Customers Policies

Payment Policy

1. We accept online orders through the following modes of payment. Visa & MasterCard / Debit & Credit cards from select banks in India.
2. Please note that for Visa and MasterCard you will require to submit your 16-digit credit card number, card expiry date, and a 3-digit CVV number (on the back of the card) when you make an online transaction using your Credit Card.
3. You should also have enrolled your Credit Card with VBV (Verified by Visa) or MSC (MasterCard Secure Code) to complete the transaction. For American Express Cards you will be required to give your 15-digit card number and a 4-digit code.
4. The Credit Card transaction will appear on your bank statement as a payment to Net Distribution Services Pvt. Ltd.
5. If the amount has been deducted from your account but you haven’t received a confirmation from us, you can reach out to our customer care team and provide the following information:

• Transaction Reference Number.
  • The amount debited with registered Email ID
  • Date & Time of Transaction.

Delivery Policy

1. To ensure the safety and hygiene of all our customers, there might be delays in product dispatches & deliveries owing to constraints on logistics due to COVID-19. In these instances, unfortunately, we would not be able to commit to dispatch or delivery timelines and request you to bear with us.
2. Cash on Delivery (COD) option is available for all products subject to availability, promotions, and offers.
3. We take extensive precautions for the safety of the products and their packaging while dispatching them. We pack our products in boxes, where each individual product is wrapped in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap.
4. If the shipment is tampered with or damaged, please do not accept it.
5. Orders placed on the second half of Saturday or Sunday will be dispatched within 48-72 hours.
6. If the order is updated as delivered but the user has not received the order, the same has to be intimated to the customer service team via call or email within 24 hours of the delivery intimation, wherein you will have to give 48-72 hours to investigate with our courier partners.
7. For all claims regarding shortages or damages must be reported to customer service within 24 hours of the order delivery. 3 working days are required to investigate and review your request. If any shipment is tampered with or damaged, please do not accept it.
8. In case our reverse pick-up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges, either in your account or as Bakson Credit Points.
9. We are not responsible for damages post-delivery. We do not take responsibility for the misplacement of products post-delivery.
10. We reserve the right to pause deliveries to any part of the country at any time if so warranted.
11. Products with a date of expiration of below 3 months would be eligible for a return, wherein, the complete amount of the product will be credited to the concerned person. No returns or refund requests will be accepted for products whose expiry date is more than 3 months.
12. Resellers are not eligible for Pro Points & Offers.

Cancellation Policy

1. Orders once billed are not eligible for cancellation.
2. Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
3. If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.
4. In case of a return or cancellation, the refund shall be initiated post the return of the product to us and verification of the product and packing.

Refund & Replacement Policy

Once the amount has been received, the company will refund the amount only in the following exceptional cases.

1. In case the wrong material has been delivered other than the order placed by the customer, the customer may discreetly either refund the amount or re-dispatch the goods which were actually required by the customer
2. In case the products ordered by the customer are out of stock, the company shall refund the amount of those items to the customer if he is not willing to wait for the replenishment of stocks by the Company.

We may contact you to ascertain the damage or defect in the product prior to issuing a refund/replacement.

Refunds will be through bank transfers. No cash refunds will be made. It would take our team at least 5 to 7 business days post-refund initiation for an online refund to be initiated.

In the case of NEFT, it would require us at least 3 to 5 business days post refund initiation to refund your amount. For Prepaid orders, the amount shall be credited to your account through which the payment was done. It may take 7-10 business days for the amount to reflect in your account.

Note to Customers

Fair Usage Policy

We go to extensive lengths for a smooth user experience. However, at times we need to be stringent with our policies to serve our customers better. We have noticed that although a vast majority of our customers have genuine concerns, which we are always upfront to support; there are some accounts that abuse our liberal return and exchange policies. These accounts typically return items, choose not to accept our shipments, or demand cashback for issues that we are not responsible for. Hence, our regular customers are deprived of the opportunity to purchase these products themselves. To protect the right of our customers, our customer care support team reserves the right to assess, judge, and then take the necessary action at their discretion.

Impairment & Damages

We take the utmost care and accountability while sending our products to you. Your package is screened and goes through an extensive quality check so that we deliver the best to you. However, if you have received partial, void, or damaged items through your order on our website directly, kindly contact the customer service team within 24 hours of the order delivery. Please keep a note of the following:

• Do not use the products
• Take proper snapshots of the products
• Keep the invoice copy with you

If, however, the order is placed through an online marketplace, please raise the issue with our customer service team. In such a case, Bakson is not responsible for any damages caused.

Change of Packaging

Packaging, bottles, and communications at Bakson undergo constant innovation and changes without affecting the formulation and efficacy of the product. These changes are for a seamless user experience and comply with government notifications. The presence and placement of symbols or stickers depicting the information regarding the product may vary conforming to government rules and regulations. There can be changes in the placement of stickers and symbols, but please be assured that the product is authentic and untampered.

Suspending Promotions

Bakson reserves the right to cancel any ongoing or future promotions, offers, sales, gifts, and giveaways on the products without any liabilities.

For any queries feel free to reach out to our customer care team at xyz.com who will be happy to clarify your concerns.