We at Dr. Sheth’s have formulated all our products with care, to deliver the best possible results for you. We hope you will love our products as much as we do. We strive every day to offer the best shopping experience on our website, and our team ensures that the necessary care is taken when we ship your products to you. In case of any issues, we apologize for any inconvenience it might cause.
How to Return:
STEP 1: Raise a return/replacement request within 7 days from the date of delivery, if you’ve received wrong or expired product(s).
Please raise a request here with order and contact details.
You can also raise a request with us using the Chat option.
In case of damaged/ missing product(s), raise a return/ replacement request within 2 days from the date of delivery.
STEP 2: Give us 2 working days to review your return request.
STEP 3: After reviewing your return request, we will send our courier partner to pick up the products delivered to you.
STEP 4: In case our reverse pick up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges, either in your PayTM Wallet or Dermapay Wallet
STEP 5:After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon the stock availability.
Under what conditions can I return/ replace my product?
- Wrong product delivered
- Expired product delivered
- Damaged product delivered – Physical damage/tampered product or packaging
- Incomplete order
- Missing products
- Under what conditions return/ replacement requests will not be accepted?
Original packaging (mono cartons, labels, etc.) missing.
The return/replacement request is generated after 7 days from the date of delivery.
The damaged/ missing product is reported after 2 days from the date of delivery.
How are returns processed?
Once you request to return a product, a pick up is organised for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.
For any other product related concerns, please let us know if you have any questions, our Team is happy to help! . Please contact us at email@example.com and we shall get back to you in 48 business hours.
We also accept refunds of prepaid orders in the below circumstances:
- You want to cancel your order & it has not yet been shipped: Your order can only be cancelled if it is not yet shipped from our warehouse, usually all orders placed before 12 noon are shipped out on the same day. All other orders are shipped the next business day. Kindly email firstname.lastname@example.org during business hours, to raise your request sending in your order details and the reason for cancellation. Order cancellation is subject to shipment status, if the order has not been dispatched from our facility, we can initiate the cancellation & refund & the payment will be credited within 7 business days.
- Product unavailability at our end: You have placed your order, however due to a technical glitch the product is no longer available. We will inform you of the same and initiate the refund & the payment will be credited within 7 business days.
- Return to Origin of your prepaid order: If under any circumstance, your prepaid order is returned back to us, after confirming with you, we will issue a refund of the order back to your payment source.
If you haven't received your refund after 7 business days, we recommend contacting your bank and/or credit card company. Sometimes it can take additional time before your refund is officially processed and posted to your bank account/credit or debit card. If you have done all of this and you still have not received your refund, please contact us immediately at email@example.com and we will look into it from our end.
Additionally, please find below the customer support contact details of our payment partners:
HOW TO REPLACE:
We offer complete peace of mind with safe and easy replacements if the following conditions occur and are reported within 24 hours of receiving the order, to firstname.lastname@example.org. Please check the product upon receipt:
- Product received is different from what you ordered or an expired product: Kindly email us picture of the product received on email@example.com along with your order number. Within the following 7-10 business days we will arrange a quick pick up and send you the replacement completely free of cost.
- Receipt of an incomplete order: Kindly email us the details of products you have not received with your order number on firstname.lastname@example.org. We will investigate the matter with our fulfillment team. Post verification at our end, we will ship the missing items in the following 7-10 business days.
- Receipt of damaged product: We take utmost care while preparing your shipment to make sure it reaches you in the best shape despite multiple handling while in-transit. However, unfortunate transit damages cannot be ruled out. Please save the box and merchandise and notify us immediately along with appropriate pictures and the order details on email@example.com and we will send you a replacement of the same product completely free of cost in the following 7-10 business days.
- Package shows delivered but is missing: Please have a look around your building / home to see if it was tucked away out of sight by the delivery agent, check with the security staff. If the package is still not found, please email us your order details on firstname.lastname@example.org, we will raise an inquiry with our shipping partners, and take the required follow-up steps. This process could take approximately 5-7 business days.
Terms & Conditions for our Refund and Return Policy:
- Product must be returned within 7 days of receipt. We only accept returns where less than 1/3rd of the product has been used, and with the original packing materials, so that return transit is safe for our delivery partners.
- Partially returned kits will not be accepted. To be eligible for a refund, all products in the kit must be returned.
- Products purchased with store credit will be reimbursed as store credit.
- Promotion codes are considered a discount on the order and the value of the discount will not be refunded when your return or exchange is processed. Promotion codes and discounts will not apply to exchanges.
- We are unable to issue a refund or exchange for any gift with purchase. You do not need to return free gifts with purchase along with your other products.
- Sample products are final, no returns, exchanges, or credit.
- We can only accept returns/exchanges for orders placed on www.drsheths.com
- If your original payment method is expired or no longer valid, we are only able to issue a refund in the form of a gift coupon which can then be availed of on our website.
- If you received your product as a gift, i.e. do not have the original invoice & order number, it is not eligible for exchange.
- We reserve the right to not honour return requests that we determine to be fraudulent/malafide and the decision of Dr Sheth’s in this regard will be final.
- International Clients: We are unable to refund duties and taxes as these are collected by the governing country.
MARKETPLACES & AUTHORISED RE-SELLERS:
Items purchased from other marketplaces/ authorized sellers and not directly from our website are not eligible for return, refund, store credit or exchange from us.
Request you to please reach out to their customer service to let them know about your concern so that we can then initiate the next steps through them. This will enable us to follow the right protocol in providing you with the optimal experience that you so deserve as an invaluable customer for our brand.
OTHER THINGS YOU NEED TO KNOW:
Our Business Hours – 9 am to 6 pm
Monday to Saturday
Customer care - email@example.com
All issues & disputes are to be raised within 7 days of receipt of your order. We would get back to you within 48 hours / 2 business days.
Please be aware that many shipping carriers are experiencing delays due to increased volume and COVID-19. As a result, shipments may be subject to delays while in transit.
As soon as the shipment is received, customers are requested to check the contents and report to us any discrepancy with photos on firstname.lastname@example.org. All our packing is done under strict supervision under CCTV surveillance. In case of any issues, we will check the footage and if we find that we have sufficient evidence to prove that we have sent all the correct products, we will not be liable for any loss of the products.
Any damage to the outer carton should be brought to our notice immediately with photos on email@example.com for us to take it up with the courier company. If the shipment is totally damaged, customers are advised to reject/return the shipment.
Once your order is placed, we will be regularly sending email updates regarding order confirmation, dispatch status etc. So, we request our customers to keep the filters of your email settings appropriately so that you receive such emails from us. We will not be responsible for such mails not received in case of wrong set up of email settings at the customers’ end.
All product or order related queries are to be raised only with firstname.lastname@example.org. Our social media channels are only a marketing medium and handled by a different team. While we try and address this to the extent possible in those channels, customers are advised to raise the issues only on email@example.com. We prefer to avoid discussing specific issues on Instagram / Facebook as every query requires time to check and resolve.
All queries are generally replied within 2 business days or 48 hrs and if there is a delay, the customers will be informed, especially in case of any external dependencies like checking with Payment Gateway / Courier partner / or any other agencies, or there are unforeseen events that are beyond our control (e.g. pandemic/ natural disaster).
All our products are made using safe ingredients. However, you are requested to do a patch test before using the product and if any irritation or red patches appear, then we advise to discontinue use of the products & contact a dermatologist to understand the problem. (For more details, please refer to our Product Disclaimer page).
Since our products have natural actives they are likely to react to environmental factors like heat, cold etc. and may either solidify or become liquid. Though we take utmost care, these are factors beyond our control. Please do not worry in case this happens, our products go through stringent quality testing and are FDA approved.
Please Note: only items purchased on www.drsheths.com will be covered with the above policy. If you purchased your Dr. Sheth’s product at one of our authorized retailers, please contact them for assistance.
All disputes are subject to Maharashtra jurisdiction.