Forever Skin Xpert ("FSX"), operated by Sagun Medixsystem, wants you to shop with confidence. This policy explains how cancellations, returns, exchanges, and refunds work.
Order cancellation
You can cancel an order any time before it is dispatched by contacting us — we'll refund any amount paid in full. If an order has already been processed, you may refuse delivery at your doorstep to cancel it. Once an order is successfully delivered it is considered complete and non-cancellable; any further request is handled under the return section below.
Combo packs and bundles cannot be partially cancelled — cancelling one item cancels the whole combo. If a courier cannot deliver (delivery failure, address issues, or reasons beyond our control), the order is automatically cancelled once it returns to and is verified at our warehouse.
Returns & exchanges
Returns are accepted under two categories. Please check which one applies to you:
Category A — Product-concern returns (within 2 days)
If your order is damaged or broken, the wrong item, missing from the package, an empty box, expired, used/opened/tampered, or you have an authenticity or quality concern, raise a return request within 2 (two) days of delivery. To validate the claim we require an unboxing video showing a 360° view of the sealed package, the intact seal/tape, the full uninterrupted unboxing, and a clear capture of the issue. Returned items must be in their original packaging with labels, barcodes, and safety seals intact.
Category B — General returns (within 5 days)
Changed your mind? You can raise a general return within 5 (five) days of delivery, provided the product is unused, unopened, and in its original packagingwith all seals, barcodes, and labels intact. For general (non-defective) returns a flat ₹300 is deducted from the refund as return handling; if you request a replacement instead, a ₹150 re-shipping fee applies (subject to stock).
Non-returnable items
For safety, hygiene, and compliance, the following are not returnable:
- Injectables and temperature-sensitive / cold-chain products;
- Products that have been used, opened, altered, or tampered with;
- Items returned without original packaging, tags, seals, or documentation;
- Items with a missing or tampered barcode / safety seal;
- Prescription / professional-use and "price on request" items;
- Products with a shelf life of less than 4–6 months from the order date (unless received in compromised condition);
- Requests raised after the Category A or B return window has expired.
Refunds
For cancelled orders, refunds are initiated within 24–48 business hours of the product being received and verified at our dispatch centre, and credited to the original payment method (via Razorpay) within 5–7 business days. For Cash-on-Delivery orders, refunds are made by bank transfer to details you provide. Original shipping charges are non-refundable except where the return is due to our error.
How to request
Email support@foreverskinxpert.com or WhatsApp +971 55 357 2511 with your order number and reason.