Refund & Return Policy

1. Overview

At Cosmosheer Clinical, we are committed to delivering high-quality professional-grade dermaceutical products. This Refund & Return Policy outlines the terms and conditions for returns, refunds, and cancellations of orders placed through our platform.

2. Order Cancellation Policy

2.1 Before Shipment

You may cancel your order before it has been shipped:

• B2B Orders (Dermatologists/Clinics): Can be cancelled within 24 hours of order confirmation
• B2C Orders (Individual Customers): Can be cancelled within 48 hours of order confirmation
• Full Refund: 100% refund will be processed if cancelled within the eligible timeframe
• Processing Time: Cancellation requests processed within 2 business hours during working hours (10 AM - 6 PM IST, Monday-Saturday)

2.2 After Shipment

Once an order has been shipped:

• Cancellation is not possible
• You may refuse delivery, but return shipping charges will apply
• Refund will be processed as per our Returns Policy (Section 3)

2.3 How to Cancel

To cancel an order, contact us immediately at:

3. Returns Policy

3.1 Eligible Returns

Returns are accepted ONLY under the following circumstances:

3.2 Non-Returnable Items

3.3 Return Window

• Damaged/Defective Products: Must be reported within 48 hours of delivery
• Wrong Product: Must be reported within 72 hours of delivery
• Photographic Evidence Required: Clear photos of product, packaging, and defect/damage must be provided

3.4 Return Process

4. Refund Process

4.1 Refund Methods

Refunds will be processed using the same payment method used for purchase:

• Bank Transfer/UPI: 5-7 business days
• Credit/Debit Card: 7-10 business days (depending on bank)
• Store Credit: Immediate (if opted for faster resolution)

4.2 Refund Amount

• Full Refund: Original product price + prepaid shipping charges (if defective/damaged)
• Partial Refund: May apply if product is not in original condition due to user handling
• Return Shipping: Borne by us for defective/damaged products; borne by customer for other returns

4.3 Non-Refundable

• Consultation fees (if applicable)
• Shipping charges for non-defective returns
• Payment gateway charges (approximately 2-3%)

5. Replacement Policy

For eligible returns, you may choose:

• Replacement: Same product will be shipped (subject to availability)
• Alternative Product: Similar product of equal or lesser value
• Refund: Full refund to original payment method

Replacement products will be shipped within 3-5 business days of return approval, free of shipping charges.

6. Damaged or Lost in Transit

6.1 Inspection at Delivery

We strongly recommend:

• Inspect the package for visible damage before accepting delivery
• Open and check contents immediately in presence of delivery personnel
• Take photos/videos if damage is evident
• Refuse delivery if packaging is severely damaged or tampered

6.2 Reporting Damage

Damaged shipments must be reported within 48 hours with:

• Clear photos of outer packaging
• Photos of damaged product
• Delivery receipt/tracking information

6.3 Lost Shipments

If your order shows as delivered but you haven't received it:

• Contact us within 7 days of marked delivery date
• We will initiate an investigation with our logistics partner
• Resolution (refund or replacement) within 15 business days of investigation completion

7. Special Conditions

7.1 B2B (Bulk Orders)

For dermatology clinics and bulk orders:

• Extended return window of 7 days for sealed, unopened products
• Batch quality issues: Full return and replacement accepted
• Custom/special orders: Non-returnable except for defects

7.2 Sample Products

• Sample packs are non-returnable and non-refundable
• Promotional/free products cannot be returned for refund

7.3 Adverse Reactions

If you experience adverse reactions to a product:

• Discontinue use immediately and consult your dermatologist
• This is NOT a return-eligible reason (professional products require patch testing)
• Report serious reactions to hello@cosmosheerclinical.com for our records

8. Exceptions and Discretion

LANTERN PHARMACEUTICALS PRIVATE LIMITED reserves the right to:

• Refuse returns that don't meet policy conditions
• Make exceptions on a case-by-case basis at our sole discretion
• Request additional documentation for high-value returns
• Ban customers who abuse return privileges
• Modify this policy with 30 days advance notice

9. Contact for Returns & Refunds

For all return, refund, or cancellation inquiries: