Frequently Asked Questions

Find answers to most commonly asked  questions about our company, products/services, policies, and more.
Drop us a note at help@numour.com in case you do not get your query answered here.

Policies and Terms of Use

1. Privacy Policy

2. Terms and Conditions

3. Refunds & Replacements
4. FAQ's

1. Privacy Policy

At Numour, we are committed to protecting your privacy and handling your information responsibly.

This Privacy Policy explains how NUVANZA VENTURE PRIVATE LIMITED (“Numour”, “we”, “us”, “our”) collects, uses, stores, processes, and protects your personal information when you visit our website or purchase our products.

By accessing or using this website, or by availing any goods or services from us, you consent to the collection and use of your information in accordance with this Policy and applicable Indian laws, including the Information Technology Act, 2000 and the SPDI Rules, 2011.

This Policy applies to all website visitors, customers, and anyone who interacts with Numour’s products, website, or support channels.

We may update this Policy periodically, and the latest version will always be available on this page. Continued use of the Website constitutes your acceptance of the updated Policy.

What data is being collected?

We may collect the following categories of information when you visit our Website, place an order, or interact with Numour:

2.1 Personal Data

  • Name

  • Email address

  • Phone number

  • Billing and shipping address

  • Order history and purchase details

  • Information you provide during customer support interactions

2.2 Technical & Usage Data

  • IP address

  • Device type, operating system, and browser type

  • Pages viewed, time spent, referral links, and site navigation patterns

  • Cookies, pixel tags, and analytics data

  • Location data (approximate, based on IP)

2.3 Payment Information

We do not store your full credit/debit card numbers, UPI IDs, or net banking credentials.
All payments are securely processed by PCI-DSS compliant third-party gateways such as Razorpay, Cashfree, or Shopify Payments.

We may receive limited metadata such as:

  • Transaction reference ID

  • Payment status

  • Payment method type (e.g., card, UPI, wallet)

2.4 Data Provided Through Third-Party Platforms

If you engage with us via:

  • Instagram

  • Facebook

  • Google

  • Marketplace platforms (Amazon, Flipkart, Nykaa)

  • WhatsApp

We may receive certain data from these platforms as permitted under their policies.

2.5 Sensitive Personal Data

We do not collect or store any Sensitive Personal Data under Indian law, such as:

  • Financial information

  • Health data

  • Passwords

  • Biometric data

  • Aadhaar or PAN numbers

All data we collect is limited to what is necessary to provide our products and services in accordance with applicable laws.

What do we do with data we gather?

We use your information for the following purposes:

3.1 To Provide and Fulfil Our Services

  • Processing and managing your orders

  • Delivering products to your address

  • Processing secure payments

  • Providing customer support and resolving queries

  • Sending order confirmations, shipping updates, and transactional alerts

3.2 For Communication

  • Sending important service-related notifications

  • Responding to customer enquiries

  • Sharing updates about new launches, offers, or promotions (only if you opt-in)

3.3 For Personalisation & Improvement

  • Understanding usage patterns and customer preferences

  • Improving our products, website, and customer experience

  • Conducting analytics, research, and internal audits

3.4 For Safety, Fraud Prevention & Compliance

  • Detecting and preventing fraud, abuse, or illegal activity

  • Maintaining website security and operational integrity

  • Complying with legal, regulatory, tax, or accounting obligations

3.5 For Training & Quality Assurance

  • Improving internal processes and customer support quality

  • Training staff and service providers (without revealing unnecessary personal details)

We process your information strictly for these purposes and in accordance with applicable Indian laws.

Who do we share your data with?

We do not sell or rent your personal information to anyone.
However, we may share your information with trusted third parties, strictly on a need-to-know basis, for the purposes described in this Policy.

4.1 Service Providers

We share data with third-party service providers who help us operate our business, including:

  • Fulfilment & logistics partners (e.g., Primarc Pecan Retail Ltd, courier partners)

  • Payment gateways (Cashfree, Razorpay, Shopify Payments)

  • Website hosting & e-commerce platforms (Shopify)

  • Customer support tools (email, WhatsApp service providers)

  • Marketing & communication tools (Klaviyo, Meta, Google)

  • Analytics & measurement services (Google Analytics, Meta Pixel)

These partners access your data only to perform their services and are bound by confidentiality and data protection obligations.

4.2 Government or Regulatory Authorities

We may disclose data when required to:

  • Comply with applicable law

  • Respond to law enforcement requests

  • Meet regulatory or tax obligations

  • Protect our legal rights, customers, or public safety

4.3 Marketplace Partners

If you purchase Numour products through third-party marketplaces (e.g., Amazon, Flipkart, Nykaa), we may receive or share limited information necessary to fulfil and service your order.

We share your data only with trusted partners, and each such entity is required to implement reasonable security practices in accordance with applicable Indian laws.

How we use cookies?
We use "cookies" to collect information and to better understand customer behaviour. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to avail our goods or services to the full extent. We do not control the use of cookies by third parties. The third party service providers have their own privacy policies addressing how they use such information.
Your Rights Related to Your Data

Subject to applicable laws, you have the following rights regarding your personal data:

6.1 Right to Access

You may request a copy of the personal information we hold about you.

6.2 Right to Correction

You may request correction or updating of inaccurate or incomplete information.

6.3 Right to Deletion

You may request deletion of your personal data, where legally permissible and where such data is not required for:

  • Legal compliance

  • Tax or accounting obligations

  • Fraud prevention

  • Transactional record-keeping

6.4 Right to Withdraw Consent

You may withdraw your consent for data processing or marketing communication at any time.

Please note that withdrawing consent may affect our ability to provide certain services.

6.5 Right to Opt-Out of Marketing

You may opt out of promotional emails or SMS by:

Transactional emails will continue as they are required to fulfil your orders.

6.6 Right to Restrict or Object to Processing

You may request that we restrict certain types of processing in specific circumstances.

6.7 Right to Lodge a Complaint

If you have concerns about the handling of your data, you may contact our Grievance Officer:

Grievance Officer
Name: Divya Jain
Email: grievance@numour.com
Address: A-65 Swasthya Vihar, New Delhi-110092

We will respond to all valid requests within 30 days as per applicable law.

How long will we retain your information and data ?
We may retain your information or data (i) for as long as we are providing goods and services to you; and (ii) as permitted under applicable law, we may also retain your data or information even after you terminate the business relationship with us. However, we will process such information or data in accordance with applicable laws and this Policy.
What steps do we take for data security?
We will use commercially reasonable and legally required precautions to preserve the integrity and security of your information and data.
How to reach out to query/grievance officer?
For any queries, questions or grievances about this Policy, please contact us using the contact information provided on this website or by writing us at help@numour.com.

2. Terms and Conditions

This website is owned and operated by Nuvanza Venture Private Limited, with its registered office at A-65 Swasthya Vihar, New Delhi - 110092 (“Numour”, “we”, “us”, “our”). Throughout the site, the terms “we”, “us” and “our” refer to Nuvanza Venture Private Limited. Nuvanza Venture Private Limited supplies products directly to customers who transact using the site, and offers this website, including all information, tools and services available from it, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by these Terms and Conditions (“Terms”), including the additional terms, conditions and policies referenced herein and/or available by hyperlink. These Terms apply to all users of the site, including browsers, customers, merchants and contributors of content. Please read them carefully before using the site. If you do not agree to all of these Terms, you may not access the website or use any Service.
We reserve the right to update, change or replace any part of these Terms by posting updates to our website. It is your responsibility to check this page periodically. Your continued use of the site following any change constitutes acceptance of that change.

Section 1 — Online Store Terms

By agreeing to these Terms, you represent that you are at least the age of majority in your state or place of residence (18 years of age or older), or that you are the age of majority and have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorised purpose, nor may you, in using the Service, violate any laws in your jurisdiction (including copyright laws). You must not transmit any worms, viruses or any code of a destructive nature. A breach of any of these Terms will result in immediate termination of your access to the Service.

Section 2 — General Conditions

We reserve the right to refuse service to anyone, for any reason, at any time. You understand that your content (excluding payment card information) may be transferred unencrypted and may involve transmissions over various networks and changes to conform to technical requirements. We do not store your card data; payments are processed by PCI-DSS compliant gateways in line with Reserve Bank of India tokenisation norms.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service without our express written permission.

Section 3 — Accuracy, Completeness and Timeliness of Information

We are not responsible if information made available on this site is not accurate, complete or current. The material is provided for general information only and should not be relied upon as the sole basis for decisions without consulting more accurate or timely sources. Any reliance on the material is at your own risk. We reserve the right to modify the contents of the site at any time, but have no obligation to update any information.

Section 4 — Modifications to the Service and Prices
Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part of it) without notice. We shall not be liable to you or to any third party for any modification, price change, suspension or discontinuance of the Service.

Section 5 — Products or Services

Certain products or services may be available exclusively online through the website and may have limited quantities. We have made every effort to display the colours and images of our products as accurately as possible; we cannot guarantee that your screen's display will be accurate. We reserve the right to limit the quantities of any products or services that we offer, and to discontinue any product at any time. All descriptions of products and pricing are subject to change at any time without notice, at our sole discretion.

Section 6 — Accuracy of Billing and Account Information

We reserve the right to refuse any order you place with us. You agree to provide current, complete and accurate purchase and account information for all purchases made at our store, and to promptly update your account and other information so that we can complete your transactions and contact you as needed.

Section 7 — Prices, Taxes and Payment

7.1 All prices are in Indian Rupees and are inclusive of GST unless stated otherwise. The maximum retail price shown on packaging is inclusive of all taxes.

7.2 Shipping charges, where applicable, are shown at checkout before you confirm your order. No charge is applied that has not been disclosed to you before payment.

7.3 Prices may change at any time, but a change will not affect an order for which a contract has already been formed under these Terms.

7.4 We accept the payment methods shown at checkout. Payments are processed by third-party payment gateways that are PCI-DSS compliant. We do not store your full card number, UPI PIN, CVV or net-banking credentials. Card tokenisation is handled in accordance with applicable Reserve Bank of India directions.

7.5 Where cash on delivery is available, it may be subject to order value limits, pin-code availability and a disclosed handling fee.

Section 8 — Optional Tools and Third-Party Links

We may provide you with access to third-party tools which we neither monitor nor have any control over. You acknowledge that we provide access to such tools “as is” and “as available” without any warranties. Certain content, products and services available via our Service may include materials from third parties, and third-party links on this site may direct you to websites that are not affiliated with us. We are not responsible for examining or evaluating their content, and are not liable for any third-party materials or websites.

Section 9 — User Comments, Feedback and Other Submissions

If you send us certain specific submissions (for example contest entries) or creative ideas, suggestions or other materials, you agree that we may, at any time and without restriction, use, edit, copy, publish and distribute any such comments. We are under no obligation to maintain any comments in confidence, to pay compensation, or to respond to any comments. You agree that your comments will not violate any right of any third party and will not contain unlawful, abusive or obscene material.

Section 10 — Refunds, Cancellations and Warranty

10.1 You shall be entitled to claim a refund of the payment made by you in case we are not able to provide the Service. The timelines for such return and refund are set out in our Cancellation & Refund Policy. If you do not raise a refund claim within the stipulated time, you will not be eligible for a refund.

10.2 Products we cannot accept back on a change-of-mind basis. For hygiene and safety reasons, we cannot accept change-of-mind returns of products where the seal has been broken, or of skincare products that have been opened or used. This restriction does not apply to any return for a defective, spurious, damaged or misdescribed product, which can always be returned, whether or not it has been opened or used.

10.3 Device warranty. Numour devices carry a 12-month limited warranty from the date of delivery against manufacturing defects. During this period we will, at our option, repair or replace a defective device free of charge, or refund you where repair and replacement are both impracticable. The warranty does not cover damage caused by accident, liquid ingress beyond the device's stated rating, use of a charger or accessory not supplied or approved by us, unauthorised repair or disassembly, or normal cosmetic wear. Warranty service is available only for products purchased from numour.com or an authorised Numour channel; please retain proof of purchase.

Section 11 — Errors, Inaccuracies and Omissions

Occasionally there may be information on our site that contains typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, offers, shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information on the site is inaccurate at any time without prior notice (including after you have submitted your order).

Section 12 — Device Safety, Intended Use, Contraindications and Warnings

12.1 Intended use. Numour devices — including those using LED light, microcurrent, sonic vibration, thermal and cryo functions — are consumer cosmetic appliances intended for the temporary improvement of the appearance of the skin. They are not medical devices. They are not intended to diagnose, treat, cure, mitigate or prevent any disease or medical condition, and no claim to that effect is made by us or should be inferred from any of our materials.

12.2 Instructions form part of these Terms. The user manual, quick-start guide, on-pack warnings and product-page safety information supplied with or in respect of each device form part of these Terms. You must read them in full before first use. Using a device otherwise than in accordance with those instructions is a misuse of the product.

12.3 Do not use any Numour device if :
• You have a pacemaker, implanted defibrillator, cochlear implant, insulin pump, or any other implanted            electronic or electrically powered device;
• You have metal or metallic implants, plates or pins in or near the treatment area;
• You are pregnant, think you may be pregnant, or are breastfeeding;
• You have epilepsy or any seizure disorder, or a history of photosensitive seizures;
• You have an active cancer or malignancy, or a history of skin cancer in the treatment area;
• You have a photosensitivity disorder such as lupus or porphyria;
• You have a heart condition, arrhythmia, or deep vein thrombosis;
• You have broken, bleeding, sunburnt, or infected skin, open wounds, active cold sores, or an active flare of eczema, psoriasis or rosacea in the treatment area; or
• You are under 18 years of age.

Do not use a device on or near the eyes, look directly into the LED light, use a device on the front of the neck over the thyroid or carotid area, use a device internally, use a device while it is charging, or immerse a device in water beyond its stated water-resistance rating. Use only the charger and accessories supplied or approved by us.

12.4 Consult a qualified medical practitioner before use if :
• You are taking any medication that increases light sensitivity, including isotretinoin, oral or topical retinoids, tetracycline antibiotics such as doxycycline, certain diuretics, or St John's Wort;
• You have had facial surgery, injectable treatments (including botulinum toxin or dermal fillers), a chemical peel, laser treatment, microneedling or microdermabrasion within the past 4 weeks;
• You have a thyroid condition, diabetes, impaired skin sensation, or any bleeding disorder;
• You have any implanted metal dental work in the treatment area; or
•You  have any other medical condition or concern about whether the device is suitable for you.

12.5 Patch test. Before first use, carry out a patch test on a small, discreet area of skin and wait 24 hours. Do not proceed to full use if you experience redness, itching, swelling, blistering or any other reaction.

12.6 Safe use. Use the device only for the duration, frequency and intensity stated in the instructions. More frequent or longer use will not improve results and increases the risk of irritation or injury. Keep devices out of the reach of children. Devices are for personal use by the purchaser and should not be shared.

12.7 Stop and seek advice. Discontinue use immediately and consult a qualified medical practitioner if you experience burning, stinging, pain, blistering, persistent redness, swelling, dizziness, headache, visual disturbance, or any other adverse reaction. Please also report any adverse reaction to us at admin@numour.com so that we can record and investigate it.

12.8 Not medical advice. Information on our website, packaging, social media channels and in our communications is provided for general information only and is not medical advice. It is not a substitute for consultation with a qualified medical practitioner. If you have any concern about your health or a medical condition, please seek professional advice before using our devices.

Section 13 — Prohibited Uses
In addition to other prohibitions set out in these Terms, you are prohibited from using the site or its content: for any unlawful purpose; to solicit others to perform or participate in any unlawful acts; to violate any regulations, rules or laws; to infringe upon our intellectual property rights or those of others; to harass, abuse, defame or discriminate; to submit false or misleading information; to upload or transmit viruses or any other type of malicious code; to collect or track the personal information of others; to spam, phish or scrape; for any obscene or immoral purpose; or to interfere with the security features of the Service. We reserve the right to terminate your use of the Service for violating any of the prohibited uses.

Section 14 — Intellectual Property

14.1 Our rights. All intellectual property in this website and in our products — including the NUMOUR and NUVANZA names and logos, all other trade marks, product names, the design, look and feel of the website, all text, photographs, video, illustration, packaging design, product design, industrial designs, patents, formulations and software — is owned by or licensed to Nuvanza Venture Private Limited and is protected under Indian and international law.

14.2 Your licence. We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to access and view the website for your own non-commercial use, and to use the products you purchase for their intended personal use.

14.3 What you may not do. Except as permitted by law or with our prior written consent, you may not copy, reproduce, republish, distribute, modify, translate, create derivative works from, sell, licence or commercially exploit any part of the website or its content. You may not remove or obscure any proprietary notice, or use our trade marks in any way likely to cause confusion.

14.4 Automated access and data mining. You may not use any automated system to scrape, crawl, harvest or extract content from this website, and you may not use our content for text or data mining or for training machine-learning or artificial-intelligence models, in each case without our prior written consent. We expressly reserve all rights in this respect.

14.5 Reverse engineering. You may not disassemble, decompile or reverse engineer any Numour device or its firmware, except to the extent that such a restriction cannot lawfully be imposed.

14.6 Reporting infringement. If you believe content on this website infringes your rights, please write to our Grievance Officer at the address in the Grievance Redressal section with details of the content and your rights in it.

Section 15 — Disclaimer of Warranties; Limitation of Liability

We do not guarantee that your use of our Service will be uninterrupted, timely, secure or error-free. You agree that from time to time we may remove the Service for indefinite periods or cancel it at any time, without notice. Your use of the Service is at your sole risk. The Service and all products delivered to you are provided “as is” and “as available” for your use, except as expressly stated by us.
In no case shall Nuvanza Venture Private Limited, our directors, officers, employees or agents be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special or consequential damages of any kind arising from your use of any of the Service or products. Our aggregate liability for any claim arising out of or relating to the use of this website or any product shall not exceed the amount paid by you for the order concerned.

Section 16 — Indemnification

You agree to indemnify, defend and hold harmless Nuvanza Venture Private Limited and our officers, directors, employees, agents and affiliates from any claim or demand, including reasonable legal fees, made by any third party due to or arising out of your breach of these Terms or the documents they incorporate by reference, or your violation of any law or the rights of a third party.

Section 17 — Severability

In the event that any provision of these Terms is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed, without affecting the validity and enforceability of the remaining provisions.

Section 18 — Termination

These Terms are effective unless and until terminated by either you or us. You may terminate them at any time by notifying us that you no longer wish to use our Services, or by ceasing to use our site. If in our sole judgment you fail to comply with any term or provision of these Terms, we may also terminate this agreement at any time without notice, and you will remain liable for all amounts due up to and including the date of termination.

Section 19 — Entire Agreement; Force Majeure

These Terms and any policies or operating rules posted by us on this site constitute the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior agreements. Any ambiguities in the interpretation of these Terms shall not be construed against the drafting party.
We shall not be held responsible for any loss, damage, delay or failure to perform our obligations where such loss, damage, delay or failure arises from events beyond our reasonable control, including natural disasters, severe weather, fire, flood, war, civil commotion, strikes, government restrictions, pandemics or power failures.

Section 20 — Governing Law

These Terms and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts at Delhi.

Section 21 — Changes to Terms of Service

You can review the most current version of these Terms at any time on this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms by posting updates and changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of the website following the posting of any changes constitutes acceptance of those changes.

Section 22 — Grievance Redressal and Contact Information

For any questions about these Terms, or to raise a grievance, you may contact our Grievance Officer:
Name: Divya Jain
Designation: Grievance Officer
Email: admin@numour.com
Address: A-65 Swasthya Vihar, New Delhi - 110092
We will acknowledge your complaint within 48 hours and aim to resolve it within 7 business days. In any case, we will respond to all valid requests within 30 days as required under applicable law. If your concern remains unresolved, you may contact the National Consumer Helpline on 1800-11-4000 or approach the Consumer Disputes Redressal Commission.

1 Can I cancel my order?
You can cancel your order within 24 hours of placing it, provided it has not already been dispatched. Contact us at help@numour.com with your Order ID. Once your cancellation is confirmed, your refund will be processed within 7 business days to your original payment method.

2 Can I cancel my order after it has been dispatched?
Once your order has been shipped, we are unable to cancel it. If the product arrives damaged, defective or incorrect, please raise a claim using the process below.

3 Can I return or exchange my order?
Returns are accepted only in the following cases:
• Physically damaged products
• Manufacturing defects
• Incorrect shipments

Please email help@numour.com within 24 hours of delivery with an unboxing video and clear photographs of the issue. Photographs must clearly show the damage or defect. Claims raised after 24 hours cannot be processed, as the window to escalate with our shipping partner closes after this period.

4 What condition must the product be in?
All returns must be in original, unused condition with the original packaging, seals and all accessories included. If the product is not returned in an acceptable condition, the return will be disqualified and the product will be shipped back to you. Products with altered or removed serial numbers are not eligible.

5 The package I received is open or the seal is broken. What should I do?
Please do not accept any package where the outer seal is broken or tampered with. Refuse the delivery and inform us immediately at help@numour.com. If an open package is accepted, we will not be liable for damaged, missing or incorrect products.

6 How do I raise a return or refund request?

Email help@numour.com with:
• Your Order ID
• An unboxing video
• Clear photographs of the product and its packaging

Our team will validate your request and reply with the next steps. Please do not ship any product back to us before you receive written confirmation from us.

7 Where do I send the product?
Please do not ship anything before your return is approved. Once your request is confirmed, we will inform you by email where to send the product. Returns sent without prior written confirmation cannot be accepted or processed.

8 When will I receive my refund?
Once your return is approved and the product has been received and inspected at our warehouse, your refund will be processed within 7 business days and credited to your original payment method.

For Cash on Delivery orders, refunds are made by bank transfer. We will request your bank account details by email once the refund is approved.

9 Will I get a refund or a replacement?
Where stock is available we will send a replacement. Where a replacement is not possible, we will issue a refund. In special circumstances we may offer a partial refund — for example where only part of an order is affected. We will always work with you towards a fair resolution.

10 Do you offer direct exchanges?
We do not currently offer direct exchanges. If you would like a different product, please raise a refund request and place a fresh order.

11 Who pays for return shipping?
For approved claims where the product was damaged, defective or incorrectly shipped, Numour arranges and pays for reverse pickup. For warranty claims, reverse pickup is chargeable as per your location, as set out in our Warranty section.

12 My order shows delivered but I have not received it. What should I do?
Please contact us at help@numour.com within 24 hours of the delivery notification. This time frame is important because the window to escalate disputes with our shipping partner closes after this period.

13 How do I return a product bought from Amazon, Flipkart or Nykaa?
Purchases made on third-party marketplaces (including but not limited to Amazon, Flipkart, Nykaa, Myntra, Blinkit, Instagram, Google, YouTube and Facebook) are governed by those platforms' own return, refund and exchange policies. For warranty claims on marketplace purchases, please register your device at numour.com/pages/warranty_registration.

14 What if my order is delayed or undelivered due to circumstances beyond your control?
In rare cases — such as natural disasters, severe weather, government restrictions, strikes or pandemics — delivery timelines may be affected by events outside our reasonable control. We will notify you as soon as possible and will either fulfil your order at the earliest opportunity or issue a full refund
.
15 What if I received a free gift with my order?

Free gifts and promotional items are not separately refundable. If you return a product that qualified you for a free gift, the gift must be returned along with it, or its value will be deducted from your refund.

If your concern is not resolved by our customer support team, you may escalate it to our Grievance Officer:

Name: Divya Jain
Designation: Grievance Officer
Email: admin@numour.com
Address: A-65 Swasthya Vihar, New Delhi - 110092

We will acknowledge your complaint within 48 hours and aim to resolve it within 7 business days. In any case, we will respond to all valid requests within 30 days as required under applicable law. If your concern remains unresolved, you may contact the National Consumer Helpline on 1800-11-4000 or approach the Consumer Disputes Redressal Commission."

1 Can I cancel my order?
You can cancel your order within 24 hours of placing it, provided it has not already been dispatched. Contact us at help@numour.com with your Order ID. Once your cancellation is confirmed, your refund will be processed within 7 business days to your original payment method.

2 Can I cancel my order after it has been dispatched?
Once your order has been shipped, we are unable to cancel it. If the product arrives damaged, defective or incorrect, please raise a claim using the process below.

3 Can I return or exchange my order?
Returns are accepted only in the following cases:
• Physically damaged products
• Manufacturing defects
• Incorrect shipments
Please email help@numour.com within 48 hours of delivery with an unboxing video and clear photographs of the issue. Photographs must clearly show the damage or defect. Claims raised after 48 hours cannot be processed, as the window to escalate with our shipping partner closes after this period.

4 What condition must the product be in?
All returns must be in original, unused condition with the original packaging, seals and all accessories included. If the product is not returned in an acceptable condition, the return will be disqualified and the product will be shipped back to you. Products with altered or removed serial numbers are not eligible.

5 The package I received is open or the seal is broken. What should I do?
Please do not accept any package where the outer seal is broken or tampered with. Refuse the delivery and inform us immediately at help@numour.com. If an open package is accepted, we will not be liable for damaged, missing or incorrect products.

6 How do I raise a return or refund request?
Email help@numour.com with your Order ID, an unboxing video, and clear photographs of the product and its packaging. Our team will validate your request and reply with the next steps. Please do not ship any product back to us before you receive written confirmation from us.

7 Where do I send the product?
Please do not ship anything before your return is approved. Once your request is confirmed, we will inform you by email where to send the product. Returns sent without prior written confirmation cannot be accepted or processed.

8 When will I receive my refund?
Once your return is approved and the product has been received and inspected at our warehouse, your refund will be processed within 7 business days and credited to your original payment method. For Cash on Delivery orders, refunds are made by bank transfer — we will request your bank account details by email once the refund is approved.
In special circumstances we may offer a partial refund, for example where only part of an order is affected, or where a full replacement is not possible. We will always work with you towards a fair resolution.

9 How do I return a product bought from Amazon, Flipkart or Nykaa?
Purchases made on third-party marketplaces (including Amazon, Flipkart, Nykaa, Myntra and Blinkit) are governed by those platforms' own return, refund and exchange policies. For warranty claims on marketplace purchases, please register your device at:
 numour.com/pages/warranty_registration.

10 Where can I purchase Numour products?
Numour products are available on our official website, Amazon.in, Nykaa, Flipkart, Myntra and Blinkit. Stay tuned for updates on other platforms.

11 Do you have a physical store?
Numour products are available at Broadway stores across India.

12 Are Numour products dermatologically tested?
Yes. Our products are tested at a third-party laboratory under Ethics Committee approved protocols, as per IS 4011:2018 (3rd Revision). Certificates are available on the relevant product pages.

13 Are your products safe during pregnancy?
While our ingredients are safe, we recommend consulting your doctor before introducing any new product during pregnancy or lactation. Full ingredient lists are available on each product page. If you use a Numour device, please also read the device precautions in our Terms.

14 How do I know my order was placed?
Once your order is placed, you will receive a confirmation on your WhatsApp and registered email address. If you have not received it, please check your spam folder. If you still cannot find it, email us at help@numour.com with your registered email ID, phone number and payment screenshot.

15 Where can I find my Order ID?
Your Order ID is mentioned in the order confirmation message and email sent after successful placement.

16 What do I do if I need to change my order details?
Changes can be requested before your order is dispatched. Email help@numour.com immediately with your order number and the updated details, and we will try to update it before it leaves our warehouse. Once the order is shipped, changes cannot be made.

17 When will my order be dispatched?
Our orders are processed and dispatched within 1-2 business days of order placement (excluding Sundays and public holidays). We inform you proactively in case of any delays due to unforeseen circumstances.

18 What is the estimated delivery time?
Delivery timelines are typically 3 to 5 business days for metro cities and 5 to 7 business days for non-metro areas, after dispatch. In case of any delays, we will proactively inform you.

19 What are the shipping charges?
We currently offer free shipping throughout India. A delivery fee of ₹50 applies to Cash on Delivery orders.

20 How can I track my order?
Once your order is dispatched, you will receive a tracking link on your WhatsApp and registered email address. You can also track your order any time at numour.com/apps/trackingmore using your order number.

21 Who will deliver my product and will it be safe in shipping?
We use best in class logistics providers for your Numour package and take all necessary steps to ensure it reaches you on time and without any tampering. Please do not accept any package where the outer seal is broken or tampered with. If an open package is accepted, we will not be liable for damaged, missing or incorrect products.

22 What if my shipment is delayed?
In unforeseen circumstances that may cause delays, we will proactively communicate with you to provide updates. In rare cases — such as natural disasters, severe weather, government restrictions, strikes or pandemics — delivery timelines may be affected by events outside our control. We will notify you as soon as possible and either fulfil your order or arrange delivery through an alternate courier partner.

23 What if I was unavailable during delivery?
Our courier partners usually attempt delivery up to three times. If you miss an attempt, you will receive a WhatsApp message to reschedule, and the delivery agent may call you to confirm a suitable time. After three unsuccessful attempts, the order will be returned to our warehouse. Orders returned due to unavailability can be reshipped for an additional charge of ₹50.

24 My order shows delivered but I have not received it. What should I do?
If your order is marked as delivered but you have not received it, please contact us at help@numour.com within 24 hours of the delivery notification. This time frame is important because the window to escalate disputes with our shipping partner closes after this period.

25 Do Numour products come with a warranty?
Yes. The G.O.A.T Smart GuaSha and i-CONIC carry a 1 year (365 days) warranty from the date of invoice.

26 Who is eligible for the warranty?
All residents of India are eligible. Please raise your claim within the warranty period from the date of invoice.

27 What does the warranty cover?
The warranty covers manufacturing issues and defects, dead-on-arrival units, charging issues and functional issues. It does not cover normal wear and tear, cosmetic marks, water damage beyond the stated rating, or consumable/refill components.

28 How do I claim the warranty?
To claim your warranty, contact help@numour.com with your Order ID, a description of the issue, and clear photos or video of the product. Please do not ship the product before you receive written confirmation from us — we will confirm the return address by email. Once received, we will inspect the device and complete the repair or replacement within 10-15 business days. Reverse pickup is chargeable as per your location.

29 What happens if my device is beyond repair?
If your device is found to be beyond repair within the warranty period, it will be replaced with a new one at no cost.

30 Do I need to register for the warranty?
The warranty is auto-activated for purchases made on our website. For purchases from marketplaces, registration is required at numour.com/pages/warranty_registration.

32 What voids the warranty?
The warranty is voided by tampering, misuse, unauthorised repairs, or any damage that is not a manufacturing defect.