Return & Refund Policy

2. Our Commitment

We are committed to:

• Providing high-quality skincare products that meet safety and quality standards
• Ensuring customer satisfaction through fair policies
• Offering transparent return and refund processes
• Resolving issues promptly and professionally
• Honoring your statutory consumer rights

3. Return Eligibility Period

3.1 Standard Return Window

You may request a return within 7 days of receiving your order for eligible products and valid reasons as specified in this policy.

3.2 Calculation of Return Period

The 7-day period begins on the date of delivery as confirmed by our courier partner's tracking system or delivery confirmation.

3.3 Timely Initiation

You must initiate the return request within 7 days. The physical return of the product may take longer, which is acceptable as long as the request was initiated within the return window.

4. Conditions for Returns

4.1 Returnable Products

Products are eligible for return if they meet ALL of the following conditions:

Packaging Requirements:

• Product is unopened and unused (with original seals intact)
• Original packaging is intact and undamaged
• Security seals are unbroken
• Product is in resalable condition

Documentation Requirements:

• Original invoice or order confirmation
• All tags, labels, and inserts are intact
• Original packaging materials
• Any free gifts or samples included with the order must be returned

Quality/Condition Requirements:

• No signs of use or tampering
• Product has not been stored improperly
• No exposure to extreme temperatures or moisture

4.2 Non-Returnable Products

The following products CANNOT be returned once opened:

Hygiene and Safety Reasons (Primary Restriction):

• All skincare products once opened (as they are applied to skin/body)
• Products with broken seals (for contamination prevention)
• Products showing any signs of use or testing
• Products that come in direct contact with body parts

Note: This restriction is for health and safety reasons as cosmetic products cannot be resold once opened and used.

Other Non-Returnable Categories:

• Products damaged due to customer misuse or mishandling
• Products with customer-inflicted damage after delivery
• Gift cards or e-vouchers
• Products returned without proper documentation
• Products returned without original packaging

Sale/Promotional Items:

• Products purchased during special sales or promotions may have modified return terms
• Returns will be accepted only if defective or damaged
• Specific terms will be clearly disclosed during the sale/promotion period

4.3 Exception for Defective Products

Even if a product is opened, returns will be accepted if:

• The product was defective at the time of delivery
• You discovered a manufacturing defect upon opening
• The product caused an adverse reaction due to a manufacturing fault (not ingredient sensitivity)
• You can provide evidence of the defect (photographs, description)

5. Valid Reasons for Returns

Returns are accepted ONLY for the following reasons:

5.1 Damaged Products

Products damaged during shipping:

• Broken or cracked containers
• Leaking or spilled products
• Crushed or deformed packaging
• Visible external damage to product or packaging

Important: You should note any visible damage in the courier's delivery report at the time of delivery. While not mandatory, this strengthens your return claim.

5.2 Defective or Faulty Products

Manufacturing defects such as:

• Expired or near-expiry products (less than 24 months remaining shelf life at delivery)
• Products with visible quality issues (unusual consistency, separation, discoloration)
• Formulation errors or contamination
• Contaminated products (mold, foreign particles)
• Defective dispensers, pumps, or packaging that prevent proper use
• Products that clearly do not meet stated quality standards

5.3 Wrong Product Delivered

• Incorrect product sent (different from what you ordered)
• Different product than shown in order confirmation
• Different variant (size, quantity, type) than ordered
• Missing products from your order
• Duplicate products sent by error

5.4 Quality Issues Not Apparent Until Opening

Products that do not meet quality standards upon opening:

• Unusual odor, color, or texture inconsistent with product description
• Separation of ingredients indicating instability
• Signs of tampering or compromised packaging
• Products significantly not matching description or specifications
• Products that appear expired despite valid expiry date

Evidence Required: Photographs, detailed description, and video of unboxing if quality issue was immediately apparent.

6. Products Not Eligible for Return

Returns will NOT be accepted for the following reasons:

6.1 Customer Preference Issues

• Change of mind after purchase
• Did not read product description properly
• Found a better price elsewhere
• No longer needed or wanted
• Ordered by mistake (unless unopened and within conditions)
• Different from expectation (when product matches description)
• Personal preference or skin type incompatibility

6.2 Natural Product Variations

• Mild fragrance variations (natural ingredients may have slight batch variations)
• Minor color variations in packaging or labels (printing differences)
• Slight texture variations (within normal range for natural products)
• Batch-to-batch variations in natural products (when within specifications)

6.3 Proper Disclosure Issues

• Allergic reactions to disclosed ingredients (ingredients are clearly listed)
• Product doesn't work as expected (effectiveness varies by individual)
• Results not meeting your personal expectations
• Dissatisfaction with fragrance (when fragrance is disclosed)

Important: These restrictions are reasonable because product ingredients are clearly disclosed before purchase, individual results and preferences vary, products are correctly described on our website, and you have the opportunity to review descriptions before purchase.

7. Return Process

7.1 Step 1: Initiate Return Request

You can initiate a return request within 7 days of delivery through:

Option A: Website (Recommended - Fastest):

• Log into your account on our website
• Go to "My Orders" or "Order History"
• Select the order you want to return
• Click "Return Item" or "Request Return"
• Select the product(s) to return
• Choose reason for return from dropdown menu
• Upload photographs and video showing the issue (for damaged/defective/wrong products)
• Submit return request

Option B: Customer Service:

• Email: care@bellyandbaby.com
• Phone: +91 83016 79966
• WhatsApp:

7.2 Step 2: Return Authorization & Approval

Through Website (Recommended):

• If your return meets eligibility criteria, you may receive instant approval through the website
• Return Authorization Number (RAN) generated immediately
• Return instructions sent to your registered email and SMS

7.3 Step 3: Schedule Return Pickup

Through Website (Recommended):

• After receiving RAN, log into your account
• Go to "My Returns" or "Return Status"
• Click "Schedule Pickup" next to your approved return
• Select preferred pickup date (within next 2-7 days)
• Select 2-hour pickup time slot
• Confirm pickup address (or change if needed)
• Submit pickup request
• You will receive pickup confirmation via SMS and email with pickup details

Through Customer Service:

• Call/email our customer service with your RAN
• Provide preferred pickup date and time
• Confirm pickup address
• We will coordinate with our courier partner
• Pickup confirmation sent via SMS/email

Pickup Details:

• Our courier partner (e.g., Blue Dart, Delhivery, etc.) will handle the pickup
• Pickup typically scheduled within 2-3 business days from pickup request
• You will receive courier partner name and tracking details
• Courier will call 30 minutes before arrival (typically)
• Pickup attempts: Usually 2-3 attempts if you're not available

Shipping Cost Responsibility:

• Our error (damaged, defective, wrong product): Free pickup - no charges
• Customer reason (where permitted, e.g., unopened accidental order): Pickup charges may apply and will be deducted from refund amount. This will be clearly shown during return booking.

7.4 Step 4: Package the Product & Hand Over to Courier

Before Courier Arrival:

Packaging Requirements:

• Pack the product securely in original packaging (if available and undamaged)
• If original packaging is damaged, use suitable alternative packaging with adequate protection
• Include the original invoice or order confirmation (printed or handwritten copy)
• Write the Return Authorization Number (RAN) clearly on the package exterior
• Include all accessories, manuals, free gifts, or samples that came with the order

At Pickup:

• Hand over the package to the courier representative
• Request and keep the pickup receipt/acknowledgment - this is your proof of return
• The courier will provide a tracking number (also sent via SMS)
• Photograph the package with courier representative (optional but helpful)
• Note the courier representative's name and phone (optional)

Important:

• Ensure someone aged 18+ is available at pickup time
• Keep the pickup receipt safe until refund is processed
• You can track return status using the tracking number provided

7.5 Step 5: Return in Transit & Delivery to Warehouse

Tracking Your Return:

• Track return status on our website under "My Returns"
• Track on courier partner's website using tracking number
• Real-time updates via SMS (delivery status)
• Typical transit time: 2-5 business days depending on location

Return Delivery:

• Courier partner delivers return to our designated warehouse/facility
• Managed entirely by courier partner - you don't need to do anything
• You'll receive SMS/email notification when return reaches our warehouse

If Return is Lost/Damaged in Transit:

• Contact us immediately if tracking shows issue
• As per Section 14.1, we are responsible for loss/damage during our courier partner's pickup and transit
• We will process your refund/replacement even if product is lost

7.6 Step 6: Return Verification at Warehouse

Once our courier partner delivers the returned product to our warehouse:

• Our quality and operations team will inspect it within 3-5 business days
• You will receive SMS/email notification: "Return received - under inspection"

Verification Process Includes:

• Checking product condition against stated return reason
• Verifying packaging integrity and contents
• Confirming product authenticity (checking batch codes, packaging)
• Assessing whether return conditions in Section 4 are met
• Comparing photographs provided with actual product condition

Quality Team Assessment:

• For damaged products: Verify damage is from transit, not customer use
• For defective products: Test/inspect for manufacturing defects
• For wrong products: Confirm if incorrect item was shipped
• For quality issues: Verify against quality standards

Inspection Outcome Notification:

• You will be notified via email and SMS within 24 hours of inspection completion
• Notification includes: Approval/rejection status and detailed explanation

Possible Outcomes:

• Approved: Refund/replacement will be processed (proceed to Step 7)
• Rejected: Return will be sent back to you with detailed explanation
• Pending: Additional information or clarification requested from you

7.7 Step 7: Refund or Replacement Processing

If Return is APPROVED:

For Refunds:

• Refund processed according to Section 8 (Refund Policy)
• Refund initiated within 24-48 hours of approval
• You will receive refund confirmation with reference number
• Money credited as per timelines in Section 8.4

For Exchanges/Replacements:

• Replacement dispatched according to Section 9 (Exchange Policy)
• Replacement order created and dispatched within 2-3 business days
• You will receive tracking details for replacement
• Delivery as per standard shipping timelines

If Return is REJECTED:

• Detailed reasons provided via email explaining why return doesn't meet policy criteria
• Photographic evidence of product condition shared with you
• No refund or exchange provided
• You have the right to dispute the decision (see Section 13.3 and Section 20)

Rejection Reasons May Include:

• Product condition doesn't match stated return reason
• Product shows signs of use beyond testing
• Return conditions in Section 4 not met
• Packaging damaged or opened (for non-defect returns)
• Return period expired
• Missing components or accessories
• Product appears tampered with

7.8 Return Status Tracking

Track Your Return at Every Step:

• Website: Log into "My Returns" section for real-time status
• Email Updates: Automated emails at each stage
• SMS Updates: Key milestone notifications
• Customer Service: Call/email us with RAN for status update

Status Stages You'll See:

• "Return Request Submitted" - RAN generated
• "Return Approved" - Awaiting pickup scheduling
• "Pickup Scheduled" - Pickup date confirmed
• "Pickup Completed" - Courier collected package
• "In Transit to Warehouse" - Return in transit
• "Received at Warehouse" - Return delivered to us
• "Under Inspection" - Quality team verifying
• "Approved - Refund Processing" or "Approved - Replacement Processing"
• "Refund Initiated" or "Replacement Dispatched"
• "Completed"

Estimated Timeline (End-to-End):

• Return request to pickup: 2-3 days
• Pickup to warehouse delivery: 2-5 days
• Inspection: 3-5 days
• Refund initiation: 1-2 days
• Refund credit to account: 5-10 days
• Total: 13-25 business days from return request to money in account

8. Refund Policy

8.1 Refund Eligibility

Refunds are provided for:

• Damaged products received (verified by inspection)
• Defective or faulty products (verified by inspection)
• Wrong products delivered
• Quality issues verified by our team
• Orders cancelled before dispatch
• Returns approved after verification

8.2 Refund Methods

Refunds will be issued through the same payment method used for the original purchase:

• Credit/Debit Card: Refund processed to the same card used for payment. Takes 5-7 business days to reflect in your account after initiation. Timeline depends on your card issuer's processing time. You will see it as a credit in your card statement.
• Net Banking/UPI: Refund processed to the source account. Takes 5-7 business days after initiation. Appears in your bank statement as a credit.
• Digital Wallets (Paytm, PhonePe, etc.): Refund to the same wallet used for payment. Takes 3-5 business days after initiation. Credited to your wallet balance.
• Cash on Delivery (COD): Refund via bank transfer (NEFT/IMPS/UPI). Requires you to provide bank account details (securely). Takes 7-10 business days after we receive your bank details. Bank details verified before processing for security.

Note: We cannot refund to a different payment method or different account than the original payment source due to security and fraud prevention.

8.3 Refund Amount

The refund amount INCLUDES:

• Full product price
• All applicable taxes (GST, etc.)
• Original shipping charges (ONLY if return is due to our error - damaged, defective, or wrong product)

The refund amount EXCLUDES:

• Original shipping charges (for returns due to customer reasons)
• Payment gateway charges (may be deducted as per payment provider policies - typically 2-3%)
• COD charges (if applicable)

8.4 Refund Processing Timeline

Complete Timeline Breakdown:

• Return received at warehouse: Day 0
• Quality inspection: 3-5 business days (Day 0 to Day 5)
• Refund approval & initiation: 24-48 hours after inspection (Day 5 to Day 7)
• Bank/payment provider processing: 5-10 business days (Day 7 to Day 17)
• Total time: Up to 15-17 business days from warehouse receipt to money in your account

Factors affecting timeline:

• Bank processing times (varies by bank)
• Payment method (cards slower than wallets)
• Weekends and public holidays (not counted as business days)
• Bank verification processes

We commit to: Completing steps 1-3 (our responsibility) within 7 business days maximum.

8.5 Refund Notification and Tracking

You will be notified via email and SMS at each stage:

• Stage 1: Return received at warehouse (with date and RAN)
• Stage 2: Quality verification complete (approved/rejected status)
• Stage 3: Refund initiated (with refund reference number)
• Stage 4: Refund processed (with transaction ID and expected credit date)

Tracking Your Refund:

• Use the refund reference number provided
• Contact your bank after the stated timeline
• Contact us if refund doesn't arrive within stated timeline

8.6 Refund Disputes

If you don't receive your refund within the stated timeline:

• Check with your bank/payment provider first
• Contact us with refund reference number
• We will provide proof of refund initiation
• We will assist in tracking with payment provider
• If error on our part, we will re-initiate refund immediately

8.7 Partial Refunds

In certain cases, partial refunds may be issued:

• Product returned without all accessories or free gifts
• Packaging damaged by customer during return
• Product shows signs of minimal use (may be assessed case-by-case for certain non-hygiene items)
• Missing documentation or components

Note: You will be informed before partial refund is processed and can choose to receive the product back instead.

9. Exchange Policy

9.1 Exchange Availability

We offer exchanges ONLY for the following situations:

• Defective products (verified manufacturing defect)
• Wrong products delivered (our shipping error)
• Damaged products (damage during shipping)

We do NOT offer exchanges for:

• Change of mind or preference
• Different size or variant desired (unless we sent wrong size)
• Product doesn't suit you (skin compatibility issues)

Reason: Cosmetic products have hygiene restrictions and most exchanges are effectively returns + new purchases.

9.2 Exchange Process

To request an exchange:

• Follow the same return process (Section 7)
• Clearly indicate "Exchange" as the preferred resolution
• Specify the replacement product desired (must be available)
• Exchange is subject to product availability
• If replacement not available, refund will be processed

Exchange Authorization: Similar to Return Authorization, but marked as exchange request.

9.3 Exchange Timeline

• Return pickup to warehouse delivery: 2-5 business days
• Inspection and approval: 3-5 business days
• Replacement dispatch: 1-2 business days after approval
• Delivery: 3-7 business days after dispatch
• Total: 9-19 business days from return pickup to receiving replacement

9.4 Shipping Charges for Exchanges

• Our error (damaged, defective, wrong product): Free exchange - no shipping charges for return or replacement
• Customer request (where permitted): Customer pays for return shipping and replacement shipping

If replacement product costs MORE than original:

• You must pay the price difference
• We will send you a payment link via email
• Replacement dispatched only after difference payment received

If replacement product costs LESS than original:

• Balance amount will be refunded to your original payment method
• Refund processed along with exchange

Shipping charges:

• Free for exchanges due to our error
• May be charged for exchanges due to customer request (where permitted)

9.5 Exchange Limitations

• Maximum one exchange per order per product
• Product must be in stock and available at time of exchange approval
• If second defect found in replacement, refund will be provided (not another exchange)
• Exchanges not available during clearance sales or discontinued products

10. Cancellation Policy

10.1 Cancellation Before Dispatch

You can cancel your order for a full refund at any time before it has been dispatched from our warehouse.

10.2 How to Cancel

• Log into your account and click "Cancel Order" (if available)
• Contact customer service immediately via phone or email
• Provide your order number

10.3 Cancellation After Dispatch

Orders cannot be cancelled once they have been dispatched. If you no longer want the product, you must receive it and then initiate a return request (subject to return conditions).

10.4 Cancellation Refund

For cancellations before dispatch, a full refund (including shipping) will be initiated within 24-48 hours.

10.3 Partial Cancellations

For orders with multiple products:

• You may cancel individual items before dispatch
• Contact us immediately after placing order
• Specify which items to cancel
• Refund will be processed for cancelled items only
• Remaining items will be dispatched
• Shipping charges will be proportionately adjusted

Processing: We will make best efforts to accommodate but cannot guarantee if order is already being packed.

10.4 Seller-Initiated Cancellations

We reserve the right to cancel orders in the following situations:

• Product is out of stock or unavailable
• Pricing error or technical glitch
• Unable to verify payment
• Suspected fraudulent transaction
• Delivery address is unserviceable
• Force majeure events preventing fulfillment

In case of seller cancellation:

• We will notify you immediately via email/SMS
• Full refund processed within 5-7 business days
• No cancellation fees charged
• You may be offered alternative products or discount on future purchase

11. Damaged or Defective Items

11.1 Reporting Damage

If you receive a damaged or defective item, please report it within 48 hours of delivery.

11.2 Required Evidence

• Photographs of the damaged product
• Photographs of the shipping box/packaging
• Description of the defect/damage
• Unboxing video (highly recommended)

11.3 Resolution

We will provide a replacement or full refund (including shipping) for verified damaged or defective items.

11.1 Allergic Reactions

If you experience an allergic reaction to our product:

Immediate Steps:

• Discontinue use immediately
• Wash affected area thoroughly
• Consult a healthcare professional or dermatologist
• Seek medical attention if reaction is severe

Contacting Us:

• Contact us with order details and medical documentation
• Provide photographs of the reaction (if comfortable)
• Share doctor's note or medical report (if available)

Our Assessment:

• We will investigate the cause with our manufacturing partners
• Review product batch quality and formulation
• Determine if issue was manufacturing defect or ingredient sensitivity

Return and Refund:

• Manufacturing defect: Full refund provided even if product is opened
• Ingredient sensitivity: Return may be considered on case-by-case basis with medical documentation
• We will cover medical consultation costs in case of confirmed manufacturing defect (up to reasonable limits, with documentation)

Important Disclaimer:

• All product ingredients are clearly listed before purchase
• We recommend patch testing before full use (as stated on product)
• Individual ingredient sensitivities vary and cannot be predicted
• We are not liable for allergic reactions to disclosed ingredients when product meets quality standards
• This does not limit our liability for manufacturing defects or contamination

11.2 Product Defects Discovered After Use

If you discover a manufacturing defect after opening and using:

Acceptable for Return:

• Defect that was not visible before opening
• Progressive deterioration indicating instability
• Contamination discovered during use
• Defective dispenser/packaging affecting usability

Contact us immediately:

• Provide photographs showing the defect
• Detailed description of when and how defect was discovered
• Approximate usage level (how much was used before defect found)
• Medical documentation if any adverse effects occurred

Resolution:

• We will investigate on case-by-case basis
• Manufacturing defects will be accepted even if product was partially used
• Refund or replacement provided if defect is verified
• Compensation for adverse effects considered if manufacturing fault confirmed

11.3 Bulk Orders (Institutional/Commercial)

For bulk orders or institutional purchases (typically 50+ units):

Different Terms May Apply:

• Custom return and refund policy may be negotiated
• Extended quality guarantee periods may be offered
• Different inspection procedures
• Bulk return handling process

Process:

• Contact us before placing bulk order
• Discuss return terms during order negotiation
• Terms will be documented in purchase order or agreement
• Subject to management approval and written acceptance

Why Different: Bulk orders have different handling, storage, and business considerations.

11.4 Sale and Promotional Items

Products purchased during sales, promotions, or special offers:

Modified Return Terms:

• Eligible for return ONLY if defective, damaged, or wrong product delivered
• "Change of mind" or preference-based returns NOT accepted
• All defect-based returns follow same process and timelines
• Refund amount will be the sale price paid, not original price

Clear Disclosure:

• Modified return terms will be clearly stated during sale period
• Displayed on product page, checkout page, and order confirmation
• You acknowledge these terms by completing purchase during sale

Reason: Sale items are offered at reduced prices with understanding that return flexibility is limited to quality issues only.

12. Incorrect Items Received

12.1 Reporting Error

If you receive an item different from what you ordered, please notify us within 48 hours.

12.2 Resolution

We will arrange for pickup of the incorrect item and send the correct item at no additional cost, or provide a full refund if preferred.

12.1 Returns Due to Our Error

If return is due to our error (damaged, defective, wrong product):

• We bear all return shipping costs
• Reverse pickup arranged at no charge to you
• We will provide packaging materials if needed
• Pickup scheduled within 2-3 business days
• No deductions from your refund for return shipping

Our Responsibility: We selected the courier, so we handle return logistics and costs.

12.2 Returns Due to Customer Reasons

If return is due to customer reasons (where permitted - e.g., unopened, accidental order):

• Customer may need to bear return shipping costs
• Costs will be clearly communicated during return authorization
• You can choose our reverse pickup service (charges may apply and be deducted from refund)
• OR you can self-ship (you pay courier directly)

Cost Handling:

• Clearly disclosed before you proceed with return
• If using our pickup service, costs deducted from refund amount
• You can opt out if costs are not acceptable

12.3 Return Address

Critical: Return products ONLY to the address provided in your Return Authorization email.

• Each return is tracked by RAN and expected at specific warehouse
• Returns sent to any other address will not be processed
• Do not send returns to our registered office address
• Do not send to any address found online

If sent to wrong address:

• We cannot process the return
• We are not responsible for lost/misrouted returns
• You will need to retrieve package and send to correct address

13. Rejected Returns

13.1 Reasons for Rejection

Returns may be rejected if:

• Product does not meet return conditions (opened when policy requires unopened)
• Packaging is damaged or opened (for non-defect returns)
• Product shows signs of use beyond testing (when not a defect issue)
• Return period has expired (initiated after 7 days)
• No valid reason per Section 5 (e.g., change of mind for non-returnable item)
• Missing components, accessories, or documentation
• Product appears to be tampered with or not authentic
• Evidence doesn't support stated reason
• Suspected fraudulent return

13.2 Handling of Rejected Returns

If your return is rejected after inspection:

• Detailed explanation provided via email within 24 hours
• Photographic evidence of product condition shared
• Product will be sent back to you
• Return shipping costs borne by customer (may be COD)
• No refund or exchange provided

13.3 Right to Dispute

If you disagree with rejection decision:

• Contact our Grievance Officer (Section 20)
• Provide additional evidence supporting your claim
• Request re-inspection (may be granted in certain cases)
• Escalate through grievance process
• Approach consumer forum if still unsatisfied (your statutory right)

Fair Process: We will review disputes objectively with fresh eyes.

14. Lost or Damaged Returns in Transit

14.1 Using Our Pickup Service

If product is lost or damaged during reverse pickup arranged by us:

• We are fully responsible
• Full refund or replacement provided
• No additional cost to you
• No impact on your return claim
• We will file claim with courier partner

Why: We selected the courier and arranged pickup, so we bear transit risk.

14.2 Self-Shipped Returns

If you ship the product yourself:

We strongly recommend:

• Use trackable, reputable shipping method
• Insure high-value returns
• Keep proof of shipment (tracking number, receipt)
• Take photos/video of packaged product before shipping

Our responsibility:

• We are not responsible for loss during transit
• We cannot process refund until product is received
• If product never reaches us, no refund possible

Your recourse:

• File claim with your chosen shipping carrier
• Provide tracking proof showing non-delivery
• Courier is responsible for loss/damage

Why Different: You selected courier and controlled shipping, so you bear transit risk unless we arranged it.

14.3 Disputed Deliveries to Us

If we claim non-receipt but you have proof of delivery to our warehouse:

• Provide tracking showing delivery confirmation
• We will investigate internally
• If confirmed delivered to our facility, we will process return
• If genuinely lost after reaching us, we bear responsibility

15. Quality Assurance

15.1 Product Quality Standards

All our products:

• Comply with Drugs and Cosmetics Act, 1940 and Drugs and Cosmetics Rules, 1945
• Are manufactured by licensed, GMP-certified manufacturers
• Have valid CDSCO registration numbers
• Meet BIS standards (where applicable)
• Have minimum 24-month shelf life remaining at dispatch (36-month total shelf life)
• Undergo quality testing before release

15.2 Pre-Dispatch Quality Checks

Before dispatching your order, we verify:

• Product expiry dates (minimum 24 months remaining)
• Packaging integrity (no damage, seals intact)
• Correct product and quantity match order
• No visible damage or defects
• Proper storage conditions maintained
• Batch quality certification

15.3 Manufacturing Standards

Our manufacturing partners:

• Hold current GMP (Good Manufacturing Practices) certification
• Follow WHO guidelines for cosmetic manufacture
• Maintain proper quality control systems
• Keep batch records for traceability
• Have valid manufacturing licenses

15.4 Your Assurance

If products don't meet these standards despite our checks:

• Full refund provided
• Return accepted even if opened (for quality issues)
• We investigate with manufacturer
• Corrective actions taken

Your feedback helps us maintain quality.

16. Customer Support

16.1 Assistance Available

Our customer service team is available to assist you with:

• Pre-purchase product queries and recommendations
• Order tracking and status updates
• Return and refund status and queries
• Product information and usage guidance
• Complaints and grievances resolution
• Technical issues with website or ordering

16.2 Contact Methods

Reach us through:

• Email: care@bellyandbaby.com
• Phone: +91 83016 79966
• Support Hours: Mon-Sat, 10 AM - 6 PM IST
• Website: Contact form or live chat (if available)
• WhatsApp Business: +91 83016 79966 (if available)

Choose the method most convenient for you. For urgent return/refund matters, phone is fastest.

16.3 Response Time Commitment

We commit to:

• Email inquiries: Response within 24-48 hours (1-2 business days)
• Phone calls: Immediate assistance during business hours
• Return requests: Initial response within 24-48 hours
• Live chat: Immediate response during online hours (if available)

Complex matters may require additional time for investigation, but we will keep you updated.

16.4 Documentation

For all communications:

• Keep records of correspondence (email copies, call logs)
• Note reference numbers provided
• Save screenshots if helpful

This helps in tracking and escalation if needed.

17. Fraudulent Returns

17.1 Prevention Measures

We have systems to detect and prevent fraudulent returns, including:

• Tracking return patterns and frequency per customer
• Verifying product authenticity using batch codes and packaging
• Monitoring account activity for suspicious behavior
• Photographic documentation of returns received
• Quality inspection to verify stated conditions
• Cross-checking against fraud databases

17.2 Consequences of Fraud

Fraudulent return attempts may result in:

• Immediate rejection of return request
• Account suspension or permanent termination
• Legal action as per Indian Penal Code and other applicable laws
• Blacklisting from future purchases
• Recovery of losses through legal means
• Reporting to law enforcement authorities

17.3 Examples of Fraudulent Behavior

Fraud includes (but is not limited to):

• Returning used products as unused
• Returning counterfeit/fake products instead of our genuine products
• Claiming false damages (damaging products yourself and claiming shipping damage)
• Abuse of return policy (excessive returns, wardrobing behavior)
• Switching products (returning old/used product in new product packaging)
• Claiming non-delivery when tracking shows delivered
• Returning empty boxes or different items

Zero Tolerance: We take fraud seriously to protect our genuine customers and maintain fair prices.

While we have strict fraud detection:

• We treat genuine customers fairly
• We investigate before taking action
• We give benefit of doubt in ambiguous cases
• We don't penalize genuine mistakes
• We value honest, loyal customers

If accused of fraud: You will be notified and given opportunity to provide explanation before action is taken.

18. Data Privacy in Returns

18.1 Collection of Information

To process your return, we collect:

• Contact details (name, phone, email, address)
• Order and payment information
• Photographs and videos of products
• Bank details (for COD refunds)
• Reason for return

18.2 Usage of Information

This information is used ONLY for:

• Verifying and processing your return/refund
• Communicating status updates
• Improving product quality and service
• Fraud prevention and detection
• Legal and regulatory compliance

18.3 Data Security

We protect your data by:

• Using secure, encrypted systems for bank detail collection
• Restricting access to authorized personnel only
• Following our Privacy Policy (available on website)
• Not selling or sharing your data with third parties for marketing

18.4 Sharing with Partners

We share necessary information with:

• Courier partners (for pickup and delivery)
• Payment gateway providers (for refund processing)
• Quality assurance teams and manufacturers (for defect investigation)

Only minimal required data is shared with these partners.

19. Statutory Rights

19.1 Consumer Protection Act, 2019

This policy is in addition to, and does not affect, your statutory rights under the Consumer Protection Act, 2019 and other applicable Indian laws.

19.2 Right to Information

You have the right to receive clear, accurate, and complete information about our products, prices, and policies before and after purchase.

19.3 Right to Redressal

You have the right to seek redressal against unfair trade practices or unscrupulous exploitation of consumers.

19.4 Right to Choice

You have the right to be assured, wherever possible, access to a variety of goods and services at competitive prices.

20. Grievance Redressal

20.1 Grievance Officer (Mandatory under IT Act)

If you are not satisfied with our return/refund process, you can contact our Grievance Officer:

20.2 How to File a Grievance

To file a formal grievance:

• Contact customer service first (first level resolution)
• If not resolved, escalate to Grievance Officer in writing (email preferred)
• Provide: Your name, contact details, order number, return details, detailed description of complaint, resolution seeking, and supporting documents

20.3 Grievance Resolution Process

• Acknowledgment: Within 48 hours of receiving complaint
• Investigation: 3-5 business days
• Resolution: Within 30 days from date of complaint (as required by law)
• Communication: Regular updates on status

20.4 If Still Unsatisfied

If you are not satisfied with our grievance resolution, you may approach:

Consumer Disputes Redressal Commissions:

• District Consumer Commission (for claims up to ₹1 crore)
• State Consumer Commission (for claims ₹1 crore to ₹10 crore)
• National Consumer Commission (for claims above ₹10 crore)

How to approach:

• File a complaint with the appropriate commission
• Can be done online through e-Daakhil portal
• No need for lawyer (though permitted)
• Low filing fees

Location: You can file in commission having jurisdiction over:

• Where you reside or work
• Where we conduct business
• Where cause of action arose

Your Right: This is your statutory right and cannot be restricted by any agreement or policy.

21. Changes to This Policy

21.1 Right to Modify

We reserve the right to modify this Return and Refund Policy at any time to:

• Comply with legal requirements
• Improve customer experience
• Reflect changes in business practices
• Address issues identified in implementation

21.2 Notification of Changes

Material changes will be communicated through:

• Website notification: Updated policy posted with "Last Updated" date
• Email to registered customers: For significant changes
• Notice during checkout: For substantial modifications
• Prominent website banner: For 30 days after major changes

Material changes include:

• Changes to return period
• Changes to refund timelines
• Addition of restrictions
• Changes to consumer rights

21.3 Applicable Policy Version

Important: The policy version in effect at the time of your purchase applies to that specific order.

Example:

• You purchase on Jan 1, 2025 (Policy Version 1.0 applies)
• We update policy on Jan 10, 2025 (Policy Version 2.0)
• Your return right is governed by Version 1.0 (your purchase date policy)

Why: You agreed to specific terms at purchase time, and we honor those terms.

21.4 Acceptance of Changes

For new purchases after policy changes:

• Your purchase constitutes acceptance of current policy
• Read the policy before purchasing
• Changes are effective immediately for new orders

21.5 Policy Archive

• Previous policy versions available on request
• We maintain archive for reference and dispute resolution

22. Acceptance of Policy

22.1 Agreement

By making a purchase on our website, you acknowledge that you have:

• Read this entire Return and Refund Policy
• Understood the terms and conditions
• Agreed to be bound by this policy
• Had opportunity to ask questions before purchase

22.2 Checkbox Acceptance

During checkout, you will be required to check a box confirming: "I have read and agree to the Return and Refund Policy"

This is a mandatory requirement for completing purchase.

22.3 Your Responsibility

It is your responsibility to:

• Read and understand this policy before purchase
• Ask questions if anything is unclear
• Keep a copy for your records
• Review policy periodically for updates

23. Contact Information

23.1 Returns and Refunds Department

For all return and refund queries:

23.2 For Urgent Issues

Urgent Return Requests (damaged/wrong product):

• Call us immediately: +91 83016 79966
• Email with subject "URGENT - Return Request": care@bellyandbaby.com

We prioritize urgent matters and respond faster.

23.3 General Inquiries

For pre-purchase questions:

• Email: care@bellyandbaby.com
• Phone: +91 83016 79966

24. Additional Important Notes

24.1 Language

This policy is provided in English. In case of any translation, the English version prevails in case of conflict.

24.2 Governing Law

This policy is governed by the laws of India. Courts in Hyderabad, Telangana have jurisdiction, without prejudice to consumer forum rights.

24.3 Severability

If any part of this policy is found unenforceable, the remaining parts remain in full effect.

24.4 Entire Agreement

This policy, together with our Terms and Conditions, Privacy Policy, and Shipping Policy, constitutes the complete agreement regarding returns and refunds.