Refund And Return Policy

Q1: What is the refund policy of Pastel Jade Skin Care?

Ans: Pastel Jade Skin Care aims to ensure the best shopping experience for our customers. However, once products are opened or used, they cannot be returned due to hygiene reasons. We do not cover damages resulting from neglect, improper usage, or incorrect application. Additionally, our policy does not include repercussions arising from specific sensitivities to a product/ingredient. We advise conducting patch tests as recommended with every product.

Q2: How do I initiate a refund claim?

Ans: To initiate a refund claim, it is mandatory to provide an unboxing video with the original packaging. Without this, any claim will be auto-rejected. Contact our customer care via WhatsApp at 7666550222 or email us at with necessary images and videos related to your claim. Please use the subject line “Refund For [Your Order Number]” for easy reference.

Q3: What should I do if my package is damaged or tampered with?

Ans: If you notice any tampering, damage, or defects in your package, kindly refuse to accept it from the delivery partner immediately. In the case of marked delivery without receiving the package, contact our customer care within 3 days. No refunds will be issued after this period.

Q4: How long does it take to receive a refund?

Ans: Once your refund claim is accepted, it may take up to 15 days for the amount to be credited back to your original payment account. For Cash on Delivery (COD) orders, refunds will be initiated to the bank account provided to our customer support team within 4-7 working days.

Return Policy

Q5: Can I return a product if it arrives damaged?

Ans: In cases of extreme damage during transit (leakage, breakage, missing items), a refund/exchange can be initiated after thorough verification of our refund policy. Please contact our customer care within 24-48 hours of receiving the damaged product.

Cancellation Policy

Q6: Can I cancel my order?

Ans: Orders can only be cancelled within 30 minutes of placing the order. Once the cut-off time limit is crossed, cancellation fees will be applicable. To cancel your order, please reach out to our customer care via WhatsApp at 7666550222 or email us at

Q7: How do I cancel an order placed by mistake?

Ans: For orders placed in error, you can cancel them yourself within 30 minutes of placing the order. After this time, cancellation fees will be applicable. Alternatively, you can reach out to our customer care via WhatsApp at 7666550222 or email us at Please note that we are only available on WhatsApp at this number; calls will not be entertained as they are automatically dropped due to being computer-generated WhatsApp messages.

Returns & Refund 

Q8: What is the return policy of Pastel Jade Skin Care?

Ans: All purchases on our website are final. We accept returns only if the product is defective or damaged, as examined and determined by our quality control team. Refunds will be issued only in the form of a Pastel Jade Coupon Code, valid for redemption on any future purchase within one month.

Q9: How should I initiate a return or exchange?

Ans: For return or exchange queries, please contact our customer service team. We recommend sharing images and videos of the issue for better assistance.

Q10: What is the deadline for reporting a damaged or defective product?

Ans: In case of a broken or damaged tool received, our exchange policy lasts for 24 hours from the day of receipt of the order. Please notify our customer service team as soon as possible upon receiving the product to initiate the exchange process.

Q11: What should I do if I receive an incomplete, partial, or wrong product?

Ans: Kindly raise a request within 24 hours of receiving the product. Ensure to attach images and videos of the outer and inner packing from all sides for our reference.

Q12: How do I address delivery issues or issues with the delivery agent?

Ans: For delivery-related issues, kindly raise the request within 24 hours of receiving the product and attach your identity and signature proof with the request.

Q13: How do I handle COD/prepaid payment issues or delays in delivery?

Ans: Connect with our customer care between 11 am to 6 pm on business days (Monday to Friday) to address these issues.

Q14: How will I receive communication regarding my return?

Ans: Once your return is received and inspected, we will send you an email notification. If your order was COD, you'll need to share bank account details with our customer care team at for refund transfer.

Q15: What should I do if I haven't received my refund yet?

Ans: If you haven't received a refund yet, please check your bank account and contact your credit card company and bank. If the issue persists, contact us at for assistance.

Q16: Are sale items eligible for refund?

Ans: Only regular-priced items may be refunded. Sale items are final and not eligible for refund or exchange unless damaged.

Q17: How do I return a product?

Ans: To return a product, mail it to Pastel Jade. For the address, email us at Note that you'll be responsible for the return shipping costs, which are non-refundable.

Please note: The Pastel Jade Team will never ask you to disclose or share personal information such as passwords, OTPs, or credit/debit card details through WhatsApp. Do not respond to WhatsApp messages requesting such information.