Returns & Refunds

We want you to love every Tenderma product. If something isn’t right, we’ll make it right. This policy complies with the Consumer Protection Act 2019 and the Consumer Protection (E-Commerce) Rules 2020.

1. Eligibility for return

Returns are accepted within 7 days of delivery in the following circumstances only: (a) product arrived damaged, defective, or leaking; (b) wrong product shipped; (c) expired product; (d) significantly different from the product description on our site. For hygiene and safety reasons, we cannot accept returns of opened, used, or partially consumed skincare products beyond these defect categories.

2. How to raise a return

Within 7 days of delivery, email care@tenderma-india.com with: (i) your order number; (ii) the reason for return; (iii) clear photographs of the product and packaging; (iv) your pickup address. Our team will respond within 48 hours with the next steps.

3. Reverse pickup

For eligible returns, we arrange reverse pickup at no cost to you. Please keep the product in its original packaging with all accessories and the invoice.

4. Refunds

Once the returned product is received and inspected (typically within 48 hours of pickup), the refund is initiated to the original payment method. Timelines:

• UPI / Net-banking / Wallets: 3–5 working days
• Credit / Debit card: 5–7 working days
• COD orders: refunded to your provided bank account within 7–10 working days

5. Replacements

If you prefer a replacement instead of a refund for an eligible return, we’ll dispatch the replacement within 3 working days of receiving the original product back.

6. What is NOT returnable

(a) Products opened, used, or tested (unless defective); (b) returns raised after 7 days of delivery; (c) products damaged due to misuse; (d) promotional / free items; (e) orders with tampered invoices or missing packaging.

7. Allergic or sensitivity reactions

We encourage a small patch test before first use. If you observe any adverse reaction, stop using the product immediately and consult a paediatrician. Please report the reaction to care@tenderma-india.com with details — we take every report seriously and will process a full refund in genuine cases.

8. Escalation

If you are not satisfied with our response, you may escalate to the Grievance Officer (see Grievance Redressal policy) and thereafter to the National Consumer Helpline (1800-11-4000) or the Consumer Forum in your jurisdiction under the Consumer Protection Act 2019.