Shipping, Cancellation & Returns Policy

Last Updated: October 2026

At Skn Biome (operated by Continuum Aesthetics Private Limited), we dispense dermatologist-grade skincare, cosmeceuticals, and clinical pharmacy formulations. Because active dermatological ingredients and prescription medications are highly sensitive to temperature, storage conditions, and tampering, our shipping and return protocols are engineered to guarantee 100% product authenticity, potency, and patient safety.

1. Shipping & Delivery Policy

1.1 Shipping Charges & Thresholds

  • Orders Above ₹599: Enjoy Complimentary Standard Shipping across all serviceable pincodes in India.
  • Orders of ₹599 or Below: A flat ₹80 shipping and clinical packaging fee is applied at checkout.
  • Note: Shipping fees (if charged on the original order) are non-refundable in the event of a discretionary return or doorstep refusal.

1.2 Dispatch & Estimated Delivery Timelines

  • Order Processing: Orders placed before 2:00 PM IST (Monday–Saturday) are typically verified and dispatched within 24 business hours from our climate-controlled fulfillment center in New Delhi. Orders containing Prescription (Rx) items are dispatched only after valid prescription verification by our clinical desk.
  • Estimated Transit Times:
    • Delhi NCR & Metro Cities (Tier 1): 2 to 3 business days.
    • Tier 2 Cities: 3 to 5 business days.
    • Tier 3 Cities & Remote Regions: 4 to 7 business days.
  • Shipping Summary:
    • Order Cutoff Time: 2:00 PM IST (Monday to Saturday)
    • Order Handling Time: 0–1 Business Days (Monday to Saturday)
    • Standard Transit Time: 2–7 Business Days across India (2–3 days for Delhi NCR & Metros; 3–7 days for rest of India)
  • Tracking: Once dispatched, you will receive a real-time tracking link via WhatsApp, SMS, and Email.

2. Order Cancellation Policy

  • Pre-Dispatch Cancellations: You may cancel your order at zero cost before it has been dispatched from our warehouse by contacting our Customer Care team via WhatsApp (+91-9354606738) or Email (pharmacy.rasa@gmail.com). Full refunds for prepaid orders are initiated immediately upon cancellation.
  • Combo & Regimen Kits: Partial cancellation of individual products inside a discounted combo pack, routine bundle, or promotional kit is not permitted. Cancelling part of a bundle will cancel the entire bundle.
  • Post-Dispatch Cancellations (Doorstep Refusal): Once an order has been handed over to our courier partner, it cannot be cancelled via the website. If you no longer wish to receive a dispatched order, you may refuse acceptance at the doorstep. Once the unopened parcel returns to our facility (Return-to-Origin) and passes seal verification, we will process your refund after deducting a ₹150 two-way courier handling charge (for prepaid orders). Repeated doorstep refusals on Cash-on-Delivery (COD) orders will result in permanent suspension of COD privileges on your account.

3. Returns, Replacements & Refunds Policy

To safeguard patient health and prevent compromised products from re-entering our clinical inventory, opened, unsealed, tested, or partially used skincare and pharmaceutical products cannot be returned or exchanged under any circumstances. Allergic reactions, purging, or personal dislike of texture/fragrance do not qualify for returns; we strongly advise consulting a dermatologist prior to purchasing active formulations.

We process return and replacement requests under two strict tracks:

Track 1: Transit Damage, Defective, Wrong, or Expired Items (48-Hour Window)

If your order arrives physically damaged in transit, leaking, missing an item, past its expiry date, or does not match the item invoiced:

  • Reporting Window: You must raise a claim within 48 hours (2 days) of delivery. Claims raised after 48 hours of the courier's delivery timestamp will not be entertained.
  • Mandatory Verification Evidence: To prevent transit fraud and enable courier insurance claims, you must provide:
    1. An uninterrupted, unedited 360° Unboxing Video starting from the fully sealed outer shipping box, clearly showing the shipping label, tamper-evident seal, the opening of the package, and the condition of the product inside.
    2. Clear photographs of the outer shipping box, the product’s batch number/MRP label, and the specific defect or damage.
  • Resolution: Once verified by our Quality Assurance team, we will arrange a free reverse pickup and issue either a 100% Free Replacement or a Full Refund (including any shipping fees paid), as per your preference.

Track 2: Discretionary Returns on Unopened OTC Products (5-Day Window)

If you ordered an incorrect non-prescription product by mistake or wish to return an unopened item:

  • Reporting Window: You must initiate the request within 5 calendar days of delivery.
  • Strict Eligibility Criteria: The product must be 100% unused, unopened, and in pristine, saleable condition with its original outer carton, manufacturer shrink-wrap/safety seals, batch codes, and Skn Biome security labels completely intact.
  • Reverse Logistics & Restocking Fee: Because returned clinical goods require specialized reverse courier pickup, quality inspection, and quarantine auditing:
    • For Refund Requests: A flat ₹300 Reverse Logistics & Restocking Fee will be deducted from your total refund amount.
    • For Exchange / Replacement Requests: A flat ₹150 Re-Shipping Fee will be payable prior to dispatching the replacement item.

Non-Returnable Categories (Final Sale Items)

Even within the 5-day unopened window, the following items are strictly non-returnable (except in cases of verified Track 1 delivery errors within 48 hours):

  1. Prescription (Rx) & Schedule H Drugs: Due to statutory pharmaceutical regulations and storage compliance, prescription medicines cannot be taken back once dispensed.
  2. Temperature-Sensitive & Clinical Actives: Products requiring strict thermal stability (e.g., certain L-Ascorbic Acid serums, specialized clinical ampoules).
  3. Promotional Bundles, Kits & Free Gifts: Individual items purchased as part of a discounted routine kit, BOGO offer, or promotional sale.
  4. Short-Shelf-Life / Clearance Items: Products explicitly sold under clearance or with less than 6 months of remaining shelf life disclosed at purchase.

4. Inspection & Refund Timelines

  • Accepted Return Window: 5 Calendar Days from delivery (for unopened OTC products) / 48 Hours (for damaged or defective deliveries)
  • Return Method: By Courier Pickup (scheduled via Skn Biome Support)
  • Eligible Product Condition: New, 100% Unused, Unopened, and Factory Sealed only
  • Return Shipping & Restocking Fee: Free (₹0) for defective/damaged items; ₹300 flat fee deducted for discretionary returns of unopened OTC items; ₹150 for exchanges
  • Refund Processing Time: 5–7 Business Days after return inspection
  1. Reverse Pickup: Once your return request is approved, our courier partner will attempt reverse pickup within 2–4 business days. Please ensure the product is securely packed in an outer box to prevent transit damage during return shipping.
  2. Quality Audit: Upon arrival at our New Delhi warehouse, our Quality Control desk inspects the seal integrity, batch match, and packaging condition within 48 business hours. (If a returned product is found to have broken seals, missing cartons, or signs of usage, the return will be rejected and the item will be shipped back to you at your expense).
  3. Refund Disbursement:
    • Prepaid Orders (UPI, Credit/Debit Cards, NetBanking): Refunds are initiated within 48 hours of passing inspection and reflect in your original payment account within 5 to 7 business days.
    • Cash on Delivery (COD) Orders: Refunds for eligible COD returns are processed via NEFT/IMPS bank transfer or Store Credit, based on the bank details verified by you with our support desk, within 5 to 7 business days.

5. Customer Support & Statutory Grievance Redressal

To raise a shipping query, cancellation, or return request, please reach out to our Patient & Customer Care Desk with your Order ID and supporting media:

Grievance Officer (In compliance with the Consumer Protection (E-Commerce) Rules, 2020):
Entity Name: Continuum Aesthetics Private Limited
Address: A1/295, UGF, Safdarjung Enclave, Delhi-110029, India
Email: pharmacy.rasa@gmail.com
Phone: +91-9354606738
Response SLA: Every formal grievance is acknowledged within 48 hours and resolved within 30 days from the date of receipt.