Return Policy

1. When You Can Request Assistance

Please contact us if your order has any of the following issues:

• A product different from the one you ordered.
• A product that was already expired when delivered.
• A damaged, leaking or tampered product received at delivery.
• An item missing from your order after all scheduled shipments have been delivered.
• A suspected manufacturing or quality defect.

Depending on the issue and our assessment, we will arrange an appropriate replacement, refund or delivery of the missing item.

2. Reporting Timeframes

• Wrong or expired products: Contact us within 7 calendar days of delivery.
• Damaged, leaking, tampered or missing items: Contact us within 2 calendar days of delivery.
• Defects discovered later: Contact us promptly after discovering the issue and provide the product and order details.

Reporting delivery issues promptly helps us investigate with our delivery partners. These reporting windows do not limit any rights or remedies available under applicable consumer law.

3. How to Request a Return or Replacement

1. Email nodal@drsufis.in with the subject “Return Request – Your Order Number.”
2. Include your order number, name, contact details, affected product and a description of the issue.
3. Where available, attach clear photographs of the product, shipping label, packaging, batch number and expiry date.
4. Keep the affected item and packaging while we review your request, unless retaining them would be unsafe.
5. Wait for our confirmation and return instructions before sending any product back.

An unboxing video may help us understand an issue, but it is not mandatory. We may request other reasonable information needed to assess your claim.

We aim to review requests within 2 business days. If further investigation is needed, we will keep you informed.

4. Product Condition and Return Restrictions

For hygiene and safety reasons, we do not offer routine returns or exchanges for a change of mind, an incorrect selection made by the customer or personal preference.

Products opened, used, altered or damaged after delivery are generally not eligible for routine returns. This restriction does not exclude valid claims involving defects, incorrect products or damage present at delivery.

Please retain original labels, packaging and accessories where available. If any of these are missing, explain the circumstances when submitting your request.

5. Return Collection and Shipping

Once a return is approved, we will explain whether collection is available at your location or whether another return method is required.

For an approved return involving an incorrect, expired, defective or delivery-damaged product, we will arrange return shipping at our expense or agree on reimbursement of reasonable shipping costs before you send the item.

If self-shipping is agreed, use a tracked courier and retain the receipt and tracking number. Pack the product securely to prevent further damage.

Do not send products to our contact address unless we have confirmed it as the return destination.

6. Replacements and Missing Items

Replacements are subject to stock availability. If the required product is unavailable, we will discuss a refund or another resolution with you. We will not substitute a different product without your agreement.

Missing-item claims do not require returning an item you did not receive. We may check packing and delivery records before arranging the resolution.

7. Refunds

After the claim is approved and any required return inspection is completed, we aim to initiate the refund within 7 business days. We will notify you when it has been initiated.

• Prepaid orders: Refunds are normally sent to the original payment method. If that is unavailable, we will agree on another suitable method with you.
• Cash on Delivery orders: We will request the bank details needed to transfer the approved refund.

Your bank or payment provider may require additional time to credit the amount after we initiate it.

Refunds reflect the amount actually paid for the affected item after applicable discounts. Any adjustment involving delivery charges, bundles or promotional items will be explained before the refund is finalised.

We will never ask for your OTP, payment PIN or account password to process a refund.

8. Order Cancellations

To request cancellation, email nodal@drsufis.in as soon as possible with your order number.

We can cancel an order if it has not been dispatched and fulfilment can still be stopped. A cancellation request is confirmed only after you receive our confirmation.

Once an order has been dispatched, cancellation may no longer be possible. Please contact us for assistance.

For an approved cancellation of a prepaid order, we aim to initiate the refund within 7 business days.

If we cannot fulfil an order because of stock unavailability, a payment issue or another operational problem, we will notify you and refund any payment collected for the cancelled items.

9. Partial Orders and Promotional Purchases

You can raise a claim for an eligible item without returning the rest of your order.

For bundles or promotional purchases, we will explain whether associated items need to be returned and how the refund is calculated. Promotional pricing does not remove remedies for defective or incorrect products.

10. Product Concerns

Individual experiences with personal care products can vary. A preference about fragrance, texture or results alone does not qualify for a routine return.

If you experience an unexpected reaction, discontinue use and contact us with the product name, batch number and order details. We will review safety or quality concerns individually.

11. Your Consumer Rights

Nothing in this policy limits rights or remedies available under applicable consumer law, including those relating to defective, misdescribed or incorrectly supplied goods.

12. Contact Us

For return, replacement, cancellation or refund assistance, contact: