Cancellation & Refund Policy

Effective Date: 8 June 2026

This policy applies to your purchase of products through mutateskincare.com (the “Website”), operated by InherAura Skincare Private Limited (CIN: U20237HR2025PTC132803) under the brand “Mutate Skincare” (“Mutate,” “we,” “us,” or “our”). By placing an order, you agree to the terms set out below. We may revise this policy from time to time, and we would ask that you review it before each purchase.

We value the care that goes into every order, and we want your experience of receiving it to be as considered as the products themselves. The terms that follow are written plainly, so that you know where you stand should anything be amiss.

Cancellations

An order may be cancelled within two (2) hours of being placed, for a full refund. To cancel within this window, please contact us by WhatsApp at +91 90340 99009 or by email at info@mutateskincare.com, quoting your order number.

Once this window has passed, or once an order has been dispatched — whichever is earlier — it can no longer be cancelled. Where an order is cancelled within the window above, any discount code or voucher applied to it will be reinstated for your future use.

Where a cancellation is accepted, the refund is initiated to the original method of payment within five to seven (5–7) business days. The manner of refund for Cash on Delivery orders is set out below.

Returns

For reasons of hygiene and safety, we are unable to accept returns on grounds of change of mind, or because a product did not suit you. Skincare is personal, and we encourage you to read the description, ingredients, and directions for each product, and to patch-test before first use. Should a product not agree with you, we would still like to hear from you — please write to us, and we will do what we reasonably can to help.

We will, however, accept a claim for replacement or refund where, upon delivery, a product is found to be:

• damaged in transit;
• incorrect — not the item you ordered;
• missing from your order;
• expired, or too near its expiry to be reasonably used; or
• affected by a genuine quality defect.

Replacement is subject to stock availability; where a replacement is not available, a refund will be made instead. We offer replacement and refund only — we do not operate an exchange or store-credit arrangement.

The Unboxing Video

To allow us to verify a claim fairly and to address it with the courier where necessary, a continuous, unedited unboxing video is required for every claim of a damaged, incorrect, or missing item. Such a claim cannot be considered without it. For a quality defect or expiry concern that comes to light upon use, clear photographs will suffice, as set out below.

For the video to serve its purpose, please ensure that it:

• is recorded in good light, with the camera steady and the whole package in frame;
• clearly shows the shipping label, with the order details and tracking number legible;
• shows each side of the sealed, untampered package before it is opened;
• captures the breaking of the seal and the opening of the package, without any cut or pause; and
• shows all the contents laid out, with a close view of any damage, of the incorrect item beside its label, or of what is missing.

If a package arrives visibly tampered with or damaged on the outside, we would ask that you decline the delivery and notify us at once, with a photograph of the package and your order number. Accepting a visibly tampered or damaged package may affect our ability to honour a related claim.

When and How to Raise a Claim

Any claim for a damaged, incorrect, or missing item must reach us within forty-eight (48) hours of delivery, with your order number and the continuous unboxing video described above.

A quality defect or an expiry concern may only come to light upon use. Such a claim may be raised within seven (7) days of delivery, or as soon as the issue is reasonably discovered, supported by clear photographs — and by the unboxing video, where available.

Claims may be sent by WhatsApp at +91 90340 99009 or by email at info@mutateskincare.com. Claims raised outside these periods cannot ordinarily be accepted. Once we have received and verified your claim, we will arrange a replacement or initiate a refund accordingly, and we aim to respond within two (2) business days.

Refunds for Non-Delivery

A full refund will be made where:

• your order is not delivered within thirty (30) days of being placed; or
• the delivery address falls within a pin code that our courier partners are unable to service.

How Refunds Are Made

Approved refunds are initiated within five to seven (5–7) business days. For prepaid orders, the refund is returned to the original method of payment. For Cash on Delivery orders, where there is no original payment source to return to, the refund is made by bank transfer or UPI, for which we will ask you to provide the necessary account details.

Once a refund has been initiated by us, the time taken for it to appear in your account depends on your bank or payment provider, and is beyond our control.

Separate terms may apply to certain promotions or sale periods, which we will make known on the Website at the relevant time.

Grievance Redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, any complaint or concern relating to a cancellation, return, or refund may be addressed to:

Aishwarya Agicha
Founder, InherAura Skincare Private Limited
Shop 35, Suncity Avenue, Sector 102, Garhi Harsaru, Gurugram, Haryana – 122505
Email: info@mutateskincare.com
Telephone: +91 90340 99009

We endeavour to acknowledge and resolve grievances within the timelines prescribed by applicable law.

Contact

Our customer care team is glad to help, between 10:00 AM and 6:00 PM, Monday to Saturday.

Mutate Skincare (a brand of InherAura Skincare Private Limited)
WhatsApp: +91 90340 99009
Email: info@mutateskincare.com
Website: mutateskincare.com