Frequently Asked Questions
Order & General Queries
Can I cancel my order after placing it?
Yes, you can cancel your order only before it is dispatched from our warehouse.
👉 Explanation:
Once your order is shipped, logistics costs are already incurred, so cancellation after dispatch will lead to deduction of shipping charges.
👉 Example:
- Order placed → Not shipped → ✅ Full refund
- Order shipped → Cancellation requested → ❌ Shipping deducted
How will I know if my order is confirmed?
You will receive:
- Order confirmation via SMS/Email/WhatsApp
- Order ID for tracking
👉 Always keep your Order ID safe for future reference.
What should I do if I entered the wrong address?
Contact us immediately before dispatch.
👉 If order is already shipped:
- Delivery may fail
- Parcel may return (RTO)
You will have to bear shipping + return charges
Return & Replacement Queries
Can I return PURIXA wet wipes after delivery?
Returns are very limited because wipes fall under hygiene products.
👉 You can return ONLY if:
- Product is damaged
- Sachets are leaking
- Wrong product delivered
- Manufacturing defect
👉 You CANNOT return if:
- Product is opened or used
- You don’t like fragrance or variant
Why are opened wipes not returnable?
Because wipes are personal hygiene products, once opened:
- They cannot be reused
- They cannot be resold
- It may pose safety risks
👉 This policy protects all customers.
What is the time limit to raise a return request?
You must inform us within:
- 48 hours of delivery (recommended)
- Maximum 7 days (in special approved cases)
👉 After this, requests may not be accepted.
What proof is required to raise a return request?
You must provide:
- 🎥 Unboxing video (mandatory)
- 📸 Product images
- 📦 Packaging condition
👉 Why?
It helps us verify whether damage happened during delivery.
What happens if I don’t have an unboxing video?
Your request may be rejected, as we cannot verify the issue.
👉 Tip: Always record video while opening the package.
Can I return a product if I don’t like its smell or quality?
No, such returns are not accepted.
👉 Reason:
Personal preference is not considered a defect.
What if I receive the wrong product?
You are eligible for:
- Replacement OR
- Full refund
👉 Provided you report within time and share proof.
What if my wipes sachets are leaking?
You are eligible for:
- Free replacement OR
- Full refund
👉 No courier charges will be applied.
Courier Charges & Responsibility
Who pays courier charges for returns?
Company Pays (No Cost to You):
- Damaged product
- Leakage
- Wrong product
Customer Pays (Important Cases):
You will bear courier charges if:
- Wrong Address Provided
👉 Example: Incorrect house number
Charges:
- Delivery
- Return (RTO)
- Re-dispatch
- Customer Not Available / Refuses Delivery
👉 Example: COD order refused
Charges:
- Shipping
- Return shipping
- Cancellation After Dispatch
Charges:
- Forward shipping
- Return shipping
- Return Without Valid Reason
👉 Example: “I don’t like fragrance”
- Return not allowed
- If approved → customer pays courier
- Fake or Unsupported Claims
👉 No proof / wrong claim
- No refund
- Product returned
- Courier charges applied
What is RTO (Return to Origin)?
When delivery fails, the parcel returns back to our warehouse.
👉 This happens if:
- Customer unavailable
- Address incorrect
- Order refused
👉 RTO charges are deducted from refund
Refund Queries
When will I get a refund?
You will receive refund if:
- Order cancelled before dispatch
- Return approved
- Replacement not available
Will I get full refund in all cases?
No.
👉 Full refund only if:
- Company fault (damage/wrong item)
👉 Partial refund if:
- Customer fault (shipping deducted)
How is the refund calculated? (Example)
Case: COD Refusal
Order value: ₹299
Shipping: ₹80
Refund = ₹299 – ₹160 = ₹139
Case: Damaged Product
Refund = ₹299 (Full)
How will I receive my refund?
Prepaid Orders
- Refunded to original payment method
COD Orders
- Bank transfer / UPI
What details are required for COD refund?
You must provide:
- Bank account number
- Account holder name
- Bank name & branch
- IFSC code
- Cancelled cheque / UPI ID
How long does refund take?
- Processing: 5–7 working days
Bank credit: 7–14 working days
Do you provide cash refunds?
❌ No
👉 Refunds are only via:
- Bank transfer
- Original payment mode
Return Process Queries
How do I initiate a return?
Step-by-step:
- Contact customer support
- Share proof (video/photos)
- Wait for approval
- Follow pickup/shipping instructions
Can I send the product back without approval?
❌ No
👉 Such returns may:
- Not be accepted
- Not be refunded
How long does return process take?
- Verification: 2–3 days
- Inspection: 3–5 days
- Total resolution: 7–10 days
What happens after I return the product?
- Product inspected by Quality Team
- Decision made
👉 Outcomes:
- Approved → Refund/Replacement
- Rejected → Product returned
Delivery & Packaging Queries
What should I do if package looks damaged at delivery?
Do NOT accept the package
👉 Inform:
- Delivery person
- Our support team
What happens if I accept damaged package?
- Courier claim becomes difficult
- Refund/replacement may be affected
Product-Related Queries
Can product appearance vary?
Yes.
👉 Possible variations:
- Fragrance
- Packaging design
- Print/colour
👉 This is normal and not a defect.
Can wipes cause skin reaction?
In rare cases, yes.
👉 We recommend:
- Patch test before use
👉 Company is not liable for:
- Individual allergic reactions
Policy & Legal Queries
Is your policy legally binding?
Yes.
All orders placed are subject to this policy.
Can the policy change in future?
Yes.
👉 Company reserves right to update policy anytime.