Effective date: 20 June 2026

Last updated: 01 October 2026

We want you to be happy with your purchase from ADITYA EXIM ("we", "us", "our"). Because cosmetics are personal-care products, we have specific rules for returns to protect everyone's hygiene and safety. Please read this policy together with our Terms and Conditions and Shipping Policy.

1. When you can return or exchange a product

We accept returns, replacements or refunds only if the product you received is:

• Damaged in transit, including broken, leaking or crushed packaging that affects the product
• Defective, for example a faulty pump, cap, applicator or seal, or a product that is visibly spoiled
• Expired, or past its stated expiry date at the time of delivery
• Incorrect, meaning a different product, shade, size or quantity from what you ordered
• Missing, meaning an item from your order is not in the parcel
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2. What cannot be returned

• Products that are opened, used, tried or have a broken seal, unless they arrived defective or incorrect
• Products returned without original packaging, labels, tags or free gifts
• Products you simply changed your mind about, did not like the smell, texture or shade of, or that did not suit your skin or hair, since we cannot resell opened personal-care items
• Damage caused after delivery, such as spills, misuse or storage in unsuitable conditions
• Gift cards, sale or clearance items marked "non-returnable" [delete if you do not have any]
• Requests made after the reporting window in section 3
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3. How to report a problem

Contact us within 48 hours of delivery. Late requests may not be accepted. Please send:

1. Your order number and the email or phone number used for the order
2. Clear photos of the product, its batch number and expiry date, and the outer parcel including the shipping label
3. An unboxing video that shows the parcel being opened with the shipping label visible. This is strongly recommended and helps us process claims much faster, especially for damaged, missing or incorrect items
4. A short description of the problem

Email us at info.neelamagencies@gmail.com . Please do not return anything until we confirm your request.

4. What happens next

• We review your request within 48 hours and tell you whether it is approved.
• If approved, we either arrange a reverse pickup through our courier partner or ask you to ship the item back, as we tell you. We may skip the return in some cases, such as low-value or leaking products, and just refund or replace them.
• When the returned item reaches us, we check that it matches your claim. If it passes the check, we process your replacement or refund. If it does not, we will tell you why and may send it back to you.
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5. Replacement or refund

For approved claims, you can choose a replacement of the same product (subject to stock) or a refund. If the product is out of stock, we will offer a refund or another suitable product.

Refund timeline and method

• The refund covers the price of the approved items. Shipping charges are refunded only when the product was wrong, damaged or defective because of our error, or if a parcel is lost.
• Any COD handling fee is not refundable unless the error was ours.
• If you used a discount code or a free gift, the refund amount may be adjusted to reflect the discount actually paid.
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6. Cancelling an order

• You can cancel an order before it is shipped by contacting us as soon as possible with your order number. We will refund the full amount to the original payment method within 5 to 7 working days.
• Once an order has shipped, it cannot be cancelled, but you may refuse delivery. Refusal or failed delivery follows the return-to-origin rules in our Shipping Policy.
• We may cancel an order ourselves for reasons such as stock issues, pricing errors or non-serviceable pincodes. In that case, you get a full refund.
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7. Failed or duplicate payments

If money is deducted but your order is not confirmed, or if you are charged twice, it is usually returned automatically by your bank or Razorpay within 3 to 5 working days. If it does not arrive, contact us with the payment ID (it starts with "pay_"), the date and the amount, and we will help you track it.

8. Allergic or adverse reactions

We recommend a patch test before first use. If a product causes irritation or a reaction, stop using it and see a doctor if needed. Please contact us and tell us the product, batch number and what happened. Because these reactions vary from person to person, we review each case individually and may ask for photos or other details. We do not accept returns of used products solely because of a reaction unless required by law or approved by us.