Refund policy

At a glance

Damaged, defective, leaking, expired or wrong product? Tell us within 48 hours of delivery and choose a full refund or a free replacement.
Item missing from your order? Tell us within 48 hours and we'll ship it or refund it.
Changed your mind? For hygiene reasons, we don't accept returns or give refunds on products delivered in good condition. Unopened products can be exchanged within 48 hours.
Refunds are paid to your original payment method (or your bank account/UPI for Cash on Delivery orders) within 7–10 business days of approval.

1. Refunds for damaged, defective or incorrect products

What's covered

Every NARRA order goes through multi-layer quality checks before dispatch. If something still goes wrong, we will refund or replace it at no cost to you when your order arrives:

Damaged in transit (broken, cracked or crushed bottle or packaging)
Leaking, or with a broken or missing seal
Tampered with
Expired on arrival
Defective, for example a pump, dropper or spray that doesn't work
Different from what you ordered (wrong product or variant)
Missing one or more items

Your choice: refund or replacement

Once your claim is approved, you can choose either:

A full refund of the amount you paid for the affected item(s). If your entire order is affected, shipping charges are refunded too.
A free replacement of the same product, shipped at our cost. If the product is out of stock, we'll refund you instead.

How to raise a claim

Contact us within 48 hours of delivery at care@narraskin.com or +91 98923 18860 (Monday to Saturday, 10:00 AM to 6:30 PM IST).
Share your order number, your unboxing video, and clear photos of the product, the outer box, the shipping label and the batch code.
We'll review your claim and reply within 2 working days.
If we need the product back, we'll arrange a free reverse pickup. Otherwise, we may ask you to keep it or dispose of it safely.

An unboxing video is the fastest way to get your claim approved, so we recommend recording one every time you open a NARRA parcel. If you don't have a video, share whatever photos you can and we'll still review your claim. If the outer parcel looks damaged or opened when it arrives, please refuse the delivery where possible and let us know right away.

2. If a product doesn't suit your skin

Every skin is different. A reaction, or not liking a product's texture or scent, isn't a defect, so it isn't eligible for a refund. Please patch test every new product on a small area 24 hours before first use. If you notice irritation, stop using the product and write to us. We're happy to help you find a routine that works better for your skin.

3. Change of mind: no returns

For hygiene and safety reasons, we don't accept returns or give refunds on products delivered in good condition. This includes:

Opened, used or seal-broken products
Combo and kit sets once opened
Free gifts received with a purchase
Products marked 'Sale' or 'Clearance', or bought with a discount code

Minor differences in colour, texture, scent or packaging shade caused by lighting, screens or natural batch-to-batch variation are not defects.

These exclusions never affect your right to a refund or replacement for a damaged, defective or incorrect product under Section 1.

4. Exchanges for unopened products

Time frame: request an exchange within 48 hours of delivery.
Condition: the product must be unused and unopened, with the seal, batch code and original packaging intact.
Limit: one exchange per order, for orders delivered within India.
Charges: a reverse pickup and re-shipping charge applies. We'll tell you the amount before arranging the pickup.
Self-shipping: if you prefer to send the product yourself, we'll share our return address. Please use a reliable courier and email us the AWB number, courier name and proof of delivery. We can't take responsibility for parcels lost in self-shipped transit.
Dispatch: once we receive and inspect the product, we'll dispatch the new one within 7–10 working days. If it's unavailable, we'll issue a credit note for the item value, valid for 6 months.

5. How refunds are paid

Prepaid orders: refunded to the original payment method.
Cash on Delivery orders: refunded to the bank account or UPI ID you share with us.
Timeline: refunds are processed within 7–10 business days of approval. Your bank or payment provider may take a few more days to show it in your account.
Amount: we refund the amount you actually paid, after any discount code.
We don't make refunds to third-party accounts.

6. Undelivered and returned orders

If an order comes back to us because of an incorrect address, because you weren't available, or because the delivery was refused:

Prepaid orders: the order value, minus shipping and handling charges, is refunded as store credit.
Cash on Delivery orders: the order is cancelled with no charge.

If you refused the delivery because the parcel was visibly damaged or opened, and you told us about it, you'll get a full refund or replacement under Section 1.

7. Cancellations

Cancelling your order

Prepaid and Cash on Delivery orders can be cancelled within 24 hours of placing them, as long as the order hasn't been packed or dispatched.
To cancel, email care@narraskin.com or call +91 98923 18860 with your order number.
Cancelled prepaid orders are refunded in full to the original payment method within 7–10 business days.
Once an order has been dispatched, it can't be cancelled. If there's a problem when it arrives, Section 1 applies.

When we cancel an order

We may cancel an order because of stock unavailability, an incorrect listing or price, failed payment verification, a non-serviceable delivery address, or a suspected fraudulent transaction. If we do, prepaid orders are refunded in full to the original payment method, Cash on Delivery orders are cancelled with no charge, and we'll let you know by email.

8. Contact us

Email: care@narraskin.com
Phone: +91 98923 18860
Hours: Monday to Saturday, 10:00 AM to 6:30 PM IST