’t qualify.) Returns must be in unused condition except for the reported issue.
Altered or Missing Packaging:
If the product’s original packaging (including boxes, seals, labels) is missing or heavily tampered with beyond what was necessary to discover the problem, we might not accept the return. For instance, throwing away the bottle and returning only the cap or something would not be acceptable.
Seal Broken with No Damage:
If you broke the seal and used the product and simply did not like it, we cannot take it back due to hygiene reasons. Our products are not meant to be returned once opened (unless there was a defect).
Change of Mind:
Deciding you no longer want the product after it’s delivered, or ordering by mistake and requesting a return after delivery, is not covered. Please make sure you intend to purchase an item before ordering. If you realise you ordered the wrong item, contact us quickly before it’s shipped – we might be able to help in that case by cancelling or modifying the order.
Products on Sale or with Promotions:
Items bought during special promotions, sales, or with discount codes are generally final sale and not eligible for return or exchange (unless, of course, there is a legitimate damage/incorrect issue). We will clarify on the sale T&Cs if returns are restricted. Often, high-discount clearance items are non-returnable.
Free Gifts or Samples:
If an order included a free gift and your main product was fine, the free gift is not something we typically replace or refund if it’s damaged or not liked (though you can let us know and we’ll see what we can do). Free sample sachets, etc., are also not eligible for return.
Third-Party Purchases:
As mentioned, if you bought a Numanz product from a reseller, another website, or a store, we cannot handle the return. You must follow up with the original seller. We only handle returns for products purchased directly from www.numanz.in or our official channels.
If a return request is not approved for any of the above reasons, we will notify you via email with the reasoning. We hope you understand these policies are in place to ensure fairness and safety for all customers.
Cancellation Policy
We include cancellations here since they’re related to returns in some ways:
Customer-Initiated Cancellation:
If you made an order and then changed your mind, you can cancel by contacting us quickly. We allow a cancellation window of 1 hour after order placement. Beyond 1 hour, the order might have already been processed and shipped. To cancel, email orders@numanz.in with your order number and a request to cancel. If the order is successfully cancelled before shipping, any pre-paid amount will be fully refunded to you (usually within 5-7 days).
Shipped Orders:
If your order has already been shipped out by the time you request cancellation, we unfortunately cannot recall it. You may refuse the delivery when the courier attempts (just do not accept the parcel).
For prepaid orders, once the package comes back to us, we will treat it as a cancelled order and process your refund (minus any shipping/COD fees if applicable). This can take a couple of weeks overall due to shipping times.
For COD orders that are shipped before cancellation, just refusing delivery is fine; no charges will apply aside from the COD fee, which wasn’t collected anyway since you refused it.
Numanz-Initiated Cancellation:
If we have to cancel an order from our side (perhaps due to stock issues, payment not received, or delivery pin code issues), we will inform you as soon as possible. Any payment made will be refunded in full in such cases, and obviously, you won’t be charged anything for cancellations that originate from us.
For further details on cancellations, you can always reach out to our support or see the Terms of Service above, which also cover order cancellations.
We aim to be as accommodating as possible and will treat genuine cases with fairness. Our ultimate goal is for you to have a great experience with Numanz products. If you have any uncertainty or issues with a delivered product, please reach out – we’ll guide you to the best solution.
Contact for Returns
If you have questions about our Return Policy or need to discuss an issue with an order, feel free to contact our customer care team. We’re here to help:
Email: orders@numanz.in (for return/replacement requests and order-related issues)
Phone (Customer Care): +91 9718399477 (Mon–Fri, 10:00 AM to 7:00 PM) – You can call or WhatsApp this number for assistance.
Address for Returns (if instructed to send): Numanz, 34/GF, Sector-5, Gurugram, Haryana, 122001, India. (Please do not mail products here without contacting us first!)
We will do our best to resolve your issue quickly and satisfactorily. Thank you for your cooperation and understanding of our return guidelines.
