Return and Refund Policy - Phootra

Return and Refund Policy

Return & Refund Policy

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Return/Replacement *

Beauty products/items are non-returnable due to their hygiene and personal care nature. However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund.

You have 7 calendar days to return an item/product delivered, from the date you received it.

To be eligible for a return:

  1. your item must be unused and in the same condition as you received it. [i.e., with brand’s/manufacturer’s box, MRP tag intact, user manual, warranty card, if any and all the accessories therein]
  2. Delivered product/item can be returned only in case of defects, viz., it is damaged during delivery and not damaged while in your possession, delivered item is expired or different from that ordered (missing or wrong product).
  3. Your item must be in the original packaging.
  4. Your item needs to have a receipt or proof of purchase.

Return request(s) can be raised in ‘Order’ Section in ‘My Account’ segment.

Though none of the products/items are replaceable. However, Personal Care Appliances such as hair dryer, hair straightener, hair styler, trimmer, power shaver and epilator are eligible for free replacement within 7 days of delivery, in an event of damaged, defective or wrong item delivered to you.

Pre-Conditions for replacing such product on part of user:

  1. Please keep such product/appliance unused, in case of any unlikely event mentioned above for which replacement is available.
  2. Please keep the item in its original condition, with outer box or case, user manual, warranty cards, receipt and other accessories in manufacturer packaging for a successful return pick-up.
  3. Please share video and pictures with us from the opening of the product seal/packaging for it would be easy for us to identify defects/damage regarding the product.
    Note: 1. Products may not be eligible for return in few cases, including cases of buyer’s remorse such as incorrect model or color of  product ordered or incorrect product ordered.
    1. Products may be eligible for replacement only if the seller has the exact same item in stock.
    2. In the event customers/users are found to misuse the return policy by excessively returning, or cancelling or not accepting the orders placed, Phootra reserves the right to warn and/or suspend/block/terminate such customer/user’s accounts, as necessary.
    3. For more information, email support team


Steps for processing and initiating refund:

  1. We reserve the right to pick up the product/item to ascertain the damage or defect in the product prior to issuing refund/replacement. We may contact you regarding it.
  2. You will need to share the images/video of the item and its defects through Your Orders for a refund or replacement.
  3. Once we receive your item/product, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund/replacement, if any, after inspecting the item.
  4. If your return is approved, we will initiate a refund to your original method of payment (in case of pre-paid transactions through Debit/credit cards or Net Banking) or to the bank account/Phootra Wallet (in case of Cash on Delivery orders).
  5. You will receive the credit within a certain amount of days, depending on your card issuer’s policies/banking partner.
  6. If replacement of your product is accepted, a return pickup will be intimated to you. Please provide the damaged/wrong product to the pickup agent.
  7. If the replacement request is placed and accepted but the seller does not have the exact same product in stock, a refund would be issued to you.
  8. In any event your return request is declined, the user shall not be eligible for a refund and Phootra assumes no liability in this regard.

Cancellation Policy

Cancellation before shipment: If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on or call us on +919772288688 Monday to Saturday, 8AM to 8PM and Sunday, 10AM to 4PM)
In case of services booked on app/website: Service order can be cancelled atleast one hour prior to the appointment scheduled. For any order cancelled thereafter, you will be credited only with fifty per cent(50%) refund of total order value and remaining fifty per cent (50%) will get deducted.
In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us. Any amount paid will be credited to your original mode of payment.

Shipping & Delivery

a. Convenience Fee/Shipping Charges

A convenience fee of flat Rs. 99/- will be charged for order(s)** below Rs. 750/- and free shipping or delivery for orders above Rs. 750.
You will be responsible for paying for your own convenience fee for returning your item. Convenience fee is non-refundable.
If you receive a refund, the cost of return shipping will be deducted from your refund.

b. Processing Time

Time taken for processing your shipment order depends on the type of product ordered[Differs from item to item].
Customer might expect a bit delay in dispatch of their products, in the event company is experiencing a high volume of orders. You will be communicated through your registered email id about it.

Method of processing:

  1. Once our system operator processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.
  2. After they pass through the final round of quality check, they are packed and handed over to our trusted delivery/shipment partner.
  3. Our delivery partners then bring the package to you at the earliest possible date. In case, they are unable to reach your given address or at a suitable time, they will contact you to resolve the issue.

c. Shipping Charges and Delivery Estimates

Convenience fee or shipping charges and estimated delivery time for your order will be reckoned and displayed at checkout.
We usually dispatch orders within 5-7 business days. Delivery date may vary for different Pin codes.

d. Shipment Confirmation and Order Tracking

Your shipment number will be shared with you via email. You can track your order accordingly.

e. GST and other Taxes

All fees and taxes including Goods and Service Tax charged on the item(s)/service(s) ordered shall be the responsibility of the customer and customer shall pay it, not the Phootra.

   * Not applicable on services booked through our website/app.

  ** Order value is calculated after applying discounts/VAT/GST or any other applicable charges