This policy applies to free home-trial appointments and purchases made from POKUS TECHNOLOGIES PRIVATE LIMITED through the Pokus application, website, payment links or assisted home-shopping service.
01free home-trial appointments
Pokus home-trial appointments are booked at ₹0. Customers may cancel or request rescheduling before the appointment through the Pokus application or by contacting support@pokus.ai. Because no booking fee is collected, no refund is payable when a free appointment is cancelled or missed.
Pokus may reschedule or cancel an appointment because of serviceability, adviser availability, inventory, traffic, safety concerns or events outside reasonable control. We will attempt to notify the customer and offer another available slot.
02no-purchase visits
Customers are under no obligation to purchase during a Pokus visit. If a customer decides not to buy any product, no product payment will be collected and the Pokus adviser will take back the trial selection.
03product-order cancellation
A product order may be cancelled before the fresh, sealed product has been handed over or dispatched. Once a product has been delivered, cancellation is no longer available and the request will be handled under the return and replacement rules below.
If Pokus cancels an item after receiving payment because it is unavailable or cannot be fulfilled, the customer will receive a full refund for that item. A replacement will be supplied only with the customer’s approval.
04products eligible for replacement or refund
Contact support@pokus.ai within seven days of delivery if a product is:
- Different from the product ordered.
- Damaged or leaking at delivery.
- Defective.
- Expired at the time of delivery.
- Delivered with visibly tampered or compromised packaging.
- Suspected to be spurious or not genuine.
- Materially different from its stated description.
- Not delivered within the agreed period, unless a revised delivery time was accepted.
After verification, Pokus may offer a replacement or an appropriate refund. If a replacement is unavailable or the customer is legally entitled to a refund, Pokus will process the refund. This policy does not restrict any remedy available under applicable consumer law.
05hygiene-sensitive and non-returnable products
Cosmetics, skincare, haircare and personal-care products are hygiene-sensitive. Except for the eligible situations above or where required by law, a product cannot be returned after it has been opened, unsealed, used or altered.
Returns or refunds are generally not available solely because of:
- A change of mind after delivery.
- A shade, colour, fragrance, texture or finish preference.
- Personal skin compatibility where the product is genuine, undamaged and correctly supplied.
- Failure to follow usage, storage or safety instructions.
- Damage caused after delivery.
- Normal packaging changes introduced by the manufacturer.
The at-home trial helps customers assess shades and preferences before purchasing a fresh, sealed unit. An exception for defect, damage, incorrect supply, expiry, tampering, misrepresentation or another statutory right remains available even if the issue becomes apparent after opening.
06how to request a return, replacement or refund
Send the following information to support@pokus.ai:
- Registered name and telephone number.
- Order or transaction number.
- Product name.
- Reason for the request.
- Clear photographs or video showing the product, packaging, batch details and issue, where relevant.
Retain the product, original packaging, invoice and included accessories until the request is resolved. Do not dispose of a disputed product unless Pokus confirms that it is unnecessary to retain it.
07review and collection
Pokus will acknowledge a consumer complaint within 48 hours. A complete refund or replacement request will ordinarily be reviewed within five business days. We may request additional information or arrange inspection or collection.
Where collection is required for an eligible claim, Pokus will coordinate it and bear reasonable return costs. A request may be declined if information is materially incomplete, the product was damaged after delivery, the product has been misused or the request is fraudulent. Reasons will be communicated to the customer.
08refund method and timeline
Approved refunds will be initiated within 7–10 business days after approval, using the original payment method wherever possible. The customer’s bank, card issuer or payment provider may require additional time to credit the amount.
Delivery or service charges will be refunded where the entire order was cancelled by Pokus or where required by law. Charges unrelated to an affected item may not be refundable for a partial return. Discounts and credits will be adjusted proportionately, and the refund will not exceed the amount paid for the affected item.
09failed or duplicate payments
If money is deducted but an order is not confirmed, or the same transaction is charged more than once, contact support@pokus.ai with the payment reference. After verification, an erroneous or duplicate payment will be reversed or refunded through the applicable payment channel.
10replacements
An approved replacement is subject to stock availability. If the same product is unavailable, the customer may choose an alternative of equivalent value or receive an appropriate refund. Pokus will not substitute a product without approval.
11manufacturer warranty and safety concerns
Certain products may be covered by a manufacturer or brand warranty. Pokus will provide reasonable assistance where a claim must be handled by the manufacturer. If a customer experiences an adverse reaction, the customer should stop using the product, seek appropriate medical advice where necessary, and report the product and batch details to Pokus.
12abuse and fraud prevention
Pokus may investigate requests involving suspected fraud, altered evidence, repeated misuse, product substitution or deliberate damage. This provision will not be used to deny a genuine claim or a right available under applicable law.
13contact and grievance redressal
Consumer complaints will be acknowledged within 48 hours of receipt and resolved within one month, in accordance with applicable law. Please include your registered contact details, order or transaction number and a description of the issue.