Effective Date: 09/09/2026
Last Updated: 09/09/2026

At Poised, we want you to have a positive shopping experience. This Cancellation, Return & Refund Policy explains the circumstances under which orders may be cancelled, products may be returned and refunds may be issued for purchases made through https://poised.com

1. Order Cancellation

Customers may request cancellation of an order before the order has been dispatched.

To request cancellation, please contact us as soon as possible using:

Email:support@poised.com

Once an order has been dispatched, cancellation may no longer be possible.

If an eligible cancellation is approved, the amount paid for the cancelled order will be refunded to the original payment method.

2. Return Eligibility

For hygiene, safety and product-quality reasons, opened, used or tampered cosmetic and skincare products may generally not be eligible for return.

A return or replacement may be considered in the following situations:

* The product received is damaged
* The product received is defective
* The wrong product was delivered
* The product received is materially different from the product ordered
* The product is missing from the shipment

Return requests must generally be raised within 7 days of delivery.

3. Products Not Eligible for Return

The following may not be eligible for return or refund:

* Products that have been opened or used
* Products damaged due to improper use or storage
* Products without their original packaging
* Products missing accessories or components supplied with the order
* Products returned without prior approval
* Products damaged after delivery due to customer handling
* Products returned after the applicable return period

For hygiene and safety reasons, we reserve the right to refuse returns that do not meet the eligibility requirements.

4. Damaged or Incorrect Products

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

Please provide:

* Order number
* Product name
* Description of the issue
* Photographs of the product
* Photographs of the packaging
* Shipping label, where applicable
* Video, where reasonably required to verify the issue

We will review the request and determine whether the product qualifies for replacement, return or refund.

5. Return Process

Before sending any product back, customers must contact us and receive return instructions.

Do not send products to any address without prior confirmation from our customer support team.

If the return is approved, we will provide the applicable return instructions.

Products should be returned in their original condition and packaging wherever applicable.

6. Return Shipping Charges

If the return is due to a product being damaged, defective or incorrectly delivered, we may provide a return solution or reimburse eligible return shipping costs, subject to verification.

For other approved returns, the customer may be responsible for applicable return shipping charges.

7. Refunds

Once an eligible refund is approved, the refund will be initiated to the original payment method used for the purchase, wherever technically possible.

The time taken for the refund to appear in the customer’s account may depend on the customer’s bank, card issuer, UPI provider or other payment service provider.

Generally, refunds may take approximately **5–10 business days** after the refund is initiated.

The actual credit time may vary depending on the payment method and financial institution.

8. Partial Refunds

In certain circumstances, only part of the order amount may be eligible for refund.

This may apply where:

* Only certain products in an order qualify for a refund
* Part of an order was unavailable
* A partial order was cancelled
* A promotional discount needs to be proportionately adjusted

The final refund amount will be communicated to the customer.

9. Refund for Failed or Unsuccessful Payments

If your bank account or payment method has been charged but your order was not successfully created, please contact us with the transaction details.

We will verify the transaction status with our payment service provider.

If the payment was successfully received but the order could not be fulfilled, the eligible amount will be refunded to the original payment method.

10. Duplicate Payments

If you believe you have been charged more than once for the same order, please contact us with:

* Order number
* Transaction/payment reference
* Date of payment
* Amount charged

After verification, any confirmed duplicate payment may be refunded to the original payment method.

11. Promotional Products and Offers

Products purchased under special offers, discounts, bundles or promotional campaigns may be subject to additional return or refund conditions.

Any specific conditions applicable to a promotion will be communicated at the time of purchase.

12. Exchange / Replacement

Where an incorrect, damaged or defective product is verified, we may offer a replacement instead of a refund, subject to product availability.

If the replacement product is unavailable, an eligible refund may be provided.

13. Refund Method

Refunds will generally be processed to the original payment method used to make the purchase.

We do not generally provide cash refunds for online payments.

14. How to Request a Cancellation, Return or Refund

To submit a request, please contact:

Poised
**Email:support@poised.com

Please include:

* Full name
* Order number
* Registered email/mobile number
* Product name
* Reason for the request
* Photographs/videos where applicable

Our team may request additional information where necessary to verify the claim.

 

15. Fraudulent or Abusive Claims

We reserve the right to refuse a return, replacement or refund where there is reasonable evidence of:

* Fraudulent activity
* Repeated misuse of the return policy
* False or misleading claims
* Product tampering
* Intentional damage
* Unauthorized use of the product

16. Contact Us

For any cancellation, return or refund-related questions, please contact:

Poised
Email:support@poised.com

We will make reasonable efforts to review and respond to requests within a reasonable timeframe.