Refunds and Replacements

Everything we make is a cosmetic applied to skin and hair. Once a jar or bottle has left us we cannot know how it has been stored or handled, and we will not resell a returned one. So we do not accept returns or offer refunds because an order is no longer wanted, or because a product did not suit you.

We would rather you did not buy the wrong thing in the first place. Every order comes with a free consultation with one of our doctors — please use it before ordering if you are unsure. That is what it is for.

If something arrives damaged or wrong

This we will always put right. If your parcel arrives damaged, leaking, or containing something other than what you ordered, we will send a replacement or refund you in full. The choice is yours.

What we need from you

Tell us within 48 hours of delivery, and send us two things:

• a photograph of the parcel as it arrived, before it was opened
• a video of the parcel being opened, in one unbroken take

We ask for these because we have to claim from the courier, and a courier will refuse a claim without them. It is not that we doubt you — it is that without the evidence we simply absorb the loss, and a small manufacturer cannot absorb many. Filming the unboxing takes twenty seconds and protects both of us.

Please keep the product, the packaging and the courier label until the matter is settled.

How long it takes

We respond within two working days of receiving your message and the evidence. A replacement goes out as soon as we have agreed it. A refund is returned to the way you paid — for online payments, within seven working days of us approving it; the time it then takes to appear in your account is your bank’s.

For cash on delivery orders we will ask for bank details to make the refund, and we will only ever ask for them by replying to your own message to us.

Cancelling before dispatch

If your order has not yet been dispatched, message us and we will cancel it and refund you in full. Once it has left us, it is on its way.

If you are not satisfied with the outcome

Write to our grievance officer, Narayanan Amrutha, at sapdermnaturals@gmail.com or on +91 79074 12256. We reply to every complaint within 48 hours and aim to resolve it within one month.