Return & Refund Policy

Last updated: Dec, 2025

This Return, Refund & Exchange Policy is drafted in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and applicable Indian laws. This policy applies to all purchases made from Dunes Beauty ("Company", "we", "our", "us"). By placing an order, you agree to the terms stated below.

1. No Returns on Opened or Used Products (Hygiene Policy)

Due to the personal nature, hygiene standards, and safety regulations applicable to cosmetic and beauty products, Dunes Beauty does not accept returns once a product has been opened, used, or tampered with.

This clause is compliant with Indian consumer laws, which allow non-returnable status for hygiene-sensitive goods when clearly disclosed prior to purchase.

2. Return Eligibility (Accepted Only In Limited Cases)

Returns or replacements will be considered only if one of the following conditions is met:

  • The customer has received an incorrect product; or

  • The customer has received a damaged product; or

  • The product is unused, unopened, sealed, and in original packaging, with all tags and labels intact.

Any request that does not meet the above criteria shall be rejected.

3. Mandatory Proof & Reporting Timeline

To be eligible for return or replacement, customers must:

  • Contact us within 48 hours of delivery

  • Provide a clear, continuous unboxing video (without cuts or edits)

  • Provide clear photographs of:

    • The outer package

    • The inner packaging

    • The product received

Failure to provide valid proof within the stipulated timeframe will result in rejection of the request.

4. Inspection & Approval Rights

All return or replacement requests are subject to internal verification and inspection by Dunes Beauty.

We reserve the sole right to:

  • Accept or reject return claims

  • Determine whether the product qualifies as damaged or incorrect

Our decision shall be final and binding, subject to applicable consumer laws.

5. Refund Policy

  • Cash refunds are not provided under any circumstances.

  • Approved cases will be resolved via:

    • Store credit, or

    • Replacement of the same product

Refunds shall not be issued for:

  • Change of mind

  • Shade preference or personal dissatisfaction

  • Incorrect or incomplete address provided by the customer

  • Failed deliveries due to customer unavailability

Store credits, if issued, will have a validity period as specified at the time of issuance and are non-transferable.

6. Exchange Policy

  • Exchanges are permitted only in cases of:

    • Wrong product shipped

    • Order fulfillment errors attributable to Dunes Beauty

Exchanges are not allowed for:

  • Change of mind

  • Shade or variant selection errors made by the customer

  • Used or opened products

7. Reverse Pickup, RTO & COD Abuse Protection

7.1 Reverse Pickup

If a return or replacement is approved:

  • Reverse pickup will be arranged by Dunes Beauty where serviceable.

  • In certain cases, customers may be required to self-ship the product to an address communicated by us.

  • Products sent back without prior written approval will not be accepted or processed.

7.2 RTO (Return to Origin) Policy

If an order is returned to us due to reasons including but not limited to:

  • Customer unavailability at the time of delivery

  • Incorrect or incomplete shipping address provided by the customer

  • Refusal to accept delivery

Such cases shall be treated as RTO orders. For RTO orders:

  • Shipping charges and return-to-origin charges are non-refundable.

  • No cash refund shall be issued.

  • Dunes Beauty reserves the right to deduct logistics costs before issuing any store credit, if applicable.

7.3 COD Abuse & Blacklisting

To prevent misuse of Cash on Delivery (COD) services:

  • Repeated COD refusals or RTO incidents may result in restriction or permanent disabling of COD for the customer.

  • Dunes Beauty reserves the right to block or cancel future orders from accounts, phone numbers, or addresses that show abusive or fraudulent ordering behavior.

This clause is implemented to ensure fair usage and protect the business from logistics losses.

8. Chargeback, Fraud & Limitation of Liability

8.1 Chargebacks & Payment Disputes

If a customer initiates a chargeback or payment dispute without first contacting Dunes Beauty for resolution:

  • We reserve the right to submit order details, delivery confirmation, tracking data, and unboxing proof to the payment gateway and issuing bank.

  • Any dispute raised after successful delivery may be treated as fraudulent, subject to verification.

Customers are encouraged to contact us directly before raising disputes to enable faster resolution.

8.2 Limitation of Liability

Dunes Beauty’s maximum liability, if any, shall be strictly limited to the value of the product paid by the customer, excluding shipping fees, COD charges, taxes, or convenience fees.

Under no circumstances shall Dunes Beauty be liable for indirect, incidental, punitive, or consequential damages arising from the use or inability to use the product.

9. Compliance With Consumer Protection Laws

Nothing in this policy shall be deemed to limit or waive any rights granted to consumers under the Consumer Protection Act, 2019 or other applicable Indian laws.

10. Governing Law & Jurisdiction

This policy shall be governed by and interpreted in accordance with the laws of India. Any disputes shall be subject to the exclusive jurisdiction of courts located in Mumbai Maharashtra.

11. Contact for Returns & Support

For all return, refund, or exchange requests, customers must contact:

📧 Email: support@dunesbeauty.in
📄 Subject Line: Return Request – Order ID

Please include your Order ID, issue details, and required proof in the email.

By purchasing from Dunes Beauty, the customer confirms that they have read, understood, and agreed to this Return, Refund & Exchange Policy.