Refund policy

Refund and Returns Policy

Last updated: 29th April 2026

We stand by our products and want you to enjoy what you order. This policy explains when returns are accepted, how refunds work, and how to cancel an order. It is governed by the Consumer Protection Act, 2019 and forms an integral part of our Terms of Service.

 

 

1. Quick summary

Situation

What happens

Sealed, unopened products

Returnable within 7 days of delivery

Opened or used products

Not returnable, for hygiene reasons (see Section 3)

Damaged, defective, or wrong product received

Free replacement or full refund — Section 4

Cancellation before dispatch

Full refund — Section 6

Refund timeline

Within 7 business days of return acceptance

 

 

2. Returns of sealed products

If you change your mind, you may return any unopened, sealed product in its original packaging within 7 days of delivery. To initiate a return:

  1. Email hello@clockworkrituals.com with your order number and reason

  2. Our team confirms eligibility and shares a return shipping process within 2 business days

  3. Return the product in its original packaging using the courier we recommend

  4. Once we receive and verify the return, your refund is processed within 7 business days to the original payment method

Important: the seal/safety wrap must be intact. Returns showing signs of opening or use will be rejected and returned to you at our cost. This protects all our customers from contaminated personal-care products entering circulation.

 

 

3. Why we cannot accept opened or used personal-care products

Toothpaste and similar oral-care products are governed by hygiene-and-safety considerations under the Cosmetics Rules, 2020 and standard industry practice. Once a product seal is broken, we cannot resell or safely accept the product. This applies regardless of how briefly it was used.

This is not a limitation of your statutory rights — see Section 4 below for the protections available to you in case of defects.

 

 

4. Damaged, defective, or wrong product received

If the product you received is damaged in transit, defective, or not what you ordered, please contact us within 7 days of delivery:

  • Email hello@clockworkrituals.com with your order number and clear photographs of the issue

  • We will arrange a free replacement, or a full refund — your choice

  • We bear all return shipping costs in this case

This protection is in addition to your rights under the Sale of Goods Act, 1930 and the Consumer Protection Act, 2019.

 

 

5. Refund mode and timeline

  • Refunds are processed to the original payment method used at checkout (UPI, card, net banking, wallet, COD).

  • For COD orders, refunds are processed via NEFT to a bank account you provide.

  • Refunds are initiated within 7 business days of acceptance of the return.

  • Bank settlement times vary; the amount typically reflects in your account within an additional 3–5 business days.

  • A refund confirmation email is sent once the refund is initiated, with the reference number for tracking.

 

 

6. Cancellation before dispatch

You can cancel your order any time before it is dispatched, free of charge:

  1. Email hello@clockworkrituals.com with your order number and “Cancel order” in the subject line

  2. We confirm cancellation and process a full refund to your original payment method within 7 business days

Once an order has been dispatched, it cannot be cancelled, but you may use the return process in Section 2 (sealed products) or Section 4 (damaged/defective products).

 

 

7. Items not eligible for return

The following items are not returnable, for hygiene, safety, or commercial reasons:

  • Opened or used personal-care products (Section 3)

  • Products purchased on clearance or marked “Final Sale” at the time of purchase

  • Gift cards, vouchers, and promotional codes

  • Bundle items returned without all components

 

 

8. Lost, stolen or undelivered shipments

  • We dispatch every order with a tracking number and ensure delivery via reputable logistics partners.

  • If your order is marked delivered but you have not received it, contact us within 3 days of the marked-delivered date so we can investigate with the courier.

  • If a parcel is lost in transit, we will dispatch a replacement at no cost or process a full refund, at your option.

 

 

9. Partner Kit refunds (Dentist Partner Program)

The ₹199 Partner Kit fee is non-refundable, except where:

  • We cancel your application during review

  • We are unable to ship the kit within 30 days of order

  • The kit arrives damaged or with the wrong personalisation (we will replace at no cost)

Specific terms are detailed in your Partner Agreement.

 

 

10. Contact and grievance redressal

For all return, refund and cancellation matters, write to us at hello@clockworkrituals.com. We acknowledge within 48 hours and resolve within 7 business days.

If your concern is not resolved to your satisfaction, you may escalate to our Grievance Officer:

Rohan Arora, Grievance Officer Clockwork Rituals Pvt. Ltd. FF 021, Emerald Plaza, Golf Course Ext. Road, Gurugram, Haryana 122018 Email: grievances@clockworkrituals.com

You may also lodge a complaint with the National Consumer Helpline (1915) or with the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

 

 

We genuinely want every Clockwork customer happy. If anything’s gone wrong, just write in — we will sort it.