Customer Policy
Payments, Shipping, Return & Refunds
PAYMENT POLICY
- We accept online orders through the following modes of payment. Visa & MasterCard Debit & Credit cards from select banks in India.
- Please note that for Visa and MasterCard you will require to submit your 16-digit credit card number, card expiry date, and a 3-digit CVV number (on the back of the card) when you make an online transaction using your Credit Card.
- You should also have enrolled your Credit Card with VBV (Verified by Visa) or MSC (MasterCard Secure Code) to complete the transaction. For American Express Cards you will be required to give your 15-digit card number and a 4-digit code.
- The Credit Card transaction will appear on your bank statement as a payment to Net Distribution Services Pvt. Ltd.
- If the amount has been deducted from your account but you haven’t received a confirmation from us, you can reach out to our customer care team and provide the following information:
a. Transaction Reference Number.
b. Amount debited with registered Email ID
c. Date & Time of Transaction.
SHIPPING POLICY
- The shipping and handling charges are mentioned at the time of check out and consumers will know about this before making payments.
- Once your order has been confirmed and dispatched, you will receive an email with the details of the tracking number and the courier company. We usually dispatch most orders within 1-4 business days.
- The estimated delivery time may vary slightly from state to state. Days excluding Saturdays, Sundays, and Holidays are calculated as working days. Product delivery may get delayed due to reasons relating to logistics issues.
- Split shipments are completely normal. This just means that different parts of your order may have simply been shipped from our different warehouse locations across India. Rest assured, you will only have to pay the shipping/COD charge if applicable, on the first package you receive.
DELIVERY POLICY
- To ensure the safety and hygiene of all our customers, there might be delays in product dispatches & deliveries owing to constraints on logistics due to COVID-19. In these instances, unfortunately, we would not be able to commit to dispatch or delivery timelines and request you to bear with us.
- Cash on Delivery (COD) option is available for all products subject to availability, promotions, and offers.
- We take extensive precautions on the safety of the products and their packaging while dispatching them. We pack our products in boxes, where each individual product is wrapped in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap.
- If the shipment is tampered with or damaged, please do not accept it.
- If the order is updated as delivered but the user has not received the order, the same has to be intimated to the customer service team via call or email within 24 hours of the delivery intimation, wherein you will have to give 48-72 hours to investigate with our courier partners.
- For all claims regarding shortages or damages must be reported to customer service within 24 hours of the order delivery. 3 working days are required to investigate and review your request. If any shipment is tampered with or damaged, please do not accept it.
- In case our reverse pick-up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges in your account.
- We are not responsible for damages post-delivery. We do not take responsibility for the misplacement of products post-delivery.
- We reserve the right to pause deliveries to any part of the country at any time if so warranted.
- Products with a date of expiration of below 3 months would be eligible for a return, wherein, the complete amount of the product will be credited to the concerned person. No returns or refund requests will be accepted for products whose expiry date is more than 3 months.
CANCELLATION POLICY
- Orders once dispatched are not eligible for cancellation.
- Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
- If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.
- In case of a return or cancellation, the refund shall be initiated post the return of the product to us and verification of the product and packing.
RETURN & EXCHANGE POLICY
- Onbue products are non-returnable due to hygiene/health and personal care/wellness/consumable nature of the product.
- In case you would want a refund or replacement, please send us an email with the Images of the Product, Invoice, Inner & Outer Packaging, and Batch Number to care@onbue.com, within 24 hours of the order delivery. We would require 48-72 hours to revert.
- Kindly take picture of the damaged/tampered side of the product or package.
- Please allow us 10 to 15 days from the day you return your package, for your request to be processed. We may contact you to ascertain the damage or defect in the product prior to issuing a refund/replacement.
- You will be eligible for a full refund or exchange without incurring any additional charges only if it is the case of: a. Package has accessories missing. b. Damaged or broken bottles/pack. c. Wrong product delivery. d. Expired product delivery.
- In case you received the wrong product, we request you to keep the product safe, saleable, and undamaged in its original packaging. Retain the invoice and original manufacturer’s packing for successful pick-up and return.
- Returns will not be accepted if: a. The product is damaged. b. It is without an invoice. c. It is with tampered batch number and price d. It is without its original packaging.
- Please do not use the item you have raised a complaint about.
- If a pilfered delivery was received, pilferage claims must be made within 24 hours of the order delivery.
- Products once delivered, will not be applicable for a refund if it falls under any of the scenarios stated below: a. Failure to provide adequate information about the case. b. Failure to provide snapshots of the Invoice, packet, and box (if any).
- Damages due to neglect, improper usage, or wrong application will not be covered under our Exchange/Returns Policy. Please note that orders for Festive Gift boxes are not applicable for exchange or refund. Exchange of products due to allergic reactions is not applicable.
REFUND & REPLACEMENT POLICY
We may contact you to ascertain the damage or defect in the product prior to issuing a refund/replacement.
Refunds will be through bank transfers. No cash refunds will be made. It would take our team at least 5 to 7 business days post refund initiation for the online refund to be initiated.
In the case of NEFT, it would require us at least 3 to 5 business days post refund initiation to refund your amount. For Prepaid orders, the amount shall be credited to your account through which the payment was done. It may take 7-10 business days for the amount to reflect in your account.
NOTE TO CUSTOMERS
Fair Usage Policy
We go to extensive lengths for a smooth user experience. However, at times we need to be stringent with our policies to serve our customers better. We have noticed that although a vast majority of our customers have genuine concerns, where we are always upfront to support; there are some accounts that abuse our liberal return and exchange policies. These accounts typically return items, choose not to accept our shipments, or demand cashback for issues that we are not responsible for. Hence, our regular customers are deprived of the opportunity to purchase these products themselves. To protect the right of our customers, our customer care support team reserves the right to assess, judge, and then take the necessary action at their discretion.
Impairment & Damages
We take the utmost care and accountability while sending our products to you. Your package is screened and goes through an extensive quality check so that we deliver the best to you. However, if you have received partial, void, or damaged items through your order on our website directly, kindly contact the customer service team within 24 hours of the order delivery. Please keep a note of the following:
- Do not use the products
- Take proper snapshots of the products
- Keep the invoice copy with you
If, however, the order is placed through an online marketplace, please raise the issue to our customer service team. In such a case, Onbue is not responsible for any damages caused.
Change of packaging
Packaging, bottles, and communications at Onbue undergo constant innovation and changes without affecting the formulation and efficacy of the product. These changes are for seamless user experience and comply with government notifications. The presence and placements of symbols or stickers depicting the information regarding the product may vary conforming to government rules and regulations. There can be changes in the placement of the sticker and symbol, but please be assured that the product is authentic and untampered.
In our new product packaging policy, we are slowly discarding outer boxes and packing material to be more eco-friendly. So, going forward you may start to receive products without its outer packaging made with paper. This reduced packaging will in no way hamper the authenticity or efficacy of the products. Reducing our carbon footprint takes us one step closer to a greener future. Thank you for joining our efforts towards environment conservation.
