In short: tell us within 2 days (48 hours) of delivery if something is wrong with your order. After that window we are unable to accept refund or return requests.
1. The 2-day window
Your 2 days start on the day your order is delivered, as shown by the courier's delivery record. To be eligible, you must contact us within 48 hours of delivery with your order number and the details described in section 4. Requests received after that are not eligible for a refund, return or replacement.
2. When we will refund or replace
Within the 2-day window, you can ask for a refund or a replacement if:
- the product arrived damaged, leaking or broken;
- you received the wrong product, or a different size or variant from the one you ordered;
- an item is missing from your parcel;
- the product is defective, expired or tampered with; or
- the product is unopened, unused and sealed in its original packaging, and you have simply changed your mind. (The courier return cost for this reason is borne by you; see section 6.)
3. What we cannot take back
Because our products are skin, hair and body care items applied to the body, we cannot accept returns for reasons of hygiene and safety on:
- products that have been opened, used or partly used, unless they arrived defective, damaged or wrong;
- products whose seal, label or packaging has been removed or damaged by the customer;
- products returned after the 2-day window; and
- damage caused by misuse, or not following the directions printed on the pack.
If a product caused a reaction on your skin, please stop using it and contact us straight away. We will look at every such case individually, and we strongly suggest a patch test on a small area before first use.
4. How to request a refund
- Contact us within 48 hours of delivery (details at the bottom of this page).
- Give us your order number (it begins with PHBL-) and the phone number used on the order.
- Send clear photos or a short video of the product, its batch label and the outer packaging. For damaged or missing items, an unboxing video is the most helpful evidence.
- We will review your request and reply within 2 working days. If it is approved, we will tell you whether we need the product back or will send a replacement.
Please keep the product and its packaging until we confirm. Do not send anything back before we approve the request.
5. How and when you are refunded
| Payment method | Refund goes to | Typical time |
|---|---|---|
| UPI, card or net banking | The same account or card you paid from | 5 to 7 working days after we approve the refund. Your bank may take longer to show it. |
| Cash on delivery | Your bank account or UPI ID, which you share with us when the refund is approved | 5 to 7 working days after we approve the refund and receive those details. |
For returns where we ask for the product back, the refund is processed after we receive it and confirm its condition.
6. What is refunded
- Damaged, defective, wrong or missing items: the full price of the affected items, plus the shipping and cash-on-delivery charges you paid on them, and we pay the return courier cost.
- Change of mind (sealed products): the price of the returned items. Original shipping and any cash-on-delivery fee are not refunded, and the return courier cost is borne by you.
7. Cancelling an order
- Before it ships: you can cancel the order from your account, or contact us, and you will receive a full refund of what you paid. Stock is returned to the shelf automatically.
- After it ships: the order can no longer be cancelled. When it arrives, the 2-day rules above apply.
8. Payment problems
If money was deducted but your order shows as failed or pending, or you were charged twice, please do not pay again. Online payments that do not complete are normally reversed automatically by your bank or by our payment partner, Razorpay, within 5 to 7 working days. If it has not been reversed by then, contact us with your payment reference and we will chase it.
9. Contact
To raise a refund, return or replacement request, or to ask a question about this policy:
- Email: phblnaturals@gmail.com
- Phone: +91 89810 15679
- Address: Saratpally, Midnapore, Paschim Medinipur
- Grievance Officer: Mr. Indrajit Dhar, National Sales Manager
See also our Terms & Conditions and Privacy Policy.