RETURNS, REFUND, SHIPPING AND CANCELLATION POLICY
At 24:MORE, we want you to love what arrives at your door. This Returns, Refund, Shipping and Cancellation Policy (this “Policy”) explains how we ship your order, and what happens should you need to cancel it, or should something not be quite right. It forms part of, and should be read together with, our Terms and Conditions and our Privacy Policy, and capitalised terms used but not defined here carry the meanings given to them in our Terms and Conditions.
1. Shipping and Delivery
We take care to get your order to you promptly and in perfect condition, working with reputed third party logistics partners to do so. In the ordinary course:
• Orders are dispatched within two to three (2–3) business days of confirmation, excluding Sundays and public holidays.
• Delivery thereafter typically takes three to seven (3–7) business days, depending on your location.
• Tracking details are shared on your registered mobile number and email address upon dispatch.
• Shipping charges, where applicable, are displayed before you confirm your order.
Delivery timelines are estimates made in good faith and are not guaranteed, and may be affected by factors beyond our reasonable control. Should you be unavailable to receive your order, our logistics partner will ordinarily attempt delivery up to three (3) times and may contact you to reschedule; where an order is returned to us after unsuccessful attempts, we would be glad to re-dispatch it, subject to applicable charges for re-dispatch, or to refund it in accordance with Clause 4. We would gently request that you not accept any package whose outer packaging appears open, damaged or tampered with, as we may otherwise be unable to accept responsibility for a damaged, missing or incorrect item within it.
2. Cancellation
You are welcome to cancel your order before it is dispatched, by contacting us with your order number. As orders move to our fulfilment partner promptly, kindly note:
• Cancellation requests should reach us within three (3) hours of placing the order, or before dispatch, whichever is earlier.
• Once an order has been dispatched, it can no longer be cancelled, though it may be returned under Clause 3 where the applicable conditions are met.
• Where an order is cancelled before dispatch, the full amount paid is refunded in accordance with Clause 4.
We may also, acting reasonably, cancel an order in whole or in part including where a product is unavailable, where there is an evident error in pricing or product information, where we are unable to verify the delivery address or payment, or where we reasonably suspect fraud or misuse and in any such case, any amount already paid is refunded to you in full.
3. Returns and Replacements
As our products are cosmetic preparations applied to the skin and hair, and for reasons of hygiene and product safety, we are unable to accept the return of any product that has been opened, used or tampered with, save in the circumstances set out below. We shall be glad to arrange a replacement or a refund where:
• the product delivered is damaged or defective;
• the product delivered is not the product you ordered; or
• an item is missing from your order.
To raise such a claim, kindly notify us within forty-eight (48) hours of delivery, quoting your order number and providing photographs clearly showing the issue and, where possible, an unboxing video, as this enables us to resolve the matter with you promptly and to take it up with our logistics partner, with whom claim windows are limited. Please return the product in its original condition, with its original packaging, seals and any accompanying materials intact. Upon receipt, we shall inspect the product and confirm the outcome to you; and where the claim is accepted, we shall arrange a replacement or refund at your preference, and shall bear the cost of return collection.
We would mention, gently, that a product not suiting your skin is not, by itself, a ground for return, individual responses to cosmetic products being naturally variable. We would encourage you to read the product page, ingredient list and directions carefully before purchase, to carry out a patch test before first use, and to discontinue use should any irritation occur. Nothing in this Clause affects any right or remedy available to you under the Consumer Protection Act, 2019 or other applicable law.
4. Refunds
Approved refunds are credited to your original mode of payment. In practice:
• Refunds are processed promptly upon approval; the time taken for the amount to reflect thereafter depends on your bank or payment provider.
• Where a payment is debited but your order is not confirmed owing to a payment failure, the amount is ordinarily reversed automatically by your bank in due course; if it is not, kindly contact us with your payment reference and we shall take it up on your behalf.
• Shipping charges already incurred are non-refundable where an order is cancelled after dispatch or returned for reasons not attributable to us; such charges are refunded in full where the product was damaged, defective or incorrect, or where the order was cancelled by us.
5. Product Care
Our formulations are stored under appropriate conditions until dispatch. Once your order reaches you, we would recommend keeping products in a cool, dry place away from direct sunlight, and observing the directions for use and the period after opening indicated on the pack.
6. Contact and Grievance Redressal
We are here to help, and most matters are resolved quickly once we hear from you. Our Customer Support team will be glad to assist you with any question relating to your order, shipping, cancellation or return. Their details are set out below.
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Customer Support Email: info@24more.in Phone: +91 87967 03302 |
Should any matter remain unresolved, or should you wish to escalate a concern, you may contact our Grievance Officer, in accordance with the Consumer Protection (E-Commerce) Rules, 2020. Their details are set out below.
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Grievance Officer Name: Mr. Harmeet Singh Company: CLK Health Tech Private Limited Address: 7th Floor, Landmark House, Plot No. 65, Sector 44, Institutional Area, Gurugram, Haryana 122003, India Email: grievanceofficer@24more.in Phone: +91 70422 50910 |
We shall acknowledge your complaint and endeavour to resolve it within the timelines prescribed under applicable law. This Policy is governed by the laws of India and is subject to the jurisdiction provisions set out in our Terms and Conditions.