1. Order Cancellation
- You may cancel an order any time before it is dispatched. Email info@drpaulsonline.com with the order ID.
- Once shipped, an order cannot be cancelled but may be eligible for return as per the conditions below.
- The Company reserves the right to cancel orders due to stock unavailability, pricing errors, non-serviceable PIN code, or suspected fraudulent activity. Full refunds are issued in such cases.
2. Returns & Replacement Eligibility
Given the nature of skin and hair-care formulations, we accept returns only in the following cases, when reported within 48 hours of delivery with unboxing photo/video evidence:
- Wrong product delivered
- Product received damaged or tampered with
- Product is past expiry on receipt
- Manufacturing defect (verifiable batch issue)
We do not accept returns for opened/used products, products that don't "suit" the user (always patch-test), or for change of mind. This is in line with safety norms applicable to cosmetics and nutraceuticals in India.
3. How to Raise a Return
- Email info@drpaulsonline.com with subject "Return — Order #<ID>".
- Attach order ID, photos/video of unboxing and a brief description.
- Our team will respond within 2 business days with pickup or self-ship instructions.
- Once we receive and inspect the product, we will confirm refund / replacement.
4. Refund Method & Timelines
- Approved refunds are credited to the original payment method.
- Refund initiation: within 3 business days of approval.
- Bank credit timeline: typically 5–10 business days depending on the issuing bank.
- For COD orders, refunds are issued via UPI/bank transfer to the account shared by the customer.
- Payment-gateway charges (if any) may be deducted only for technical-error duplicate transactions.
5. Non-Refundable Items
- Consultation fees once the consult has begun
- Combo / kit items, if any unit has been opened
- Free gifts, samples and promotional add-ons
- Shipping charges (unless the return is due to our error)
6. Late or Missing Refunds
If you have not received your refund after the timeline above, please re-check your bank account, then contact your card provider, then contact us at info@drpaulsonline.com.
7. Contact
Phone: +91 92301 77777 / 1800 419 8111
Email: info@drpaulsonline.com