Replacement Policy
We want your shopping experience to be smooth and transparent. Please read the replacement, cancellation, and freebie terms carefully before placing your order.
When is a replacement eligible?
You can raise a replacement request within 24 hours of delivery if the product is received in a damaged, defective, or incorrect condition.
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Accepted replacement cases
Only damaged, defective, or wrongly delivered products are eligible for replacement.
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Original packaging required
The item must be in its original package, sealed, unused, and in resalable condition to qualify for replacement.
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Unboxing video is mandatory
A clear and complete unboxing video is compulsory for all replacement claims.
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Used or unsealed products are not accepted
If the product seal is broken or the product has already been used, it will not be eligible for replacement.
Important Note on Freebies
Freebies or complimentary products may have a shorter expiry window of approximately 3–4 months. These items are provided as promotional additions and are not returnable, refundable, or replaceable.
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Please check before use
We request customers to review the freebie details carefully and use them accordingly.
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Not covered under policy
Freebies, complimentary items, and promotional gifts cannot be exchanged, returned, refunded, or replaced.
Need help?
To raise a replacement request, contact our customer care team within 24 hours of delivery with the required proof.
care@protouchskin.com
How to raise a replacement request
Send your replacement request within 24 hours from the delivery time.
Attach clear product images, videos, and a complete unboxing video.
Our team will review the case and send a confirmation code by email if the replacement request is approved.
Products sent back without the confirmation code will not be accepted for replacement processing.
Warranty terms
Devices are covered under a 1 year doorstep warranty from the date of delivery. Eligible device issues covered under warranty will be supported through doorstep service as per warranty terms.
Important replacement terms
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Damaged due to mishandling
Any damage caused by customer mishandling will not be eligible for replacement.
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Cosmetic products are non-returnable
Returns, refunds, and exchanges are not applicable on cosmetic products. Only approved damaged, defective, or incorrect items may be considered for replacement as per policy.
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Replacement timeline
Once approved by our team, the replacement process will be initiated within 48 hours. Delivery timelines for the replacement may vary based on service availability.
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Cancellation after dispatch
If cancellation is requested after dispatch, please reject the parcel at the time of delivery and email us immediately. Once the parcel is returned to us, the case will be reviewed as per our cancellation policy.
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Damaged product support
If you receive a damaged product, contact the Protouch team immediately with proof so corrective measures can be taken promptly.