Refund and Returns Policy

Cancellation and Return Policy

Cancellation before shipment (Only valid on orders placed & delivery in India):

If the order of the item(s) that you want to cancel has not been shipped yet, you can raise your cancellation request via the following routes :

Via ‘My Orders’ section
Go to your account > Click on ‘Orders’ > Go to the order you want to cancel and select ‘Order Details’ > Click on ‘Cancel Item’ > Select the item(s) in your order that you would like to cancel and provide the reason for cancellation and ‘Confirm’ > Once submitted, your item(s) will be cancelled and your refund will be processed.
Via the Help Center
Click on ‘Have a Concern’ > ‘Write To Us’ > ‘Submit a Request’ > Provide us with your order ID details and your request to cancel your order. > Our service representative will review your query and revert in 24 hours.
Via Email or Call
Send an email to our customer support to cancel your order along with your order ID details.

How will I get refunded for the cancelled orders and how long will this process take?

In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.

For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
In addition, we also provide a hassle-free option to refund your amount directly to your Viherb Wallet , which can be used during future purchases.

What if I used discount vouchers or loyalty points during time of payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.

Returns, Replacements and Refunds

How do I return an item purchased on Viherb?
Indian Orders:

Viherb offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 15 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.

Step 1: Follow one of the following steps:
1. Via My Orders section
  Click on ‘Orders’. Go to Order and select ‘Have a Concern’. Proceed with reason for return.
2. Via Help Center
  Click on ‘Have a Concern’>Click on ‘Submit a Request’ > Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference
3. Via Email
  Share an email to our Customer support team within 15 business days of receiving the order.
Step 2: Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

International Orders:

Products can only be eligible for returns if the products received by the customer are deemed to have been received in a damaged / defective state or are expired or an incorrect product has been delivered. Such products can only be returned in their original packaging, in an unused and sealed condition. [Opened or used products will not be accepted as returns.]

If a return is accepted, Viherb will replace or refund the invoiced rupee value for, the damaged / defective / expired / wrong product. In either case, the additional customs amount paid by the customer to receive the product will be reimbursed to the customer in the form of a refund coupon, that can be applied to the customer’s next order with Viherb, subject to the customer providing a copy of the customs receipt.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.

Which are the items that cannot be returned/exchanged?

Returns will not be accepted under the following conditions:

Product is damaged due to misuse/overuse
Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered with.
Defective products that are not covered under Seller/Manufacturer’s warranty
Product is used or altered
If request is initiated after 15 business days of order delivery
Free product provided by brand

Categories not eligible for Return:

Customized Products (eg: lipsticks, compacts, mascaras, etc) cannot be returned since they are available during select promotions and ordered on demand
Personal care appliances cannot be returned due to hygiene issues

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 15 days of receiving the order:

Step 1: Follow one of the following steps:
1. Via My Orders section
  Click on ‘Orders’. Go to Order and select ‘Have a Concern’. Proceed with reason for return.
2. Via Help Center
  Click on ‘Have a Concern’>Click on ‘Submit a Request’ > Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference
3. Via Email
  Share an email to our Customer support team.
Step 2: Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

For payments done through credit/debit cards or net banking ,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
For cash on delivery transactions ,we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.