🌿 Sulfate-free · Paraben-free · Cruelty-free 🔬 Science-backed skincare for Indian skin

100% PEACE OF MIND GUARANTEE

Return & Refund Policy

We are committed to delivering safe, genuine, and high-performance skincare. Enjoy a seamless experience with our hassle-free transit damage replacement and transparent refund terms.

48-Hour Transit Protection Free immediate replacement for damaged or leaking items

5–7 Day Swift Refunds Direct credit to source account or UPI for COD orders

100% Sealed Skincare Strict personal hygiene and safety assurance on every product

Terms & Conditions Privacy Policy Shipping Policy Returns & Refunds Contact Support

Hygiene First

Due to personal care safety standards, opened or used cosmetic formulations cannot be returned once unsealed.

Transit Protection

If an item arrives damaged, leaking, defective, or incorrect, we provide a free replacement within 48 hours.

5–7 Day Refunds

Approved refunds are directly credited back to your original payment method or bank/UPI for COD orders.

Direct WhatsApp Help

Submit unboxing photos/video and order ID on WhatsApp for fast verification without tedious paperwork.

Simple & Seamless

How To Claim A Free Replacement

If your package was damaged in transit or an incorrect product was delivered, follow these 3 easy steps:

Inspect & Capture

Take clear photographs or a short unboxing video showing the outer shipping label and the damaged/incorrect product.

Share Within 48 Hours

Send your Order ID and unboxing photos/video to support@hydrella.in or WhatsApp +91 63967 39115.

Free Replacement Dispatched

Our quality support team validates your request within 24 hours and dispatches a fresh unit with live tracking at ₹0 cost.

TRANSPARENT GUIDELINES

Return & Replacement Eligibility

To protect quality standards and product authenticity, here is what is covered under our policy:

Eligible for Free Replacement / Refund

Transit Damage: Product bottle broken, cracked, or leaking upon parcel delivery.
Incorrect Item Delivered: Product variant, size, or item received differs from your invoice.
Manufacturing Defects: Defective pump dispenser, faulty dropper, or compromised seal upon unboxing.
Missing Items: Package received with missing items or combos incomplete.
Reported Timely: Claim submitted with unboxing photo/video within 48 hours of delivery.

Non-Returnable / Ineligible Items

Opened or Used Products: Items that have been unsealed, sampled, or partially consumed.
Late Claims: Requests submitted beyond 48 hours from the courier delivery timestamp.
Improper Customer Handling: Physical drops, heat damage, or storage in extreme temperatures after arrival.
Free Gifts & Samples: Complimentary items, promotional gifts, or trial miniatures.
Personal Preference: Dislike of texture, fragrance, or expected results (we advise patch testing first).

Speed & Security

Refund Timelines & Payment Methods

Approved refunds are processed without unnecessary delay via the respective payment gateways:

Cards & Netbanking 5–7 Business Days

Refunded directly to the source bank account or credit/debit card.

UPI (GPay / PhonePe / Paytm) 24–48 Business Hours

Credited directly to the linked UPI Virtual Payment Address (VPA).

Cash on Delivery (COD) 3–5 Business Days

Transferred via NEFT/IMPS bank transfer or UPI once account details are verified.

Pre-Dispatch Cancellation Instant Initiation

Orders cancelled before courier pickup receive a 100% immediate full refund.

ORDER CANCELLATION

Can I Cancel My Order Before It Ships?

Yes! You can cancel your order anytime before it is dispatched from our facility for an immediate 100% full refund. Please message us on WhatsApp with your Order ID as soon as possible.

Once an order is in transit with our delivery partner (Shiprocket / BlueDart / Delhivery), it cannot be cancelled mid-route.

Cancel Via WhatsApp

Got Questions?

Return & Refund FAQs

Quick answers to frequently asked questions regarding returns, replacements, and refunds:

Please take clear photos or a short video of the damaged package, product, and outer courier label within 48 hours of delivery. Share them along with your Order ID via WhatsApp at +91 63967 39115 or email support@hydrella.in. We will review and immediately dispatch a brand-new replacement at zero extra cost.

Due to strict cosmetic safety and hygiene regulations, we cannot accept returns or issue refunds for opened, unsealed, or used skincare products. We recommend reviewing the detailed ingredient lists on each product page and performing a patch test before first use.

For prepaid transactions (Cards / Net Banking), refunds reflect in your account within 5–7 business days. For UPI payments, refunds process within 24–48 business hours. For Cash on Delivery (COD) orders, refunds are credited directly to your bank account or UPI within 3–5 business days after bank details verification.

If an incorrect variant or missing item was delivered, please inform us within 48 hours with a photo of the received items and the invoice. We will immediately dispatch the missing or correct product to you with priority courier shipping.

WE ARE HERE TO HELP