Refund & Cancellation Policy

Last Updated: 05/05/2026

This Refund & Cancellation Policy (“Policy”) governs cancellations, returns, replacements, refunds, and related matters for purchases made through https://newtone.co.in (“Website”), operated by NEW TONE COSMETIC PRIVATE LIMITED (“Company”, “we”, “our”, or “us”).

By placing an order on our Website, you acknowledge and agree to this Policy.

1. Introduction

At NEW TONE, customer satisfaction is important to us. Due to the nature of cosmetic, skincare, personal care, fragrance, and beauty products, certain restrictions apply to returns and refunds in order to maintain hygiene, safety, and product integrity.

Customers are encouraged to read product descriptions carefully before placing an order.

2. Order Cancellation by Customer

Before Shipment

Customers may request cancellation of an order before it has been shipped.

If the cancellation request is approved:

• The order will be cancelled.
• A refund of the eligible amount will be processed.
• Any payment gateway charges, transaction fees, or non-refundable charges may be deducted where applicable.

After Shipment

Once an order has been shipped, packed, or handed over to the courier partner, cancellation requests may not be accepted.

Customers are advised to verify all order details before confirming payment.

3. Order Cancellation by the Company

NEW TONE reserves the right to cancel any order under circumstances including but not limited to:

• Product unavailability
• Inventory discrepancies
• Pricing errors
• Payment verification failure
• Fraud prevention concerns
• Incomplete customer information
• Operational or logistical limitations

In such cases, customers will be notified and any eligible payment received will be refunded.

4. Return Policy

Important Hygiene and Safety Notice

Cosmetic, skincare, beauty, personal care, and fragrance products are hygiene-sensitive products.

Therefore:

Returns Are NOT Accepted For:

• Opened products
• Used products
• Tested products
• Tampered products
• Products with broken seals
• Products damaged after delivery
• Products used partially or fully
• Products showing signs of usage

For health, safety, and hygiene reasons, such products cannot be resold and therefore are not eligible for return, replacement, or refund.

5. Eligible Return Cases

A return or replacement request may be considered only if:

Wrong Product Delivered

The product received is substantially different from the product ordered.

Damaged Product Delivered

The product is received in a damaged condition caused during transit.

Missing Product

An item is missing from the delivered package.

Manufacturing Defect

A genuine manufacturing defect is identified in an unopened product.

All such claims are subject to verification by our support team.

6. Return Request Time Limit

Customers must report eligible issues within 48 hours of delivery.

To initiate a claim, customers must provide:

• Order Number
• Product Name
• Description of issue
• Clear photographs
• Unboxing video (if available)

Claims submitted after the reporting period may not be accepted.

7. Mandatory Unboxing Video Requirement

For damaged, missing, incorrect, or defective product claims, customers are strongly encouraged to record a complete unboxing video.

The video should:

• Start before opening the package.
• Clearly show the shipping label.
• Show package condition.
• Show products received.

Failure to provide sufficient evidence may affect claim approval.

The Company reserves the right to reject claims where adequate proof is not provided.

8. Inspection and Verification Process

Upon receiving a complaint, our team may:

• Review photographs
• Review videos
• Verify shipment records
• Consult logistics partners
• Contact customers for additional information

Approval of returns, replacements, or refunds remains at the sole discretion of the Company after verification.

9. Replacement Policy

If a claim is approved, the Company may provide:

• Product replacement
• Alternative product
• Store credit
• Refund

depending on stock availability and the nature of the issue.

Replacement requests are subject to product availability.

If the same product is unavailable, an alternative resolution may be offered.

10. Refund Eligibility

Refunds may be approved in cases such as:

• Order cancellation approved before shipment
• Product unavailable after purchase
• Verified damaged product
• Verified wrong product delivered
• Verified missing item
• Verified manufacturing defect

Refund approval remains subject to successful verification.

11. Refund Method

Approved refunds will generally be processed through the original payment method used during purchase.

Refunds may be issued via:

• UPI
• Credit Card
• Debit Card
• Net Banking
• Wallet
• Original payment source

In exceptional situations, alternative refund methods may be used where legally permissible.

12. Refund Processing Time

Once approved, refunds are generally processed within 5 to 10 business days.

Actual credit timelines may vary depending on:

• Banks
• Payment gateways
• Financial institutions
• Payment service providers

The Company shall not be responsible for delays caused by third-party financial institutions.

13. Non-Refundable Situations

Refunds shall not be provided for:

• Change of mind
• Personal preference
• Shade mismatch due to screen display variations
• Fragrance preference issues
• Skin incompatibility not caused by product defects
• Allergic reactions due to known sensitivities
• Failure to read product information
• Incorrect address provided by customer
• Refusal to accept delivery
• Opened products
• Used products
• Partially consumed products
• Tampered products

14. Allergy and Sensitivity Disclaimer

Customers are responsible for reviewing ingredients and suitability before purchase.

We recommend conducting a patch test before using skincare, cosmetic, or beauty products.

NEW TONE shall not be liable for:

• Individual allergic reactions
• Skin sensitivities
• Personal intolerance to ingredients

unless a verified manufacturing defect exists.

15. Refused Deliveries

If a customer refuses delivery without a valid reason:

• Shipping charges may not be refunded.
• Return shipping charges may be deducted.
• Additional handling costs may be deducted from any eligible refund.

16. Fraudulent Claims

The Company reserves the right to reject claims that are:

• False
• Misleading
• Incomplete
• Fraudulent

Repeated abuse of refund or return policies may result in:

• Account suspension
• Order restrictions
• Permanent refusal of service

where permitted by law.

17. Force Majeure

Refunds, replacements, and deliveries may be delayed due to circumstances beyond our control, including:

• Natural disasters
• Government restrictions
• Transportation disruptions
• Strikes
• Pandemics
• Technical failures

The Company shall not be liable for delays caused by such events.

18. Limitation of Liability

To the maximum extent permitted by law, NEW TONE COSMETIC PRIVATE LIMITED shall not be liable for:

• Indirect losses
• Consequential damages
• Loss of profits
• Personal dissatisfaction
• Cosmetic result expectations
• Delays caused by third parties

Our liability shall not exceed the value of the purchased product.

19. Policy Updates

We reserve the right to update or modify this Policy at any time without prior notice.

Updated versions will be published on the Website and become effective immediately upon posting.

20. Contact Us

For cancellation, refund, replacement, or return-related assistance, please contact:

NEW TONE COSMETIC PRIVATE LIMITED

Website: https://newtone.co.in

Customer support requests should include your Order ID and relevant details for faster assistance.