This Cancellation, Return and Refund Policy applies to orders placed on demorr.in (the “Platform”) with Demorr (“we”, “us”, “our”). It has been prepared in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Please read it together with our Terms of Sale.

Order Cancellations

When you can cancel

You can cancel an order at any time before we dispatch it. We aim to dispatch orders within 24 hours on working days, so please contact us as soon as possible after ordering. Once an order has been dispatched and a tracking number has been issued, it can no longer be cancelled. You can instead return it after delivery if it is eligible under this Policy.

How to cancel

Email spsbeautylabs23@gmail.com with your order number and the words “Cancel order” in the subject line. We will confirm by email whether the order could be cancelled.

If we cancel

We may cancel an order if an item is out of stock, a price was shown by mistake, a payment could not be verified or we suspect fraud. We will tell you and refund any amount you have paid in full.

Returns

What you can return

We offer a 7-day return window, counted from the date of delivery. You can return a product if:

• it arrived damaged or the pack was leaking or tampered with;
• it is defective or not as described;
• you received the wrong product, size or variant;
• an item is missing from your order; or
• it has expired or is close to expiry on arrival.

How to request a return

1. Email spsbeautylabs23@gmail.com within 7 days of delivery with the subject line “Return request”.
2. Give your order number, the product concerned and what is wrong.
3. Attach clear photos or a short video showing the product, the batch and expiry details on the pack, the outer box and the shipping label. A video taken while opening the parcel helps us act faster.
4. We will review your request within 2 working days and tell you whether it is approved. If it is, we will explain how to send the product back or arrange a pickup, and we will bear the return shipping cost for eligible returns.

Please keep the product, its packaging and any freebies that came with it until the return is complete.

What we cannot take back

For hygiene and safety reasons, we cannot accept returns of:

• products that have been opened or used, unless they arrived damaged, defective or wrong;
• products without their original packaging, seals or labels, or that have been damaged after delivery;
• products returned after the 7-day window; and
• items that were clearly marked as non-returnable or final sale when you bought them.

If you are unhappy with a product because it did not suit your hair, please write to us. We will try to help with advice, although a change of mind on an opened product is not eligible for a return.

Replacement

If a returned product is eligible and we have it in stock, you can choose a replacement instead of a refund.

Refunds

We refund an approved return after we have received the product and checked that it matches the reason you gave. For approved cancellations, we refund as soon as the cancellation is confirmed.

How you paid	How and when we refund
Card, UPI, net banking or wallet	To the original payment method within 7 to 10 working days of approval. Your bank may take a few extra days to show the credit.
Cash on Delivery (where offered)	By bank transfer or UPI within 7 to 10 working days after you share your payment details with us.

Shipping charges are refunded only if the return is due to our error, such as a damaged, defective or wrong product. If a discount or free gift was linked to your order, its value may be adjusted from the refund.

Failed Deliveries and Lost Parcels

If your parcel could not be delivered and was sent back to us, we will contact you to arrange a new delivery or a refund of the product price. If your parcel is marked delivered but you have not received it, or it is much later than expected, please write to us right away so that we can check with the courier and resolve it.

Your Consumer Rights

This Policy does not take away any right you have under the Consumer Protection Act, 2019 or any other law. You can always approach the appropriate consumer forum if you are not satisfied with our response.

Complaints

If you are not happy with how a cancellation, return or refund has been handled, write to our Grievance Officer at spsbeautylabs23@gmail.com with the subject line “Grievance”. We acknowledge complaints within 48 hours and aim to resolve them within one month.

Changes to This Policy

We may update this Policy from time to time. The version that applies to your order is the one in force when your order was confirmed.

Contact Us

spsbeautylabs23@gmail.com · RM Bay, Plot No 1, Batala Road, Street No.4, Vijay Nagar, Amritsar, Punjab (143001), India.