Refund policy

Last updated: October 10, 2026

1. Introduction

This Refund and Return Policy applies to all purchases made on inoko.in (the "Website"), operated by VSR Ventures under the brand name Inoko ("Inoko", "we", "us", "our"). By placing an order on the Website, you agree to the terms of this Policy.

Inoko products are personal-care products that are applied directly to the scalp. To protect the health and safety of every customer, we do not accept returns of products that have been opened or used, except as set out in this Policy. Nothing in this Policy limits any rights you have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable Indian law.

2. Definitions

- "Order" means a confirmed purchase placed on the Website.
- "Delivery Date" means the date on which the courier records the Order as delivered.
- "Product" means any Inoko product purchased on the Website, including each ampoule in a bundle.
- "Unboxing Video" means a single, continuous, unedited video recorded while opening the parcel, starting from the sealed outer package with the shipping label clearly visible, and showing the Product and its condition.
- "Eligible Issue" means any of the situations described in Section 3.

3. When we will help (Eligible Issues)

You are entitled to a replacement or a refund if:

a) Damaged in transit: the Product or its packaging arrives broken, crushed, cracked or leaking.
b) Wrong product: you receive a product, variant or quantity different from what you ordered.
c) Missing product: one or more items are missing from your Order.
d) Seal or tamper issue: the Product's seal is broken or the Product appears tampered with at the time of delivery.
e) Expired product: the Product is past its expiry date at the time of delivery.
f) Manufacturing defect: the built-in applicator, cap or tube does not work as intended (for example, the product does not dispense, or the applicator head is broken), discovered on first use.

4. What is not eligible

We are unable to accept returns, replacements or refunds for:

- Products that have been opened, used or had their seal broken, unless the issue falls under Section 3(d), 3(e) or 3(f).
- Change of mind, or no longer wanting the Product.
- Personal preference regarding texture, feel, sensation or results. Individual results vary, and we do not guarantee any specific result or timeline.
- Reactions or sensitivity to any ingredient. The full ingredient list is printed on the packaging and shown on the Website, and we recommend a patch test before first use (see Section 14).
- Damage caused by misuse, improper storage or failure to follow the directions for use.
- Claims raised after the time limits in Section 5, or without the evidence required in Section 5.
- Products purchased from any seller, marketplace or channel other than the Website.

5. Time limits and evidence required

To help us resolve your request quickly and fairly, you must:

a) Raise the request within 48 hours of the Delivery Date for Eligible Issues under Sections 3(a) to 3(e).
b) Raise the request within 7 days of the Delivery Date for manufacturing defects under Section 3(f), with the Product substantially unused (no more than a first application).
c) Provide:
   - your Order number;
   - the Unboxing Video (mandatory for Sections 3(a) to 3(d));
   - clear photographs of the Product, the outer packaging and the shipping label; and
   - for manufacturing defects, a short video showing the defect.

Requests that do not meet these conditions may be declined. If the outer packaging is visibly damaged or appears tampered with at the time of delivery, you may refuse to accept the parcel and inform us within 48 hours.

6. How to raise a request

Email us at contact@inoko.in with the subject line "Return Request – [Order number]", along with the information listed in Section 5(c). Please keep the Product, its packaging and all contents safely until your request is resolved, as we may need them back.

7. Review and decision

- We will acknowledge your request within 48 hours.
- We will review your request and share our decision within 5 working days of receiving all the required information.
- We may ask for additional photographs or videos, or ask you to return the Product for inspection, before reaching a decision.
- If your request is approved, we will confirm whether you will receive a replacement or a refund (see Section 8).

8. Resolution: replacement or refund

For approved requests, we will, at our discretion and subject to your preference where possible:

- send a replacement of the same Product at no additional cost, subject to stock availability; or
- issue a refund for the affected Product.

If a replacement is not available, we will issue a refund. If only part of an Order or bundle is affected, the replacement or refund will apply only to the affected Product(s).

9. Return pickup

Where we require the Product to be returned, we will arrange a free reverse pickup from your delivery address. Please pack the Product securely in its original packaging, where possible, and hand it over to the courier along with any items we ask you to return.

If reverse pickup is not available at your pin code, we will ask you to send the Product to us through a courier service of your choice and will reimburse the reasonable courier charges on receipt of a valid courier receipt.

10. Refunds: method and timelines

Once a refund is approved:

- Prepaid orders (UPI, credit/debit card, net banking, wallet): refunded to the original payment method within 5–7 working days of approval.
- Cash on Delivery orders: refunded to your bank account or UPI ID within 5–7 working days of receiving your verified bank or UPI details. We do not issue cash refunds.

Depending on your bank or payment provider, it may take an additional 3–5 working days for the amount to reflect in your account. Refunds are issued in Indian Rupees only.

11. Refund amount, discounts and offers

- The refund amount is the amount you actually paid for the affected Product(s), after any discounts, offers or prepaid benefits applied at checkout.
- Where a Product was purchased as part of a bundle or multi-pack offer, the refund for any single unit will be calculated proportionately on the bundle price you paid.
- Any free gift or complimentary item received with the Order must be returned if the full Order is refunded; otherwise its value may be adjusted from the refund.
- Shipping is free on all Orders, so there are no shipping charges to refund or deduct for Eligible Issues.

12. Order cancellations

- Before dispatch: you may cancel your Order by emailing contact@inoko.in with your Order number. If the Order has not been dispatched, we will cancel it and issue a full refund as per Section 10.
- After dispatch: Orders cannot be cancelled once dispatched.
- Refused deliveries (prepaid): if you refuse delivery of a prepaid Order without an Eligible Issue, we will refund the amount once the parcel returns to us in its original, unopened condition, after deducting the actual forward and return shipping costs incurred. We will confirm the deduction to you by email before processing the refund.
- Refused deliveries (Cash on Delivery): refusing Cash on Delivery Orders without an Eligible Issue causes us real costs. We reserve the right to restrict Cash on Delivery for future Orders from accounts, phone numbers or addresses with repeated refusals.
- Cancellations by us: we may cancel an Order if a Product is out of stock, the delivery address is not serviceable, there is a pricing or listing error, or we suspect fraudulent activity. In such cases, we will issue a full refund for any amount paid.

13. Non-delivery and lost parcels

If your tracking shows an Order as delivered but you have not received it, please inform us within 48 hours of the recorded Delivery Date. We will investigate with our courier partner, which can take up to 7 working days. If the parcel is confirmed lost, we will send a replacement or issue a full refund.

14. Product reactions and safety

Our Products are cosmetic scalp-care products and are not medicines. Please read the ingredient list and do a patch test before first use (apply a small amount behind the ear and wait 24 hours). If you experience irritation or any reaction, stop using the Product immediately and consult a doctor. While opened Products cannot be returned on these grounds, please write to us at contact@inoko.in so that we can record your experience and assist you. This does not affect any statutory rights you may have.

15. Misuse of this Policy

We reserve the right to decline any request, and to restrict future purchases, where we reasonably believe that the evidence provided has been altered, the Product has been tampered with or substituted after delivery, or this Policy is being misused (including repeated or excessive claims).

16. Grievance redressal

If you are not satisfied with how your request has been handled, you may contact our Grievance Officer at contact@inoko.in. In accordance with the Consumer Protection (E-Commerce) Rules, 2020, we will acknowledge your complaint within 48 hours and aim to resolve it within one month of receipt.

17. Changes to this Policy

We may update this Policy from time to time. The version published on the Website at the time you place your Order will apply to that Order.

18. Contact us

VSR Ventures 
Sector 14, Rohini, Delhi 110085, India
Email: contact@inoko.in
Support hours: Monday to Saturday, 10am – 6pm IST