Return & Refund Policy

Last updated: This Return & Refund Policy explains how Vorlise handles cancellations, damaged or incorrect deliveries, eligible change-of-mind returns, replacements and refunds for purchases made through this website. It should be read with the product page, Terms & Conditions and Shipping Policy. Mandatory consumer rights continue to apply even where an ordinary store rule is more limited.

1. Our approach

Personal-care products require careful hygiene and quality control. We therefore distinguish between an unopened change-of-mind return and a product that is damaged, defective, leaking, misdescribed, counterfeit, expired, incorrectly supplied or otherwise entitled to a legal remedy. An ordinary change-of-mind return usually requires the product to remain sealed and saleable. A genuine defect or fulfilment error is reviewed on its facts and is not automatically rejected merely because the outer shipping parcel was opened. We aim to provide a practical replacement, refund or other appropriate remedy after reasonable verification.

2. Cancelling before dispatch

Contact vorlisecare@gmail.com as soon as possible with the order number and cancellation request. We can usually cancel an item only before it is packed or transferred to the courier manifest. A cancellation request is not complete until we confirm it. If the warehouse has already dispatched the parcel, we may ask you to follow the return process after delivery or, where operationally appropriate, decline the parcel. Refusing a parcel can create additional transit time before a prepaid refund is reviewed, because the shipment must return to the warehouse and be matched to the order.

3. Eligible unopened change-of-mind returns

You may request a change-of-mind return within seven calendar days after recorded delivery when the product is unused, unopened, with its original seal intact, and returned with the original box, label, accessories, free items and invoice where supplied. The product must be capable of hygienic resale and must not have been exposed to heat, moisture, contamination or damage after delivery. Contact us before sending anything. An unapproved parcel sent to an unrelated address may be delayed or lost. If a longer period or different condition is displayed for a particular item, the more customer-favourable specific term will apply.

4. Products normally excluded from change-of-mind return

Opened, used, tested, unsealed or altered cosmetics and personal-care products are normally not accepted merely because the fragrance, colour, feel, packaging preference or individual result did not meet an expectation. Products without original packaging, promotional gifts separated from the qualifying order, clearance items marked final where lawful, and items reported after the stated period may also be ineligible for an ordinary change-of-mind return. This exclusion does not apply in the same way to a verified defect, contamination, incorrect item, shortage, misleading description or another issue for which applicable law requires a remedy.

5. Damaged, leaking, tampered or incorrect deliveries

Report visible damage, leakage, a broken seal, missing quantity, tampering or an incorrect product within forty-eight hours of delivery where reasonably possible. Prompt notice helps preserve courier scans, warehouse footage and packaging evidence. Keep the outer parcel, shipping label, invoice and all inner packaging. Send clear photographs or a short unedited video showing the parcel from all sides, the label, product name, batch information, seal and problem. Do not discard or use the product until we advise whether pickup is needed. Failure to report immediately does not remove a non-excludable legal right, but delay can make factual verification harder.

6. Suspected product defect or quality concern

If a product has an unusual odour, unexpected separation, faulty pump, damaged container, incorrect fill, contamination concern or another possible manufacturing issue, stop using it and contact us. Provide the order number, photographs, batch or lot number, manufacturing and expiry information, date opened, storage conditions and a concise description. We may ask for the item to be returned for quality assessment. Natural or permitted batch variation in colour, viscosity or fragrance is not automatically a defect, but we will review a meaningful difference. Serious adverse reactions should be addressed medically rather than waiting for a customer-service investigation.

7. Skin or scalp reaction

Stop use if you experience persistent burning, swelling, widespread rash, pain or another unexpected reaction. Seek urgent medical assistance for breathing difficulty, facial swelling or severe symptoms. A reaction does not by itself prove that a product is defective, because allergies, incorrect combination, overuse, damaged skin and individual sensitivity can also cause symptoms. Nevertheless, report the issue with the product name, batch number, usage pattern, other products used and photographs where appropriate. We may refer the information for quality review. Do not send detailed medical records unless a qualified reviewer specifically requests relevant information through a suitable channel.

8. How to request a return

Email vorlisecare@gmail.com from the order email where possible. Include the order number, item, quantity, delivery date, reason, requested remedy and supporting images. Customer care will check initial eligibility and provide instructions, a pickup request or a return address. Pack the item securely so it is not damaged on the way back. Do not place tape directly on the retail pack. Keep the handover receipt or tracking number. Approval to send an item is not final approval of a refund; the returned item may still need inspection against the stated condition.

9. Pickup and return shipping

When the return is caused by our error, verified transit damage or an eligible defect, we normally arrange or reimburse reasonable return shipping as appropriate. For an accepted change-of-mind return, a pickup or return charge may be deducted where the law and terms allow, and the original delivery fee may be non-refundable if the service was successfully completed. Pickup availability depends on the pin code and courier. If reverse pickup is not available, we may ask you to use a trackable postal or courier service and will explain which costs are eligible before you send the parcel.

10. Inspection process

After the return reaches the designated facility, we match it to the order and inspect identity, seal, use, quantity, packaging, accessories, gifts and reported issue. Inspection normally takes several working days but can take longer during high volume or when a quality team must assess the batch. We may compare photographs and dispatch records. An item can be rejected if it is materially different from the approved return, used contrary to an unopened-return condition, missing components or damaged after delivery through inadequate packing. We will provide a reason where a requested refund is refused or adjusted.

11. Replacement

For a damaged, missing or incorrect item, replacement can be the fastest remedy when stock is available and the customer agrees. A replacement is dispatched after suitable verification or pickup depending on the issue. Replacement delivery follows normal shipping estimates and can be affected by the same courier conditions as an original order. If the exact item is unavailable, we may offer a refund or an alternative only with your agreement. A replacement does not restart the use-by or expiry period; the supplied unit will carry its own valid label. Repeated replacement claims may receive additional verification without prejudging a genuine complaint.

12. Refund amount

An approved refund normally covers the amount actually paid for the eligible item after proportional discounts. If returning an item makes the retained order ineligible for a bundle or threshold promotion, the refund may be recalculated fairly according to the offer terms. A coupon itself has no cash value. Delivery charges are refunded when required by law or when the entire delivery service failed because of our error; they may remain non-refundable for a completed delivery followed by a voluntary partial return. We do not charge an arbitrary restocking fee for a defective or incorrectly supplied product.

13. Refund method and timing

We initiate an approved prepaid refund to the original payment method unless another lawful method is agreed. We aim to initiate it within five to seven working days after final approval or completed inspection. The bank, card network, UPI service or gateway may need additional working days to display the credit. A cash-on-delivery refund may require verified bank or UPI details. We will never ask for a PIN, CVV or one-time password. Keep the refund reference. If the credit does not appear after the provider’s stated period, contact the provider and us with that reference.

14. Failed delivery and return to origin

A parcel may return because of an incomplete address, repeated unavailable recipient, refused delivery, invalid phone number, courier service restriction or damage in transit. We contact you where practical to determine whether reshipment or refund is appropriate. For prepaid orders returned because of our or the courier’s error, we do not impose an unfair charge. Where the customer supplied materially incorrect information or repeatedly declined delivery, actual forward or return shipping may be considered where lawful and disclosed. Cash-on-delivery availability may be restricted after repeated unjustified refusals to protect operational costs and other customers.

15. Missing item or partial order

Some orders may ship in more than one parcel, so check the order communication and tracking numbers before reporting a shortage. If all parcels are marked delivered and an item is missing, keep the packaging and send photographs showing the shipping label, box condition and items received. We may check packing records, parcel weight and courier information. If the shortage is confirmed, we provide replacement or refund for the missing item. Do not submit a claim for an item arriving in a separately identified shipment. Honest and prompt information helps us resolve genuine packing mistakes quickly.

16. Gifts, sets and promotional items

A set or bundle should normally be returned as a complete unit for a voluntary return. If one component is defective, contact us before separating it; the appropriate remedy may relate only to that component or to the set depending on how it was sold. A free gift linked to a purchase must be returned unused when the qualifying purchase is voluntarily returned, or its stated value may be deducted where lawful. A defective main product does not allow us to impose an unfair condition, and we will explain how the promotion affects the proposed remedy before finalising it.

17. Exchanges

Direct exchanges are not always available because personal-care inventory, prices and courier routes change. Where possible, we may replace the same item or variant. For a different product, the usual process is to complete an eligible return and place a new order, which keeps invoices, tax and stock records accurate. A price difference is charged or refunded through the appropriate transaction rather than collected informally. Do not hand money or an unrecorded product to a courier unless the official return or exchange instruction expressly authorises that process.

18. Grievance and statutory rights

If you disagree with a decision, reply with the facts you believe were missed and request escalation. We will review available evidence and the applicable product, offer and legal terms. This policy does not restrict a remedy available under the Consumer Protection Act, applicable e-commerce rules or another mandatory law. You may use an appropriate consumer grievance, mediation, commission, regulator or court process. We encourage contacting us first because many delivery and payment problems can be corrected quickly when the order evidence is available.

Important: Return addresses, courier partners, processing times and product eligibility can change. Always start through customer care rather than sending an unannounced parcel. This policy is operational guidance and must be applied fairly with mandatory consumer rights. It is not medical advice and does not determine whether a personal reaction has a clinical cause.