Cancellation and Return Policy

Cancellation before shipment (Only valid on orders placed & delivery in India):

If the order of the item(s) that you want to cancel has not been shipped yet, you can raise your cancellation request via the following routes:

• Via ‘My Orders’ section
  1. Go to your account > Click on ‘Orders’ > Go to the order you want to cancel and select ‘Order Details’
  2. Click on ‘Cancel Item’ > Select the item(s) in your order that you would like to cancel and provide the reason for cancellation and ‘Confirm’
  3. Once submitted, your item(s) will be cancelled and your refund-return.html will be processed.
• Via the Help Center
  1. Click on ‘Have a Concern’ > ‘Write To Us’ > ‘Submit a Request’
  2. Provide us with your order ID details and your request to cancel your order.
  3. Our service representative will review your query and revert in 24 hours.
• Via Email or Call
  1. Send an email to our customer support to cancel your order along with your order ID details.

How will I get refund-return.htmled for the cancelled orders and how long will this process take?

In case of cancellation before shipment, we process the refund-return.html within 24-48 business hours after receiving the cancellation request.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund-return.html once the products have been received and verified at our warehouse.

For payments done through credit/debit cards or net banking, the refund-return.html will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back.

For cash on delivery transactions, we will initiate a bank transfer against the refund-return.html amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email.

In addition, we also provide a hassle-free option to refund-return.html your amount directly to your Viherb Wallet, which can be used during future purchases.

What if I used discount vouchers or loyalty points during the time of payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.

Returns, Replacements, and refund-return.htmls

How do I return an item purchased on Viherb?

Indian Orders:

Viherb offers its customers an ‘Easy return policy’, wherein you can raise a return/exchange request of a product within 15 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.

Step 1: Follow one of the following steps:

• Via My Orders section
• Via Help Center
• Via Email

Step 2: Once your request is received, we will be responsible to pick the item from you. We will initiate the refund-return.html or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund-return.html you the full amount.

International Orders:

Products can only be eligible for returns if the products received by the customer are deemed to have been received in a damaged / defective state or are expired or an incorrect product has been delivered. Such products can only be returned in their original packaging, in an unused and sealed condition. [Opened or used products will not be accepted as returns.]

If a return is accepted, Viherb will replace or refund-return.html the invoiced rupee value for, the damaged / defective / expired / wrong product. In either case, the additional customs amount paid by the customer to receive the product will be reimbursed to the customer in the form of a refund-return.html coupon, that can be applied to the customer’s next order with Viherb, subject to the customer providing a copy of the customs receipt.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund-return.html you the full amount. Kindly refer to the next question for exclusions to refund-return.htmls.

Which are the items that cannot be returned/exchanged?

Returns will not be accepted under the following conditions:

• Product is damaged due to misuse/overuse
• Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
• Serial Number is tampered with
• Defective products that are not covered under Seller/Manufacturer’s warranty
• Product is used or altered
• If request is initiated after 15 business days of order delivery
• Free product provided by brand

Categories not eligible for Return:

• Customized Products (eg: lipsticks, compacts, mascaras, etc) cannot be returned since they are available during select promotions and ordered on demand
• Personal care appliances cannot be returned due to hygiene issues

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund-return.html rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement or cancellation and refund-return.html.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund-return.html within 15 days of receiving the order:

Step 1:

Follow one of the following steps:

• Via My Orders section: Click on ‘Orders’. Go to Order and select ‘Have a Concern’. Proceed with reason for return.
• Via Help Center: Click on ‘Have a Concern’ > Click on ‘Submit a Request’ > Provide us with your order ID details and your request to return/replace/refund-return.html your order. Kindly share an image of the product and the invoice for our reference.
• Via Email: Share an email to our Customer support team.

Step 2:

Once your request is received, we will be responsible for picking up the item from you. We will initiate the refund-return.html or replacement process only if the products are received by us in their original packaging with their seals, labels, and bar-codes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund-return.html you the full amount.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

Yes. A return can be created at the item level, and if you have ordered multiple items, you can initiate a return/replacement/refund-return.html for any individual item. However, any product being returned needs to be returned in full, including all components as well as any complimentary gifts or products which came along with it.

How will I get refund-return.htmled for the returned orders and how long will this process take?

In case of a return/replacement/refund-return.html, we process the refund-return.html once the products have been received and verified at our warehouse.

• For payments done through credit/debit cards or net banking, the refund-return.html will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
• For cash on delivery transactions, we will initiate a bank transfer against the refund-return.html amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.

In addition, we also provide the hassle-free option of refund-return.html through Viherb coupons, which can be used during future purchases.