Refund Policy

Returns & Refund Policy

If you claim a leakage in the product or if it was damaged during the delivery process, please send us an email with the following details, within 48 hours of the delivery date. We will issue a product exchange for any product that is returned in a saleable and undamaged condition, in its original packaging and can be verified to be damaged/faulty. Please allow one to three weeks from the day you return your package, for your exchange request to be fully processed and closed. 

Please write to us within 48 hours of receiving the product that you would like to exchange or refund at hello@drsu.in with the following details:

• Invoice number 
• Details of your request or complaint
• Images or videos to support the complaint with Batch details clearly visible as below, without which we cannot process the request
• In case the product is not sealed/ leakage/ broken products –clear images or video of the non-sealed/ leaking/ broken products along with clear images or video of spillage (if any) and outer packaging images too. Please also send images to show seal has been tampered with if that is the claim along with the above.
• In case the product received is empty or volume of the product is less or product is missing in the package or a wrong product has been delivered- clear images or video of the empty/ faulty/ product with less volume/ or product missing/ or wrong product delivered along with clear images or video of spillage (if any wherever applicable) and outer packaging images too.

Once all the details are received, it would take our team 3 working days to revert on the complaint/ query/ issue. In case an exchange is approved for your complaint, you will be informed of the same with an authorization number, and a reverse pick-up of the product will be arranged. In the case of a product refund, once your request is approved the refund will reflect in your account within 10-15 working days and you will be sent an email confirming the same.

All products to be exchanged must be sent back to us packed in the same packaging as it was received in and physically accompanied in the reverse pick-up by the original receipt and a document that states the following:

• Address of dispatch
• Name & Address of the customer
• Order number
• Contents of the package

Please also email this document and share an image of the reverse pick-up consignment (inside and outside packaging) with our Customer Care representative who you have been in touch with on email.

Once the package is received by our warehouse team the exchange order will be processed within 24 hours. You will then be informed of the new consignment tracking details. 

No cash refunds are permitted.

Product Quality Related Complaints

In the case of a product quality concern, please send us an email at hello@drsu.in.in within 7 days of the date of receipt of the product and with the following details. We shall take 24 to 48 hours to review the email and revert back:

• Order number
• Product that is highlighted for quality issue
• Details of your Request 
• Images or videos to support the complaint along with an image of the back label of the product where the Batch details are clearly visible