Refund policy
Refund, Return & Cancellation Policy
Effective Date: September 17, 2026
At Slayona, we are committed to providing our customers with genuine, safe, and high-quality beauty, cosmetics, and personal-care products.
Because many of our products are intended for direct use on the skin or body, we maintain strict hygiene and product-safety standards. This Refund, Return & Cancellation Policy explains when orders may be cancelled, returned, replaced, or refunded.
This Policy applies to purchases made through slayona.com and should be read together with our Shipping Policy and Terms of Service.
Nothing in this Policy is intended to exclude, restrict, or limit any consumer right or remedy that cannot legally be excluded or limited under applicable law.
Returns and Exchanges
Due to the hygiene, safety, and product-integrity considerations associated with cosmetics and personal-care products, Slayona generally does not accept returns or exchanges for products that have been correctly delivered and are not defective, damaged, incorrect, or otherwise eligible for a remedy under applicable law.
This includes products that have been:
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Opened or used;
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Unopened but no longer wanted;
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Purchased by mistake;
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Purchased as a gift and no longer required;
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Subject to a change in personal preference;
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Subject to a change in colour, shade, fragrance, or product preference; or
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Purchased based on a change of mind.
This restriction is intended to protect the hygiene, safety, and integrity of products supplied to all customers.
However, this restriction does not apply where a product is defective, damaged, incorrect, materially different from what was ordered or described, or where a refund, replacement, return, or other remedy is otherwise required under applicable law.
Damaged Products
We take reasonable care to securely pack every order before dispatch.
If your order arrives damaged, please contact us at support@slayona.com or +91-7973386080 / +91-9478262414 as soon as reasonably possible after delivery.
Unboxing Video Requirement
For claims relating to a damaged, defective, leaking, broken, tampered, or otherwise physically compromised product, customers are required to provide a clear, continuous, unedited unboxing video wherever reasonably possible.
The unboxing video should:
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Begin before the package is opened;
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Clearly show the package in its sealed condition;
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Clearly show the shipping label/order details, where possible;
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Show the package being opened for the first time;
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Continue without cuts, pauses, edits, or transitions until the product and its condition are clearly visible; and
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Clearly show the condition of the product and its packaging.
A video that has been cut, edited, spliced, paused, or otherwise altered may not be sufficient for us to verify a transit-damage or product-condition claim.
We may also request additional photographs, videos, or information where reasonably necessary to investigate the claim.
To help us process your claim, please provide:
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Your order number;
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The continuous unboxing video described above;
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Clear photographs of the outer shipping package;
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Clear photographs/videos showing the damaged or defective product; and
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Any other information reasonably required by our support team.
Where appropriate, we may ask you to retain the product and packaging until the claim has been reviewed.
After verification, Slayona may provide an appropriate remedy, which may include:
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A replacement product at no additional cost;
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A refund to the applicable payment method;
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Store credit; or
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Another appropriate remedy agreed with the customer,
subject to the circumstances of the case and applicable law.
The availability of a particular remedy may depend on product availability and the nature of the issue.
The unboxing-video requirement is intended to help us verify the condition of products at the time of delivery and investigate transit-related issues. It does not by itself exclude or restrict any consumer right or remedy that cannot legally be excluded or restricted.
Incorrect or Wrong Product Received
If you receive a product that is different from the product you ordered, please contact us at support@slayona.com or +91-7973386080 / +91-9478262414 as soon as reasonably possible after delivery.
Unboxing Video Requirement
For claims relating to a wrong, missing, or incorrect product, customers are required to provide a clear, continuous, unedited unboxing video wherever reasonably possible.
The unboxing video should:
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Begin before the package is opened;
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Clearly show the package in its sealed condition;
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Clearly show the shipping label/order details, where possible;
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Show the package being opened for the first time;
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Continue without cuts, pauses, edits, or transitions; and
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Clearly show all products received inside the package.
A video that has been cut, edited, spliced, paused, or otherwise altered may not be sufficient for us to verify a wrong-product or missing-product claim.
Please provide:
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Your order number;
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The continuous unboxing video;
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Clear photographs/videos of the product received;
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Clear photographs of the packaging and shipping label; and
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Any other information reasonably requested by our support team.
After verification, we will arrange an appropriate resolution, which may include replacement, return, refund, or another remedy as applicable.
If the incorrect product was supplied due to an error on our part, we will bear the reasonable cost of correcting the error.
The unboxing-video requirement is intended to assist us in verifying the contents of the shipment and does not by itself exclude or restrict any consumer right or remedy that cannot legally be excluded or restricted.
Defective or Non-Conforming Products
If you believe that a product is defective, damaged, unsafe, materially different from its description, or otherwise does not conform to what was ordered, please contact us at support@slayona.com or +91-7973386080 / +91-9478262414 as soon as reasonably possible.
For defective-product claims, customers should provide a clear, continuous, unedited unboxing video beginning with the sealed package and continuing through the opening of the package and inspection of the product, wherever reasonably possible.
The video should not contain cuts, edits, pauses, or transitions and should clearly show the condition of the product when first opened.
Please also provide your order number along with photographs, videos, or other relevant information that may help us assess the issue.
We will investigate the complaint and, where the complaint is verified, provide an appropriate remedy in accordance with applicable law.
Depending on the circumstances, the remedy may include repair (where applicable), replacement, refund, return, or another legally appropriate resolution.
The unboxing-video requirement is intended to help us establish the condition and contents of the package at the time of opening. It does not override any consumer rights or remedies that cannot legally be excluded or restricted.
Reporting Time for Damaged or Incorrect Products
For damaged, defective, wrong, or missing products, we request that customers contact us within 48 hours of delivery wherever possible.
We strongly recommend recording the unboxing video at the time the package is first opened and retaining the original video until the order has been fully resolved.
The 48-hour reporting timeframe helps us investigate shipping and fulfilment issues promptly and coordinate with our logistics partners.
However, this timeframe is intended as a reasonable request for prompt reporting and does not by itself waive or restrict any consumer rights or remedies that cannot legally be excluded or limited.
Refunds Before Shipment
If you wish to cancel your order before it has been shipped, please contact us as soon as possible at support@slayona.com or +91-7973386080 / +91-9478262414, quoting your order number.
If the cancellation request is received before the order is dispatched, we will make reasonable efforts to cancel the order.
Where cancellation is successfully processed before dispatch, any amount refundable to the customer will generally be refunded to the original payment method used for the purchase, subject to applicable payment-processing procedures.
Once an order has been dispatched, cancellation may no longer be possible.
Cancellation After Shipment
Once an order has been dispatched to the shipping carrier, we may not be able to cancel the order because it has entered the delivery process.
If you no longer wish to receive an order that has already been dispatched, please contact us at support@slayona.com or +91-7973386080 / +91-9478262414.
Where applicable, we will advise you of the available options based on the shipment status and the circumstances of the order.
Nothing in this section limits any statutory rights or remedies available to consumers under applicable law.
Refunds for Eligible Claims
Where a refund is approved or is otherwise required under applicable law, the refund will generally be processed as follows:
Prepaid Orders
For prepaid orders, eligible refunds will generally be credited to the original payment method used to place the order, wherever reasonably possible.
Cash on Delivery (COD) Orders
For Cash on Delivery (COD) orders, where a refund is approved and the order is eligible for a refund, the refund amount will be credited to the bank account or UPI ID provided by the customer.
The customer may be required to provide accurate bank account or UPI details for processing the refund.
Slayona will not be responsible for delays or failed transfers caused by incorrect or incomplete bank account or UPI information provided by the customer.
Depending on the payment method, payment provider, bank, or financial institution, the time taken for the refund to reflect in the customer's account may vary.
Store Credit
Where appropriate and legally permissible, Slayona may offer store credit as an alternative resolution.
Store credit will only be offered as an alternative where appropriate and will not be used to restrict a refund or other remedy that is required under applicable law.
Any applicable terms relating to store credit, including validity or usage conditions, will be communicated to the customer at the time it is issued.
Refunds for Undelivered or Lost Shipments
If an order is not delivered due to circumstances attributable to Slayona or is confirmed by the relevant logistics partner as lost in transit, we will investigate the shipment and provide an appropriate resolution in accordance with applicable law.
Depending on the circumstances, this may include:
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Re-shipment of the order; or
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A refund of the eligible amount paid by the customer.
Customers can track dispatched orders using the tracking information provided to them.
If a shipment is delayed, please contact us at support@slayona.com or +91-7973386080 / +91-9478262414 with your order number so that we can assist in checking the shipment status.
Refunds Due to Delivery Delays
Our standard delivery timeframe is stated in our Shipping Policy.
Delivery dates are estimates and may occasionally be affected by circumstances beyond our reasonable control, including courier disruptions, weather, transportation disruptions, government restrictions, natural events, or other unforeseen circumstances.
If a delivery is delayed, customers may contact us at support@slayona.com or +91-7973386080 / +91-9478262414.
We will make reasonable efforts to coordinate with the relevant logistics partner and have the shipment delivered at the earliest possible time.
Where a refund, cancellation, return, or other remedy is required under applicable law because of a delivery delay or failure, we will provide the applicable remedy.
Products That Cannot Be Returned for Hygiene Reasons
For hygiene and product-safety reasons, correctly supplied cosmetics and personal-care products generally cannot be returned merely because the customer has changed their mind or no longer wishes to use the product.
This may include products such as:
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Body shimmer and cosmetic products;
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Skin-care products;
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Personal-care products; and
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Other products that are intended for direct application to the body.
This restriction does not apply to products that are defective, damaged, incorrect, materially different from the product ordered or described, or otherwise subject to a statutory return, refund, replacement, or other remedy.
Product Allergies, Skin Sensitivity and Personal Reactions
Customers are responsible for reviewing the product description, ingredient information, usage instructions, warnings, and other information provided with or relating to a product before purchasing and using it.
Individual reactions to cosmetic or personal-care products may vary.
If you have known allergies, sensitivities, or other concerns about a product or its ingredients, please consult an appropriate medical professional before use.
A personal reaction or dissatisfaction with a product that is otherwise correctly supplied and not defective does not automatically qualify the product for return or refund.
However, if you believe that the product is defective, contaminated, unsafe, incorrectly labelled, or otherwise does not comply with applicable requirements, please contact us at support@slayona.com or +91-7973386080 / +91-9478262414 so that we can investigate the matter.
Promotional Products, Free Gifts and Bundles
Where an order includes a free gift, promotional product, bundle, or other promotional benefit, the applicable terms of the relevant offer will apply.
If a refund or cancellation is approved for an order containing promotional items, Slayona may require the return of promotional items where reasonably applicable and legally permissible.
Any refund will be calculated in accordance with the applicable offer terms and applicable law.
Products Purchased During a Sale or Promotion
Products purchased during promotional periods, sales, or special offers remain subject to this Refund, Return & Cancellation Policy unless specific terms were clearly communicated as part of the relevant promotion.
A discounted or promotional price does not by itself remove any consumer rights that cannot legally be excluded.
Refund Processing
Once an eligible refund has been approved, Slayona will initiate the refund using the applicable payment method or process.
For prepaid orders, the refund will generally be processed to the original payment method.
For COD orders, an approved refund will be credited to the bank account or UPI ID provided by the customer.
The time required for the refund to reflect in the customer's bank account, card, UPI account, or other payment account may depend on the relevant payment gateway, bank, card network, UPI service provider, or financial institution.
If you have not received an approved refund after the communicated processing period, please contact us at support@slayona.com or +91-7973386080 / +91-9478262414 with your order number.
Fraudulent, Abusive or Misleading Claims
Slayona reserves the right to investigate claims relating to damaged, defective, incorrect, or missing products.
Where there is reasonable evidence of fraudulent activity, deliberate misuse of the refund/return process, materially misleading information, or repeated abusive claims, Slayona may take appropriate action in accordance with applicable law.
Nothing in this section limits legitimate consumer rights or prevents a customer from making a genuine complaint or claim.
How to Request a Refund, Return, Replacement or Cancellation
To request a cancellation, refund, return, or replacement, please contact us through:
Email: support@slayona.com
Phone: +91-7973386080 / +91-9478262414
Please include:
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Order number;
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Name used to place the order;
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Registered mobile number;
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Description of the issue;
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Continuous, unedited unboxing video, where applicable;
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Photographs/videos, where relevant; and
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Any other information reasonably required to investigate the matter.
For eligible complaints, we will review the information provided and communicate the next steps.
Grievance Redressal
If you have a complaint or concern regarding an order, product, refund, return, replacement, cancellation, delivery, or any other matter relating to your purchase, please contact us using the details below.
Email: support@slayona.com
Phone: +91-7973386080 / +91-9478262414
We will acknowledge and address complaints in accordance with applicable law and our internal grievance-redressal process.
Where required, complaints will be assigned a reference or ticket number so that their status can be tracked.
No Waiver of Statutory Consumer Rights
Nothing contained in this Refund, Return & Cancellation Policy is intended to:
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Exclude or restrict any right or remedy available to a consumer under applicable law;
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Prevent a consumer from exercising any statutory right;
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Limit liability where such limitation is prohibited by law; or
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Override any mandatory requirement applicable to Slayona.
If any provision of this Policy is found to be inconsistent with a mandatory provision of applicable law, that provision will be interpreted or modified to the extent necessary to comply with such law, without affecting the remaining provisions of this Policy.
Changes to This Policy
Slayona may update this Refund, Return & Cancellation Policy from time to time to reflect changes in our business practices, products, payment systems, logistics arrangements, or applicable legal requirements.
The updated version will be published on this page with a revised effective date.
The Policy applicable to an order will generally be the version in effect when the order was placed, subject to applicable law.
Contact Us
If you have any questions regarding refunds, returns, replacements, cancellations, or this Policy, please contact us:
Slayona
Email: support@slayona.com
Phone: +91-7973386080 / +91-9478262414
Address:
J1-501, Green Lotus Saksham
Patiala Road, Near Nabha Sahib Gurudwara
SAS Nagar, Mohali, Punjab – 140603
For order-related enquiries, please include your order number so that we can assist you more efficiently.
