Returns & Refunds
Your beauty investment is protected. We make returns simple, fast, and completely hassle-free — because your trust means everything to us.
Effective Date: December 23, 2025
How it works
Your money, back where it belongs
Step-by-step
How to raise a claim
Simple four steps — from contact to resolution. We handle the rest so you don't have to stress.
Contact us within 3 days
Reach out via WhatsApp, phone, or email within 3 days of receiving your order. Share your order number and a brief description of the issue.
⏱ 3-day windowSubmit your evidence
Upload clear photos and/or a short video demonstrating the defect, wrong item, or damage. Our Video Management System (VMS) will review your submission within 24–48 hours.
📸 Photos + VideoOver-the-call (OTC) verification
A member of our team will connect with you via a quick verification call. This step is mandatory for all claims — it protects you and ensures fairness for everyone.
📞 Quick call requiredResolution dispatched
Once verified, your refund or exchange is initiated immediately. Refunds are processed same-day to your original payment method online. Exchanges are shipped same or next business day.
✓ Same-day resolutionWhat we cover
Three types of resolution
Every eligible claim falls into one of these categories. We've made our commitments crystal clear so you always know what to expect.
Defective Products
- Damaged, expired, or tampered items
- Manufacturing defects confirmed on call
- Verification via OTC + VMS required
- Full product value refunded
Wrong or Damaged Orders
- Incorrect product, shade, or size shipped
- Items damaged during delivery
- Incomplete orders received
- We bear all shipping costs for exchange
Return to Location Centre
- National deliveries via third-party couriers
- Return the product to the nearest holding centre
- Ship it back to us at your convenience
- Your replacement ships once verification is done
Resolution timeline
What happens after you claim
Claim submitted
You reach out within 3 days of delivery with photos, video, and order details.
VMS review
Our Video Management System reviews your submitted evidence. You'll be contacted to schedule an OTC verification call.
Resolution initiated
Refunds are processed to your original payment method online. Exchange orders are dispatched immediately.
Online only
All refunds are processed digitally to the original payment method used. No cash refunds are available.
Damaged on delivery?
If packaging is visibly damaged on arrival, do not accept the delivery. Take photos immediately and contact us within 48 hours.
Quality guarantee
Every Makeupspice product is carefully inspected before dispatch. If something slips through, we take full responsibility.
Required documentation
What you need to submit
All claims require the following evidence. Incomplete submissions may delay processing.
Clear product photos
Multiple angles showing the defect, wrong item, or damage clearly
Video (if applicable)
Short clip demonstrating the issue — especially for functional defects
Order details
Your order number, date of purchase, and written description of the problem
OTC verification call
A short over-the-call session with our team — mandatory for all claims
Valid proof of purchase
Must be purchased through makeupspice.com — third-party purchases not eligible
Packaging photos
Photos of outer packaging, especially if damaged during shipping
Exclusions
What we cannot cover
We believe in transparency. These cases fall outside our policy for health, hygiene, and safety reasons.
Change of mind
Colour, shade, texture, or fragrance preference is not eligible
Used products
Opened or used products that are not defective cannot be returned
Correct dispatched orders
If the correct product was dispatched and customer finds it unsuitable, this does not qualify
Claims after 3 days
Any claim submitted more than 3 days after receiving the order will not be accepted
Allergic reactions
Please check ingredients before purchasing. We cannot cover reactions to formula ingredients
Third-party purchases
This policy applies only to purchases made directly at makeupspice.com
Misuse or improper storage
Damage caused by incorrect use, storage conditions, or normal wear and tear
Cash refunds
All refunds are issued online only to the original payment method
Good to know
Important policy notes
3-day claim window is strictly enforced. All claims must be raised within 3 days of order receipt. Claims submitted after this period cannot be validated regardless of the issue.
OTC + VMS verification is mandatory for every claim. No refund or exchange will be processed without completion of the over-the-call verification and video management system review.
Refunds are processed online only. All refunds will be credited to the original payment method — UPI, card, net banking, etc. No cash or offline refunds available.
National deliveries — customer ships to holding centre. We will dispatch your replacement immediately after verification is complete.
Authentic Makeup Spice purchases only. This policy applies exclusively to orders placed directly through makeupspice.com.
Policy may be updated. Makeup Spice reserves the right to update or amend this policy at any time.
Need help with a return?
Our team responds within 24–48 hours. Reach us through any of the channels below.