Refund policy
Effective Date: July 2026
Website: eslaitaly.in
Operating Company: S K Haria Consumer Care Private Limited
At ESLA Italy India, we are committed to ensuring that your professional hair care experience is nothing short of exceptional.
Each formulation is engineered in Italy with precision and care before arriving at your doorstep.
Because hair care products are personal hygiene items, our return and refund policy is designed to maintain strict product
integrity while protecting your satisfaction.
1. RETURN & REPLACEMENT ELIGIBILITY
You may request a return or replacement under the following verified circumstances within our mandatory 2-Days / 7-Days
Reporting Window: * Damaged, Leaking, or Defective Products: Must be reported within 2 days (48 hours) from the date of
delivery. * Wrong Product Delivered or Expired Product: Must be reported within 2 days to 7 days from the date of delivery. *
Unopened & Unused Merchandise: Full-priced, unopened, and completely unused merchandise with original seals intact
returned within 7 days from delivery.
2. NON-RETURNABLE & NON-REFUNDABLE CONDITIONS
To maintain personal safety, hygiene, and product purity, we cannot accept returns, replacements, or refunds under the following
conditions: * Opened or Used Products: Any product where the protective seal has been broken, opened, or used. * Sale &
Promotional Items: Products purchased during clearance sales, special promotional bundles, or deep-discount offers (unless
delivered in a damaged, wrong, or expired condition). * Post-Delivery Damage: Any damage, leakage, or loss occurring after
successful delivery of the product to your address. * Personal Preference / Change of Mind: Returns based on personal scent,
texture preference, or unsuited hair results where the correct product was delivered accurately.
3. STEP-BY-STEP RETURN & REPLACEMENT PROCESS
Step 1: Raise a Request (Within 2-Days / 7-Days Window)
To initiate a return or replacement, please contact our customer care desk within the applicable 2-days (48 hours) for damaged/
shortage claims or up to 7 days for wrong/expired/unopened items: * Email: care@skhariagroup.com * Phone / WhatsApp:
+91 7738190744 * Support Hours: 10:00 - 19:00 IST, Monday to Saturday
Please include the following details in your request: 1. Your Order Number and Tax Invoice copy. 2. Clear photos of the
shipping box, courier label, and affected product(s). 3. A short, continuous unboxing video showing the outer package being
opened from its sealed state (mandatory for claims involving missing, damaged, or wrong items).
Step 2: Request Review (2 Business Days)
Once your claim is submitted, our quality audit team will review the details, photos, and unboxing video within 2 business days.
Step 3: Complimentary Reverse Pickup
Upon approval of your request, we will arrange a complimentary reverse courier pickup from your delivery address across most
serviceable pincodes in India. Please ensure the item is securely packed in its original packaging along with all tags and
invoices.
Step 4: Verification & Resolution
When the returned package reaches our warehouse, our quality assurance team will inspect the item against your claim: *
Replacements: Approved replacements are dispatched immediately, subject to stock availability. * Refunds: If a replacement is
unavailable, a full refund will be processed to your account.
4. PACKAGE INSPECTION UPON DELIVERY
If you receive a package that appears severely crushed, tampered with, or already opened at the time of delivery, please reject
the delivery immediately with the courier executive and inform our support team so we can dispatch a fresh order to you.
5. REFUND PROCESS & TIMELINES
• Prepaid Orders: Once verified at our warehouse, approved refunds will be credited back to the original payment instrument
(UPI, Credit/Debit Card, Net Banking) used during checkout within 7 to 10 business days.
• Cash on Delivery (COD) Orders: Refunds for verified COD orders will be processed via NEFT / Direct Bank Transfer. Our
team will request your verified bank details upon approval.
• Notifications: You will receive automated SMS and Email notifications as soon as your refund has been processed.
6. ORDER CANCELLATION POLICY
• Cancellation Before Dispatch: You may cancel an order before it has been processed and dispatched from our warehouse
by contacting customer support. Full refunds for canceled orders are processed immediately.
• Cancellation After Dispatch: Once an order has been dispatched and handed over to the logistics partner, it cannot be
canceled in transit.
7. CUSTOMER SUPPORT CONTACT
For any return queries, status checks, or delivery assistance, please reach out to our team: * Company: S K Haria Consumer
Care Private Limited * Customer Care Email: care@skhariagroup.com * Customer Care Phone / WhatsApp: +91
7738190744 * Operating Hours: 10:00 - 19:00 IST, Monday to Saturday