Refund, Exchange and Returns Guide

Pigmentella – Return & Exchange Policy

At Pigmentella, we care about your shopping experience and ensure that every product you receive is 100% original and quality-checked.
However, if you face any issue with your order, we are here to help.

1. Exchange Only (No Refunds)

Pigmentella follows a strict Exchange-Only Policy.
Customers can request an exchange only if the product meets the eligibility criteria mentioned below.

2. Exchange Request Window – 2 Days

You must raise an exchange request within 2 days of receiving your order.
Requests made after 2 days will not be accepted.

3. Eligibility for Exchange

An exchange will be accepted only if:

✔ The product is damaged, defective, or leaking at the time of delivery.

✔ Order received is incorrect (different from the order placed).

✔ Product is unused, unopened, and in its original packaging.

✔ All tags, seals, and labels must be intact.

4. Non-Exchangeable Items

For hygiene & safety reasons, the following items cannot be exchanged:

  • Used or opened cosmetics
  • Skincare products with broken seals
  • Products without original packaging
  • Items damaged due to customer handling
  • Free gifts or promotional items

5. Exchange Process

To initiate an exchange:

  1. Email us at pigmentella@gmail.com or WhatsApp us with your order ID.
  2. Share clear unboxing videos and photos of the issue (mandatory for approval).
  3. Our team will verify the request within 24–48 hours.
  4. Once approved, the replacement/exchange product will be shipped.

6. Conditions for Approval

Your exchange request will be approved only if:

  • The unboxing video clearly shows the package being opened for the first time.
  • The product issue is visible in the video/photos.
  • The request was submitted within the 2-day window.

7. Shipping for Exchange

  • In case of a wrong or damaged product, Pigmentella will cover the return shipping.
  • In any other case, the customer may have to bear the shipping charges (if applicable).

8. Order Cancellation

  • Orders can be cancelled only before they are shipped.
  • Once shipped, the order cannot be cancelled.

9. Contact Us

For queries, support, or exchange requests:

📧 pigmentella@gmail.com
📱 WhatsApp/Call: +916203245748
🌐 www.pigmentella.com