Cetaphil Moisturising Lotion 118 ml for Dry to Normal and Sensitive Skin with Niacinamide and Panthenol

Refund, Return & Cancellation Policy
Effective Date: September 14, 2026

Cancellation Policy

1. Cancellation Window — Orders can only be cancelled within 24 hours of placing the order. After 24 hours, cancellation requests will not be accepted as the order enters our sourcing and shipping pipeline.
2. Cancellation Refund — All cancellation refunds are issued as Dropy Store Credit only, not to the original payment method. Store credit has no minimum spend, no expiry, and can be used in full on any single order at dropy.in. If the customer requests a refund to the original payment method instead of store credit, a 5% processing fee will be deducted from the refund amount to cover payment gateway and administrative charges.

High-Value Orders (Above ₹10,000)

For orders above ₹10,000 where a partial advance payment is collected:

1. Order cancellation is allowed only within 24 hours of placing the order.
2. After 24 hours, the advance amount will not be refunded, as procurement of the product is initiated immediately.

Buyer Protection

Order delivered not as described? Full refund — guaranteed. If the product you receive does not match what is shown or described on dropy.in — including wrong product, different variant, missing components, or significantly different appearance — we will issue a full refund to your original payment method. No 5% processing fee. No store credit restriction. No questions asked. Simply send product images for verification to [email protected] or WhatsApp +91 98679 96311 within 3 days of delivery.

Return Policy

1. Return Window — You have 3 days after receiving your item to report an issue.
2. Return Eligibility — Returns are accepted only for products that arrive damaged, defective, or incorrect. Returns for personal reasons or change of mind are not accepted.
3. Non-Returnable Items — The following categories cannot be returned under any circumstances: supplements, beauty products, personal care items, hygiene products, food items, perishable goods, gift cards, custom/personalized products, hazardous materials, flammable liquids or gases.
4. Food Items — Returns are not accepted for food items. However, in rare cases where there is a genuine product quality concern, our team will assess and may offer reshipping as a resolution.

How to Report a Damaged/Defective/Wrong Item

1. Email [email protected] or WhatsApp us at +91 98679 96311 within 3 days of delivery with your order number.
2. Attach clear photos of the product from all sides showing the damage or defect.
3. Attach an unboxing video clearly showing the issue.
4. Include a short description of the problem.
5. Our team verifies your submission against the packing video recorded for your order at dispatch.
6. Once verified and approved, we will either send a free replacement or issue a full refund — at our discretion.

Return Shipping

• Damaged/Defective/Wrong items — Free. We arrange and pay for the reverse pickup.
• All other approved returns — Return shipping is borne by the customer.
• Items sent back without an approved return request will not be accepted.

Refund Policy

1. For cancellations — Refunds are issued as Dropy Store Credit only by default. If the customer requests a refund to the original payment method, a 5% processing fee will be deducted from the refund amount to cover payment gateway and administrative charges.
2. For damaged/defective/wrong items — After we receive and inspect your approved return, refunds are issued as Dropy Store Credit by default. If the customer requests a refund to the original payment method, a 5% processing fee will be deducted from the refund amount.
3. For Buyer Protection claims — Full refund to original payment method. No processing fee. No store credit restriction.
4. For delayed orders — If your order is not delivered within 30 days of the order date, you may request a full refund to your original payment method. No store credit restriction and no processing fee applies in this case.
5. Refund Timeline — All refunds are processed within 7–10 business days after approval. Banks may take additional time to post it. If more than 15 business days pass after approval, contact us.

Policy Abuse

Dropy reserves the right to refuse service, reject return/refund requests, or restrict future orders for any customer found misusing the return, refund, or replacement policy. This includes but is not limited to: repeated false damage claims, frequent cancellations, filing chargebacks without contacting support, or any behaviour deemed fraudulent or abusive.

Return Address

Godown No. 7, Chawla Warehouse, Plot No. 44-9, Sector 18, Macfo Market, Vashi, Navi Mumbai, Thane, Maharashtra 400705. Please do not send purchases back to the manufacturer.

Contact

Email: [email protected] · WhatsApp: +91 98679 96311