Refund policy

Refund & Cancellation Policy

Thank you for shopping with Pastel Jade. We're committed to quality products and a smooth experience. Please read our policy carefully before purchasing.

1. Order Cancellation

  • Orders can be cancelled free of cost within 30 minutes of placing them.

  • After 30 minutes, a cancellation fee of ₹75 (plus 2.5% payment gateway charge) applies.

  • If the order has already been dispatched, it cannot be cancelled. If it's returned to us after shipping, ₹200 will be deducted from your refund.

  • To cancel, contact us on WhatsApp at 7666550222 or email info@pasteljade.com.

2. Refund & Return Policy

  • All sales are final. Once a product is opened or used, it cannot be returned, due to hygiene reasons.

  • If a product doesn't suit your skin, this isn't eligible for a return — we always recommend a patch test before use.

  • Refunds/exchanges are only accepted if you received a damaged, defective, or wrong product, as verified by our quality team.

  • You must report the issue within 24 hours of delivery, along with a clear unboxing video showing the original packaging (all sides, labels, and tape intact). Claims without this video will be auto-rejected.

  • Once approved, refunds are credited within 15 days. For COD orders, refunds are processed to your bank account within 4–7 working days after you share your details.

3. Damaged or Tampered Packages

  • If your package looks tampered or damaged on delivery, please refuse to accept it.

  • If you've already accepted it, report the issue within 24 hours (for damaged items) or 3 days (for missing/undelivered packages) — after this, we can't process a claim.

4. Contact Us:

  • Email: info@pasteljade.com | WhatsApp: 7666550222

  • We respond within 48–72 business hours, Monday to Friday, 11 AM – 6 PM.

  • For refund claims, use the subject line "Refund For [Your Order Number]" in your email.