Cancellation before shipment (Only valid on orders placed & delivered in India):

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team at wecare@gozelcare.com or call us on +91 84477 37137 (9:30 a.m. to 7:30 p.m.) Monday to Saturday.

In such cases, the order(s) will be canceled, and we will initiate the refund within 24-48 business hours after the support team duly processes the cancellation request. The refund will be credited to your original mode of payment within 7-10 business days after it is initiated.

Cancellation post shipment (Only valid on orders placed & delivered in India):

If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team at wecare@gozelcare.com or call us on +91 84477 37137 (9.30 a.m. to 7:30 p.m.) Monday to Saturday.

• In case you have canceled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order.
• Once we receive the item(s) back and verify its packaging/condition, we will initiate the refund within 24-48 business hours, and it will be credited to your original mode of payment within 7-10 business days after it is initiated.

How will I get refunded for the canceled orders and how long will this process take?

In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.

In case of cancellation request received after the product has been dispatched or if it is being returned, we process the refund within 24-48 hours after the products have been received and verified at our warehouse.

For payments done through credit/debit cards or net banking or Paytm, the refund will be processed to the original mode of payment from which the payment was made within 24-48 business hours of us receiving the products back. It may take 7-10 additional business days for the amount to reflect in your original mode of payment.

For cash on delivery transactions, we will initiate a bank transfer against the refund amount based on the billing details. This process will take place within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 7-10 business days for the amount to reflect in your account.

In addition, we also provide the hassle-free option of refund through Gozel coupons, which anyone can use during future purchases.

What if I used discount vouchers or loyalty points during payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.

Returns, Replacements, and Refunds

How do I return an item purchased on Gozel?

Gozel offers its customers an ’Easy return policy, wherein you can raise a return/exchange request of a product within 5 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in you order.

• Step 1: Contact our Customer Support team via email wecare@gozelcare.comor call us on +91 84477 37137 (9.30 a.m. to 7:30 p.m.) Monday to Saturday within 5 business days of receiving the order.
• Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
• Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if we receive the products in their original packaging with their seals, labels, and barcodes intact.

Note: If it is a case of replacement, it is subject to stock availability. In instances where a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.

Which are the items that cannot be returned/exchanged?

Returns will not be accepted under the following conditions:

• Product is damaged due to misuse/overuse
• Returned without original packaging including, price tags, labels, original packing, freebies, and other accessories or if the original packaging is damaged
• Serial Number is tampered with.
• Product is used or altered
• If the request is initiated after 5 business days of order delivery
• Free product provided by the brand

Categories not eligible for Return:

• Customized Products (eg: lipsticks, compacts, mascaras, etc.) cannot be returned since they are available during select promotions and ordered on demand.
• Personal care appliances cannot be returned due to hygiene issues.

Please note that special return/exchange/refund rules may apply for specific marketing campaigns or mega sale periods. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent the wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order:

Step 1: Contact our Customer Support team via email wecare@gozelcare.com or call us on +91 84477 37137  (9.30 a.m. to 7:30 p.m.) Monday to Saturday within 5 business days of receiving the order.

Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.

Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if we receive the products in their original packaging with their seals, labels, and barcodes intact.

Note: If it is a case of replacement, it is subject to stock availability. In case that a replacement may not be available, we will refund you the full amount.

Do I have to return the free gift when I return a product?

Yes. The gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

Yes, a return can be created at the item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full, including all components and any complimentary gifts or products that came along with it.

How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

For payments done through credit/debit cards or net banking or Paytm, the refund will be processed to the original mode of payment from which the payment was made within 24-48 business hours of us receiving the products back. It may take 7-10 additional business days for the amount to reflect in your original mode of payment.

For cash on delivery transactions, we will initiate a bank transfer against the refund amount based on the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 7-10 business days for the amount to reflect in your account.

In addition, we also provide the hassle-free option of refund through Gozel coupons, which can be used during future purchases.