Cancellation & Refund Policy

This policy explains your rights and our procedures with respect to order cancellations, refund eligibility, and the claims process for damaged or incorrect products.

Last updated: June 2025

1. Order Cancellation

You may request to cancel your order only before it has been dispatched from our facility. Once an order has been picked up by a courier partner or marked as dispatched in our system, it cannot be cancelled.

To request a cancellation, please contact us immediately after placing your order:

• Email: info@mutateskincare.com
• WhatsApp: +91 90340 99009

Please include your order number and the reason for cancellation. Cancellation requests are subject to order status at the time of receipt and are not guaranteed. We will confirm whether the cancellation has been successfully processed.

Refunds for approved pre-shipment cancellations will be credited to the original payment method within 5 to 7 business days from the date of confirmation.

2. No Exchange Policy

Mutate Skincare does not offer product exchanges under any circumstances. All sales are final subject to the refund conditions described in this policy. We do not accept returns or process exchanges for reasons of preference, change of mind, or adverse reaction to the product.

This policy is in place due to the personal care and hygiene nature of our products. All products are thoroughly quality-checked before dispatch.

3. Refund Eligibility

A refund may be considered only in the following specific circumstances:

• Product arrived visibly damaged (broken seal, crushed packaging, broken bottle/pump)
• Product received is different from what was ordered (wrong SKU, wrong shade, wrong product)
• Product is missing from the delivered package
• Product has a confirmed manufacturing defect (contamination, incorrect fill, defective closure)
• Delivery confirmed as 'Delivered' by courier but package not received (subject to investigation)

Refunds will not be considered for:

• Change of mind or personal preference
• Adverse skin reactions or sensitivity (we strongly recommend a patch test before use)
• Minor cosmetic packaging variations
• Damage caused after delivery due to mishandling by the customer
• Claims raised beyond the 48-hour window from delivery
• Claims submitted without the required unboxing video evidence

4. Mandatory Unboxing Video Requirement

An uninterrupted unboxing video is mandatory for all claims. Without a valid unboxing video, we are unable to process any claim for damage, missing items, wrong product, leakage, or manufacturing defects. This is a firm requirement and cannot be waived.

What the Video Must Show

• The sealed outer package in its original, unopened condition
• The shipping label affixed to the package (including your name and delivery address)
• The full unboxing process — from sealed package to each item removed
• The condition of each product as it is removed from the packaging
• Any visible damage, incorrect items, or missing products

Video Requirements

• The video must be continuous and uninterrupted — no pauses, cuts, or edits
• The video must be clearly visible and adequately lit
• The video must be recorded in a single take from sealed package to final product
• The video must be submitted along with your claim within 48 hours of delivery

Videos that are edited, partial, begin after the package has been opened, or do not clearly show the required elements will not be accepted as valid evidence. Claims submitted without a compliant unboxing video will be declined.

5. The 48-Hour Claim Window

All claims — including damage, missing items, wrong product, and manufacturing defects — must be raised within 48 hours of the delivery timestamp recorded by our courier partner. Claims received after this window will not be accepted or processed under any circumstances.

The 48-hour clock begins from the time your order is marked as 'Delivered' in the courier partner's system — not from the time you first open or inspect the package.

We strongly recommend inspecting your order and recording your unboxing video immediately upon receipt of your package to ensure compliance with this requirement.

6. How to Raise a Claim

To raise a claim, please contact us within 48 hours of delivery with the following information:

1. Your order number
2. A clear description of the issue (damage / missing item / wrong product / manufacturing defect)
3. Your unboxing video (continuous and unedited)
4. Supporting photographs clearly showing the issue

Submit your claim via:

• Email: info@mutateskincare.com
• WhatsApp: +91 90340 99009 (Business Hours: Monday to Saturday, 10 AM to 6 PM IST)

Once your claim is received, our team will review the submitted evidence and respond within 2 business days. We reserve the right to request additional information or documentation if required to complete our assessment.

7. Refund Process & Timeline

If your claim is approved following our review, a refund will be initiated to the original payment method used at the time of purchase.

• Refund timeline: 5 to 7 business days from the date of approval
• The time taken for the refunded amount to reflect in your account may vary depending on your bank, card issuer, or payment provider
• Refunds will not be processed to a different account or payment method than the one used for the original transaction
• In the event of a UPI, wallet, or net banking refund, the amount will be returned to the originating account

You will receive a notification once the refund has been initiated. If the refund has not reflected within 10 business days of our confirmation, please contact us with your refund reference number.

8. Discretion & Fraud Prevention

Mutate Skincare reserves the right to decline, investigate, or escalate any claim that appears to be fraudulent, manipulated, or submitted in bad faith. This includes claims where the unboxing video has been edited, staged, or otherwise misrepresents the actual condition of the delivered product.

Customers found to have submitted fraudulent claims will be permanently barred from placing future orders and may be reported to relevant authorities.