Last updated: 01.01.2026
At Dr. Shantz, customer satisfaction is important to us. As our products are natural, handmade, and personal care items, we follow a transparent and fair refund policy in accordance with Indian e-commerce practices.
Returns
Due to the nature of skincare, haircare, and cosmetic products, we do not accept returns once the product has been opened or used.
Returns are accepted only in the following cases:
- The product received is damaged
- The product received is defective
- The product received is incorrect (wrong item delivered)
2. Conditions for Return Requests
To be eligible for a return or replacement:
- The request must be raised within 48 hours of delivery
- The product must be unused, unopened, and in its original packaging
- An unboxing video or clear photos must be provided as proof
Requests without proper evidence may not be approved.
3. Refunds
Once your return request is approved and inspected:
- A refund will be processed within 5–7 business days
- The amount will be credited back to the original payment method
- Shipping charges (if any) are non-refundable
4. Replacement
In case of damaged, defective, or incorrect products:
- We may offer a replacement instead of a refund
- Replacement will be shipped after verification of the issue
5. Non-Refundable Items
Refunds or returns will not be accepted for:
- Used or opened products
- Products damaged due to misuse or mishandling
- Orders placed incorrectly by the customer
- Change of mind after purchase
6. Cancellation Policy
- Orders can be cancelled only before dispatch
- Once the order is shipped, cancellation is not possible
7. How to Raise a Refund or Return Request
To request a return, replacement, or refund, please contact us with:
- Order ID
- Reason for request
- Supporting images or unboxing video
Contact: +91 94458 87236
8. Contact Information
Dr. Shantz: No. 5/1, West Madha Church Street, Royapuram, Chennai, Tamil Nadu, India – 600013.
Phone: +91 94458 87236