Refund policy

Refund & Return Policy

At Neerva, we are committed to delivering high-quality skincare products with utmost care. Due to the personal and hygienic nature of skincare items, our return and refund policy is designed to protect both our customers and product integrity.

Please read this policy carefully before making a purchase.

1. Eligibility for Returns

Neerva accepts return or refund requests only under the following conditions:

Product received is damaged during transit
Product is leaking
Customer received the wrong item
Product received is expired
Packaging is tampered at the time of delivery
Customer experiences a genuine allergic skin reaction to the product (with proof)

Returns will not be accepted for reasons such as:

Change of mind
Dislike of fragrance or texture
Product did not meet personal expectations
Product “did not suit” the skin without visible allergic reaction
Opened or used products (except in case of allergic reaction claim)
Products purchased under offers, discounts, or combo deals

2. Time Frame to Report an Issue

Customers must report any issue within 48 hours of delivery of the product.

Requests raised after 48 hours of delivery will not be eligible for return or refund.

3. Mandatory Unboxing Video

To process any claim related to damage, leakage, missing items, or wrong product delivery:

An unboxing video recorded from the moment the package is opened is mandatory.

The video must clearly show:

The sealed package
The opening of the package
The condition of the products inside

Claims without an unboxing video will not be accepted.

4. Allergic Reaction Claims

In case of an allergic reaction:

Customer must notify Neerva within 7 days
Clear photos of the reaction must be shared
Photo of the product with visible batch number must be provided
Customer must discontinue use immediately

Neerva reserves the right to request additional information, including a dermatologist’s note if required.

For such cases, Neerva may offer:

Replacement, or
Store credit, or
Refund (at Neerva’s discretion)

5. Non-Returnable Products (Hygiene Policy)

Due to hygiene and safety reasons, the following products cannot be returned once opened:

Moisturizer
Sunscreen
Face wash
Face scrub
Toner
Face serum
Anti-ageing cream

6. Refund Process

If a refund is approved:

Refunds will be processed to the original payment method within 5–7 business days
For Cash on Delivery (COD) orders, refund will be processed via bank transfer or UPI after verification

Shipping charges are non-refundable.

7. Replacement Instead of Refund

Neerva reserves the right to provide a replacement instead of a refund wherever applicable.

8. Order Cancellation Policy

Orders can be cancelled only before dispatch.

Once the order has been dispatched, cancellation is not possible.

9. Incorrect Address / Failed Delivery

If a customer provides an incorrect address or fails to accept delivery:

No refund will be issued
Re-shipping charges will be applicable

10. Offers, Discounts, and Combo Products

Products purchased during promotional offers, discounts, or as part of combo deals are not eligible for return or refund.

11. Abuse of Return Policy

Neerva monitors return and refund patterns. We reserve the right to refuse service or deny returns/refunds to customers with a history of excessive or fraudulent claims.

12. How to Raise a Return/Refund Request

To raise a request, email us at:

hello@neervapure.com

Please include: