CUSTOMER PROTECTION
Return Policy
Simple, hassle-free returns. Because your satisfaction is the foundation of everything we do.
Our Commitment
At B-Lady, we are committed to delivering a shopping experience that is seamless, trustworthy, and satisfying. We understand that there may be occasions when a product does not meet your expectations or arrives in an unsatisfactory condition — and we're here to make the return process as simple and hassle-free as possible.
— ELIGIBILITY GUIDE
What can be returned?
Clear conditions for hassle-free returns
Eligible for Return
- Damaged Products Broken, cracked, dented, or leaking products during transit
- Defective Products Manufacturing defects affecting usability or quality
- Wrong Product Delivered Incorrect shade, variant, size, brand, or formulation
- Expired Products Past expiry date or unreasonably short shelf life
- Missing Items Items missing from the package as per invoice
- Not as Described Materially different from product description
Not Eligible for Return
- Opened/Used Products Products with broken seals or signs of use
- Missing Packaging Returns without original tags, seals, or accessories
- Intimate & Hygiene Products Lip products, mascaras, sanitary items, earrings
- Sale & Final Sale Items Clearance, flash sales, or marked "Final Sale"
- Free Samples & Gifts Complimentary products and promotional gifts
- Customized Products Personalized, engraved, or monogrammed items
— STEP-BY-STEP GUIDE
How to return a product
Login & Locate Order
Sign in to your B-Lady account and navigate to "My Orders" to find the order you wish to return.
Submit Request
Click "Return/Replace Item", select the reason, upload supporting evidence (photos/videos), and submit.
Get Approval
Our team reviews your request within 48 hours and confirms approval via email with your Return Reference Number (RRN).
Schedule Pickup
Our logistics partner will arrange a reverse pickup from your address on the scheduled date.
Quality Inspection
Once received, our team inspects the product within 3-5 business days to verify return eligibility.
Refund/Replacement
Once approved, refund is processed to your original payment method or replacement is shipped within 5-7 business days.
Return Eligibility
We accept return requests under the following circumstances:
Damaged Products
Broken packaging, dented products, leaking items, or broken pumps/applicators due to transit damage.
Defective Products
Manufacturing defects, missing components, printing errors, or products that don't function as described.
Wrong Product
Different shade, variant, size, fragrance, brand, or formulation than what you ordered.
Expired Products
Products past expiry date or with unreasonably short remaining shelf life.
Missing Items
One or more items missing from the package as reflected in the invoice.
Not as Described
Product is materially different from description, specifications, or images on the listing.
Non-Returnable Products
The following are not eligible for return unless damaged, defective, wrong, or expired:
Opened or Used Products
Products that have been opened, used, applied, partially consumed, or tested.
Missing Packaging
Products without original packaging, brand box, tags, seals, or accessories.
Intimate & Hygiene Products
Lip products, mascaras, eyeliners, intimate hygiene, sanitary items, piercing jewelry.
Sale & Final Sale Items
Clearance, end-of-season, flash sales, or items marked "Final Sale" at purchase.
Free Samples & Gifts
Complimentary products, promotional gifts, trial kits, and bonus items.
Gift Cards & Vouchers
Gift cards, e-gift vouchers, promotional codes, and store credits.
Customized Products
Products customized, engraved, monogrammed, or personalized per your request.
Digital Products
Digital products, online subscriptions, beauty boxes once activated.
Return Request Timeline
Standard Return Window
All return requests must be raised within 7 calendar days from the date of delivery. Requests raised after this period will not be entertained.
Damaged, Defective, or Wrong Products
Raise requests within 48 hours of delivery for priority resolution. We strongly recommend recording an unboxing video for all orders.
Missing Items
Raise return or replacement requests for missing items within 48 hours of delivery.
Non-Delivery Claims
Contact our support team within 7 calendar days from the expected delivery date if your order has not been delivered.
Conditions for Accepting Returns
4.1 Product Condition
Product must be unused, unopened, and in original condition
All tags, seals, labels, and tamper-evident stickers must be undamaged
All original accessories, components, freebies, and accompanying items
Brand box, outer packaging, and inner packaging materials intact
4.2 Documentation Required
- Original invoice or order confirmation
- Return request raised within the stipulated window
- Supporting evidence (photos/videos) for damaged or defective products
4.3 Supporting Evidence
When raising a return for damaged, defective, wrong, or expired products, you'll need to submit:
- Clear, well-lit photographs from multiple angles showing the issue
- Photographs of packaging, shipping label, outer box, and inner packaging
- Photographs of the invoice or order confirmation
- Unboxing video (strongly recommended for high-value orders)
- Any other documentation requested by our team
How to Raise a Return Request
5.1 Through Your B-Lady Account
- Log in to your B-Lady account on website or mobile app
- Navigate to "My Orders" and locate the relevant order
- Click on "Return/Replace Item" and select the items
- Select the reason from the dropdown menu
- Provide a detailed description and upload supporting evidence
- Choose your preferred resolution (refund or replacement)
- Submit and receive your Return Reference Number (RRN)
5.2 Available Return Reasons
5.3 Through Customer Support
If unable to raise through your account, contact us:
5.4 Acknowledgment Timeline
Our team will review and respond within 48 business hours with one of these outcomes:
Approved
Instructions for pickup or self-shipment
Info Required
Additional evidence or clarification needed
Rejected
With detailed reason for rejection
Return Pickup Process
6.1 Reverse Pickup
Once approved, we'll arrange reverse pickup from your registered delivery address through our logistics partner.
For a Smooth Pickup:
- Ensure product is securely packed and ready on scheduled date
- Pack in original packaging with all accessories and invoice
- Hand the package only to authorized logistics representative
- Obtain a pickup receipt for your records
6.2 Pickup Rescheduling
If unavailable on scheduled date, contact support at least 24 hours in advance. Maximum 2 pickup attempts will be made. After 2 failed attempts due to customer unavailability, the return request may be cancelled.
6.3 Self-Ship Returns
In locations where reverse pickup isn't available:
- Use a reputable, trackable courier service
- Share tracking details with returns@b-lady.com within 24 hours
- Product must reach our warehouse within 14 calendar days of approval
- Shipping charges will be reimbursed for eligible returns
Important: Do not ship returns to a B-Lady store or office without prior authorization. Our return warehouse address will be communicated to you at approval.
Return Inspection & Quality Check
7.1 Inspection Process
All returned products undergo thorough quality inspection at our warehouse. The inspection verifies:
- Product matches the one originally delivered
- Product condition matches the return reason
- All original packaging, tags, seals, and accessories included
- Product has not been used, tampered with, or damaged
- Return meets all conditions specified in this policy
7.2 Inspection Timeline
From product received at our return warehouse
7.3 Inspection Outcomes
Return Accepted
Product passes inspection. Refund or replacement initiated per your preference.
Partially Accepted
Product accepted but missing accessories. Partial refund processed after deductions.
Return Rejected
Product fails inspection. Will be shipped back to you at your expense.
Returns by Product Category
Different product categories have specific return conditions based on their nature:
Makeup Products
Foundations, lipsticks, eyeshadows, blushes — returnable only if sealed and unopened.
Sealed OnlySkincare Products
Serums, moisturizers, toners — returnable if unopened. Broken seals = damage/defect claims only.
Sealed OnlyHair Care Products
Shampoos, conditioners, hair oils, masks — returnable if unopened within return window.
Sealed OnlyFragrances & Perfumes
Returnable only if bottle is completely sealed and unopened. No exceptions once sprayed.
Sealed OnlyGrooming Tools & Devices
Hair dryers, straighteners, facial devices — returnable if unused with all accessories.
Unused OnlyNail Care Products
Nail paints and kits — returnable only if seal is intact and product is unused.
Sealed OnlyWellness & Supplements
Dietary supplements and ingestibles — strictly non-returnable once seal is broken.
RestrictedGift Sets & Combos
Must be returned as complete set. Partial returns require prior approval.
Complete SetReturns with Promotions & Discounts
Discount/Coupon Codes
Refund processed for actual amount paid after discount. Discount codes will not be reissued.
BOGO & Combo Offers
Entire set must be returned. Partial returns result in adjusted refund based on individual pricing.
Loyalty Points
Refund processed for monetary amount paid. Loyalty points reinstated to your account.
Cashback Offers
Cashback amount may be reversed or deducted from refund per offer terms.
Return of Gifted Items
10.1 Products Received as Gifts
If you received a B-Lady product as a gift and wish to return it, the return must be processed by the original purchaser through their B-Lady account. The refund will be credited to the original purchaser's payment method.
10.2 Gift Packaging
Gift packaging, gift wrapping, personalized messages, and gift add-ons are non-returnable and non-refundable.
International Orders
If B-Lady offers international shipping, return requests for international orders will be subject to specific terms that may differ from our standard policy. International shipping charges, customs duties, and taxes paid are generally non-refundable.
For international return queries, please contact our customer support team at support@b-lady.com for specific guidance and instructions.
Fraudulent & Abusive Returns
B-Lady has a zero-tolerance policy toward fraudulent, misleading, or abusive return behavior.
Examples of Suspicious Activity:
- Returning a used, switched, or counterfeit product in place of original
- Providing false or fabricated evidence (photos/videos)
- Making repeated or excessive return requests without legitimate grounds
- Exploiting promotional offers, refund policies, or pricing errors
- Returning products that don't belong to the original order
Consequences:
- Rejection of return request without further communication
- Permanent suspension or termination of user account
- Restricted access to Platform and future purchases
- Recovery of financial losses through legal means
- Reporting to law enforcement authorities
Dispute Resolution
Internal Grievance
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
Resolved via arbitration under the Arbitration and Conciliation Act, 1996. Venue: Mumbai, India.
Amendments to This Policy
B-Lady reserves the right to modify, update, or revise this Return Policy at any time without prior notice. Any changes will be effective immediately upon posting the updated policy on this page with the revised "Last Updated" date.
We encourage you to review this Return Policy periodically. Your continued use of the Platform after any changes constitutes acceptance of the revised terms.
Governing Law & Jurisdiction
This Return 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 return request, please reach out:
Returns Team
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 return a product?
Our customer support team is here to help you every step of the way.