CUSTOMER PROTECTION
Refund Policy
Your satisfaction is our priority. Clear, fair, and hassle-free refunds — because you deserve nothing less.
Our Promise to You
At B-Lady, customer satisfaction is at the heart of everything we do. We understand that sometimes a product may not meet your expectations or may arrive damaged. This Refund Policy outlines the terms under which refunds are processed — with full transparency, fairness, and respect for your time.
— ELIGIBILITY AT A GLANCE
What's eligible for return?
You CAN Return
-
✓
Damaged or Defective Products
Broken seals, cracked packaging, leaking products
-
✓
Wrong Product Delivered
Incorrect shade, variant, size, quantity, or brand
-
✓
Missing Items
One or more items missing from your order
-
✓
Expired Products
Products past expiry date or with very short shelf life
-
✓
Quality Concerns
Doesn't match description or causes adverse reaction
-
✓
Non-Delivery
Order lost in transit or not delivered on time
You CANNOT Return
-
✕
Change of Mind
Simply not wanting the product anymore
-
✕
Used or Opened Products
Products that have been opened, applied, or tested
-
✕
Missing Packaging
Returns without original packaging, tags, or seals
-
✕
Sale Items
Clearance, flash sale, or promotional items (if marked)
-
✕
Gift Cards & Credits
Gift cards, vouchers, store credits, loyalty points
-
✕
Intimate & Hygiene Products
For health and hygiene reasons
— HOW IT WORKS
Request a refund in 4 simple steps
Initiate Request
Log in to your account, go to "My Orders", select the order, and click "Request Return/Refund".
Provide Evidence
Upload clear photos or videos of the product, packaging, shipping label, and invoice for verification.
Return Pickup
Once approved, our logistics partner will arrange a pickup from your address. No charges for our errors.
Receive Refund
Refund is processed to your original payment method within 5-7 business days after quality inspection.
Refund Eligibility
We accept refund requests under the following circumstances:
Damaged or Defective
Broken seals, cracked packaging, leaking products, manufacturing defects, or tampered items.
Wrong Product
Different shade, variant, size, quantity, or brand than what you ordered.
Missing Items
One or more items missing from the package you received.
Expired Products
Products past their expiry date or with unreasonably short shelf life.
Quality Issues
Doesn't match description, causes adverse reactions (subject to investigation).
Non-Delivery
Order not delivered within estimated time or confirmed lost in transit.
Refund Ineligibility
Refunds will not be processed under the following circumstances:
Change of Mind
We do not offer refunds for products where you have simply changed your mind or no longer want the product. Please review product details carefully before ordering.
Used or Opened Products
Products that have been opened, used, applied, or tested are not eligible unless they're damaged, defective, wrong, or expired.
Missing Packaging
Products returned without original packaging, tags, seals, accessories, or freebies will not be eligible.
Sale & Promotional Items
Products purchased during clearance, flash sales, or special promotions may have limited or no refund eligibility (clearly mentioned on product page).
Gift Cards & Store Credits
Gift cards, e-gift vouchers, store credits, and loyalty reward points are non-refundable and cannot be exchanged for cash.
Free Samples & Gifts
Free samples, complimentary products, promotional gifts, and bonus items included with your order are not eligible for refund.
Customer-Damaged Products
Products damaged due to misuse, improper storage, negligence, or any cause attributable to the customer after delivery.
Intimate & Hygiene Products
For health and hygiene reasons, intimate hygiene products, sanitary items, undergarments, earrings, and products with broken tamper-evident seals cannot be returned.
Refund Request Timeline
Standard Refund Window
You must raise a refund or return request within seven (7) calendar days from the date of delivery.
Damaged, Defective, or Wrong Products
For damaged, defective, or wrong products, raise a request within forty-eight (48) hours of delivery. We strongly recommend inspecting orders immediately upon delivery.
Non-Delivery Claims
If your order has not been delivered within the estimated timeline, contact our support team within seven (7) calendar days from the expected delivery date.
How to Request a Refund
4.1 Through Your Account
- Log in to your B-Lady account on website or mobile app
- Navigate to "My Orders" and select the relevant order
- Click "Request Return/Refund" and select the reason
- Provide detailed description and upload supporting photos/videos
- Submit your request and receive a confirmation email with reference number
4.2 Through Customer Support
If unable to raise a request through your account, contact our customer support team:
Information Required:
- Order Number
- Product Name and SKU
- Reason for Refund Request
- Clear Photographs or Videos of the Product and Packaging
- Your Registered Email Address and Phone Number
4.3 Supporting Evidence
For all refund requests, you may be required to provide:
- Clear photographs of the damaged, defective, or wrong product
- Photographs of the packaging, shipping label, and invoice
- An unboxing video (strongly recommended for high-value orders)
- Any other relevant documentation as requested
Return of Products
5.1 Return Pickup
Once your refund request is approved, our logistics partner will arrange a return pickup from the address provided. You'll be notified of the pickup schedule via email and SMS.
5.2 Self-Ship Returns
In locations where reverse pickup is not available, you may need to self-ship to our return address. Shipping charges will be reimbursed upon successful refund processing, subject to:
- Use of reputable courier service with tracking
- Sharing tracking details with our support team
- Product must reach our warehouse within 14 calendar days of approval
5.3 Return Packaging Guidelines
✓ DO
- Pack securely in original packaging
- Include all tags, seals, and accessories
- Keep product unused and unopened
- Include original invoice or order confirmation
✕ DON'T
- Write or stick labels on product packaging
- Make markings on the brand box
- Remove or damage original seals
- Ship without proper packaging
5.4 Return Inspection
All returned products undergo quality inspection at our warehouse. The refund is processed only after the product passes inspection. If the product doesn't meet eligibility criteria, we reserve the right to reject and ship it back to you at your expense.
Refund Processing & Timelines
Refunds will be processed through the original payment method used at the time of purchase.
Original card used for payment
Original bank account
Original UPI-linked account
Paytm, PhonePe, Amazon Pay, etc.
Bank transfer / UPI / Store Credit
Wallet balance for future purchases
Partial Refunds
Partial refunds may be issued in cases such as:
- Only a portion of your order is eligible
- Returned product shows signs of use or wear not attributable to transit
- Freebies, accessories, or promotional items not returned
- Applicable deductions for shipping or promotional discounts
Shipping Charges Refund
If the refund is due to our error (wrong, damaged, defective, missing, or non-delivery), original shipping charges will be refunded in full. For other reasons, shipping charges may or may not be refunded at our discretion.
Cancellation & Refund
7.1 Order Cancellation by Customer
Before Shipment
Cancel directly from "My Orders" — full refund processed to original payment method.
After Shipment
Cancellation not possible. Wait for delivery and raise return/refund request.
7.2 Order Cancellation by B-Lady
We reserve the right to cancel any order at our sole discretion for:
- Product is out of stock or unavailable
- Pricing error or technical glitch
- Suspected fraudulent or unauthorized transaction
- Inability to verify order or payment details
- Payment transaction failure
- Non-serviceable delivery address
- Violation of our Terms and Conditions
In such cases, full refund is issued to original payment method within 5-7 business days.
Replacement Policy
8.1 Replacement Eligibility
Instead of a refund, you may opt for a replacement of the same product (same variant, shade, size) in cases of:
- Damaged or defective product
- Wrong product delivered
- Expired product
Replacements are subject to product availability. If unavailable, we will process a full refund instead.
8.2 Replacement Process
Once approved, the replacement product will be shipped within 3-5 business days, subject to availability and delivery location.
8.3 Replacement Charges
No additional charges for replacements arising from our error. Return pickup and replacement delivery are arranged at no cost to you.
Exchange Policy
B-Lady currently does not offer direct exchanges for a different product, shade, variant, or brand.
If you wish to receive a different product, you will need to:
- Return the original product and request a refund as per this policy
- Place a new order for the desired product
Refund by Payment Method
10.1 Prepaid Orders
For prepaid orders (credit/debit card, net banking, UPI, digital wallet), refunds will be processed to the original payment method as outlined in Section 6.
10.2 Cash on Delivery (COD) Orders
For COD orders, refunds for eligible returns will be processed via:
- Bank Transfer (NEFT/IMPS): Provide bank account number, IFSC code, account holder name
- UPI Transfer: To your registered UPI ID
- B-Lady Store Credit: Credited to your B-Lady wallet for future purchases
Failed or Delayed Refunds
11.1 If You Haven't Received Your Refund
- Check your bank/credit card statement for the refund credit
- Contact your bank or payment provider — processing times may vary
- Check your B-Lady Wallet or Store Credit balance
- Contact our support team with your order and refund reference number
11.2 Refund Discrepancies
If the refund amount differs from expected, it may be due to:
- Deductions for shipping charges, handling fees, or promotional discounts
- Partial refund for partially eligible items
- Currency conversion charges or bank fees
- Deduction of loyalty points or store credits used at purchase
If you believe there's a genuine discrepancy, please contact our support team for prompt resolution.
Fraud Prevention
B-Lady reserves the right to refuse, reject, or limit refund requests where fraudulent, abusive, or suspicious activity is detected.
Examples of Suspicious Activity:
- Multiple refund requests from same account without legitimate cause
- Returning used, switched, counterfeit, or different products
- Providing false or misleading information or evidence
- Exploiting promotional offers or pricing errors
- Any fraud, misrepresentation, or policy abuse
Consequences:
- Rejection of refund request
- Suspension or termination of user account
- Restriction of future orders
- Recovery of financial losses
- Reporting to law enforcement authorities
Dispute Resolution
Internal Resolution
Write to our Grievance Officer at grievance@b-lady.com. Acknowledgment within 48 hours, resolution within 30 days.
Consumer Forum
If unsatisfied, approach the Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.
Arbitration
Disputes shall be resolved by arbitration under the Arbitration and Conciliation Act, 1996. Venue: Mumbai, India.
Amendments to This Policy
B-Lady reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on this page with the revised "Last Updated" date.
We encourage you to review this Refund Policy periodically. Your continued use of the Platform after any changes constitutes acceptance of the revised terms.
Governing Law & Jurisdiction
This Refund Policy shall be governed by and construed in accordance with the laws of India:
Any disputes arising shall be subject to the exclusive jurisdiction of the competent courts located in Mumbai, India.
Contact Us
If you have questions or need assistance with a refund request, please reach out:
Returns Email
returns@b-lady.com
Priority SupportGeneral Support
support@b-lady.com
Phone Support
+91 1800 123 4567
Grievance Officer
Escalation ContactRegistered Office
B-Lady Beauty Pvt. Ltd.Mumbai, Maharashtra, India
Need to request a refund?
Our customer support team is here to help you every step of the way.