Refund policy

Refund & Return Policy

The domain name www.cristello.in, an internet-based portal, and Cristello, a mobile application, are owned and operated by Cutis Pharma, a unit of Cutis, with its registered office in Bangalore, India.
(Hereinafter referred to as “CRISTELLO” or “We” or “Our” or “Us” or “Company”). The domain name and the mobile application are collectively referred to as the “Website”.

Return Policy

We do our best to ensure that the products you order are delivered according to your specifications. However, should you receive an incomplete order, a damaged product, or an incorrect item, please notify Cristello Customer Support immediately or within 10 working days of receiving the product(s) for prompt resolution.

Cristello.in will not accept liability for such delivery issues if we are not notified within this timeframe.

We understand that certain circumstances may lead you to return products that are not defective. In these cases, we may allow returns of unopened, unused products within 7 working days of receipt, after deducting a 20% restocking charge.
(This covers the cost of handling, inspecting, repackaging, reshipping, and reshelving the returned item. It is applied to discourage unnecessary returns and to recover logistics and manpower costs).

Return Shipping Charges

  • For cases involving defective items or wrongly shipped products, return shipping charges will be borne by Cristello only if the customer provides valid photo/video proof at the time of raising the claim.

  • In the absence of valid proof, return shipping charges will be applicable and borne by the customer.

Return Policy Exceptions

Please note that we are unable to offer replacements or exchanges for the following product categories: Injections, Health Monitor & Equipment, and Ortho Support.
Also, Cristello.in reserves the right to refuse returns (or refunds) for certain products, as marked on the respective product pages as “Note: This item cannot be returned for a refund or exchange.”

Refund Policy

At Cristello.in, we do our best to ensure that you are completely satisfied with our products. A refund will be processed based on the following conditions:

Full Refund Possible If:

  • You received a defective item.

  • The ordered item(s) is lost or damaged during transit.

  • The ordered item(s) is past its expiry date.

Refund Timelines:

  • Mode of refund may vary depending on circumstances.

  • If the mode of refund is by Credit/Debit Card or Net Banking, please allow 7 to 10 working days for the credit to appear in your account.

  • This timeline is controlled by banks/payment gateways and is not within our control.

Partial Payment & COD Refund Terms

  • For orders placed with Partial Payment on COD:

    • If cancelled before order fulfillment/dispatch → the partial payment will be refunded.

    • If cancelled/refused after dispatch, while in transit, or if the package results in an RTO (Return to Origin) → the partial payment will be forfeited and no refund will be issued.

  • If the customer refuses to pay the pending balance at the time of delivery, the order will be considered cancelled, and the partial payment will not be refunded.

  • COD handling charges (₹50) are non-refundable once the order has been dispatched.

How to Request a Refund

To request a refund, simply email us your order details, including the reason for your request, at hi@cristello.in. You may also call our help desk at 080-23401200, or contact our customer support executives through online chat.

We take customer feedback very seriously and use it to constantly improve our quality of service.

Grievance Officer

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection Act, 2019, the details of our Grievance Officer are as follows:

Name: Cutiskart Phone: +91-6366588485 Email: contact@cutiskart.com Address: 5/1, 4th Main, MRCR Layout, Magadi Main Rd, Govindaraja Nagar Ward, MC Layout, Vijayanagar, Bengaluru, Karnataka – 560040

Grievances will be acknowledged within 24 hours and resolved within 15 working days of receipt.