Refund & Cancellation Policy
How to reach us
Every cancellation, return, replacement, and refund request is handled by email only, at info@sevenlays.com. Please do not send these requests through social media, checkout comments, or a delivery agent — email is the record we work from.
Write from the email used at checkout and include:
• your order number
• your full name and registered mobile number
• what you need (cancel, replace, refund)
• photographs where relevant (outer carton, inner packing, product, and invoice)
We aim to acknowledge every request within 2 working days (Monday to Friday, 10:00–18:00 IST) and to share a decision within 5 working days of receiving the information we need.
Last updated: 01 August 2026. This policy does not take away rights you may have under applicable Indian consumer law.
Write from the email used at checkout and include:
• your order number
• your full name and registered mobile number
• what you need (cancel, replace, refund)
• photographs where relevant (outer carton, inner packing, product, and invoice)
We aim to acknowledge every request within 2 working days (Monday to Friday, 10:00–18:00 IST) and to share a decision within 5 working days of receiving the information we need.
Last updated: 01 August 2026. This policy does not take away rights you may have under applicable Indian consumer law.
Cancelling before dispatch
You may request a cancellation if the order has not yet been packed or handed to the courier.
Email info@sevenlays.com as soon as you can, with the subject line “Cancellation — [order number]”. If fulfilment has not begun, we will cancel the order and refund any amount already captured, using the rules in “How refunds are paid” below.
Once an order is packed or dispatched, it cannot be cancelled in transit. Wait for delivery, then write to us if the parcel is damaged, incorrect, incomplete, or if you wish to ask about an unopened return.
Email info@sevenlays.com as soon as you can, with the subject line “Cancellation — [order number]”. If fulfilment has not begun, we will cancel the order and refund any amount already captured, using the rules in “How refunds are paid” below.
Once an order is packed or dispatched, it cannot be cancelled in transit. Wait for delivery, then write to us if the parcel is damaged, incorrect, incomplete, or if you wish to ask about an unopened return.
Damaged, incorrect, expired, or missing items
If something arrives wrong, we will make it right.
Email info@sevenlays.com within 7 days of delivery if:
• the product is damaged in transit
• you received a different product from the one you ordered
• the product is past its expiry, or the batch is clearly compromised
• an item is missing from the parcel
• the parcel appears empty or tampered with
Attach clear photographs. For empty or tampered parcels, a short unboxing video is the most useful record. Keep the packaging and the product until we have replied — we cannot investigate a claim once evidence has been discarded.
If we confirm the issue, we will offer a replacement (subject to stock) or a refund. We arrange reverse pickup where our courier can collect. You should not post a return until we have confirmed the next step in writing.
Email info@sevenlays.com within 7 days of delivery if:
• the product is damaged in transit
• you received a different product from the one you ordered
• the product is past its expiry, or the batch is clearly compromised
• an item is missing from the parcel
• the parcel appears empty or tampered with
Attach clear photographs. For empty or tampered parcels, a short unboxing video is the most useful record. Keep the packaging and the product until we have replied — we cannot investigate a claim once evidence has been discarded.
If we confirm the issue, we will offer a replacement (subject to stock) or a refund. We arrange reverse pickup where our courier can collect. You should not post a return until we have confirmed the next step in writing.
Change of mind
Personal-care products are intimate by nature. For hygiene and safety, we do not accept returns of products that have been opened, used, sampled, or that have had a seal, shrink wrap, or protective film broken — except where the product itself is damaged, incorrect, or expired as described above.
If you change your mind about an unopened item:
• email info@sevenlays.com within 7 days of delivery
• the product must be unused, unopened, in original packaging, with all seals intact, and in a state we can resell
• do not ship anything until we confirm eligibility and share return instructions
If we approve the return, return shipping is paid by you unless the error was ours. We may deduct that cost from the refund, or ask you to use a prepaid return label we provide. Once we receive the parcel and confirm it meets these conditions, we process the refund.
Combos are treated as one set. A change-of-mind return should include every item from that combo, unopened.
If you change your mind about an unopened item:
• email info@sevenlays.com within 7 days of delivery
• the product must be unused, unopened, in original packaging, with all seals intact, and in a state we can resell
• do not ship anything until we confirm eligibility and share return instructions
If we approve the return, return shipping is paid by you unless the error was ours. We may deduct that cost from the refund, or ask you to use a prepaid return label we provide. Once we receive the parcel and confirm it meets these conditions, we process the refund.
Combos are treated as one set. A change-of-mind return should include every item from that combo, unopened.
What we cannot refund
We cannot accept a return or refund where:
• the product has been opened or used, except for a verified quality, damage, or incorrect-item case
• the request arrives after the timelines in this policy, without a genuine delivery fault we can still verify
• the product is missing its original packaging, seals, or statutory labelling
• the item is not in a condition we can resell, after a change-of-mind request
• the order used a payment that is still pending, failed, or under bank review
Free gifts, samples, and promotional extras (when offered) are not refunded separately.
• the product has been opened or used, except for a verified quality, damage, or incorrect-item case
• the request arrives after the timelines in this policy, without a genuine delivery fault we can still verify
• the product is missing its original packaging, seals, or statutory labelling
• the item is not in a condition we can resell, after a change-of-mind request
• the order used a payment that is still pending, failed, or under bank review
Free gifts, samples, and promotional extras (when offered) are not refunded separately.
How refunds are paid
Approved refunds are issued as follows:
• Prepaid orders (Razorpay, UPI, card, net banking) — refunded to the original payment method wherever the provider allows it.
• Cash on delivery — refunded by bank transfer to an account you confirm by email. Please send the account holder name, account number, IFSC, and bank name from the same email used at checkout.
Coupon value is not paid out in cash. If a coupon was applied, the refund is the amount you actually paid for the returned goods, after discount, and excluding any shipping you are responsible for under this policy.
Once we approve a refund, we typically initiate it within 5–7 working days. Your bank or UPI app may take additional time to show the credit. That interval is outside Seven Lays’ control.
If we replaced an item instead of refunding it, no extra payment is taken for the replacement itself. Reverse pickup for a verified Seven Lays error is arranged by us.
• Prepaid orders (Razorpay, UPI, card, net banking) — refunded to the original payment method wherever the provider allows it.
• Cash on delivery — refunded by bank transfer to an account you confirm by email. Please send the account holder name, account number, IFSC, and bank name from the same email used at checkout.
Coupon value is not paid out in cash. If a coupon was applied, the refund is the amount you actually paid for the returned goods, after discount, and excluding any shipping you are responsible for under this policy.
Once we approve a refund, we typically initiate it within 5–7 working days. Your bank or UPI app may take additional time to show the credit. That interval is outside Seven Lays’ control.
If we replaced an item instead of refunding it, no extra payment is taken for the replacement itself. Reverse pickup for a verified Seven Lays error is arranged by us.
Failed delivery and refused parcels
If a courier cannot complete delivery because the address is incomplete, the recipient is unavailable after the courier’s standard attempts, or the parcel is refused, the shipment may return to us. Email info@sevenlays.com with the order number. We will either arrange a re-delivery (additional shipping may apply) or refund the product value after the parcel reaches us, minus outward shipping where the failure was not ours.
Write to us
For cancellations, returns and refunds, email is the only channel we use. Include your order number so we can act quickly.
Email info@sevenlays.com
Email info@sevenlays.com