At Cellula Laboratories, we take care to ensure that every skincare, haircare and personal-care product reaches you safely and in good condition. This policy applies to products purchased directly through the Cellula Laboratories website.

Because these products are intended for personal use, opened or used items generally cannot be returned for hygiene and safety reasons.

1. When is a return eligible?

You may request a return or replacement when:

• The product delivered is damaged or leaking.
• You received the wrong product.
• The product is defective.
• The product has expired at the time of delivery.
• An item is missing from your order.
• The product or packaging has been materially damaged during transit.

The return request must be submitted within 7 calendar days of delivery.

2. Products that cannot be returned

A return or refund will ordinarily not be accepted when:

• The product has been opened, used or partially consumed.
• The original seal, label, barcode or packaging has been removed or damaged.
• The customer has changed their mind after delivery.
• The product was purchased from another website, marketplace, retailer or distributor.
• The return request is submitted more than 7 days after delivery.
• Damage occurred because of improper storage, misuse or handling after delivery.
• The customer does not like the product’s fragrance, texture, colour or personal suitability.

Skin and hair responses can vary from person to person. Sensitivity, dissatisfaction or lack of expected results does not automatically make a product defective. However, customers may contact us to report any serious product-quality or safety concern for review.

3. How to request a return

To raise a return, replacement or refund request, contact us with:

• Your order number
• Name and registered phone number
• Product name
• Reason for the request
• Clear photographs of the product, outer packaging, shipping label and invoice
• A short video, where reasonably required to understand transit damage or leakage

Send the details to:

Email: bbranjan82@gmail.com
Phone: +91 99109 22303 / +91 74282 88303

These contact details are currently displayed on the Cellula Laboratories website.

Please do not send a product back without receiving return approval and instructions from our support team.

4. Return pickup and shipping charges

Where the return is approved because the product was damaged, defective, expired, incomplete or incorrectly delivered, Cellula Laboratories will arrange the return pickup wherever service is available.

If reverse pickup is unavailable, you may be asked to courier the product to the address shared by our support team. Reasonable return shipping charges will be reimbursed where the return resulted from an error by Cellula Laboratories.

Products returned without prior approval may not be accepted.

5. Inspection of returned products

Returned products will be inspected after they reach our facility.

A return may be rejected when:

• The product is different from the item originally delivered.
• The product has been used or tampered with.
• Accessories, packaging, gifts or labels are missing.
• The damage was not present when the order was delivered.
• The product does not meet the return conditions stated in this policy.

Customers will be informed after the inspection is completed.

6. Replacements

Approved replacements are subject to product availability.

Where the same product is unavailable, Cellula Laboratories may offer:

• A replacement with an equivalent product
• Store credit
• A refund of the eligible amount

The customer will be informed before an alternative resolution is processed.

7. Refunds

Once a refund is approved, it will be initiated within 7 business days.

For prepaid orders, the refund will be made to the original payment method. The time taken for the amount to appear in your account may vary depending on the bank, card issuer, payment gateway or UPI provider.

For cash-on-delivery orders, customers may be asked to provide valid bank account or UPI details. Cellula Laboratories will not be responsible for delays caused by incorrect payment information submitted by the customer.

Accepted refund requests must be processed within a reasonable period under India’s Consumer Protection (E-Commerce) Rules, 2020.

8. Shipping charges

Original shipping charges are refundable only when:

• The wrong product was delivered.
• The product was damaged or defective.
• The complete order could not be fulfilled by Cellula Laboratories.

Shipping charges will not normally be refunded for discretionary returns or unsuccessful deliveries caused by an incorrect address, unavailable recipient or refusal to accept the order.

9. Order cancellation

An order may be cancelled before it has been packed or dispatched.

Once an order has been shipped, cancellation may no longer be possible. The customer may still contact the support team, but acceptance will depend on the shipment status and applicable return conditions.

If a prepaid order is successfully cancelled before dispatch, the amount will be refunded to the original payment method.

10. Missing orders or marked-as-delivered shipments

When an order is marked as delivered but has not been received, please contact us within 3 calendar days of the delivery update.

Customers should also check with family members, neighbours, reception staff or building security before raising the complaint.

Cellula Laboratories will coordinate with the courier partner to investigate the shipment. Any replacement or refund will be processed after the investigation is completed.

11. Promotional products, bundles and free gifts

For products purchased as part of a bundle, combo or promotional offer:

• The complete bundle may need to be returned.
• Any complimentary product or free gift must also be returned in unused condition.
• Discounts may be recalculated when only part of an order is approved for return.
• Free promotional items are not eligible for a cash refund.

12. Damaged outer packaging

Minor dents, scratches or marks on the outer shipping carton do not automatically qualify for a refund when the product inside is sealed, safe and undamaged.

Returns will be assessed according to the condition of the actual product and its primary packaging.

13. Policy abuse

Cellula Laboratories reserves the right to refuse requests involving repeated, fraudulent or suspicious claims, including substituted products, manipulated evidence, false damage reports or excessive returns.

This provision will not affect any rights available to customers under applicable consumer law.

14. Customer support

For questions regarding returns, replacements or refunds, contact:

Cellula Laboratories
Email: bbranjan82@gmail.com
Phone: +91 99109 22303 / +91 74282 88303
Website: cellulalab.com

Cellula Laboratories operates from Noida, Uttar Pradesh, and sells skincare and haircare products through its website.

15. Changes to this policy

Cellula Laboratories may update this policy when required to reflect changes in business practices, payment processes, logistics arrangements or applicable law.

The version displayed on the website when the order is placed will ordinarily apply to that order.