Refund, Cancellation & Return Policy

Last Updated: September 1, 2026

At Damella, we aim to provide quality handcrafted skincare products and a smooth shopping experience. This policy explains cancellation, return and refund procedures.

1. Order Cancellation

Customers may request cancellation before an order has been dispatched. Once an order has been dispatched, cancellation may not be possible. Customers should contact us as soon as possible after placing an order.

2. How to Request Cancellation

Please contact Damella through the contact information published on our website and provide your order number, name, registered email/phone number and reason for cancellation.

3. Refund Eligibility

Refunds may be considered in cases including:

• Eligible cancellation accepted before dispatch.
• Product received damaged.
• Incorrect product received.
• Product missing from the delivered order.
• Other cases approved by Damella after review.

4. Hygiene & Personal Care Products

For hygiene and safety reasons, opened, used or partially used skincare, soap, hair care, lip care or personal care products may not be eligible for return or refund unless the product was damaged, defective or incorrectly supplied.

5. Damaged Products

If your order arrives damaged, please contact us promptly after delivery. We may request photographs or videos of the outer package and product to review the issue with our team or shipping partner.

6. Incorrect Product

If you receive an incorrect product, contact us with your order details. After verification, Damella may arrange a replacement or applicable refund.

7. Refund Processing

Once a refund is approved, it will normally be initiated to the original payment method used for the transaction. The time taken for the amount to reflect in the customer's account may vary depending on the payment gateway, bank or financial institution.

8. Shipping Charges

Shipping charges, if applicable, may not be refundable unless the return, cancellation or refund is approved due to an error attributable to Damella or another eligible circumstance.

9. Non-Returnable Situations

Returns/refunds may not be accepted where:

• The product has been opened or used.
• The product has been damaged after delivery due to misuse.
• An incorrect or incomplete delivery address was provided.
• The return request does not satisfy applicable policy conditions.

10. Failed Payment Transactions

If money is deducted from your bank account but the order is not successfully created because of a payment failure, the amount will normally be reversed or refunded according to the payment gateway and banking process.

11. Promotional Orders

Orders placed using promotional offers, discounts or special coupons may be subject to additional terms applicable to the relevant offer.

12. Contact Us

For cancellation, return or refund queries, please contact Damella using the contact information published on our website.