Last updated: 30 September 2026. This policy covers products you buy directly from Popyz Beauty Lounge, Gandhi Road, opposite Regal Bakes, Kozhikode, Kerala 673011, India through “Buy from Popyz” on our Shop page. Online ordering is opening soon. For products bought from Nykaa or Amazon through our affiliate links, the store you bought from handles cancellations, returns and refunds.
Cancelling an order
- You can cancel free of charge until your order is dispatched or collected. Message us on WhatsApp or call +91 81369 97390 with your order number, and we refund you in full.
- Once an order has been dispatched it cannot be cancelled, but the return rules below still apply.
- We may cancel an order if the item has sold out in the salon, if there is a pricing error, or if we cannot deliver to your address. You are then refunded in full.
Returns
For hygiene and safety, we cannot take back skincare, makeup or hair products that have been opened, used, or had their seal broken.
We will replace the product or refund you in full if it arrives:
- damaged or leaking;
- different from what you ordered, or with items missing;
- expired, or close to its expiry date without our telling you before you paid.
Please contact us within 48 hours of delivery or pickup, with photos of the parcel and the product (an unboxing video helps). If we ask you to send the product back, we cover the return cost.
If you simply change your mind about an unopened, sealed product, you can bring it to the salon within 7 days of delivery or pickup, with your order number, to exchange it for another product.
Skin reactions
Please patch-test new skin and hair products and read the ingredients before use. A reaction to a product that has been opened is not a reason for a return, but do contact us: we will advise you, and if you have a skin condition please see a doctor.
How refunds are paid
- Refunds go back to the way you paid (UPI, card, net banking or wallet).
- We start the refund within 2 working days of approving it. Your bank or card provider usually shows it within 5 to 7 working days.
- Delivery charges are refunded whenever the problem was ours (damaged, wrong, missing or expired items, or an order we cancelled).
Complaints and grievance officer
If you are unhappy with an order, contact us first on +91 81369 97390, WhatsApp or popyzbeauty@gmail.com. Our grievance officer is Rahufina Madathil (Popy), Founder, Popyz Beauty Lounge, Gandhi Road, Kozhikode, Kerala 673011 (email popyzbeauty@gmail.com). We acknowledge complaints within 48 hours and aim to resolve them within one month, as the Consumer Protection (E-Commerce) Rules, 2020 require.