At The Dim Store, customer satisfaction is important to us. We strive to provide genuine branded cosmetic and beauty products. If you are not completely satisfied with your purchase, this Refund, Return & Cancellation Policy explains the conditions under which cancellations, returns, exchanges, and refunds are accepted.By placing an order on https://www.thedimstore.com/, you agree to this Policy.

1. Cancellation Policy

Before Shipment

You may cancel your order at any time before it has been dispatched from our warehouse.

If the cancellation request is approved:

• Prepaid orders will be refunded to the original payment method.

• Cash on Delivery (COD) orders will simply be cancelled without any charges.

To request a cancellation, please contact us immediately using the contact details provided below.

After Shipment

Once an order has been shipped, it generally cannot be cancelled.

If you no longer wish to accept the order after shipment, you may contact our customer support team. Any applicable return will be processed in accordance with this Policy.
 

2. Return Eligibility

You may request a return within 5 (five) calendar days from the date your order is delivered.

To be eligible for a return, the product must:

• Be unused.

• Be unopened.

• Have the original manufacturer seal intact.

• Be in its original packaging.

• Include all accessories, labels, inserts, and invoices (where applicable).

• Be free from damage caused after delivery.

Returns requested after the return window may not be accepted.
 

3. Products That Cannot Be Returned

For hygiene, safety, and quality reasons, we cannot accept returns of:

• Opened cosmetic products.

• Products with a broken manufacturer seal.

• Used beauty or skincare products.

• Products damaged due to misuse, negligence, or improper storage by the customer.

• Products returned without original packaging.

• Products with missing accessories or labels.

These restrictions help ensure the safety of all customers.
 

4. Damaged, Defective, or Incorrect Products

If you receive:

• A damaged product,

• A defective product,

• A leaked product,

• An expired product, or

• A product different from what you ordered,

please notify us within 48 hours of delivery.

To help us process your request quickly, you may be asked to provide:

• Your order number.

• Clear photographs of the product.

• Images of the packaging.

• A brief description of the issue.

• An unboxing video (if available), especially for claims involving damage or missing items.

Upon verification, we may offer, at our discretion:

• A replacement,

• An exchange, or

• A full refund.

5. Exchange Policy

Eligible products may be exchanged within 5 days of delivery, subject to stock availability.

Exchange requests are accepted only if:

• The product is unused.

• The seal is intact.

• The product is returned in its original condition.

• The exchange request complies with this Policy.

If the requested replacement product is unavailable, we may instead issue a refund or store credit, as appropriate.

6. Return Process

To initiate a return:

1. Contact our customer support within the return period.

2. Provide your order details and reason for the return.

3. Follow the return instructions provided by our support team.

4. Pack the product securely in its original packaging.

5. Ship the product back if instructed, or make it available for pickup where applicable.

Returns sent without prior authorization may not be accepted.
 

7. Product Inspection

Once the returned product is received, it will be inspected to verify:

• Product condition.

• Packaging.

• Manufacturer seal.

• Signs of use.

• Eligibility under this Policy.

The outcome of this inspection will determine whether the return, exchange, or refund request is approved.
 

8. Refund Policy

Approved refunds will be processed after the returned product has been received and successfully inspected.

Refunds will be issued using the original payment method for prepaid orders.

For Cash on Delivery (COD) orders, refunds may be processed via bank transfer or another mutually agreed method. Customers may be required to provide accurate bank account details for this purpose.

Please note that the time taken for the refunded amount to reflect in your account may vary depending on your bank or payment provider.
 

9. Shipping Charges

Shipping charges are generally non-refundable, except where:

• An incorrect product was delivered.

• The product arrived damaged.

• The product was defective upon delivery.

• The return is due to an error on our part.
   

10. Return Shipping

If the return is due to our error (such as receiving the wrong, defective, or damaged product), we will arrange or reimburse reasonable return shipping costs where applicable.

If the return is due to a change of mind or any reason not attributable to us, the customer may be responsible for return shipping costs.
 

11. Refusal of Returns

We reserve the right to refuse any return or refund request if:

• The product has been used.

• The manufacturer seal is broken.

• The product is damaged after delivery due to customer handling.

• The return request is made after the permitted return period.

• The product is incomplete or missing components.

• Fraudulent activity or misuse of this Policy is suspected.
   

12. Fraud Prevention

To protect our customers and our business, we reserve the right to:

• Decline suspicious refund requests.

• Limit returns from accounts with repeated abusive return patterns.

• Verify customer identity where necessary.

• Request additional information to investigate unusual claims.
   

13. Force Majeure

We shall not be responsible for delays in processing returns or refunds caused by events beyond our reasonable control, including natural disasters, strikes, government actions, transportation disruptions, or other force majeure events.
 

14. Changes to this Policy

We may revise this Refund, Return & Cancellation Policy from time to time to reflect changes in our business operations or legal requirements.

The updated version will be published on our Website with the revised Effective Date.

15. Contact Us

For any questions regarding cancellations, returns, exchanges, or refunds, please contact us:

The Dim Store

Gupta Medicos
Shop No. 92, Ward No. 2, Raghunath Market
Main Bazar, Bari Brahmana
Jammu, Jammu & Kashmir – 181133
India

Email: TheDimStore7@gmail.com

Phone: +91-9541893059