Refund policy

We at THE FORMULARX always strive to provide you with the best customer experience. In case of any concern or query, we always encourage you to personally reach out to us at support@theformularx.com.

 

General Conditions

  • Opened, used, or damaged products cannot be reused or resold for hygiene reasons; therefore, we do not accept exchange or return of opened or used products, except in the cases specified in Section 2 below.
  • Orders once shipped are not eligible for cancellation.
  • Damages due to neglect, improper usage, or wrong application will not be covered under this policy.
  • THE FORMULARX is not responsible for any damage caused after the products are delivered.
  • All our products are formulated using well-researched ingredients. However, customers are requested to conduct a patch test before using the product. If any irritation or adverse reaction appears, discontinue use and consult a dermatologist.
  • All disputes are subject to the jurisdiction of courts in Uttar Pradesh.

Eligible Cases for Refund / Replacement

We offer refunds or replacements only in the following cases:

  • You received a wrong product (different SKU or variant from what was ordered)
  • You received an expired product
  • You received a spilled, leaking, or physically damaged product due to transit/handling

Defective Products: If the product you received is defective in any manner listed above, please contact us at support@theformularx.com within 24 hours of delivery and we will review your case. A defective product will be eligible for replacement or refund at our discretion.

 

How to Raise a Return / Refund Request

For wrong shipment: Please raise a return/replacement request within 24 hours from the date of delivery. To initiate, email support@theformularx.com with:

  • Your order number
  • A clear description of the issue
  • Photographs / video of the wrong/damaged/expired product and the packaging label

For spilled or missing products: Refunds will only be processed if an unedited, unpaused unboxing video is sent to us within 24 hours of delivery, clearly showing the condition of the package at the time of opening. Our team will review the video and revert within 48–72 hours.

 

Return Process

Please allow us 48–72 hours to review your request. If the issue is verified, we will:

  • Ship the correct replacement product, OR
  • Initiate a refund to the original payment source

Refund Timeline

In accordance with Reserve Bank of India (RBI) guidelines and the Consumer Protection (E-Commerce) Rules, 2020:  For prepaid orders (debit card, credit card, UPI, net banking): refunds will be initiated within 48–72 hours of approval and credited to your original payment source within 5–7 working days thereafter, depending on your bank. 

 

Non-Returnable / Non-Refundable Items

The following are not eligible for return or refund:

  • Products purchased from third-party platforms, pharmacies, or resellers (only direct purchases from www.theformularx.com are covered)
  • Products returned without prior written approval from our support team
  • Products returned beyond the applicable claim period
  • Products with tampered or missing batch number/MRP labels

Exchanges: We do not offer product exchanges (i.e., swapping one product for a different one). In case of a defective or wrong product, we offer a replacement of the same product or a refund. If you wish to purchase a different product, please place a new order on our website.

 

Third-Party Purchases

We do not take responsibility for the authenticity, quality, and packaging issues of our products if they are purchased from third-party websites, pharmacies, grocery shops, or through a third person. This Return & Refund Policy applies only to purchases made directly at www.theformularx.com.

 

Grievance Redressal

We have designated a Grievance Officer to handle consumer complaints: Grievance Officer — Mr. Charan Dass, G248, Sector 63, Noida, Uttar Pradesh - 201301. Email:charan@theformularx.com. Hours: Monday to Friday, 10:00 AM – 6:00 PM IST. All complaints will be acknowledged within 72 hours and resolved within 30 days.