FAQ

1. How can I cancel my order?

• If the order or the item(s) that you want to cancel have not been shipped yet, you can cancel the order by informing our team through an email on orders@ponds.in or call us at 18008330506.

• In such cases, the order will be cancelled and will initiate the refund within 48 business hours post the cancellation request.

Note: Returns will not be accepted under the following conditions: -Product is damaged due to misuse/overuse -Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged -Serial Number is tampered -Product is used or altered -If request is initiated after days of order delivery.

2. How long does the return process take?

• Pick-up of the product will be done within 5-7 days of you raising a return request. Please keep the product ready and our delivery partner will arrive for pick-up with necessary documentation.

3. How can I track my return status?

• Once we have received your returned order, we'll take the necessary action and we'll update you through email.

4. When and how can I get a refund?

• In case of cancellation before shipment, we will process the refund within 48 business hours after receiving the cancellation request.

• In case of cancellation request for orders already shipped, refund will be initiated after the product is delivered back to us and the quality of the products are verified.

• Within 7-10 business days from the day of initiating the refund, you should receive a refund via the initial method of payment used to place the order.

• For COD orders, please mention your bank account details for crediting the refund amount.

5. Can I return part of my order?

• Yes. A return can be created at an item level. You can initiate a return/replacement/refund for any individual item by following the process mentioned under:-

This process can be done with few simple steps:

Step 1: Within days of receiving the order, follow one of the following steps:

a. Contact our Customer Support team via email on orders@ponds.in
b. Call our customer care at 18008330506.

Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference through email.

Step 3: We will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Please Note: Returns will not be accepted under the following conditions:

• Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged

• Product is damaged due to misuse/mishandling

• Product is used or altered by customer.

• If request is initiated after 5 business days from date of delivery

If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

6. How will I get refunded for the returned orders and how long will this process take place?

• In case of cancellation before shipment, we will process the refund within 48 business hours after receiving the cancellation request.

•.In case of cancellation request for orders already shipped, refund will be initiated after the product is delivered back to us and the quality of the products are verified.

• Within 7-10 business days from the day of initiating the refund, you should receive a refund via the initial method of payment used to place the order.

• For COD orders, please mention your bank account details for crediting the refund amount

7. How can I change address or phone number in Order?

• If you wish to change address or phone, you can connect us on order@ponds.in and call on 18008330506. If your order is not shipped, our team shall make the necessary changes. You cannot change the address once the order is shipped.

8. How do I check the current status of my order?

• You can review the status of your orders by visiting the "Order History" tab in your "My Account" page and you can instantly see the status of a specific order and all your past orders.

• Once the order is shipped, the order will have a 'shipped' status. You can track in detail through the tracking details shared on your registered phone number.

9. Why is my order not showing?

• You can track all your orders from the 'Order History' option under 'My Account'. If your most recent order is not showing after successful payment, please do not worry and contact us on order@ponds.in or call us at 18008330506.

10. What do I do in cases of failed delivery?

• In case of any concern with delivery of your order, you can contact us on order@ponds.in or call us at 18008330506.

11. What if I used coupon codes or gift card or reward points and I have to cancel the order?

• Coupon codes are intended for one-time use only and shall be treated as used even if you cancel the order.

12. Do I have an option to replace a product?

• No, currently you can only return but not replace. You may place a fresh order for the products you need.

13. How do I pay for a Pond's purchase?

Ponds offers you multiple ways to pay securely. These include:

• Debit and Credit Cards

• Net banking

• Wallets

• UPI

• Cash on Delivery

14. What if I have forgotten my account password?

• When signing in you can click on the forgotten password link below the sign up area.

• You will be redirected to a new page where you will be instructed to fill in your registered email address.

• You will receive an email with a link to reset password.

15. How will my personal information be used?

• Please refer Unilver Privicay Policy for the way we deal with and handle your personal information. The link for the same is https://www.unilevernotices.com/india/english/privacy-notice/notice.html

16. How Does Pond's use my cookie information?

• Please refer to the Unilever Cookie policy by clicking on https://www.unilevernotices.com/india/english/cookie-notice/notice.html

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