Order, Damage & Refund Policy

Because skincare is personal. We keep our policies simple.

Every MAD Skin Labs order is prepared with care, hygiene and attention to detail. Once a skincare product has been delivered, we generally cannot accept it back for resale once it has been opened or used.

Before placing your order, please take a moment to make sure you've selected the right products and entered the correct delivery details.

If something goes wrong on our end, we'll work to make it right.

01 — CHANGED YOUR MIND?

Catch your order before it leaves us.

You may request cancellation within 1 hour of placing your order, provided the order has not already been dispatched.

Partial cancellation is not permitted.

A cancellation request must apply to the complete order.

For prepaid orders, once your cancellation request has been successfully accepted and processed, the eligible amount will be refunded in full.

Refunds are generally initiated within 24–48 business hours after cancellation is processed by our team. The time taken for the amount to reflect in your account may vary depending on your bank or payment provider.

Once an order has been dispatched, it cannot be cancelled.

After delivery, we do not accept cancellation or return requests simply because you have changed your mind. This is because our products are personal-care products and maintaining product hygiene is extremely important to us.

02 — DID YOUR PACKAGE ARRIVE DAMAGED OR TAMPERED?

That's not how MAD should reach you.

If your outer package appears severely damaged, opened or tampered with at the time of delivery, we recommend refusing the shipment and informing our customer-care team.

If you have already accepted the package, please contact us within 48 hours of delivery.

Please share:

• Your order number
• Clear photographs/videos of the package and product
• Photographs of any visible damage
• An unboxing video, if available

Send these details to support@madskinlab.com">support@madskinlab.com.

Our team will review the information and verify the issue.

If the damage is confirmed, we may provide:

A replacement

or

A full refund

depending on the circumstances and product availability.

03 — SOMETHING IS MISSING OR ISN'T WHAT YOU ORDERED?

We'll fix the mix-up.

If your order is incorrect or incomplete, please contact us within 48 hours of delivery.

Please provide:

• Your order number
• Photographs of the package received
• Photographs of the products received
• Details of the missing or incorrect item

Once the issue is verified, we will arrange the appropriate replacement for the incorrect or missing product(s).

A small favour:

Please record your unboxing.

An unboxing video is not mandatory, but it can help us investigate shipping discrepancies faster and protect both you and us during the verification process.

04 — YOUR PRODUCT APPEARS DEFECTIVE?

Tell us. We'll look into it.

If you believe the product itself has a manufacturing defect, leakage or another product-related issue, please contact us within 48 hours of delivery.

Please share your order number along with clear photographs/videos showing the issue.

Our team will review the case and, where the issue is verified, provide an appropriate replacement or refund, depending on the circumstances.

Please do not discard the product or packaging until our team has completed the review.

05 — YOUR SKIN DIDN'T LIKE IT?

Listen to your skin. Always.

Every skin is different.

MAD Skin Labs products are dermatologically tested, but individual skin can respond differently to cosmetic ingredients.

We recommend performing a patch test before full application, particularly if you have sensitive or allergy-prone skin.

If you experience irritation or an adverse reaction:

Stop using the product immediately and contact our customer-care team.

Please follow the usage instructions provided with the product and do not use more product or apply it more frequently than recommended.

Please note that an individual sensitivity or preference for a product's texture, fragrance or feel does not by itself qualify as a product defect or a return.

06 —OUR HYGIENE RULE

Once opened, it stays with you.

For hygiene and product-safety reasons, we do not accept returns of skincare products that have been delivered and subsequently opened or used, except where a product is confirmed to be defective, damaged, incorrect or otherwise eligible for a remedy under this policy or applicable law.

We also do not offer returns simply because you have changed your mind after delivery.

This applies particularly to opened, unsealed or used skincare products.

07 —FAILED DELIVERY, INCORRECT ADDRESS & RTO

Please help us get your order to you.

Please make sure your name, delivery address, PIN code and phone number are correct before placing your order.

If delivery fails because:

• the address provided is incomplete or incorrect,
• the recipient is repeatedly unavailable,
• the order cannot be accepted,
• or the shipment is returned to us after the applicable delivery attempts,

the order may be returned to our facility.

For prepaid orders returned to us because of an incorrect address, failed delivery or other customer-attributable delivery issue, the product value may be refunded after the shipment is returned to us, subject to applicable shipping charges and the terms of the order.

If you need help with a delayed or failed delivery, please contact us as soon as possible.

08 —WHAT WE DON'T PROVIDE

To keep expectations transparent:

No change-of-mind returns after delivery

We do not accept returns simply because you have changed your mind after receiving your order.

No returns of opened or used skincare

Opened, unsealed or used products cannot generally be returned for hygiene reasons, subject to applicable consumer rights and the exceptions stated above.

No additional monetary compensation

Where a refund or replacement is applicable under this policy, it will be handled according to the relevant terms. We do not provide separate monetary compensation for inconvenience, dissatisfaction or delays.

09 —A LITTLE MAD PROMISE

We may not be able to promise that every package will travel perfectly.

But if your order arrives damaged, tampered with, incorrect, incomplete or defective, we want to know.

Tell us. Show us. We'll look into it.

Because skincare should be about taking care of your skin — and taking care of you doesn't stop once we ship your order.

MAD SKIN LABS

Thoughtfully formulated. Transparently made.

CONTACT US

MAD Derma Lab Pvt. Ltd.
Plot No. 337, Business and Industrial Park, Phase 2
Chandigarh – 160002, India

Email: support@madskinlab.com">support@madskinlab.com
Phone: +91 976-976-3488
Customer care: 10 AM – 6 PM IST, Monday to Saturday