Return Policy

Returns, Refunds & Exchange Policy

1. Introduction

At www.rustura.com, we formulate all our products with care to deliver the best possible results. We hope you love our products as much as we do. We strive to provide an excellent shopping experience and ensure proper care when shipping your products. If you face any issues, we sincerely apologize for the inconvenience.

How to Return

Step 1:

Raise a return/replacement request within 7 days of delivery if you’ve received a wrong or expired product.

  • Submit a request [here] with your order details and contact information.
  • You can also use our Chat option to raise a request.
  • For damaged or missing products, raise a return/replacement request within 2 days of delivery.

Step 2:

Allow 2 working days for us to review your return request.

Step 3:

Once approved, we will arrange for our courier partner to pick up the product.

Step 4:

If reverse pickup is unavailable in your location, you will need to self-ship the product via a reliable courier service. We will reimburse shipping charges via PayTM Wallet or Bank Account.

Step 5:

Once we receive the returned product, we will verify the claim and initiate a replacement or refund based on stock availability.

Return & Replacement Eligibility

Valid return/replacement scenarios:

✅ Wrong product delivered
✅ Expired product received
✅ Damaged product (physical damage, tampered packaging)
✅ Incomplete order
✅ Missing products

Return/replacement requests will not be accepted if:

❌ Product has been opened, used, or altered
❌ Original packaging (cartons, labels, etc.) is missing
❌ Return request is made after 7 days of delivery
❌ Damaged/missing product is reported after 2 days

How Are Returns Processed?

  • After a return request is submitted, pickup is arranged within 5-7 business days.
  • The item is shipped back to our warehouse and checked by our quality control team.
  • If the product passes inspection, a refund or replacement is processed.

For any product-related concerns, feel free to reach out to our team at info@rustura.com. We will respond within 48 business hours.

Refund Policy for Prepaid Orders

✅ Order Cancellation (Before Shipment):

  • You can cancel an order before it is shipped. Most orders placed before 12 PM are shipped on the same day.
  • To cancel, email info@rustura.com with your order details and reason for cancellation.
  • If the order has not been dispatched, we will cancel it and issue a refund within 5-7 business days.

✅ Product Unavailability:

  • If a technical issue results in an out-of-stock item being ordered, we will notify you and initiate a full refund within 7 business days.

✅ Return to Origin (RTO) of Prepaid Orders:

  • If your prepaid order is returned to us due to non-delivery, we will process a refund after confirming with you.

📌 If you haven’t received your refund after 7 business days, please check with your bank or credit card provider. If the refund is still not credited, contact info@rustura.com for assistance.

How to Request a Replacement?

We offer free replacements under the following conditions (reported within 24 hours of delivery to info@rustura.com):

Valid Replacement Cases:

🔄 Wrong or expired product received

  • Email info@rustura.com with a picture of the received product and your order number.
  • We will arrange pickup and replacement within 7-10 business days at no cost to you.

🔄 Incomplete order received

  • Email details of the missing products to info@rustura.com.
  • After verification, we will ship the missing items within 7-10 business days.

🔄 Damaged product received

  • If your product was damaged in transit, please keep the box and notify us immediately with photos and order details at info@rustura.com.
  • We will send a replacement within 7-10 business days at no extra cost.

🔄 Package shows delivered but is missing

  • Please check with building security or neighbors.
  • If still missing, email info@rustura.com with your order details. We will investigate with our shipping partner (5-7 business days).

Terms & Conditions for Refund & Return

  • Products must be returned within 7 days of delivery.
  • Only unused products with original packaging qualify for returns.
  • Partial returns of product kits are not accepted.
  • Products purchased using store credit will be refunded as store credit.
  • Discount codes are not refunded when processing returns/exchanges.
  • Free gifts, promotional items, and sample products are final sale (non-returnable).
  • Only purchases made on www.rustura.com are eligible for return/exchange.
  • Refunds will be processed to the original payment method. If the payment method is no longer valid, refunds will be issued as store credit.
  • Orders placed via authorized resellers or marketplaces are not eligible for direct return/refund. Please contact the respective seller.
  • International orders are non-refundable for customs duties/taxes.
  • All disputes are subject to Gujarat jurisdiction.

Additional Important Information

📌 Business Hours: Monday to Saturday, 9 AM – 6 PM
📌 Customer Support: info@rustura.com
📌 All order issues must be reported within 7 days of receipt.
📌 Email updates on order status are sent regularly. Please check spam folders if missing.
📌 Social media channels are for marketing only. For queries, email us at info@rustura.com.
📌 Product Disclaimer: We use safe ingredients, but please do a patch test before use. In case of irritation, discontinue and consult a dermatologist.
📌 Natural ingredient-based products may react to heat/cold. These changes do not affect product quality.

💡 Note: Only purchases made on www.rustura.com are covered by this policy. If you bought Rustura products from an authorized retailer, please contact them for assistance.