Refund policy

Refund, Return & Cancellation Policy

Last Updated: 13/09/2026

At CreamXemirates, we formulate our skincare products to meet the highest safety, personal hygiene, and quality benchmarks. Because our products are personal care and topical formulations, all sales are final once an order is placed and confirmed.

We do not accept returns, issue refunds, or process exchanges for buyer’s remorse, change of mind, incorrect product selections by the customer, or subjective skin compatibility. Detailed ingredient lists, usage guidelines, and patch-test recommendations are provided on all product packaging and product pages.

1. Exceptions: Transit Damage & Fulfillment Errors Only

We only accept claims and issue resolutions under two specific conditions:

  1. Transit Damage: The product outer seal or primary container arrives visibly damaged, broken, or leaking due to postal handling.

  2. Fulfillment Mismatch: The product received physically differs from the exact item detailed on your confirmed order invoice.

Mandatory Verification: The Uncut Unboxing Video

Because personal care items cannot be restocked once handled, any claim for transit damage or an incorrect item requires an uncut, continuous, 360-degree unboxing video.

  • The video must begin before the outer shipping Poly Mailer/Carton Seal is broken.

  • The shipping label (containing the tracking number and customer details) must be clearly visible.

  • The opening process and the resulting product condition or mismatched product must be documented in a single continuous frame without cuts, pauses, edits, or transitions.

  • Claims submitted without an uncut package-opening video will not be approved.

2. Reporting Window & Resolution Process

If you receive a damaged or incorrect product, you must report it on the day of delivery or within 24 hours of the delivery timestamp provided by India Post.

  1. Submit Evidence: Contact our team via WhatsApp at +91 8848210292 or Instagram DM at @cream.xemirates.official with your Order ID, tracking details, and the uncut unboxing video.

  2. Review & Pick-up: Upon verification (within 1 to 3 business days), we will book a reverse pickup of the incorrect or damaged item via our shipping partners at no additional cost to you.

  3. Dispatch of Replacement: Once the returned package is received and verified at our fulfillment center, we will dispatch the correct or replacement item within 1 to 3 business days.

  4. No Hidden Costs: You will not be charged any extra shipping, handling, or reverse logistics fees for errors caused by our fulfillment or transit process.

3. Cash on Delivery (COD) & Advance Booking Verification

To mitigate false bookings, delivery refusals, and transit loss, all Cash on Delivery (COD) orders require a non-refundable Order Confirmation Advance based on the order value slab:

Order Value Range Mandatory COD Advance Balance Due at Delivery
₹349 – ₹999 ₹70 Remaining Order Balance
₹1,000 – ₹1,999 ₹100 Remaining Order Balance
₹2,000 – ₹2,999 ₹150 Remaining Order Balance
₹3,000 and above (Calculated per slab tier) Remaining Order Balance


Delivery Failure & RTO (Return to Origin) Terms

Our shipments are fulfilled pan-India through the Department of Posts (India Post).

  • Refusal at Doorstep: If a package is refused upon delivery attempt, the initial COD Advance payment is strictly forfeited to offset non-recoverable operational and postal dispatch charges.

  • Addressee Unavailable: If a package returns due to customer unavailability, we allow one re-attempt. A Reorder Advance (equivalent to the initial advance amount) must be paid prior to re-dispatch.

    • If the re-dispatched parcel is successfully accepted upon delivery, this Reorder Advance will be adjusted/refunded to you.

    • If the re-dispatched package is again missed, unavailable, or rejected by the customer, the Reorder Advance is completely non-refundable.

  • Uninformed Postal Delivery Issues: If India Post marks an issue or delay without attempting delivery, our team raises an official complaint with the postal department (resolution provided within 1–3 business days). While resolving the issue, we will prepare the re-dispatch and share live tracking updates and dispatch parcel photographs directly via WhatsApp.

4. Sale, Offer & Clearance Items

All products purchased during Sales, Flash Offers, Bundle Discounts, or Clearance Promotional campaigns are sold as Final Sale. These items are strictly non-returnable, non-exchangeable, and ineligible for store credits.

5. Contact & Claims Support

For immediate order assistance, claim filings, or delivery tracking:

  • WhatsApp Support : +91 8848210292

  • Instagram Support : @cream.xemirates.official

  • Customer Support Hours : 7 days a week, 6:00PM - 11PM IST