Return and Refund Policy

Last updated: 07 October 2025

Introduction

Thank you for shopping with Deneb Luxury. Due to the hygiene‑sensitive nature of cosmetics and personal care products, our returns are limited to specific scenarios detailed below. This policy applies to purchases made on https://denebluxury.com.

Eligibility Overview

Cosmetics and personal care products are generally non‑returnable and non‑exchangeable once opened, used, or if the hygiene seal is broken. This is to protect customer health and safety. Exceptions apply for items damaged in transit, defective, or incorrectly delivered.

Non‑returnable categories include opened/used products, items with tampered or broken seals, testers, free gifts, gift cards, and personalized items. Unopened items may be considered only in exceptional cases at our sole discretion.

Return Window

Damage/defect/wrong item: Report within 48 hours of delivery with proof as outlined below.

General returns for change of mind are not accepted for cosmetics; unopened returns may be considered case‑by‑case if the hygiene seal is fully intact and packaging undamaged.

Condition Requirements

Unused, unopened, with all hygiene seals, shrink wrap, labels, batch codes, and brand packaging fully intact.

Any freebies, samples, and bundled products received with the order must be returned together.

Proof Required for Damage/Defect/Wrong Item

Unboxing video captured from the first seal cut, clearly showing the outer label, intact seal, inner packaging, and the product condition.

Clear photos of the outer box, inner cushioning, MRP/lot/batch sticker, and the product issue.

For wrong/missing items, include a photo of the shipping label and items received.

Initiating a Return

Contact: Email [info@denebluxury.com] or raise a request via Account > Orders within the stipulated window including order number, issue description, photos, and unboxing video link.

Approval: Our team will verify within 2–3 business days. Approved requests will receive pickup/self‑ship instructions.

Reverse Pickup and Self‑Ship

Reverse pickup: We will attempt pickup 1–2 times from eligible PIN codes. Ensure secure outer packaging to avoid in‑transit damage.

Self‑ship: If pickup is unavailable, ship via any trackable courier to our return center after authorization and share the AWB. Unauthorized returns may be refused.

Outcomes We Offer

Replacement: For damaged/defective/incorrect items, subject to stock availability. If unavailable, a full refund will be issued.

Refund: Prepaid refunds are issued to the original payment method; COD refunds via UPI/bank transfer or as store credit.

Exchange: Generally not offered for cosmetics; if granted case‑by‑case for unopened items, it must be the same value or SKU variant where applicable.

Fees and Deductions

For approved damage/defect/incorrect item cases, return shipping is borne by us.

For discretionary unopened returns, reverse logistics fee (as applicable, based on your location) may be deducted, and original shipping/COD fees are non‑refundable.

If the item fails quality checks (opened/used/tampered), the claim will be rejected and reship fee (as applicable, based on your location) applies to send the item back.

Inspection and Refund Timelines

Quality check: 2–4 business days after receipt at our warehouse.

Refund initiation: Within 2–4 business days after approval. Bank/UPI/card settlement may take an additional 5–7 business days depending on the provider.

Store credit (if chosen): Issued within 1–2 business days after approval.

Non‑Returnable/Non‑Refundable Items

Opened or used cosmetics; seal‑broken, swatched, or trialed items.

Tools and personal care appliances once packaging is opened (unless DOA/defective per brand warranty).

Items marked “Final Sale,” free gifts, gift cards, personalized kits, and trial/sample sizes.

Wrong, Missing, or Tampered Deliveries

Wrong or missing products must be reported within 48 hours of delivery with evidence.

If the outer package appears tampered, ask the delivery agent to note “Received with damage/tamper,” and contact us immediately before opening.

Warranty and Post‑Window Issues

Some appliances or devices may carry a brand warranty; after the return window, contact the brand service center as per their terms with the purchase invoice.

Cancellations

Before dispatch: Cancellations accepted within 6 hours of order placement or before AWB generation, whichever is earlier.

After dispatch: Cancellations are not possible; use the damage/defect/incorrect item process on delivery if applicable.

RTO and Re‑delivery

If a shipment returns due to address issues or non‑availability, re‑shipping can be arranged after confirmation; re‑shipping charges may apply.

If a refund is preferred instead, two‑way shipping and handling charges may be deducted from the refund.

Method of Refund

Prepaid: Refunded to original method wherever possible; some gateways only support the original source.

COD: Refunded via UPI/bank transfer or store credit after successful QC; beneficiary details may be required.

Policy Misuse

We reserve the right to refuse service, block accounts, and deny returns in cases of excessive returns, fraudulent claims, or evidence of product use/alteration.

How to Pack a Return

Keep the product in the original unit carton with seals intact, then place it inside a sturdy outer corrugated box/polymailer with sufficient cushioning.

Do not affix labels directly on the unit carton; include the invoice and a note with the order number.

Contact

Email: info@denebluxury.com

Phone/WhatsApp: +91‑7022669092

Return center: Deneb Luxury Ventures Pvt (OPC) Ltd
3, 5th Cross, Kempegowda Layout, N Nagenahalli,
Bangalore 560077

Hours: Mon–Sat, 10:00 AM–6:00 PM IST