Cancellation, Returns & Refunds Policy

Effective Date: 13-12-2024

This Cancellation, Returns, and Refunds Policy (“Policy”) sets forth the rules and procedures by which Cream X Emirates (“we”, “us”, “our”) handles product returns, cancellations, and refund claims. This Policy is aligned with the provisions of Rule 3(1) of the Information Technology (Intermediaries Guidelines) Rules, 2011, enacted under the Information Technology Act, 2000.

We request all customers to read this document carefully prior to placing an order. By confirming a purchase, the customer acknowledges full understanding and acceptance of the terms outlined herein.

1. All Sales Are Final – Hygiene First

Due to the intimate and personal nature of cosmetic products, all sales are considered final and non-cancellable once processed and dispatched.

  • No cancellations, returns, or exchanges are entertained unless explicitly falling under exceptions outlined in Section 2.
  • Customers are strongly advised to verify all details including product type, variant, quantity, and delivery information before placing an order.

2. Exceptions – If It’s Our Mistake

We strive for 100% accuracy and satisfaction. However, should we slip up, we’ll make it right. Return or refund requests will be accepted only in the following instances:

  • Incorrect product delivered
  • Product received is physically damaged
  • Package tampering or evidence of mishandling during transit

In such cases:

  • The issue must be reported to us within 24 hours of delivery
  • The customer must share clear photographic/video evidence, including a full view of the product, shipping label, and inner/outer packaging
  • The product must be unused, sealed, and returned in original packaging
  • Claims raised after 2 days from delivery will not be considered

3. Additional Return Window (Customer Dissatisfaction Clause)

We understand that preferences matter. In rare scenarios where the customer is unsatisfied—even if the correct item was delivered—returns may be accepted at our discretion under these terms:

  • Customer must initiate a return within 2 days of delivery
  • Product must be sealed, unused, and in sellable condition
  • Return approval is subject to quality control and inspection
  • Shipping charges will not be reimbursed for non-error-based returns

4. Refund and Replacement Procedure

To initiate a return or refund request:

📧 Email: support@creamx.co.in
📦 Return Address: Pampady, Kottayam, Kerala, India

Upon successful validation and approval of your request:

  • Replacements will be shipped at no extra cost
  • All Replacements will be done within 7-10 days
  • Refunds will be processed back to your original mode of payment
  • Please allow 7 business days for refund credit to reflect in your bank account

5. Return Shipping Costs

  • If the error is verified to be on our part, return shipping charges will be fully reimbursed
  • For customer-initiated dissatisfaction returns, the return shipping cost will be borne by the customer

6. Conditions for Product Return Eligibility

For any return to be accepted (error-based or dissatisfaction-based), the product must adhere to the following:

  • Must be in original, sealed, unused condition
  • Packaging (primary and secondary) must be intact and undamaged
  • Products showing signs of use, tampering, or damage will be rejected for return/refund

7. Right to Deny Claims

Cream X Emirates reserves the sole right to:

  • Evaluate each return or refund request on a case-by-case basis
  • Reject any claim that does not fulfill the criteria set forth in this Policy
  • Modify or amend this Policy at any time without prior notice

8. Dispute Resolution

For unresolved issues or further clarifications, customers are encouraged to contact our support team through the provided channels. In case of escalations, the matter may be resolved under the jurisdiction of Kerala, India, in accordance with applicable laws.

By purchasing from Cream X Emirates, you agree to be legally bound by this Policy and its provisions.