Return & Refund Policy

1. Order Cancellation

Cancellation Before Shipment

You may request to cancel your order before it has been shipped. To request a cancellation, please contact our support team or submit your request through the Contact Us page with your order details.

If your order has not yet been dispatched, we will review and process the cancellation request.

Cancellation After Shipment

If your order has already been shipped or dispatched, immediate cancellation may not be possible. In such cases, the order may need to be returned to us first.

Once the product is received and verified at our warehouse, the refund will be processed based on the condition of the returned item and the terms of this policy.

2. Refunds for Cancelled Orders

For cancellations made before shipment, the refund will be initiated within 24–48 business hours after we receive and approve your cancellation request.

For cancellations after dispatch or return-to-origin orders, the refund will be processed only after the product is received and inspected at our warehouse.

Once the refund has been initiated, it may take an additional 5 business days for the amount to reflect in your bank account or original payment method, depending on your bank or payment provider.

Cash on Delivery Orders

For Cash on Delivery orders, refunds are not applicable for cancellations made before dispatch, as no payment has been collected.

If a Cash on Delivery order has already been delivered and later approved for return, our support team will guide you through the available refund method.

3. Discount Vouchers and Loyalty Points

Discount vouchers are intended for one-time use only. If you cancel an order where a discount voucher was used, the voucher will be considered used and may not be reissued.

If loyalty points were redeemed for your order, the redeemed points will be credited back to your Culta account once the cancellation is approved.

4. Returns, Replacements and Exchanges

Culta offers an easy return policy for eligible products. You may request a return, replacement, or exchange within 7 days of delivery.

Partial returns are also accepted. This means you may request a return for one item, multiple items, or all eligible items in your order.

To request a return, please contact our support team with your order number, product details, reason for return, and clear photos or videos if the item is damaged, incorrect, missing, or defective.

5. Items Not Eligible for Return or Exchange

Returns or exchanges will not be accepted under the following conditions:

• The product is damaged due to misuse, overuse, or improper handling.
• The product has been used, opened, altered, or tampered with.
• The product is returned without its original packaging, price tags, labels, accessories, freebies, manuals, or invoice.
• The original packaging is damaged or missing.
• The product serial number, barcode, batch number, or seal has been tampered with.
• The defect is not covered under the seller’s or manufacturer’s warranty.
• The return request is made after 7 days from the delivery date.
• The item was provided as a free gift, sample, or promotional product.
• The product belongs to a non-returnable category due to hygiene, safety, or product-quality reasons.

6. Non-Returnable Categories

Due to hygiene, safety, and product-quality reasons, the following categories may not be eligible for return or exchange:

• Opened or used beauty products
• Makeup products such as lipsticks, mascaras, compacts, foundations, and similar items
• Skincare, haircare, body care, and wellness products once opened or used
• Personal care appliances
• Customized or made-to-order products
• Innerwear, personal-use fashion items, or other hygiene-sensitive products
• Free gifts, samples, and promotional items

Products that are damaged, incorrect, missing, or defective at the time of delivery may still be reviewed by our support team.

7. Damaged, Incorrect, Missing, or Defective Products

If you receive a damaged, incorrect, missing, or defective product, please contact us within 7 days of delivery.

Please include the following details:

• Your order number
• Clear photos or videos of the product
• Photos of the packaging
• A brief explanation of the issue

Once the issue is reviewed and verified, we may offer a replacement, exchange, refund, or another suitable solution depending on product availability and the nature of the issue.

8. Return Inspection and Approval

All returned products must pass our quality check process. Once the returned item is received at our warehouse, our team will inspect the product to confirm that it meets the return conditions.

If the return is approved, we will process the refund, replacement, or exchange.

If the return is rejected due to use, damage, missing items, or violation of this policy, the product may be sent back to you.

9. Refund Processing Time

Once your return is approved, the refund will be initiated within 24–48 business hours.

After the refund is initiated, it may take up to 5 business days for the amount to appear in your original payment method or bank account, depending on your bank or payment provider.

10. Special Promotions and Sale Periods

During selected marketing campaigns, festive offers, clearance sales, flash sales, or mega sale periods, special return, exchange, or refund rules may apply.

Any special conditions will be mentioned on the promotion banner, product page, or checkout page where applicable.

For clarification, please contact our customer support team before placing your order.

11. Contact Us

For cancellations, returns, exchanges, replacements, or refund-related support, please contact Culta through our Contact Us page or customer support team.

Please include your order number and relevant details so our team can assist you faster.