Terms of Service

Return, Replacement & Shipping Policy

Please Read Before Placing Your Order: As a personal care and hygiene brand, all our products are designed for direct application on skin and hair. For the safety and well-being of every customer, we follow a strict no-return, replacement-only policy. Refunds are not available. Replacements are offered only for damaged, defective, or incorrect items upon proper verification within 7 days of delivery.

1. Shipping Policy

a) Where We Ship
We currently ship across India. We are working on expanding our delivery network and will update this page as new locations become available.

b) Dispatch & Delivery Timelines

Orders are typically dispatched within 1–2 business days of order confirmation.
Orders placed on Saturday after 1 PM or on Sunday will be dispatched on the following Monday.
Estimated delivery timelines range from 3–7 business days depending on your PIN code and location.
These timelines are indicative and not guaranteed. Factors such as holidays, weather, or logistics disruptions may occasionally cause delays.

c) Order Tracking
Once your order is dispatched, we will share a tracking link via WhatsApp or email so you can follow your shipment every step of the way.

d) Shipping Charges

Shipping charges, if applicable, will be clearly displayed at checkout before you complete your order.
Shipping charges are non-refundable.

2. Payment Options

We accept prepaid (online) payments only. Cash on Delivery (COD) is not available at this time. You can pay using any of the following methods at checkout:

UPI (Google Pay, PhonePe, Paytm, etc.)
Credit card or debit card
Net banking
Wallets

3. Order Cancellation

You may request an order cancellation before the order has been dispatched.
Once an order has been processed or handed over to our logistics partner, it cannot be cancelled.
To request a cancellation, please email us at support@desal.in with your order number as soon as possible.
If your order is successfully cancelled before dispatch, the amount will be refunded to your original payment method within 5–7 business days.

4. Our No-Return Policy

We put our heart into crafting every deSal product, and we truly want you to love what you receive. However, due to the nature of personal care products and the hygiene standards we uphold, we are unable to accept returns once a product has been delivered.

Once a personal care product leaves our facility and reaches your doorstep, we cannot take it back or resell it to another customer. Accepting used or even opened personal care items would compromise the safety and hygiene standards that we hold ourselves to, and that every customer deserves. This policy exists to protect you and every person who shops with us.

We kindly encourage you to review product details, descriptions, ingredients, and usage instructions carefully on our website before placing your order. If you are ever unsure about which product is right for you, our team is always happy to help you make the right choice before you buy.

5. Replacement Policy

While we do not offer returns or refunds, we absolutely stand behind the quality of everything we sell. In the rare event that you receive a damaged, defective, or incorrect product, we are here to make it right, free of charge.

a) Eligibility for Replacement
You may be eligible for a free replacement if:

The product was damaged during transit (leaked, broken, crushed, or visibly harmed).
The product is defective or has a manufacturing issue.
You received a product different from what you ordered.

b) How to Request a Replacement
Simply reach out to our support team within 48 hours of delivery with the following:

Your order number.
A clear description of the issue.
Photographs or a short video clearly showing the damage, defect, or incorrect item, along with its packaging and shipping label.

You can contact us at support@desal.in or via WhatsApp at +91-7676941245.

c) Verification & Processing

Our team will review your request and verify the claim within 2–3 business days.
Once approved, a replacement will be shipped to you at no additional cost.
Replacement is subject to stock availability. In the rare case the same product is unavailable, we will work with you to find the best alternative.

d) Conditions for Replacement

Replacement requests must be raised within 48 hours from the date of delivery. Requests after this window cannot be accommodated.
The product must show clear, verifiable signs of damage, defect, or an error on our part.
Products that have been used, altered, or tampered with beyond what is reasonably necessary to identify the issue will not qualify for replacement.
We reserve the right to decline a replacement request if our verification does not confirm the reported concern.

6. Damaged, Tampered, or Incorrect Orders

a) Damaged Products
If you receive a product that is damaged during shipping:

Please contact us at support@desal.in within 48 hours of delivery.
Include your order number and clear images or a video of the damaged product and its packaging.
Once verified, we will arrange a replacement at no cost to you.

b) Tampered Packages
If your package appears to be tampered with or the seal is broken at the time of delivery:

We recommend that you do not accept the parcel.
Please inform us immediately at support@desal.in with your order details.
We will arrange for a fresh shipment to be sent to you.

c) Missing Items
If any item is missing from your order:

Contact us within 48 hours of delivery with your order number and images of the items you did receive along with the shipping package.
Our team will investigate and resolve the issue promptly.

d) Incorrect Products
If you receive a product that is different from what you ordered:

Reach out to us within 48 hours of delivery with your order number and photos of the item received.
We will arrange for the correct product to be delivered to you.

7. Refund Policy

Please note that we do not offer refunds under any circumstances for delivered orders. Only replacements are available for verified claims of damage, defect, or incorrect shipment.

Refunds are only applicable in the following limited scenarios:

If you cancel your order before it has been dispatched.
If your order is lost in transit and cannot be delivered or replaced.

In such cases, the refund will be processed to your original payment method within 5–7 business days.

8. Items Not Eligible for Replacement

The following items are not eligible for replacement:

Products that have been opened, used, or partially consumed beyond what is needed to identify a defect.
Products with no visible damage, defect, or error on our part.
Gift cards or promotional items.
Products included in free sampling campaigns or giveaways.
Items where the replacement request was raised after the 7-day window from delivery.

9. Our Right to Decline a Replacement

We reserve the right to decline a replacement request if:

The product is returned in a used, altered, or damaged condition that was not present at the time of delivery.
The photographic or video evidence provided does not clearly support the reported issue.
The replacement request does not comply with the timelines or conditions mentioned in this policy.
We have reason to believe the claim is not genuine.

We approach every request fairly and with care, and our goal is always to find a resolution that works for you.

10. Customer Responsibility

To help us serve you better, we kindly ask that you:

Provide accurate and complete shipping and contact details when placing your order.
Be available at the delivery address to receive your order.
Inspect your package carefully at the time of delivery. If the outer packaging appears damaged or tampered with, we recommend not accepting the parcel and informing us right away.
Record a short unboxing video when you receive your order. This helps us verify and resolve any issues quickly.
Reach out to us within the specified timelines if you notice any concerns with your order.

deSal shall not be held liable for delays, failed deliveries, or unresolved issues resulting from incorrect information, customer unavailability, or failure to report concerns within the specified timelines.

11. Changes to This Policy

We may update this policy from time to time to reflect changes in our practices, services, or legal requirements. Any updates will be posted on this page with a revised “Last Updated” date. We encourage you to review this policy periodically.