Returns & Cancellation
Last updated ·
We want every order to arrive right. If something's wrong with what you received, we'll fix it. This policy sets out how cancellations, returns, replacements, warranty and refunds work.
Cancellation
Before dispatch — cancel free of charge at any time. Message us at support@culturenest.in or 7439946469 with your order number. We do not levy any cancellation charge.
After dispatch — once the order is with the courier we can't cancel it. You may refuse delivery, or raise a claim below if the product is eligible.
If we cancel — if we cancel your order due to stock unavailability, a non-serviceable pincode or a pricing error, you receive a full refund within 5–7 business days and we'll tell you as soon as we know.
What's covered
Raise a claim within 7 days of delivery if your order is:
- Damaged in transit — arrived broken, cracked, leaking or dented.
- Defective on arrival — doesn't power on or doesn't function as described.
- Wrong item — a different product from the one ordered.
- Missing item — an item or accessory listed in your order isn't in the parcel.
- Not as described — materially different from its description or images on our site.
For these claims we provide, at your option, a free replacement or a full refund including original shipping. Return pickup is free.
What isn't covered
Returns are limited to the eligible claims above. Specifically not covered:
- Damage from misuse, dropping, mishandling or use contrary to the instruction manual.
- Water or liquid damage on products not rated water resistant.
- Normal wear and tear, cosmetic scratches from use, or fading over time.
- Products with the serial number, barcode or seal removed or tampered with.
- Consumables and replaceable parts (brush heads, filters, pads, attachments).
- Products returned without original box, accessories, manuals and free gifts.
- Claims raised more than 7 days after delivery, except under a valid warranty (below).
Hygiene and personal-care items
For hygiene reasons, oral-care products, personal grooming items and their replaceable heads cannot be returned or exchanged once the seal is broken or the item has been used. These items remain fully returnable if they arrive damaged, defective, wrong, or with the seal already broken on delivery.
How to raise a claim
Step 1 — Contact us within 7 days of delivery. Email support@culturenest.in or WhatsApp 7439946469 with your order number, a clear description of the issue, and photographs of the product, the damage or defect, and the shipping label on the outer packaging.
Step 2 — Unboxing video. For wrong item, missing item or transit damage claims, please share an unboxing video showing the sealed parcel being opened — it settles your claim faster. If you don't have one, tell us; we'll review your claim on the photographs and order history, and we won't reject a genuine claim on this basis alone.
Step 3 — We respond within 48 hours with a ticket number to track your claim.
Step 4 — Free reverse pickup. If a return is needed we arrange pickup within 3–5 business days. Keep the product in its original packaging with all accessories.
Step 5 — Resolution. Once the item reaches us and passes inspection, your replacement is dispatched or your refund initiated within 3–5 business days. We aim to resolve every claim within 7 days, and in all cases within one month, as required under the Consumer Protection (E-Commerce) Rules, 2020.
Warranty
7-Day Replacement Guarantee — every product
Every product carries a 7-day replacement guarantee from delivery, covering manufacturing defects, transit damage, wrong items and missing items, as above.
30-Day Limited Warranty — selected products
Selected products carry an extended 30-day limited warranty against manufacturing defects. Where a product is covered, this is stated on its product page and on your invoice. It covers manufacturing defects in the motor, battery, heating element, internal wiring or switch, where the product has been used normally and per its manual. It does not cover anything listed under “What isn't covered”, battery capacity reduction from normal charge cycles, damage from a non-supplied charger or incorrect voltage, or any product opened, modified or repaired by anyone other than us. The remedy is replacement of the product; if a replacement isn't available, we issue a full refund of what you paid. We do not offer a repair service. We're an independent retailer, not the manufacturer, so any warranty above is provided and funded by us directly and limited to replacement or refund.
Refunds
| Payment method | Refund route | Timeline |
|---|---|---|
| UPI, card, netbanking, wallet (via Razorpay) | Back to original payment method | 5–7 business days after approval |
| Cash on Delivery | Bank transfer (NEFT/IMPS) to details you provide | 5–7 business days after you share details |
Approved claims are refunded in full, including original shipping. We don't deduct return-pickup costs on eligible claims. Once initiated, the time for funds to reach your account depends on your bank or card issuer; we'll share the reference number so you can follow up.
Your rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019. We will not refuse to take back goods or refuse a refund where goods are defective, deficient, spurious, not as advertised, or delivered later than the stated schedule.
Complaints
If you're not satisfied with how a claim was handled, email support@culturenest.in with your ticket number. Every complaint is acknowledged within 48 hours and resolved within one month, targeting 7 days. If you remain unsatisfied, you may approach the National Consumer Helpline on 1915, the portal at consumerhelpline.gov.in, or the Consumer Disputes Redressal Commission having jurisdiction over your place of residence.