Vokin Biotech Customer Policies
- We accept online orders through the following modes of payment. Visa & MasterCard Debit & Credit cards from select banks in India.
- Please note that for Visa and MasterCard you will require to submit your 16-digit credit card number, card expiry date and a 3-digit CVV number (on the back of the card) when you make an online transaction using your Credit Card.
- You should also have enrolled your Credit Card with VBV (Verified by Visa) or MSC (MasterCard Secure Code) to complete the transaction. For American Express Cards you will be required to give your 15-digit card number and a 4-digit code.
- The Credit Card transaction will appear on your bank statement as a payment to Net Distribution Services Pvt. Ltd.
- If the amount has been deducted from your account but you haven’t received a confirmation from us, you can reach out to our customer care team and provide the following information:
- Transaction Reference Number.
- Amount debited with registered Email ID
- Date & Time of Transaction.
- Orders once dispatched are not eligible for cancellation.
- Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
- If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.
- In case of a return or cancellation, the refund shall be initiated post the return of product to us and verification of the product and packing.
RETURN & EXCHANGE POLICY
- Vokin Biotech products are non-returnable due to hygiene/health and personal care/wellness/consumable nature of the product.
- In case you would want a refund or replacement, please send us an email with the Images of the Product, Invoice, Inner & Outer Packaging and Batch Number to firstname.lastname@example.org, within 24 hours of the order delivery. We would require 48-72 hours to revert.
- Kindly take picture of the damaged/tampered side of the product or package.
- Please allow us 10 to 15 days from the day you return your package, for your request to be processed. We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.
- You will be eligible for full refund or exchange without incurring any additional charges if it is the case of:
- Package has accessories missing.
- Damaged or broken bottles/pack.
- Wrong product delivery.
- Expired product delivery.
- In case you received a wrong product, we request you to keep the product safe, saleable and undamaged in its original packaging. Retain the invoice and original manufacturer’s packing for successful pick-up and return.
- Returns will not be accepted if:
a. The product is damaged.
b. It is without invoice.
c. It is with tampered batch number and price
d. It is without its original packaging.
- Please do not use the item you have raised a complaint about.
- If a pilfered delivery was received, pilferage claims must be made within 24 hours of the order delivery.
- Products once delivered, will not be applicable for a refund if it falls under any of the scenarios stated below:
a. Failure to provide adequate information about the case.
b. Failure to provide snapshots of the Invoice, packet and box (if any).
- Damages due to neglect, improper usage or wrong application will not be covered under our Exchange/Returns Policy. Please note that orders for Festive Gift boxes are not applicable for exchange or refund. Exchange of products due to allergic reactions is not applicable.
REFUND & REPLACEMENT POLICY
We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.
Refunds will be through bank transfers. No cash refunds will be made. It would take our team at least 5 to 7 business days post refund initiation for online refund to be initiated.
In case of NEFT, it would require us at least 3 to 5 business days post refund initiation to refund your amount. For Prepaid orders the amount shall be credited to your account through which the payment was done. It may take 7-10 business days for the amount to reflect in your account.
NOTE TO CUSTOMERS
Fair Usage Policy
We go to extensive lengths for smooth user experience. However, at times we need to be stringent with our policies to serve our customers better. We have noticed that although a vast majority of our customers have genuine concerns, where we are always upfront to support; there are some accounts that abuse our liberal return and exchange policies. These accounts typically return items, choose not to accept our shipments or demand cashback for issues that we are not responsible for. Hence, our regular customers are deprived of the opportunity to purchase these products themselves. To protect the right of our customers, our customer care support team reserves the right to assess, judge and then take the necessary action at their discretion.
Impairment & Damages
We take the utmost care and accountability while sending our products to you. Your package is screened and goes through an extensive quality check so that we deliver the best to you. However, if you have received partial, void or damaged items through your order on our website directly, kindly contact the customer service team within 24 hours of the order delivery. Please keep a note of the following:
- Do not use the products
- Take proper snapshots of the products
- Keep the invoice copy with you
If, however, the order is placed through an online marketplace, please raise the issue to our customer service team. In such a case, WOW Skin Science and WOW Life Science is not responsible for any damages caused.
Change of Packaging
Packaging, bottles and communications at Vokin Biotech undergo constant innovation and changes without affecting the formulation and efficacy of the product. These changes are for seamless user experience and comply with government notifications. Presence and placements of symbols or stickers depicting the information regarding the product may vary conforming to government rules and regulations. There can be changes in the placement of sticker and symbol, but please be assured that the product is authentic and untampered.
In our new product packaging policy, we are slowly discarding outer boxes and packing material to be more eco-friendly. So, going forward you may start to receive products without its outer packaging made with paper. This reduced packaging will in no way hamper the authenticity or efficacy of the products. Reducing our carbon footprint takes us one step closer towards a greener future. Thank you for joining our efforts towards environment conservation.
Vokin Biotech reserve the right to cancel any on-going or future promotions, offers, sales, gifts and giveaways on the products without any liabilities.
For any queries feel free to reach out to our customer care team at email@example.com who will be happy to clarify your concerns.