Refund & Cancellation Policy

Overview

Prodermic® is operated by Hypebrand Pvt. Ltd. ("we", "us", "Prodermic"). This policy explains how cancellations, returns, and refunds work for orders placed on www.getprodermic.com. By placing an order you agree to the terms below in addition to our Terms & Conditions.

Order Cancellation

Customer-initiated cancellation

• Orders can be cancelled free of charge any time before they are dispatched. Most orders are dispatched within 1 business day of placement.
• To cancel, email support@getprodermic.com or WhatsApp +91 82087 08438 with your order number.
• Online (prepaid) orders cancelled before dispatch are refunded in full to the original payment method within 5–7 business days.
• COD orders cancelled before dispatch incur no charge.

Cancellation after dispatch

• Once an order has been handed to our courier partner, it cannot be cancelled in transit. You may refuse delivery or initiate a return once the package arrives — see "Returns" below.

Prodermic-initiated cancellation

We reserve the right to cancel an order at any time before dispatch if (a) the product is out of stock, (b) the shipping address is not serviceable by our courier partner, (c) the buyer is not a verified clinic / professional account where the product is professional-only, or (d) we suspect fraud. In each case the order amount, if already collected, is refunded in full within 5–7 business days.

Returns

Return eligibility

Products may be returned if all of the following are true:

• The return is initiated within 14 days of delivery.
• The product is unopened and in its original, sealed packaging.
• The product is undamaged and not tampered with.
• You can provide the original invoice or order number.

Items that cannot be returned

• Opened or used products
• Products with broken seals
• Products past their expiry date at the time of return
• Customised, professional-only, or special-order items
• Free samples and promotional items

How to initiate a return

Refunds

• Refunds are issued to the original payment method (Razorpay → original card / UPI / netbanking; COD → bank transfer to the account you provide).
• We initiate refunds within 5–7 business days of (a) order cancellation before dispatch, or (b) receipt and inspection of a returned item.
• Your bank or card issuer may take an additional 3–5 business days to credit the amount to your account.
• Original shipping charges are non-refundable, except where the return is due to our error (wrong, damaged, or defective item).

Damaged or Defective Items

If you receive a damaged, defective, or wrong product:

• Contact us within 48 hours of delivery at support@getprodermic.com.
• Share photos of the damage / defect and the outer packaging.
• We will arrange a replacement or a full refund (including shipping) at no additional cost to you.
• You do not need to ship damaged items back unless we specifically ask — we will guide you on safe disposal.

Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return the original item per the process above and place a new order. This routes through the same audit trail and ensures faster fulfilment.

Failed or Duplicate Online Payments

If your online payment is debited but the order does not appear in your account, or if you have been charged twice, email us at support@getprodermic.com with the Razorpay payment ID. We reconcile such cases within 2 business days and refund any duplicate or failed-but-debited charge to the original payment method.

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