Shipping Policies

Customer Transaction Policies

  1. Shipping Policy

Purchases are shipped from our warehouse by courier.

Order Deliveries Will Be Made Between 9:00 AM – 6:00 PM (Monday–Saturday excluding public holidays).

Goods will need to be signed for, upon delivery. If you cannot be there to sign for your delivery, please suggest an alternative i.e., a family member, colleague, neighbour, etc. However, we take no responsibility for goods signed by an alternative person.

Certain courier partners may request an OTP to complete delivery. This will need to be provided for completion of delivery. OTP will be sent to the number inputted at time of placing the order.

We will not be responsible for damages after delivery.

For all claims for shortages or damages must be reported to customer service within 48 hours from the day of delivery.

Shipping and handling rates may vary based on product, packaging, size, volume, type and other considerations. The shipping and handling charges are given at the time of check out and consumers will know about this before making payments.

We will only be responsible for compliance with export and customs laws of India where the products are being shipped from. We do not currently deliver orders outside of India.

 Owing to the possibility of expansion of business and operation in the international arena, the following terms shall govern the same. In case of international orders, the consignee must ensure compliance with import and customs laws of the country they are having the products shipped to. We will strive to fulfil all international orders from its end. However, the consignee will be responsible for the entry of the products to the country they have chosen to have the products shipped to and for compliance with all applicable laws pertaining to the same, including without limitation, payment of Customs Duty Charge / Import Duty / VAT /GST /other applicable government taxes on arrival in the destination country. We will not be able to confirm what these charges will be in advance and are not liable to pay these from our end. In the event and for any reason whatsoever, an order does not get cleared by customs in the destination country, the brand may, at its sole and absolute discretion, consider a refund of the customer’s order amount after deducting the shipping costs, return duty charges and any other charges incurred by the brand while processing the order and having the products shipped to the customer. The number of products ordered by the customer may exceed the total number permissible by their country for clearance upon arrival. In this regard, the customer must consider these limits placed by their country while ordering products from the brand.

 

  1. Cancellation Policy

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:

a)Via ‘My Orders’ section in the website

Go to your account > Click on ‘Orders’ > Go to the order you want to cancel and select ‘Order Details’ > Click on ‘Cancel’ > Select the item(s) in your order that you would like to cancel and provide the reason for cancellation and ‘Confirm’ > Once submitted, your item(s) will be cancelled and your refund will be processed.

 b) Via the Help Centre

Click on  ‘Contact Us’ > ‘Submit a Request’ > Provide us with your order ID details and your request to cancel your order. > Our service representative will review your query within 48 hours and revert back to you.

 c)Via Email or Call

Send an email to our customer support team at contact@gunambeauty.com to cancel your order along with your order ID details. Or call us on +91-7736945888 (Monday to Saturday, 9AM to 6 PM).

 In case of cancellation before shipment, we shall process the refund within 7 business days after receiving the cancellation request.

 In case of cancellation once the shipment has already been dispatched or if it is being returned, we shall process the refund once the products have been received and verified at our warehouse, after reducing any charges (if any) that may have been incurred by us to process the transaction, or to initiate the shipment process.

 For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 7 business days of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

 Cash on Delivery option is not currently available.

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

 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.

 

  • Return/Replacement Policy

For Indian Orders:

We offer a return policy, wherein you can raise a return/exchange request of a product within 5 business days from the date of delivery of order. We also accept partial returns wherein you can raise a return request for one or all products in your order.

a)Via My Orders section

Click on ‘Orders’. Go to Order and select ‘Have a Concern’. Proceed with reason for return.

 b)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 your order. Kindly share an image of the product and the invoice for our reference

c) Via Email

Share an email to our customer support team at contact@gunambeauty.com with your order number, reason(s) for cancellation or return and the image of received product(s)

 Once your request is received, we shall initiate and schedule the return process. Please note that we will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.

 In case of a refund is approved upon return of product, please allow us up to 7 business days to process the refund to you.

 The return/replacement process shall be fulfilled by a third-party courier agency of our choice. A representative of this agency shall receive the product to be returned within 24-48 hours after the request has been given. The Product shall take around 48 hours to arrive at our warehouse from a Zone A or B city and 3-4 days to arrive at our warehouse from a Zone C city, following which the return or replacement of your order shall be carried out. Please refer to this link to identify the return period for your city.

 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 you the full amount.

 For 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, we will replace or refund 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 coupon, that can be applied to the customer’s next order with us, 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 you the full amount.

Returns will not be accepted under the following conditions:

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

 Products/ Items not eligible for Return:

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

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

  • Complaints Policy

In the case of a product quality concern, please send us an email at contact@gunambeauty.com within 10 days of the date of receipt of the product and with the following details.

  1. Order number
  2. Product that is highlighted for quality issue
  3. Details of the issue
  4. Reference, if any
  5. Images or videos to support the complaint along with an image of the back label of the product where the Batch details are clearly visible

Please note that we may take 24-48 hours to review the email and revert. Once the complaint is registered, you will be provided with a ticket number that can be used to track and provide reference of your complaint while communicating with our Grievance Redressal Officer.

In the case of a quality issue, you may opt to inform us of the same via email or through the designated contact number. Following this, our customer representative shall contact you to have the product sent back to our factory for a quality assessment. Upon the conclusion of the quality control assessment, we shall inform you of the findings and you may be eligible for replacement solely at the discretion of the company.

All products to be shared for inspection must be physically accompanied in the reverse pick-up by the original receipt and a document which clearly mentions the following:

  1. Name & Address of the customer
  2. Order number
  3. Contents of the package
  4. Contact number

 If the product passes the test and matches the complaint, we shall initiate return/exchange process within 7 days of the consignment being received by our quality inspection team. The overall quality inspection process starting from pick-up to the final response would require a minimum time period of 3 weeks.

 Damages due to neglect, improper usage or wrong application will not be covered under our Exchange/Returns Policy. Exchange of product due to allergic/skin reactions is not applicable. Exchange of product due to reasons including personal dislike of the product; dislike of the fragrance; dislike of colour that cannot be backed by proof of quality issues with the product itself is not applicable.