Refund and Returns Policy
Returns, Refunds, Cancellations and Exchanges
Returns of the product will only be accepted within 7days from the date of delivery only if the product is incorrect or expired product been shipped. An email with photos of the incorrect product should be sent within the stipulated time in order for us to accept the request.
Any return will be accepted only if a video has been made and uploaded while opening the package.
In case of damaged/ missing product(s), raise a return/ replacement request within 2 days from the date of delivery. Should you wish to return all or part of your order, you need to inform us within 48 hours of receipt of the products by writing to us on [email protected].
Returns will not be accepted if the product has been used and/or the seal has been broken for the product and/or the serial number has been tampered with. On receipt of the returned product, Stelanore will proceed to inspect the same and validate the claim.
Once approved as an eligible return, a refund or replacement will be issued. If the product is found to be ineligible for return, the product will be couriered back to you.
If you made an online payment, we will refund the amount back in the original source (debit/credit card, bank, wallet, etc) within 7 working days of receiving the request from you.
For COD orders, we will refund the amount to your bank account within 14 working days of requesting a refund.
Return or the replacement request should be raised within 7 days from the date of delivery, if you’ve received wrong or expired product(s)
After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly.
Please note that replacement will depend upon the stock availability.
Return/Replace Policy
- Wrong product delivered
- Expired product delivered
- Damaged product delivered – Physical damage/ tampered product or packaging
- Incomplete order – missing products
Non-Acceptance of return/ replacement requests Policy
- Opened/ used/ altered products.
- Original packaging (mono cartons, labels, etc.) missing.
- The return/ replacement request is generated after 7 days from the date of delivery.
- The damaged/ missing product is reported after 2 days from the date of delivery.
Processing of the Returns of the product
Once you request to return a product, a pick up is organised for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.
Cancellation Policy
Your order can only be cancelled if it is yet to be shipped. You can cancel order from CANCEL button from order details page under My account section. You just need to give reason for cancellation, and leave rest on us.
Stelanore reserves the right to cancel any order without pre-confirming the customer at any time and may verify any order before shipping the same to the customer that may include having a verbal or written confirmation from the customer.
Note – Orders can be only cancelled till the status is “Ready to Ship”.
Refund of cancelled or returned product
In case of prepaid orders, money will be returned to the bank account/ credit/debit card or where the payment was made from within 7 business working days. For Cash on Delivery orders customers will be required to provide bank details where they would like to receive the refund.
We will process your refund within 7 business days in case of cancellation of an order. In case of returns, we will refund the money after the product has been received by our warehouse and post completion of quality check. Please note, this entire process takes 2 weeks after the return has been picked up.
You can return any products that are eligible for returns within 7 days of delivery.