Refund policy

Cancellation, Return & Refund Policy

Last Updated: July 22, 2026

IM21 is owned and operated by JAYABEN JASHVANTBHAI PATEL.

At IM21, we are committed to providing safe and high-quality skincare products. Please review our comprehensive policies below.

To request a return, email support@im21.in with your order number, photos (or the required unboxing video), and the reason for the return.

1. Return Policy

We accept returns/replacements only if the request is raised within 7 days of delivery.

Eligible Reasons for Return:

• Damaged or defective item received. If the outer package appears visibly damaged at delivery, please photograph it before opening and contact us immediately.
• Incorrect or wrong product delivered.
• Expired product delivered.
• Item missing from the package.

Mandatory Verification (Unboxing Video):

We strongly recommend recording a continuous unboxing video, as it helps us verify claims quickly. If a video is unavailable, we may request other supporting evidence, such as photographs, depending on the circumstances.

Return Shipping Costs:

• Defective/Wrong Items: Where reverse pickup is available, IM21 will arrange it. If reverse pickup is unavailable in your area, we will provide instructions for returning the product and reimburse eligible return shipping costs where applicable.
• Change of Mind: We do not accept returns for "Change of Mind" or non-defective products once the seal is opened.

2. Refund Policy

Once your return reaches our warehouse and passes quality verification, we will initiate your refund.

• Processing Timeline: Refunds are processed within 4 business days of receiving the return.
  • Disclaimer: Refund processing times may vary depending on your bank or payment provider.
• Credit Timeline: The amount will reflect in your original payment source within 5–7 business days.
• COD Orders: For Cash on Delivery orders, refunds will be transferred to your Bank Account. You will be asked to provide your Bank Details (Name, Account No, IFSC).

3. Order Cancellation Policy

• Before Dispatch: You can cancel your order within 12 hours of placing it or before it is dispatched (whichever is earlier) for a full refund.
• After Dispatch: We cannot cancel orders once they are shipped. If you refuse delivery, the shipping charges (and the ₹49 booking amount for Partial COD orders) will be deducted from your refund.
• Combo Packs: Individual items in a combo pack cannot be cancelled or returned separately.

4. Non-Returnable Items

Returns will be rejected if:

• The item has been used or the seal is broken (unless defective).
• The request is made after 7 days of delivery.
• Original packaging, labels, or accessories are missing.
• The product was damaged due to misuse.

5. Contact Us

If you have any issues with your delivery or product, please contact our support team immediately.

• Brand Name: IM21

• Operated by: JAYABEN JASHVANTBHAI PATEL

• Legal Entity : JAYABEN JASHVANTBHAI PATEL

• GST NO : 24AQZPP0718R1ZW

• Registered Business Address:
  Near Amba Talavadi, 1st Floor, Plot No. 16, Bhaktinandan Housing Society, Aamba Talavadi Road, Katargam, Surat, Gujarat – 395004, India

• Phone / WhatsApp: +91 9408134289

• Email: support@im21.in

• Business Hours: Monday to Saturday: 9:30 AM – 6:30 PM (IST)