Refund policy

Cancellation, Return and Refund Policy — NEWISH

This Cancellation, Return and Refund Policy applies to purchases made through www.newish.in (“Website”). The Website is operated under the NEWISH brand by Kharesiya Brands Private Limited. NEWISH maintains its own brand identity and offers hair-care, skin-care, personal-care, wellness and personal-safety products, including carrier oils, essential oils, aloe vera gel, vegetable glycerine and personal-safety sprays.

By placing an order, you agree to this Policy. Nothing in this Policy limits any right or remedy available to a consumer under applicable Indian law.

1. Order Cancellation

A cancellation request may be submitted through the Website, where the cancellation option is available, or by contacting customer care.

Cancellation may be requested at any stage. Where an order has already been packed, invoiced, dispatched or handed to the courier, cancellation may require shipment recall, refusal of delivery or return-to-origin processing. Such requests will be handled with customer-care assistance and remain subject to the operational status of the shipment.

Partial cancellation requests must be raised with customer care. If the affected item has already been dispatched, the request may be processed through the applicable return-to-origin or reverse-logistics procedure.

Where a prepaid order is successfully cancelled, the refundable amount will be processed in accordance with Section 7 below.

2. Eligible Return or Replacement Claims

You may raise a claim where a product received is:

• damaged in transit;
• defective;
• incorrect or materially different from the product ordered;
• incomplete, with an item, cap, nozzle, seal, dispenser, component or accessory missing;
• expired or received with an unreasonably short remaining shelf life, where applicable;
• tampered with, leaking, contaminated or supplied with a broken safety seal;
• supplied in packaging that materially compromises product safety or usability; or
• otherwise eligible under the product page or applicable law.

For hair-care, skin-care, personal-care, essential-oil, carrier-oil, aloe-vera, glycerine and similar hygiene-sensitive products, eligibility may depend on whether the seal and packaging remain intact. An opened product may still be considered where the claim concerns a verified defect, leakage, expiry, contamination, tampering, broken seal, incorrect product or material discrepancy from the confirmed order.

A report of irritation, sensitivity, allergy or an unsatisfactory personal result does not automatically establish that a product is defective. Such concerns may be reviewed based on the product, batch details, directions for use, supporting evidence and applicable law.

For personal-safety sprays, a claim may be considered where the product is damaged, leaking, expired, tampered with, incorrectly supplied or has a verified manufacturing or dispensing defect. Customers must not test or discharge the product merely to establish return eligibility.

A return, replacement or refund is not automatic merely because a request has been submitted. Each claim is subject to verification of the order, product, supporting evidence and applicable eligibility conditions.

3. Seven-Day Reporting Period

Claims relating to a damaged, missing, incomplete, incorrect, expired, leaking, tampered or defective product must be raised within seven days from the date of delivery.

Requests submitted after this period may be considered only where required by law or approved by customer care on exceptional grounds. Escalation of an exceptional request does not guarantee approval.

4. Evidence Required

To review a claim, customer care may request:

• the order number and registered contact details;
• clear photographs or videos of the product and reported issue;
• photographs of the outer packaging, shipping label and invoice;
• photographs showing the product label, batch number, manufacturing date, expiry or best-before date, seal, cap, nozzle or leakage, where relevant;
• details of missing items, damage, leakage, tampering, adverse experience or defect; and
• any other reasonable information required to verify the claim.

Customers should preserve the product, original packaging, labels, seals, caps, nozzles, accessories, invoices and free items until the claim is resolved. Failure to provide reasonably requested evidence may prevent verification of the claim.

Customers should not dispose of, transfer, dilute, refill, extensively use or alter the product while a claim is under review, except where disposal is reasonably necessary for immediate safety. In such cases, customer care should be contacted as soon as reasonably possible and available evidence should be preserved.

5. Product Condition and Exclusions

Unless the product was delivered damaged, defective, incorrect, expired, contaminated, leaking or tampered with, an item proposed for return must ordinarily be unused, unopened, unaltered and in its original condition with the safety seal, packaging, labels, accessories and accompanying materials intact.

For hygiene, quality-control and safety reasons, opened, used, sampled, diluted, mixed, transferred, refilled or unsealed hair-care oils, skin-care products, essential oils, carrier oils, aloe vera gel, glycerine and similar personal-care or wellness products are ordinarily not returnable for change of mind, fragrance preference, texture preference, personal suitability, lack of expected cosmetic result or accidental incorrect selection.

Natural, botanical or oil-based products may show reasonable variation in colour, fragrance, viscosity, texture or appearance between batches. Such normal variation does not by itself establish a defect where the product remains safe, within specification and fit for its stated use.

A product will not ordinarily be treated as defective solely because it does not produce a particular cosmetic, hair-care, skin-care, aromatherapy or wellness result. Individual outcomes may vary based on skin type, hair type, sensitivity, application method, frequency of use and other personal factors.

Opened, discharged or tested personal-safety sprays are ordinarily not returnable for change of mind or personal preference. A return may be considered where there is a verified defect, leakage, damage, expiry, tampering or incorrect supply.

Customised, bundled or promotional products may be subject to the conditions stated on the relevant product page. Free items must ordinarily be returned with the principal product where the approved resolution requires return of the complete order or bundle.

A return may be declined where the product has been damaged or altered through misuse, incorrect storage, exposure to heat or sunlight, improper dilution, unauthorised mixing, contamination after delivery, use contrary to instructions, deliberate discharge, normal consumption or circumstances occurring after delivery.

6. Return Review and Collection

Approved returns may be collected through a designated logistics partner. Where reverse pickup is unavailable, customer care may provide an alternative procedure. A product must not be self-shipped without prior instructions.

Partial-return requests must be coordinated with customer care and may be processed through a return-to-origin or reverse-logistics workflow, depending on the shipment status.

Products that are leaking, broken, pressurised or otherwise potentially unsafe must not be repacked or shipped without specific instructions from customer care. Customers should keep such products away from children, flames, heat and direct sunlight and follow any safety instructions displayed on the product.

Returned products may be inspected before a replacement or refund is approved. Inspection may include verification of seals, packaging, labels, batch details, expiry information, quantity, leakage, contamination, usage and the nature of the reported issue.

7. Refunds

Where a refund is approved, it will ordinarily be initiated within seven business days after cancellation confirmation or completion of the applicable verification and inspection.

Refunds for prepaid orders will normally be made to the original payment method. For Cash on Delivery orders, customer care may request verified bank-account or UPI details for processing the refund.

The time taken for an approved refund to appear in the customer’s account may vary depending on the bank, payment gateway or payment method. Any non-refundable charge, if applicable, will be disclosed before the refund is processed and will remain subject to applicable law.

8. Replacement and Alternative Resolution

Depending on the nature of the verified claim and product availability, we may provide:

• replacement of the affected product;
• dispatch of a missing item, cap, nozzle or component;
• refund of the eligible amount; or
• another reasonable resolution agreed with the customer.

If a replacement is approved but the product is unavailable, a refund may be offered. A replacement product will remain subject to the same product-use instructions, warnings and policies as the original product.

Nothing in this Policy authorises customer-care personnel or automated systems to provide medical, dermatological or legal advice. Where a customer reports a serious adverse reaction, accidental exposure or personal-safety incident, the customer should seek appropriate professional or emergency assistance without delay.

9. Contact

Cancellation, return, replacement and refund requests may be submitted through the customer-support details displayed in the Contact Information or Contact Us section of the Website.

Please do not send a product to any address without first obtaining instructions from customer care.