Refund policy

Return & Refund Policy

Last Updated: February 09, 2026

At Operio, customer satisfaction is important to us. Please read our Cancellation, Return, Refund, and Exchange policies carefully before placing an order.

1. Order Cancellation Policy

We understand that plans can change, and you may need to cancel an order.

Before Dispatch

  • Orders can be cancelled only if they have not been dispatched.

  • To request a cancellation, contact our customer support team:

After Dispatch

  • Orders that have already been dispatched cannot be cancelled.

  • For orders already in transit, we may attempt cancellation, but cancellation is not guaranteed once the shipment is handed over to our delivery partners.

Combo Orders

  • Combo orders cannot be partially cancelled.

  • If cancelled, the entire combo order must be cancelled.

2. Returns & Exchange Policy

We accept returns within the following timelines from the date of delivery:

  • Within 48 hours – for damaged or defective products

  • Within 7 days – for general returns

Eligible Reasons for Return

Returns are accepted only for the following reasons:

  • Damaged or defective products

  • Incorrect product delivered

  • Missing items

  • Quality concerns

  • Expired products

  • Authentication-related issues

Return Requirements

To process a return request, customers must provide:

  • A clear unboxing video showing the Operio seal

  • Clear images or videos highlighting the issue

  • Order ID

  • Original invoice

  • Product must be returned in original packaging with seals intact

Non-Returnable Items

Returns will not be accepted for:

  • Used or opened products

  • Products damaged due to customer mishandling

  • Products without original packaging, tags, or seals

  • Items returned after the return window has expired

3. Refund Policy

We aim to make the refund process smooth and transparent.

Refund Timeline

  • Refunds are processed within 2–3 business days after approval.

  • Refunds are credited to the original payment method.

  • For Cash on Delivery (COD) orders, refunds are issued via bank transfer.

Refund Deductions

  • A ₹200 processing fee will be deducted for general returns.

  • No deductions apply for defective or damaged products.

4. Exchange Policy

  • Exchange requests must be raised within 7–10 business days from delivery.

  • To initiate an exchange, contact our customer support team with:

    • Order details

    • Photos or videos of the product

Exchange Process

  • Once approved, a pickup will be scheduled:

    • Free pickup for defective items

  • Exchange products will be shipped within 5–7 business days after quality verification.

  • Exchange shipping charges of ₹100 apply for non-defective products.

5. Returns, Replacements & Missing Items Policy

  • An unboxing video is mandatory for claims related to damaged or missing items.

  • The video must clearly show:

    • The sealed package

    • The unboxing process

    • The visible issue (damage or missing product)

⚠️ Claims without an unboxing video will not be accepted.
Replacements will be processed only if the issue is clearly visible in the video.

6. Video Consultation Policy

Operio offers video consultations with expert dermatologists.

  • Flexible appointment scheduling

  • Follow-up consultations available

  • All consultations are conducted by qualified medical professionals

  • Personalized advice is provided based on individual needs

7. Contact Information

For any queries, support, or assistance, please contact us:

Email: support@operioindia.com
Phone: +91 91065 80858
Business Hours: Monday to Friday, 10 AM – 6 PM

Physical Address

Operio (Pramukh Enterprise)
Plot No. C/9, Ground Floor,
Mital Park Co-Op Housing Society, Simada,
Surat, Gujarat – 395006
India

8. Policy Updates

Operio reserves the right to modify or update this policy at any time.
The latest version will always be available on our website.