1. Order Cancellations

Once an order has been successfully placed, payment confirmed and processing has begun, the order generally cannot be cancelled.

Please check your products, quantities, shades, delivery address, phone number and payment details carefully before completing checkout.

2. Return Eligibility

Due to hygiene and safety considerations, we do not accept general returns of cosmetic products after delivery simply because of a change of mind or personal preference.

A return, exchange or replacement may be considered where the product:

• Arrives damaged.
• Is defective.
• Is expired at the time of delivery.
• Is different from the product confirmed in your order.
• Is otherwise eligible for a return or remedy under applicable consumer protection law.

3. Opened & Used Cosmetic Products

For hygiene and safety reasons, cosmetic and personal-use products that have been opened, unsealed or used generally cannot be returned simply because the customer no longer wants the product or it does not meet a personal preference.

This does not remove any applicable rights where a product is defective, damaged, incorrectly supplied or otherwise covered by applicable consumer protection law.

4. How to Request a Return or Exchange

To request a return, replacement or exchange for an eligible product, please contact us within the applicable reporting period.

Your request should include:

• Your order number.
• Your name and contact details.
• A clear description of the issue.
• Photographs of the affected product.
• Photographs of the outer packaging.
• A photograph of the shipping label where relevant.
• An unpacking or unboxing video, if reasonably available.

Please do not send a product back before receiving confirmation from Poppy Cheeks.

5. Returning an Approved Product

If your return or exchange request is approved, our team will provide the appropriate return instructions and return address.

The product should be returned in the condition reasonably required for verification, along with its original packaging, accessories or other supplied items where applicable.

An exchange, replacement or refund will normally be processed only after the returned product has been received and reviewed by Poppy Cheeks.

6. Damaged, Defective or Expired Products

If you receive a damaged, defective or expired product, please notify us within 48 hours of delivery.

Once the issue has been verified, Poppy Cheeks may arrange an exchange, replacement or another appropriate remedy depending on the circumstances and product availability.

Verified damaged or defective products are generally handled through replacement or exchange first.

7. Incorrect Product Received

If you receive a product different from the item shown in your confirmed order, please contact us within 48 hours of delivery.

Please provide your order number and clear photographs of the item received.

Once verified, we may arrange a return, replacement, exchange or another suitable resolution.

8. Missing Items

If your package is delivered but an item listed in your confirmed order is missing, please contact us as soon as reasonably possible.

We may ask for photographs of the package, shipping label and any available unpacking evidence before confirming the appropriate resolution.

9. When a Refund May Be Considered

Subject to verification and applicable law, a refund may be considered where:

• Your order has not been delivered within 30 days because of a dispatch delay attributable to Poppy Cheeks.
• Your delivery location is not serviceable by our courier partners and we cannot fulfil your order.
• Poppy Cheeks cancels an order because the product is unavailable.
• Payment was collected but the order cannot be fulfilled because of a confirmed technical or processing issue.
• A verified returned product cannot be replaced or exchanged.
• A refund or other remedy is required under applicable consumer protection law.

10. When Returns or Refunds Are Generally Not Available

Subject to applicable consumer rights, a return or refund will generally not be provided where:

• A cosmetic product has been opened, unsealed or used and there is no verified defect, damage or fulfilment error.
• You change your mind after receiving the correct product.
• The product does not meet personal expectations or preferences even though it was supplied correctly as described.
• An incorrect or incomplete delivery address was provided by the customer.
• The recipient was unavailable to receive the delivery.
• Delivery was refused without an eligible reason.
• The returned product shows signs of customer misuse, tampering or avoidable damage.
• The product has been used incorrectly or contrary to the supplied instructions.
• The return request does not meet the eligibility conditions described in this policy.

11. Refund Method

Where a refund has been approved, the applicable amount may be returned using an appropriate method such as:

• Refund to the original payment method, where supported.
• Direct bank transfer, where appropriate.
• Store credit, where agreed with the customer.

The available refund method may depend on the original payment method, payment gateway capabilities and the circumstances of the refund.

Your bank, card provider, UPI service or payment gateway may require additional time after initiation before the amount appears in your account.

12. Failed or Duplicate Payments

If your account is charged but you do not receive an order confirmation, please contact us before making another payment where possible.

If a duplicate payment or unsuccessful order transaction is confirmed, we will review the transaction and coordinate the appropriate refund or resolution with the payment provider.

13. Failed Delivery & Returned Shipments

Customers are responsible for providing complete and accurate shipping information when placing an order.

Poppy Cheeks may not be responsible for failed delivery caused by:

• Incorrect shipping address.
• Incomplete shipping address.
• Incorrect phone number.
• Recipient unavailability.
• Refusal to accept the package.
• Failure to respond to courier communication.

If a shipment is returned to Poppy Cheeks because of incorrect customer-provided information or recipient unavailability, additional shipping charges may apply if redispatch is requested.

14. Delivery Delays & Events Outside Our Control

Delivery timelines may occasionally be affected by circumstances outside our reasonable control, including severe weather, natural disasters, strikes, courier network disruption, transportation restrictions, public emergencies, governmental action or similar events.

We will make reasonable efforts to assist customers affected by significant delays, but such delays may not automatically qualify for a return or refund unless required under applicable law or otherwise confirmed by Poppy Cheeks.

15. Return & Refund Verification

Return, refund, exchange and replacement requests may be reviewed before approval.

We may request reasonable information necessary to verify:

• The order and transaction.
• The identity of the purchaser where reasonably necessary.
• The condition of the product.
• The reason for the return, refund or exchange request.
• The nature of any damage, defect or fulfilment error.
• Supporting photographs, videos or other evidence.

Approval or further instructions will normally be communicated using the contact details associated with the order.

16. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude or limit any mandatory rights or remedies available to customers under applicable consumer protection law.

Where any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will take precedence.

17. Changes to This Policy

Poppy Cheeks may update this Return, Refund, Cancellation & Exchange Policy from time to time to reflect changes in our products, payment systems, courier arrangements, business operations or applicable requirements.

The latest version published on this page will apply from the stated updated date.