Return & Refund Policy
We want you to feel confident when shopping with Pendula. Please read this policy carefully to understand when returns, replacements and refunds may be accepted and how to request them.
01. Return Eligibility
We accept return or replacement requests for products that arrive damaged, defective, incorrect, or materially different from what was ordered.
- The product must have been purchased directly from Pendula.
- The request should be raised within the applicable return window from the date of delivery.
- The product should be unused and in its original condition, unless the issue relates to damage or a product defect.
- Original packaging, labels and accessories should be retained wherever applicable.
02. Non-Returnable Items
For hygiene and product-safety reasons, opened or used skincare products may not be eligible for return unless the product is received damaged, defective or incorrect.
- Products that have been opened or used without a qualifying issue.
- Products damaged after delivery due to misuse or improper storage.
- Products returned without the required order details.
- Requests submitted outside the applicable return period.
03. How to Initiate a Return
If your order qualifies for a return or replacement, please contact Pendula Support with your order details and information about the issue.
Contact Us
Share your order number and explain the issue.
Share Evidence
Send clear photos or videos where required.
Resolution
Our team will review the request and guide you further.
04. Damaged or Defective Products
If your order arrives damaged or you believe the product is defective, please contact us as soon as possible after delivery.
- Keep the product and its original packaging.
- Take clear photographs of the package and product.
- Share your order number and delivery details.
- Explain the issue clearly so our team can assess it.
Please do not discard the product or packaging before your request has been reviewed by our support team.
05. Refund Timelines
Once a refund has been approved, the refund will be processed according to the applicable payment method and banking timelines.
| Payment Method | Refund Timeline |
|---|---|
| Prepaid Orders | 5–7 business days |
| UPI / Card / Net Banking | 5–7 business days |
| Other Payment Methods | Based on the payment provider |
* Actual credit time may vary depending on your bank or payment provider.
06. Exchanges
Product exchanges may be offered where the item received is damaged, defective or incorrect, subject to availability and review by our support team.
If the requested replacement is unavailable, an alternative resolution may be offered where applicable.
07. Undelivered / Refused Orders
If an order is returned to us because of an incorrect address, repeated failed delivery attempts, refusal to accept the package, or customer unavailability, the order may be treated as a return-to-origin shipment.
Any applicable shipping or handling charges may be deducted from the refund where permitted.
08. Order Cancellation
Cancellation requests should be submitted as early as possible before the order is dispatched.
Once an order has been dispatched, cancellation may no longer be possible and the applicable return process may need to be followed.
09. Contact Us
For return, replacement or refund-related queries, please contact: