Shipping policy

Order, Shipping, Exchange, Refund & Cancellation Policy for Beauty Product Usage at Notion Online Solution Private Limited

Effective Date: 09/06/2025

At Notion Online Solution Private Limited, we strive to provide our customers with a smooth and hassle-free shopping experience. This document outlines the policies related to ordering, shipping, and exchanges of beauty products purchased through our platform. Please read this carefully to understand how your order is processed, shipped, and how we handle exchanges. 

1. Order Process (From Selection to Confirmation)

  • Selection: After browsing our products, you can add them to your cart and proceed to checkout. You’ll need to provide accurate details for shipping, billing, and payment.
  • Order Review: After checkout, you’ll receive an order confirmation email with the details of the products purchased, shipping address, and total cost.
  • Order Processing: Once the payment is successfully processed, your order will be moved to the processing stage. During this time, our team will verify the availability of the items, pack the products, and prepare them for shipping.
  • Shipping Confirmation: After your order is packed and dispatched, you will receive a shipping confirmation email along with tracking details.
  • Order Processing Time: Orders typically take 5-7 business days to process before shipping. This time frame includes product verification, packaging, and dispatch. (Optional: For the purposes of this policy, 'business days' refer to Monday through Friday, excluding public holidays in India].)
  • Stock Unavailability After Order Placement: In the event an item in your order becomes unavailable after your payment is processed but before shipping, we will notify you promptly. You will be offered the choice of a full refund for the unavailable item, a credit note, or, if feasible, an option to wait for the item to be restocked.

2. Shipping Policy

  • Shipping Methods: We offer standard road shipping for domestic orders within India.
  • Shipping Partners: We partner with reputable courier services to ensure timely and secure delivery of your products.
  • Shipping Charges: Shipping charges may vary based on the order value, weight, and delivery location. The applicable shipping charges will be displayed at checkout.
  • Estimated Delivery Time:
    • Standard Shipping: Typically takes 5-7 business days for delivery within India after the order has been processed and dispatched.
    • Express Shipping (if offered): "Typically takes 2-3 business days for delivery within India after the order has been processed and dispatched. Additional charges may apply".
    • Please note that these are estimated delivery times and may vary due to unforeseen circumstances such as weather conditions, logistical delays, or other external factors.
  • Tracking Your Order: Once your order is shipped, you will receive a tracking number and a link to track your shipment’s progress.
  • Damage During Transportation: Notion Online Solution Private Limited is responsible for ensuring your products arrive in good condition. If you receive a product that has been damaged during transportation, please contact us immediately (within 24 hours of receipt) at support@sokora.com with photographic evidence of the damage and packaging. We will assist you in resolving the issue, which may include a replacement or refund.

3. Exchange Policy

  • Eligibility for Exchange: We accept exchanges within 5 days of the date of delivery.
  • Conditions for Exchange:
    • To be eligible for an exchange, beauty products must be in their original, unused, and unopened condition, with all original tags and packaging intact.
    • Products that have been opened, used, altered, or damaged by the customer cannot be exchanged unless they are confirmed to be defective, expired upon arrival, or damaged during transit (as per section 2).
  • Defective, Damaged Items or Incorrect Items (Not due to customer handling): If you receive a product that is defective (e.g., faulty pump, separated formula not rectified by shaking), damaged during transit, or incorrect. Please contact us within 5 days of receiving the item. We will arrange for a replacement or a full refund. Item must be returned unused and in its original, unopened packaging.
  • Expired Products: If you receive products that are expired upon arrival, please contact us within 5 days of receiving the item. We will arrange for a replacement or a full refund.
  • Policy on Allergic Reactions: We recommend reviewing the ingredient list on our product pages before purchase and performing a patch test for new products, especially if you have sensitive skin. If you believe you have experienced an allergic reaction to one of our products, please discontinue use immediately and contact our customer support team at support@sokora.com. While for allergic reactions to non-defective products are assessed on a case-by-case basis, we will require details and potentially evidence of the reaction to determine the appropriate course of action.
  • How to Initiate an Exchange: To initiate an exchange, please contact our customer support team at support@sokora.com with your order number, the reason for the exchange, and photographic evidence if applicable (for damaged, defective, or expired items). Our team will guide you through the process.

 

4. Refund Policy

  • Refunds for Damaged/Defective/Expired Products: If you receive damaged, defective upon arrival (not due to customer misuse), or expired products, you are entitled to a full refund or exchange. Please contact us within 5 days of receiving the item to process your refund.
  • Refund Processing: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
  • Refund Timeline: Please note that it may take 5 -7 business days for the refund to reflect in your account after it has been processed by us, depending on your bank or payment provider.
  • Non-Refundable Items (unless defective, expired, or transit-damaged):
    • Products that have been opened, used, or altered in any way by the customer.
    • Personalized items or special orders (if applicable).
    • Gift cards.
  • Exceptional Circumstances for Non-Refundable Items: In very rare cases, exceptions for refunds on items normally considered non-refundable may be considered at the sole discretion of Notion Online Solution Private Limited (e.g., a proven manufacturing defect not immediately apparent). This does not apply to items damaged due to customer misuse or neglect.

5. Order Cancellation Policy

5.1 Cancellation Window

Customers may request to cancel their order at any time prior to the dispatch of the product from our warehouse. Once the order has been marked as “dispatched,” cancellation requests shall no longer be entertained under this clause.

5.2 Cancellation Procedure

To initiate an order cancellation, the Customer must immediately contact our Customer Support Team through any of the following official communication channels:

  • Email: support@sokora.com
  • Customer Care Number: 0120-4322953

The cancellation request must include the Order Number and any relevant details to assist with order verification and processing. The Company shall make reasonable efforts to accommodate the request if it falls within the permissible cancellation window.

5.3 Refund Upon Successful Cancellation

If the cancellation request is received and processed prior to dispatch, the full amount paid by the Customer shall be refunded to the original method of payment. The refund process may take 5 to 7 business days, depending on the payment service provider’s timelines.

5.4 Post-Dispatch Cancellation

In the event that the cancellation request is received after the order has been dispatched, such a request shall not be accepted under this policy. The Customer, upon receipt of the product, may exercise their rights under the Return and Refund Policy provided in Section 4 of this document, subject to the terms and conditions specified therein.

6. How to Contact Us for Support

If you have any questions or concerns regarding your order, shipping, exchange, or refunds, please contact our customer support team at:

Our customer service team will assist you promptly and work to resolve your issue to your satisfaction.

By placing an order with Notion Online Solution Private Limited, you agree to the terms and conditions outlined in this Order, Shipping & Exchange Policy. We are committed to providing high-quality beauty products and an exceptional customer experience.