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Cancellation, Return and Refund Policy
1.1. Reliance Retail Limited, having its registered office at 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai–400002, Maharashtra, India (“Reliance”, “we”, “us” or “our”), is managing and operating the website www.Tirabeauty.com and its corresponding mobile application (collectively referred to as “Tira”, or “website”, or “app”), through which it, inter alia, facilitates the sale and purchase of various beauty and personal care products (“products”) to the customer (“customer” or “user” or “users” or “you” or “your”).
1.2. We aim to provide the best user experience to our users beginning from placing an order to initiating a cancellation/return/refund. While transacting on Tira, you can expect a hassle-free experience in returning, or cancelling the product or services that you have ordered/booked and can rely on us as your preferred shopping destination.
1.3. The cancellation, return, and refund policy (“policy”), together with the Terms and Conditions set out Reliance’s policies and processes for (a) accepting cancellation, (b) accepting returns, or (c) processing refund.
2. Applicability of policy
2.1. By using Tira and/or initiating a request for the purchase of products on the website, you agree to be bound by the terms contained in this policy without modification. If you do not agree to the terms contained in this policy, you are advised not to transact on Tira. Please note that we may, from time to time, change the terms of the policy that govern your terms of cancellation, return or refund of an order for products bought on Tira. Every time you wish to use Tira, please check the policy to ensure you understand the terms and conditions that apply at that time.
3. Terms of Cancellation
3.1. You can cancel the order prior to the dispatch of product by Reliance. However, once the products have been dispatched, and you want to cancel the order, you may reach out to customer support and request for order cancellation. We would try to avoid making an attempt for delivery. However, in case the courier still attempts the delivery, you may reject to accept the delivery of the shipment. Refund for prepaid orders will be processed in the original mode of payment upon receipt of the items in our warehouse.
3.2. The user can raise a request for cancellation for one or all products, except where the products purchased are part of a (i) package of other products, or (ii) if the products are a part of a promotional package ((i) and (ii) collectively referred to as a “combo pack”). If you raise a request for cancellation, the combo pack will stand cancelled as a whole.
3.3. The request for cancellation of the order can be made by cancelling the order from the ‘Orders’ section by using the order tracking number, or by calling our customer care number, or any other method, as may be intimated by Reliance to you from time to time.
3.4. On the receipt of an order cancellation request, your order shall be cancelled with immediate effect, and the refund process will be initiated as per the terms of this policy.
4. Terms of return and refund
4.1. We would accept the request for the return of a product subject to the terms of this policy including clause 4.6 below.
4.2. You must raise a request for return within two (2) days of receipt of the order (“Return Window for Defective Delivery”), if you are returning the products for any of the following reasons (collectively, “Defective Delivery”):
a) Product is damaged;
b) Product is missing;
c) Empty box delivered;
d) Duplicate product delivered;
e) Used product delivered;
f) Incorrect/wrong product delivered;
g) Expired product delivered; and
h) Empty product delivered (in case of perfumes and toiletries).
4.3. You acknowledge and agree that Reliance will be unable to accept your return request for Defective Delivery if you fail to raise such request within the Return Window for Defective Delivery.
4.4. You may initiate the return of a product within 15 (fifteen) days of receipt of the order, if you are returning the product for any other reason (except Defective Delivery).
4.5. If you initiate a return of one or more products in a combo pack then we will initiate return of the combo pack as a whole and not individual products in the combo pack, subject to the terms of this policy. Therefore, if you intend to return one or more products in a combo pack, then you are required strictly not to open or use any other product(s) in the relevant combo pack. We reserve the right, at our sole discretion, to reject return request of a combo pack if the products in the combo pack have been opened/used by you.
4.6. You agree that Reliance will not process return requests for the following reasons:
i) Product is damaged due to misuse/overuse;
j) Product is received in physically damaged condition:
k) Product is used or altered by the user
l) Returned without original packaging including, price tags, labels, original packing, freebies and other accessories, or if original packaging is damaged;
m) Serial Number and/ or the bar code is tampered by the user;
n) Product is defective and not covered under Seller/Manufacturer’s warranty;
o) Request is initiated (i) beyond 2 days of order delivery for Defective Delivery; or (ii) beyond 15 days of order delivery for any other reason;
p) Product ordered was customized on demand.
4.7. Please note for certain marketing campaigns or mega sale periods, special return/ refund rules may apply. Information regarding this is visible on the promotion banner.
4.8. All our packages come with tamper-proof packaging. Please ensure that you do not accept packages where the seal is tampered. Acceptance of a tampered or damaged package will automatically disqualify you from any return claims for physically damaged/defective products, an incorrect product, or missing accessories.
4.9. Please be informed that for products, for which you had opted for ‘Cash on Delivery’ as a payment mode, you will receive refunds in your bank account. You will be requested to share your bank details by filling out the pop-up form that appears on the website/app while raising the return request.for us to process the refund. Please note that we do not make any cash refunds.
4.10. Please be informed that when you opt to cancel or return the products, upon our verification of the products and the documents relating thereto, the refund amount for such products which are eligible for return, will be initiated as per the terms of this policy. We will initiate the refund within a period of 2 - 4 (two to four) business days from the date we receive the products at our warehouse and verify the defect or the non-compliance in the products. Your refund will be processed only when the conditions as may be stipulated by Reliance are fulfilled. The refund amount will be credited to the original payment mode opted for by you. You acknowledge that after initiation of the refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider’s terms and conditions.
4.11. Please be informed that for products, for which you had opted for ‘Cash on Delivery’, as a payment option, you will receive refunds in your bank account (as per the bank account details provided by you to us) within 2 - 4 (two to four) business days from the day returned product received by us and return is approved by us after verification of the returned product. It may take additional time for the amount to reflect in your account depending upon the banks and the financial institution. We do not make any cash refunds.
4.12. The amount claimed as the refund will be refunded to you within 15 (fifteen) business days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen within the period suggested here, you may contact us and we would be happy to help.
5. CUSTOMER SUPPORT TEAM
For any feedback, concern or query, you may please reach out to us at the below contact details:
Write to us at:help @tirabeauty.com
Call us: 1-800 890 3030 (All days, 8 AM to 8 PM)