Cancellation and Return Policy

Cancellation Policy

Cancellation before shipment:

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on esupport@in.naos.com or call us on 1800-102-1747 (Monday to Friday, 10AM to 6PM)

In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.

How will I get refunded for the cancelled orders and how long will this process take?

In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.

For payments done through credit/debit cards or net banking ,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
For cash on delivery transactions , As of now we COD option is disabled. Will enable this option soon.

What if I used discount vouchers during time of payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

Returns, Replacements and Refunds

How do I return an item purchased?

Bioderma offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 7 Days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in you order. Return/Exchange Policy is only applicable in below cases.

Received Damage Product
Received Wrong Product
Received Expired Product

Steps to Return/Exchange Product

Step 1: Click on Refund & Cancellation under “The Company” tag
Step 2: Enter your order ID details and your request to return/replace/refund your order. Kindly attach an image of the product and the invoice for reference.
Step 3: Once the return/exchange request gets approved from our end. We will pick up the products within 2-5 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Which are the items that cannot be returned/exchanged?

Returns will not be accepted under the following conditions:

Product is damaged due to misuse/overuse
Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered with.
Defective products that are not covered under Seller/Manufacturer’s warranty
Product is used or altered
If request is initiated after 7 business days of order delivery

Can I return/replace products purchased from partnered Pharmacy stores and retail stores?

Returns & Replacements will not be accepted under following conditions.

Product is damaged or over used.
If genuine invoice is not provided.
If product MRP label is tampered or damaged.
If request is initiated after 7 days of invoice.

Steps to Return/Exchange Product

Step 1: Contact us on esupport@in.naos.com
Step 2: Please provide necessary details of the product.
Step 3: Once the return/exchange request gets approved from our end. You need to courier the product back to our warehouse. We will initiate the replacement process only if the products are received by us in their original packaging with their seals, labels, and barcodes intact along with original invoice.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 7 Days of receiving the order:

Step 1: Contact our Customer Support team via email (esupport@in.naos.com) within 15 business days of receiving the order.
Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

For payments done through credit/debit cards or net banking ,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.