Shipping & Returns

How long do I have to return or report an issue?

7 days from the date of delivery.

I received a damaged, defective, or wrong product. What now?

Contact us within 24 hours with an unboxing photo/video, and we'll send a full refund or free replacement — your choice. Return shipping is on us.

A product is missing from my order.

Same as above — full refund or replacement, no cost to you.

SVATE sent me the wrong shade.

Free replacement or refund. Return shipping is on us.

I ordered the wrong shade for myself — can I exchange it?

Yes, one time, as long as the product is unused, unopened, and in original packaging, within 7 days of delivery. (Applicable shipping charges may apply depending on eligibility — we'll confirm this when you raise the request.)

I swatched the product on my hand and the undertone is wrong — can I still exchange it?

Since it's technically opened, this falls outside our standard return policy. That said, we often offer a one-time goodwill exchange or store credit — reach out with a photo of the swatch and we'll help you find your match.

I used the product and just don't like it — can I return it?

Unfortunately no. Once makeup is opened and used (beyond a swatch), we can't accept returns or exchanges for change of mind or preference — this is a hygiene and safety standard across cosmetics.

Can I cancel my order?

• Prepaid, within a few hours of ordering: Yes, free cancellation before dispatch, full refund.
• COD order, at delivery: Just decline the delivery — nothing was charged, so there's nothing to refund.
• Prepaid order, at delivery: Decline the delivery; once it's back with us, we'll refund your original payment method.

I didn't accept my prepaid order and it got RTO'ed (returned to origin) — what happens?

Once it reaches our warehouse, we'll automatically initiate your refund. Note: repeated non-acceptance may move your account to COD-only for future orders.

How long do refunds take?

We initiate refunds within 3-5 business days of approval. Actual credit to your account depends on your bank/payment provider's own processing time.

I paid via COD — how do I get refunded?

Through a method we provide at the time, typically bank transfer or UPI.

Can I return a free gift or promotional item?

Generally no, unless the specific promotion says otherwise or the law requires it. If you return the paired product, the gift's value may be deducted from your refund.

Who pays for return shipping?

If the issue is ours (damaged, defective, wrong item/shade, missing item) — we cover it. If it's a shade-preference exchange on your end, shipping charges may apply depending on eligibility.

How do I start a return, exchange, or cancellation?

Email/message us at hello@svateh.in with your order ID and photos where relevant — we'll take it from there.