1. We accept online (get delivered at home) & refill at the store (iRefill machine) orders through the following modes of payment. Visa & MasterCard Debit & Credit cards from select banks in India and UPI. 2. Please note that for Visa and MasterCard you will require to submit your 16-digit credit card number, card expiry date and a 3-digit CVV number (on the back of the card) when you make an online transaction using your Credit Card. 3. You should also have enrolled your Credit Card with VBV (Verified by Visa) or MSC (MasterCard Secure Code) to complete the transaction. For American Express Cards you will be required to give your 15-digit card number and a 4-digit code. 4. The Credit Card transaction will appear on your bank statement as a payment to irefill Pvt. Ltd. 5. If the amount has been deducted from your account but you haven’t received a confirmation from us, you can reach out to our customer care team and provide the following information –
a. Transaction Reference Number. b. Amount debited with registered Email ID c. Date & Time of Transaction.
1. The shipping and handling charges are mentioned at the time of check out and consumers will know about this before making payments. 2. Once your order has been confirmed and dispatched, you will receive an email & SMS with the details of the tracking number and the courier company. We usually dispatch most orders within 0-3 business days. 3. Excluding Saturdays, Sundays, and Holidays are calculated as working days. Product delivery may get delayed due to reasons relating to logistics issues.
1. Product refilled at the store will not be considers for return. 2. Refund will not be initiated in case of customer handling error during refilling. 3. After showing refill completed but product did not dispense then you can reach out to our customer care team within 24 hrs of transaction.
1. To ensure the safety and hygiene of all our customers, there might be delays in product dispatches & deliveries owing to constraints on logistics due to COVID-19. In these instances, unfortunately, we would not be able to commit to dispatch or delivery timelines and request you to bear with us. 2. Cash on Delivery (COD) option is not available as of now. 3. We take extensive precautions on the safety of the products and its packaging while dispatching it. 4. If the shipment is tampered or damaged, please do not accept it. 5. Orders placed on the second half of Saturday or Sunday will be dispatched within 48-72 hours. 6. If the order is updated as delivered but the user has not received the order, the same has to be intimated to the customer service team via call or email within 24 hours of the delivery intimation, wherein you will have to give 48-72 hours to investigate with our courier partners. 7. For all claims regarding shortages or damages must be reported to customer service within 24 hours of the order delivery. 3 working days are required to investigate and review your request. If any shipment is tampered with or damaged, please do not accept it. 8. We reserve the right to pause deliveries to any part of the country at any time if so warranted.9. Products with a date of expiration of below 3 months would be eligible for a return, wherein, the complete amount of the product will be credited to the concerned person. No returns or refund requests will be accepted for products whose expiry date is more than 3 months. 10. Resellers are not eligible for Pro Points & Offers.
1. Orders once dispatched are not eligible for cancellation. 2. Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order. 3. If you had redeemed reward points for an order, the same will be credited back to your account in the case of a cancellation. 4. In case of a return or cancellation, the refund shall be initiated post the return of product to us and verification of the product and packing.
Return & Exchange Policy
1. iRefill products are non-returnable due to hygiene/health and personal care/wellness/consumable nature of the product. Only empty bottles will consider for return in term of exchange. 2. In case of return of empty bottle, the refund only will be initiated after verifying the physical condition of bottle and it will reflect in wallet in next 48- 72 business hrs the refund amount cannot be clubbed with same order. It will only use in next order. 3. In case you would want a refund or replacement, please send us an email with the Images of the Product, Invoice, and Batch Number to email@example.com, within 24 hours of the order delivery. We would require 48-72 hours to revert. 4. Kindly take picture of the damaged/tampered side of the product or package after taking of delivery. 5. Please allow us 10 to 15 days from the day you return your package, for your request to be processed. We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement. 6. You will be eligible for full refund or exchange without incurring any additional charges if it is the case of:
a. Package has accessories missing. b. Damaged or broken bottles/pack.c. Wrong product delivery. d. Expired product delivery.
7. In case you received a wrong product, we request you to keep the product safe, saleable and undamaged in its original packaging. Retain the invoice and original manufacturers packing for successful pick-up and return. 8. Returns will not be accepted if:
a. The product is damaged. b. It is with tampered batch number and price. c. It is without its original packaging.
9. Please do not use the item you have raised a complaint about 10. If a pilfered delivery was received, pilferage claims must be made within 24 hours of the order delivery. 11. Products once delivered, will not be applicable for a refund if it falls under any of the scenarios stated below:
a. Failure to provide adequate information about the case. b. Failure to provide snapshots of the Invoice, packet and box (if any).
12. Damages due to neglect, improper usage or wrong application will not be covered under our Exchange/Returns Policy. Exchange of products due to allergic reactions is not applicable.
Refund & Replacement Policy
1. We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement. 2. Refunds will be through bank transfers. No cash refunds will be made. It would take our team at least 5 to 7 business days post refund initiation for online refund to be initiated. 3. In case of NEFT, it would require us at least 3 to 5 business days post refund initiation to refund your amount. For Prepaid orders the amount shall be credited to your account through which the payment was done. It may take 7-10 business days for the amount to reflect in your account.
Note to Customers
Fair Usage Policy
We go to extensive lengths for smooth user experience. However, at times we need to be stringent with our policies to serve our customers better. We have noticed that although a vast majority of our customers have genuine concerns, where we are always upfront to support; there are some accounts that abuse our liberal return and exchange policies. These accounts typically return items, choose not to accept our shipments or demand cashback for issues that we are not responsible for. Hence, our regular customers are deprived of the opportunity to purchase these products themselves. To protect the right of our customers, our customer care support team reserves the right to assess, judge and then take the necessary action at their discretion.
Impairment & 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 on our website directly, kindly contact the customer service team within 24 hours of the order delivery. Please keep a note of the following:
1. Do not use the products 2. Take proper snapshots of the products
Change of Packaging & Artwork
Packaging artwork, bottles and communications at irefill undergo constant innovation and changes without affecting the formulation and efficacy of the product. These changes are for seamless user experience and comply with government notifications. Presence and placements of symbols or stickers depicting the information regarding the product may vary conforming to government rules and regulations. There can be changes in the placement of sticker and symbol, but please be assured that the product is authentic and untampered.
iRefill reserve the right to cancel any on-going or future promotions, offers, sales, gifts and giveaways on the products without any liabilities.