Refund and Return Policy
Clensta has a 100% product and service guarantee for every item we send out of our warehouse. Furthermore, we follow strict protocols to ensure you receive only the ordered products in perfect condition. While we aim for your happiness, if you are still unsatisfied with the product or received it in a damaged state, Clensta will resolve your complaints at the earliest.
Below are a few conditions under which we will accept returns or exchange your product:
- Wrong product delivered
- Expired product delivered
- Damaged product delivered – Physical damage/ tampered product or packaging
- Incomplete order – missing products
Below are a few conditions under which we will NOT accept returns or exchange your product:
- Opened/ used/ altered products.
- Original packaging (mono cartons, labels, etc.) is missing.
- The return/ replacement request is generated three days after delivery.
- The damaged/ missing product is reported two days after delivery.
Please follow the below steps to raise a return and refund/ exchange request:
Once a product is delivered, you can place a return/ exchange request within 24-48 hours.
You can use either of the below-listed methods to do so:
- Call our Customer Care number at +91-9999371900. We work from Monday to Friday between 10 AM – 7 PM.
- Drop a mail to email@example.com with the Order ID, registered mobile number, and reason for return/ exchange.
In case of any issues, it is mandatory to share a video or photo proof with us to ascertain the quality of the product and process your request.
Give us two working days to review your return request.
After reviewing your return request, we will send our courier partner to pick up the delivered products.
After receiving your product(s), we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon stock availability.
Once your return is processed successfully, we will process your refund, and it should reach your original mode of payment in 6-7 working days.
If you initially opted for Cash on Delivery, we will ask for your bank details/ UPI ID, and the amount will be credited there. Please note that no cash refunds will be made.
You also get the option to cancel your order if you wish to do so. Within 2-4 hours of placing the order, you can call us at +91-9999371900, and we will help you cancel it. If you wish to cancel the order once it has been shipped, you can refuse to take it from the delivery partner, and once it reaches us, we will cancel the order and refund your money if it is a prepaid order.
You can even return a part of your order if it fulfils the abovementioned criteria within 2-3 days of delivery.
Note to Customers
Fair Usage Policy
We go to extensive lengths for a smooth user experience. However, our policies sometimes need to be stringent to serve our customers better. We have noticed that although a vast majority of our customers have genuine concerns, which we are always upfront to support, some accounts abuse our liberal return and exchange policies. To protect our customers' rights, our customer care support team reserves the right to assess, judge and then take the necessary action at their discretion.
Impairment and Damages
We take the utmost care and accountability while sending our products to you. Your package is screened and goes through an extensive quality check so that we deliver the best to you. However, if you have received partial, void or damaged items through your order, kindly contact the customer service team within 24 hours of the delivery.
Change of Packaging
Packaging, bottles, and communications undergo constant innovation and changes without affecting the formulation and efficacy of the product. These changes are for a seamless user experience and to comply with government notifications.
We reserve the right to cancel any ongoing or future promotions, offers, sales, gifts and giveaways on the products without any liabilities.
For any queries, contact our customer care team at firstname.lastname@example.org, who will be happy to clarify your concerns.