At www.dmoraa.com, we offer high-quality skincare products that are formulated with clinically trusted ingredients and designed to deliver real results. We are committed to ensuring that every customer has a positive experience with D'Moraa. To ensure the best experience for all our customers, we have put in place a clear and fair Return, Refund & Cancellation Policy.

We request you to read this Policy carefully before placing an order. By placing an order on our Platform, you acknowledge that you have read, understood, and agree to be bound by this Policy.

No Returns for Opened or Used Products: Due to the hygiene and safety nature of skincare products, we are unable to accept returns for products that have been opened, used, or tampered with. We strongly encourage you to perform a patch test and follow usage instructions provided on the product packaging.

Returns Accepted Only in the Following Cases: We accept return requests only if:

•     The product received is physically damaged or the packaging is tampered with at the time of delivery.

•     The product received is defective or not functioning as described.

•     The product received is different from what was ordered (wrong item delivered).

•     The product received is expired or past its printed expiry date at the time of delivery.

•     The product received has a quantity or component missing from the order.

 

To raise a return or replacement request, please contact our customer support within the eligible timeframes mentioned above. You can reach us through any of the following channels:

•     WhatsApp: [Your WhatsApp Number]

•     Email: support@dmoraa.com

•     Through the Contact Us page on www.dmoraa.com

 

When raising a return request, please share the following details:

1.   Your Order ID and the name of the product.

2.   Clear photographs of the delivered product showing the issue, the outer packaging/shipping box, and the product label with batch ID.

3.   A brief description of the problem.

4.   Your registered name, contact number, and delivery address.

 

Our customer support team will review your request and respond within 48 hours. Once the return is approved, we will arrange a reverse pickup from your delivery address within 3–5 business days. In locations where reverse pickup is not serviceable, you may be requested to ship the item via a reputable courier, and we will reimburse reasonable courier charges upon receipt.

Once the returned product is received at our facility, it will be inspected by our quality assurance team. A refund or replacement will be initiated based on the outcome of the inspection and the nature of the issue reported.

Refund Timelines

 

Payment Method	Refund Mode	Timeline
Credit / Debit Card	Back to original card	5–7 business days after approval
UPI / Net Banking	Back to source account	5–7 business days after approval
Cash on Delivery (COD)	Bank transfer or UPI	7–10 business days after approval
Wallet / Prepaid	Back to original wallet	3–5 business days after approval

 

 

In the event that the inspection reveals that the product was not defective or the return does not qualify under our Policy, the product will be sent back to the customer and no refund will be issued.

Partial Refunds

In certain cases, a partial refund may be issued — for example, where only a part of a combo order is damaged or missing. The refund amount will correspond to the value of the specific item(s) affected, calculated at the price paid at the time of purchase.

Refund Status

You can check the status of your refund by contacting our support team at support@dmoraa.com or via WhatsApp at [Your WhatsApp Number] with your Order ID. Once the refund is processed from our end, the credit timeline depends on your bank or payment provider, which is outside our control.

Cancellation by Customer

You may cancel your order only before it has been dispatched from our facility. To cancel, please contact us immediately after placing your order via WhatsApp or email at support@dmoraa.com with your Order ID and cancellation request.

Once an order has been marked as "Shipped" or "Out for Delivery," it cannot be cancelled. In such cases, you may refuse to accept the delivery at the door. Once the order is marked as Return to Origin (RTO) by our courier partner, we will initiate a full refund for prepaid orders within 7 business days.

Cancellation by D'Moraa

D'Moraa Personal Care reserves the right to cancel any order in the following circumstances:

•     The product is out of stock or discontinued after the order was placed.

•     A pricing or product description error is identified before dispatch.

•     Suspected fraudulent activity or misuse of promotional offers is detected.

•     Delivery to the provided address is not feasible or serviceable by our courier partners.

•     Failure to confirm payment or delivery information within a reasonable period.

 

In all such cases, the customer will be notified promptly via email or WhatsApp, and any payment made for the cancelled order will be refunded in full within 7 business days.

We currently do not process product exchanges for reasons such as personal preference, skin sensitivity, or change of mind. Exchanges are only permitted if the product received is damaged, defective, incorrect, or expired, as detailed under the Return Policy section above.

In such eligible cases, a replacement of the same product will be dispatched once the original is returned and verified. Replacement is subject to stock availability. If the product is unavailable, a full refund will be issued instead.

In the rare event that you receive a damaged, defective, or tampered product, we sincerely apologise for the inconvenience. Please follow these steps:

5.   Do not use the product. If the seal is broken, the packaging is visibly damaged, or the product appears compromised, please set it aside immediately.

6.   Contact us within 48 hours of delivery via WhatsApp aor email at support@dmoraa.com.

7.   Share clear photographs of: (a) the damaged product, (b) the outer shipping box and packaging material, and (c) the shipping label and batch ID on the product.

8.   Provide your Order ID, name, and contact number.

 

Our team will assess the issue within 48 hours and provide a resolution, which may include a replacement or a full or partial refund, depending on the nature and extent of the damage. We strive to make this process as smooth and hassle-free as possible for you.

If you experience a quality concern — such as a change in texture, colour, or smell that appears abnormal compared to product descriptions — please contact us with the following:

•     Photographs of the product showing the quality concern.

•     The batch ID printed on the product packaging.

•     The shipping label from your delivery.

•     A description of the quality issue observed.

 

Our quality team will review your concern carefully. Please note that minor variations in colour, texture, or fragrance can occasionally occur due to natural ingredients and are not indicative of a defective product. However, if a genuine quality issue is confirmed, we will offer a replacement or refund accordingly.

This Return, Refund & Cancellation Policy applies only to orders placed directly through www.dmoraa.com. If you have purchased D'Moraa products through Amazon India or Flipkart, please raise your return or refund request directly through those platforms in accordance with their respective return policies. D'Moraa Personal Care has no ability to process refunds or returns for marketplace orders.

Nothing in this Policy is intended to limit or exclude your statutory rights as a consumer under the Consumer Protection Act, 2019 or any other applicable Indian consumer protection legislation. If you believe your consumer rights have been violated, you may contact our Grievance Officer or approach the relevant consumer forum.

 

Summary of eligible return/refund/cancellation scenarios:

 

Scenario	Resolution
Damaged product at delivery	Replacement or full refund (report within 48 hours)
Wrong product delivered	Replacement of correct product or full refund
Expired product at delivery	Full refund or replacement
Missing item in order	Missing item dispatched or partial refund
Defective product	Replacement or full refund after quality inspection
Order not yet dispatched	Full cancellation and refund within 7 business days
Order refused at delivery (COD)	Refund processed after RTO confirmation
Opened or used product	Not eligible for return or refund
Change of mind / personal preference	Not eligible for return or refund

We value your trust and are committed to resolving any concerns quickly and fairly. For any queries related to returns, refunds, or cancellations, please do not hesitate to contact us:

Email: dmoraa.personalcare@gmail.com

Website: www.dmoraa.com

 

Thank you for shopping with D'Moraa. We appreciate your trust and are here to ensure your skincare journey is smooth, safe, and satisfying.