Returns, Refunds, Cancellations and Exchanges Policy
We do not accept returns for any beauty (Hair Care/Skin Care/ Body Care) product apart from Manufacturing Defect or Damage during transportation. If there is any defect you need to inform it to us by sending an email or calling our call-center within 24 hours of receiving & accepting the product. We believe in complete customer satisfaction, and any product which you have received in a damaged condition due to transportation or manufacturing defect can either be replaced or refunded. Refund requests will be carefully considered by our customer service team. To further expedite your refund/return/cancellation process you can contact us by calling +91874290600 or by emailing us at connect@theindieearth.in
Return Policy
How long will the return process take?
Your return request has been placed with Customer Service by calling us +918742906000 or by emailing us at connect@theindieearth.in
In case our reverse pick up service is not available at your location, you will need to self-ship the product via any reliable courier partner. Once the item is received in our return address, it undergoes a Product Inspection which takes about 2 days. Typically the refunds are initiated within 2 days after product inspection. The receipt of the refund would depend on the mode of payment chosen by you. We will reimburse the courier charges, either in your PayTM wallet or The Indie Earth Cash Points.
Under what conditions can I return/ replace my product?
• Wrong product delivered
• Expired product delivered
• Damaged product delivered – physical damage
• Incomplete order – missing products
Under what conditions return/ replacement request will not be accepted?
• Opened/used/altered products
• Original packaging (mono cartons, labels, etc.) missing
• The return/replacement request is generated after 1 days from the date of delivery
• The damaged/missing product is reported after 1 day from the date of delivery
Where do I return the product?
If for any other exceptional reason a return request is accepted you will have to send the product to :-
KCN Life Pvt Ltd (The Indie Earth)
Returns Department
Address: B95A, Ranhola Road, Vikas Nagar, Uttam Nagar, New Delhi, India – 110059
Phone Number: +91-8742906000
Please also inform connect@theindieearth.in about your return courier details.
Refund Policy
Typically the refunds are initiated within 2 days of Product Inspection. Receipt of the refund would depend on the mode of payment chosen by you. For Debit Card and Credit Card transfers the time taken for refund depends finally on the bank. Though we would love to expedite the same, our hands are tied. Also, you can assume additional delay for nationalised banks.
The expected timeline for a refund: 5 – 7 Working/Business days.
Cancellation Policy
You can also get in touch with our Customer Care team with your order number to raise a cancellation request. Cancellation duration takes typically one day after confirming cancellation by calling +918742906000 or by emailing us at connect@theindieearth.in. If your order has been dispatched but yet to be delivered, please do not accept delivery and contact Customer Care to inform them of the same.
In the case of Prepaid orders, Refunds will be processed as per our Return policies.
What We Will Do Together:
- Step 1 – Raise a return/ replacement request within 7 days from the date of delivery, if you’ve received wrong or expired product(s).
Please raise a request here with order and contact details – You can also raise a request with us using the Chat option. In case of damaged/ missing product(s), raise a return/ replacement request within 24 hrs from the date of delivery.
- Step 2 – Give us 2 working days to review your return request.
- Step 3 – After reviewing your return request, we will send our courier partner to pick up the products delivered to you.
- Step 4 – In case our reverse pick up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges, either in your PayTM Wallet or Google Pay.
- Step 5 – After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon the stock availability.
- Under what conditions can I return/ replace my product?
Wrong product delivered | Expired product delivered | Damaged product delivered |
Physical damage/ tampered product or packaging | Incomplete order/missing products
- Under what conditions return/ replacement requests will not be accepted?
Opened / used / altered products | Original packaging (mono cartons, labels, etc.) missing. The return/ replacement request is generated after 24 hrs from the date of delivery. The damaged/ missing product is reported after 24 from the date of delivery.
- How are returns processed?
Once you request to return a product, a pickup is organized for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.
- Can I cancel my order?
Note – Orders can be only cancelled till the status is “Processed”. To cancel your order, Please call or Whatsapp us on +918742906000, (Mon – Fri – 9 am to 6 pm), and we will help you in cancelling the order.
**The Indie Earth reserves the right to cancel any order without pre-confirming the customer at any time and may verify any order before shipping the same to the customer that may include having a verbal or written confirmation from the customer.
- How will I receive the refund for my cancelled or returned product?
In case of prepaid orders, money will be returned to the bank account/ credit/debit card or where the payment was made from within 7 business working days. For Cash on Delivery orders customers will be required to provide bank details where they would like to receive the refund.
- How long does it take to receive a refund for a cancelled order or returned product?
We will process your refund within 7 business days in case of cancellation of an order. In case of returns, we will refund the money after the product has been received by our warehouse and post completion of quality check process.
Please note, this entire process takes 2 weeks after the return has been picked up.
- Can I return part of my order?
Yes. You can return any products that are eligible for returns within 24 hrs of delivery.