Refund policy

Effective date: 12 September 2026

This policy applies to products purchased directly from the madSKINN online store at https://madskinn.com and sold by Starkzapp Technologies Private Limited in connection with the madSKINN brand.

This policy contains two separate protections:

  1. The madSKINN Return, Replacement & Refund Policy for damaged, leaking, defective, incorrect, missing or other eligible order-related issues.
  2. The madSKINN 90-Day Money-Back Guarantee for eligible customers who have genuinely used our products but did not experience the results they were looking for.

PART A — RETURN, REPLACEMENT & REFUND POLICY

1. Returns, Exchanges & Change of Mind

Due to the personal-use and hygiene-sensitive nature of skincare products, we do not accept returns or exchanges merely because:

  • You changed your mind.
  • You ordered the wrong product.
  • You no longer want the product.
  • You dislike the texture, fragrance-free nature, packaging, finish or feel of the product.
  • The product has been opened or used and there is no verified quality or delivery issue.

All sales are generally final except in the situations specifically described in this policy or under the madSKINN 90-Day Money-Back Guarantee.

Nothing in this policy limits any rights available to you under applicable law.

2. Order Cancellations

We begin processing orders shortly after they are placed.

If you wish to cancel an order, please email us immediately at:

info@starkzapp.com

Use the subject:

Order Cancellation – #[Order ID]

We will try to assist if the order has not yet been processed or handed over to our logistics partner.

Once an order has been shipped, cancellation may no longer be possible.

Submitting a cancellation request does not automatically guarantee cancellation.

If madSKINN cancels an order because of stock availability, operational issues or another reason attributable to us, any eligible amount already paid will be refunded.

3. Refund for Cancelled Prepaid Orders

If an eligible prepaid order is successfully cancelled, the refund will generally be processed to the original payment method.

Once initiated, it may take approximately 5–7 business days for the amount to reflect depending on your bank or payment provider.

Where the original payment method supports refunds, we normally cannot redirect the refund to another card, bank account or payment method.

4. When Can You Request a Return, Replacement or Refund?

You may contact madSKINN if:

  • Your product was delivered damaged.
  • Your product arrived leaking or broken.
  • You received an incorrect product.
  • One or more products are missing from your order.
  • The product appears to have a genuine manufacturing or packaging defect.
  • Your shipment is confirmed as lost in transit.
  • Another verified delivery-related issue has occurred.

Product-performance or satisfaction-related claims after genuine usage are handled separately under the madSKINN 90-Day Money-Back Guarantee contained later in this policy.

5. How to Raise a Return, Replacement or Refund Request

All claims relating to damaged, leaking, incorrect, missing or defective products must be raised by email.

Please contact:

info@starkzapp.com

The request must generally be submitted within 48 hours of delivery.

Requests submitted after this period may not be eligible unless otherwise required under applicable law.

Recommended Email Subject

Please use a clear subject line such as:

Damaged Product Received – #[Order ID]

Leaking Product Received – #[Order ID]

Incorrect Product Received – #[Order ID]

Missing Product – #[Order ID]

Defective Product – #[Order ID]

6. Information Required for a Claim

Your email should include:

  • Order ID
  • Name used while placing the order
  • Registered email address
  • Registered mobile number
  • Product affected
  • Description of the problem
  • Clear photographs of the affected product
  • Clear photographs of the outer packaging
  • Photograph of the shipping label, where applicable

madSKINN may request additional photographs, videos or information where reasonably necessary to verify the claim.

If you have recorded an unboxing video, please retain it because it may significantly help us verify damaged, incorrect or missing-product claims.

An unboxing video is not automatically required in every case unless specifically requested by our support team.

7. What Happens After You Contact Us?

Once your email is received, our team will review the information provided.

We may verify:

  • Order details
  • Product purchased
  • Delivery records
  • Shipping information
  • Photographs submitted
  • Warehouse or packing records
  • Product condition
  • Any other information reasonably required to verify the issue

We aim to acknowledge eligible requests within approximately 48 business hours.

Submitting a request does not automatically mean that a refund or replacement has been approved.

8. Damaged, Leaking or Defective Products

If a product arrives:

  • Damaged
  • Leaking
  • Broken
  • Defective
  • Unusable because of a packaging or manufacturing issue

please report it within 48 hours of delivery.

Once verified, madSKINN may provide an appropriate resolution, which may include:

  • Replacement; or
  • Refund.

Please keep the affected product and its packaging until our team confirms that they are no longer required.

Do not dispose of the product while the claim is under review unless instructed by madSKINN.

9. Incorrect Product Delivered

If you receive a product different from what you ordered, contact us within 48 hours of delivery.

Please keep the incorrect product:

  • Unused
  • Untampered
  • In its original packaging where reasonably possible

Once the issue has been verified, madSKINN may:

  • Arrange a reverse pickup and send the correct product; or
  • Provide another appropriate replacement or refund.

10. Missing Product or Item

If one or more products are missing from your package, please report the issue within 48 hours of delivery.

Please provide:

  • Order ID
  • Details of the missing item
  • Photographs of the package received
  • Photographs of the products inside
  • Photograph of the shipping label

We may verify the claim using warehouse, packing, inventory and logistics records.

If the claim is approved, madSKINN may send the missing item or issue an appropriate refund.

11. Order Marked “Delivered” but Not Received

If your order is marked Delivered but has not been received, contact us at info@starkzapp.com as soon as possible and preferably within 24 hours of the delivery status update.

Use the subject:

Order Marked Delivered but Not Received – #[Order ID]

Please provide:

  • Order ID
  • Registered name
  • Registered phone number
  • Delivery address

madSKINN will investigate the issue with the courier partner.

If the investigation reasonably establishes that the order was not successfully delivered, madSKINN may provide an appropriate replacement, refund or other applicable remedy.

Claims may be declined where available information reasonably establishes successful delivery or where materially false or fraudulent information is identified.

Nothing in this section limits any rights available under applicable law.

12. Lost in Transit

If our logistics partner confirms that your order has been lost in transit, madSKINN will provide an appropriate resolution.

Depending on the circumstances, this may include:

  • Replacement; or
  • Refund of the eligible amount paid.

A shipment that is delayed is not automatically considered lost in transit.

13. Return Pickup

Where madSKINN determines that the product needs to be physically returned, we will provide return instructions.

Where serviceable, we may arrange a reverse pickup through our logistics partner.

Please keep the product securely packed for pickup.

Where reasonably available, please retain:

  • Original product packaging
  • Mono carton
  • Shipping packaging
  • Any accessories or complimentary items forming part of the order

Customers should not independently courier products to our registered office or warehouse unless instructed by madSKINN.

Where the return arises because of a verified error attributable to madSKINN, applicable return-shipping arrangements will be handled by us.

14. Inspection of Returned Products

Where a physical return is required, madSKINN may inspect the returned product before approving or completing a refund or replacement.

We may verify:

  • Correct product/SKU
  • Quantity returned
  • Product condition
  • Packaging condition
  • Whether the product has been opened or used
  • Whether the product has been altered or tampered with
  • Whether the returned item matches the original claim

Opened, used, leaking, contaminated or otherwise unsuitable cosmetic products will not be returned to saleable inventory.

15. When Return or Replacement Requests May Not Be Accepted

A standard return or replacement request may be rejected where:

  • The request is submitted more than 48 hours after delivery.
  • The product has been substantially used for reasons unrelated to the reported defect.
  • The product has been intentionally damaged.
  • The product has been altered, diluted or tampered with.
  • The product returned is different from the product originally supplied by madSKINN.
  • Required photographs or supporting information are not provided.
  • The reported issue cannot reasonably be verified.
  • The product was damaged because of misuse, negligence or improper storage after delivery.
  • The request is made only because of change of mind.
  • False or misleading information has been supplied.
  • Fraudulent or abusive use of the return process is reasonably suspected.

Missing original packaging alone will not automatically invalidate a genuine damaged or defective-product claim, although customers should retain packaging wherever reasonably possible until the matter has been resolved.

16. Opened or Used Products

Because madSKINN sells skincare and personal-care products, opened or used products cannot normally be returned for hygiene and safety reasons.

This does not prevent:

  • Genuine damaged-product claims.
  • Verified defective-product claims.
  • Leakage claims.
  • Incorrect-product claims.
  • Remedies required under applicable law.
  • Eligible claims under the madSKINN 90-Day Money-Back Guarantee.

17. Skin Irritation or Adverse Reactions

If you experience significant irritation or an unexpected adverse reaction, discontinue use of the product.

Do not continue using a product solely to complete the 90-day period under the Money-Back Guarantee.

Contact us at:

info@starkzapp.com

Please provide your order information and relevant details.

Such cases may be reviewed separately based on the circumstances.

18. Replacement Orders

Where a replacement has been approved, we will endeavour to dispatch it as soon as reasonably possible after completing the necessary verification.

Actual delivery time will depend on:

  • Product availability
  • Delivery location
  • Courier serviceability

A replacement product is not automatically eligible for another replacement unless it arrives with a separate genuine and verified issue.

19. Refunds for Prepaid Orders

Where a refund is approved for a prepaid order, it will generally be processed to the original payment method.

Once madSKINN initiates the refund, your:

  • Bank
  • Card issuer
  • UPI provider
  • Payment gateway
  • Other payment provider

may require additional time to reflect the refund.

20. Refunds for Cash-on-Delivery Orders

Cash-on-Delivery payments do not have an original online payment method to which the refund can automatically be returned.

For an approved COD refund, madSKINN may request:

  • UPI ID; or
  • Bank account details

to process the refund.

Customers may be required to provide verified payment details.

For your security, madSKINN will never ask for your UPI PIN, debit/credit card PIN, OTP, internet-banking password or other account password in order to process a refund.

21. Refund Processing Time

Once:

  • The refund has been approved; and
  • All required verification has been completed; and
  • Any required returned product has been received and inspected,

madSKINN will generally initiate the refund within 5–7 business days.

Any additional processing time required by your bank or payment provider is outside madSKINN's control.

22. Refund Amount

Approved refunds are based on the actual amount paid by the customer after applicable discounts.

Where the customer purchased products as part of a:

  • Discount
  • Bundle
  • Promotional offer
  • Coupon
  • Sale

the eligible refund will be calculated using the actual amount paid rather than the full MRP.

23. Shipping & Other Charges

Where a refund arises because of a verified error attributable to madSKINN, such as:

  • Incorrect product
  • Verified damaged product
  • Verified defective product
  • Missing product
  • Lost shipment

applicable shipping charges may also be refunded where appropriate.

In other circumstances, the following may be non-refundable unless required by applicable law:

  • Shipping charges
  • Cash-on-Delivery fees
  • Convenience fees
  • Gift wrapping charges
  • Other service-related charges

24. Free Gifts & Promotional Items

If an approved return relates to an order that included a free gift or promotional item, madSKINN may require the applicable complimentary item to be returned with the order.

Where a complimentary item is required to be returned but is not returned, its applicable value may be taken into account while calculating the eligible refund where legally permissible.

25. Promotional & Discounted Orders

Purchasing a product during a sale, discount or promotion does not remove the customer's ability to report a genuinely damaged, defective, missing or incorrect product.

However, discounted or promotional purchases are not eligible for return merely because the customer changes their mind.

Any approved refund will be based on the actual amount paid.

PART B — madSKINN 90-Day Money-Back Guarantee

We believe skincare should earn your trust — not demand it.

That's why eligible first purchases made directly from madSKINN are backed by our 90-Day Money-Back Guarantee.

Use your madSKINN products consistently and as directed. If you do not see the results you're looking for, you may submit an eligible claim under the terms below.

The 90-Day Money-Back Guarantee is separate from the standard Return & Refund Policy above.

26. Eligibility

The guarantee applies only when:

  • The products were purchased directly from madskinn.com.
  • The claim relates to the customer's first eligible purchase from madSKINN.
  • The customer has not previously received a successful Money-Back Guarantee refund.
  • The person making the claim is the person for whom the eligible products were purchased and used.

Eligibility may be checked using information including:

  • Name
  • Email address
  • Phone number
  • Delivery address
  • Order information
  • Payment information

The guarantee is limited to one successful claim per customer.

27. 90-Day Usage Requirement

The products must have been genuinely and consistently used according to the directions provided on the packaging.

To qualify, the usage and remaining product quantity should be reasonably consistent with approximately 90 days of genuine use.

Products that appear unused, almost entirely full or inconsistent with genuine use may require additional verification.

28. Claim Window

Money-Back Guarantee claims may only be submitted:

Between Day 90 and Day 105 from the date of delivery.

Claims submitted:

  • Before Day 90, or
  • After Day 105

will normally not qualify for the guarantee.

29. Proof of Genuine Usage

Customers will be required to provide information including:

  • Order ID
  • Registered email address
  • Phone number
  • Products included in the claim
  • Photographs of the products
  • Photographs showing the remaining product quantity
  • A short explanation of their experience

Customers must also provide:

Before-Use Photographs

Photographs should preferably be taken within 7 days of delivery and before beginning consistent use of the products.

After-Use Photographs

Photographs should show the same person after approximately 90 days of use.

Photographs should:

  • Be clear
  • Show the relevant area properly
  • Be reasonably well-lit
  • Be original
  • Not use beauty filters
  • Not contain misleading editing
  • Not use AI enhancement that materially changes the appearance of the skin

madSKINN may request additional photographs or information where reasonably necessary to verify a claim.

30. Genuine Product Usage

To qualify:

  • Products must have been used consistently as directed.
  • A substantial amount of the product should have been used in a manner consistent with the recommended routine.
  • Products must not have been intentionally emptied solely to qualify for a refund.
  • Products must not be diluted.
  • Products must not be transferred into another container.
  • Products must not be intentionally damaged or tampered with.
  • The information submitted must be genuine and accurate.

31. Product Return Under the Guarantee

In certain cases, madSKINN may require the remaining product and/or packaging to be returned before completing the refund.

If requested, the customer must dispatch the requested items within 7 calendar days of receiving the return instructions.

Do not send products back without first receiving instructions from madSKINN.

32. Refund Amount Under the Guarantee

An approved Money-Back Guarantee refund is based on the actual amount paid for the eligible product or products after applicable discounts.

It is not based on the product's full MRP where the customer purchased it at a discounted price.

For discounted bundles, combo offers or promotional purchases, the refund may be calculated using the amount actually paid and the value attributable to the eligible products.

Where the entire eligible bundle qualifies for an approved refund, the refund will be based on the eligible amount actually paid for that bundle.

Unless otherwise required by law, the following are generally not included:

  • Shipping charges
  • Cash-on-Delivery charges
  • Convenience fees
  • Gift wrapping
  • Promotional service fees

33. Refund Processing Under the Guarantee

Once:

  • The claim has been approved, and
  • Any requested return has been received and verified,

madSKINN will generally process the refund within 5–7 business days.

Prepaid refunds will generally be returned to the original payment method wherever possible.

Approved COD refunds may require verified UPI or bank details.

34. Products Not Covered by the Guarantee

Unless expressly stated otherwise, the 90-Day Money-Back Guarantee does not apply to:

  • Free gifts
  • Samples
  • Promotional giveaways
  • Products purchased from Amazon, Flipkart or other third-party marketplaces
  • Products purchased from unauthorized sellers
  • Corporate purchases
  • Wholesale purchases
  • Bulk orders
  • Products obtained without payment
  • Products intentionally damaged or misused
  • Products stored improperly
  • Claims where required supporting information is not provided

35. Abuse & Fraud Prevention

To keep the guarantee fair for genuine customers, madSKINN may reject claims involving:

  • False or misleading information
  • Altered or misleading photographs
  • Multiple identities or accounts used to obtain repeat refunds
  • Multiple claims connected to the same customer where the guarantee has already been successfully used
  • Manipulation of product quantity
  • Fraudulent, abusive or suspicious behaviour
  • Intentional misuse of the guarantee
  • Refusal to provide reasonably requested verification information

36. Claim Verification

Every claim is reviewed individually.

Submitting a claim does not automatically guarantee approval.

madSKINN may verify:

  • Shopify order records
  • Delivery date
  • Customer identity details
  • Previous claims
  • Product usage
  • Photographs
  • Remaining product condition
  • Other relevant information reasonably required to verify eligibility

Claims will be assessed according to the published terms of the guarantee and applicable law.

37. Privacy of Claim Information

Photographs, order information and other information submitted as part of a Money-Back Guarantee claim may be used for:

  • Claim verification
  • Fraud prevention
  • Customer support
  • Product quality analysis
  • Product improvement

We will not use customer photographs for advertising, social media, testimonials or other marketing purposes without explicit permission.

How to Claim the 90-Day Money-Back Guarantee

Step 1 — Use the Products

Use your eligible madSKINN products consistently and according to the directions provided for 90 days.

Step 2 — Keep Your Before & After Photos

Take your before-use photographs near the beginning of your routine and your after-use photographs around Day 90.

Step 3 — Check Your Eligibility

Visit the 90-Day Money-Back Guarantee page on madskinn.com.

Complete the eligibility checklist.

All required eligibility confirmations must be completed before the claim form becomes available.

Step 4 — Submit Your Claim

Click Submit Claim and complete the madSKINN Money-Back Guarantee Claim Form.

You may be asked to provide:

  • Order ID
  • Registered email address
  • Phone number
  • Delivery information
  • Products being claimed
  • Before photographs
  • After photographs
  • Current product photographs
  • Remaining-product photographs
  • Details about your usage
  • A short explanation of your experience

Step 5 — Review

Our team will review the submitted information and may contact you if additional verification is required.

Step 6 — Refund

If your claim is approved, and any requested return requirements have been completed, the eligible refund will generally be processed within 5–7 business days.

Important Difference Between Returns and the 90-Day Guarantee

A standard Return & Refund request covers issues such as:

  • Damaged products
  • Leakage
  • Wrong items
  • Missing items
  • Verified defects
  • Delivery-related problems

The 90-Day Money-Back Guarantee covers eligible customers who have genuinely used the products consistently but did not experience the results they were looking for.

A product-performance or satisfaction claim should therefore be submitted through the 90-Day Money-Back Guarantee process, rather than through the standard return process.

Contact Us

For return, replacement, refund, damage, delivery or Money-Back Guarantee questions:

Email: info@starkzapp.com
Contact Form: https://madskinn.com/contact

Registered Business:
Starkzapp Technologies Private Limited

GSTIN:
29ABGCS2515N1ZX

Registered Address:
44 - 3rd Cross,
Marathahalli, Bengaluru,
Karnataka – 560037, India

Policy Updates

We may update this policy from time to time to reflect changes in our operations, products, customer experience or applicable requirements.

The version of the policy published on madskinn.com will apply subject to applicable law.