Refund & Return Policy

1. Overview

This Refund and Return Policy governs purchases made through restosmile.com ("Website"), operated by Aurora Nutraceuticals Pvt. Ltd. ("we", "us" or "our"). By placing an order on the Website, you agree to the terms set out below.

For purchases made on third-party marketplaces such as Amazon.in or Flipkart, the return and refund policy of the respective marketplace applies — please initiate such requests directly on the marketplace from which you ordered.

2. Return window (unopened products)

You may request a standard return within 7 calendar days from the date your order is marked as delivered by our shipping partner. Requests received after this window cannot be accepted, except where:

• the product is damaged, defective or incorrect (see Section 5), or
• you are eligible under the 30-Day Money Back Guarantee (see Section 3).

To start a return, email us at aurora@restosmile.com with your order number, a brief reason, and clear photographs of the product.

3. 30-Day Money Back Guarantee

At Restosmile, we stand behind our product and your experience with it. If you have tried the product and are not satisfied with the results and it shows no improvement, you may request a refund within 30 days of delivery, subject to the terms below. This guarantee is separate from the standard 7-day return window in Section 2, which applies only to unopened products.

Eligibility criteria

To qualify for the 30-Day Money Back Guarantee:

• The request must be raised within 30 days from the date of delivery.
• The product must have been purchased from our official website or authorised sellers, as recognised by us.
• You must provide:
  • Order ID
  • Registered phone number / email
  • Reason for dissatisfaction
  • Product images (tube + packaging)
• Only one refund request per customer / household will be accepted under this scheme.
• All Money Back Guarantee claims are subject to verification of purchase and eligibility. We reserve the right to decline requests in cases of suspected misuse, abuse, fraudulent activity or failure to meet the stated criteria.

How to request a refund

Please follow these steps:

4. Eligibility for standard return

To be eligible for a standard 7-day return, the product must be:

• Unused, unopened and in its original sealed packaging
• In the same condition as received
• Accompanied by the original invoice or order confirmation

For hygiene and safety reasons, opened or partially used toothpaste tubes cannot be returned under the standard 7-day return. They may, however, still qualify under the 30-Day Money Back Guarantee (see Section 3), or where they are damaged, defective, or were received in error (see Section 5).

5. Damaged, defective or incorrect items

If your order arrives damaged, defective, or is not what you ordered, please contact us within 48 hours of delivery with photographs of the product and its packaging. In such cases we may, at our discretion, offer you one of the following:

• A replacement
• A refund to your original payment method
• Store credit equal to the amount paid

Return shipping for damaged, defective or incorrect orders is fully covered by us.

6. Non-returnable items

The following cannot be returned or refunded:

• Products that have been opened, used, or tampered with (opened tubes may still qualify under the 30-Day Money Back Guarantee — see Section 3)
• Items returned beyond the applicable window (7 days for standard, 30 days for the Money Back Guarantee, 48 hours for damaged/defective)
• Products returned without original packaging or invoice
• Free items, promotional giveaways, and gift-with-purchase products
• Items purchased during clearance or flash sales marked "non-returnable"

7. Return process

• Raise a return request by emailing aurora@restosmile.com within the applicable return period.
• Standard return requests are generally responded to within 1–2 business days; Money Back Guarantee requests are generally reviewed within 3–5 working days.
• If approved, reverse pickup will be scheduled, typically within 3–5 business days, subject to pincode serviceability.
• Refund is initiated after receipt and inspection of the returned product, as applicable.
• Products returned without prior approval of the return/refund request will not be accepted.

8. Refund timelines

Once your return is inspected and approved, the refund will be initiated within 2 business days. Credit to your original payment method typically takes:

• UPI / Net Banking / Wallets: 2–3 business days
• Credit/Debit cards: 5–7 business days
• Bank transfer (for Money Back Guarantee refunds): 3–5 business days

If you haven't received your refund within 10 business days from approval, please contact us and we will assist with tracking or escalation.

9. Order cancellations

Orders may be cancelled free of charge before they are dispatched. Once an order is handed over to the shipping partner (usually within 24 hours of placement), it can no longer be cancelled. However, you may refuse delivery or seek a return where eligible under this Policy. Any refund for refused delivery will be processed after the shipment is returned to us and verified.

To cancel an order, email us at aurora@restosmile.com as quickly as possible with your order number.

10. Unsuccessful Transaction

If an amount is debited from the customer's account but no confirmed order is generated, the amount will be treated as a failed transaction and will be refunded to the original payment method within 5–7 business days.

Customers may contact aurora@restosmile.com if the refund is not received within such period.

11. Dispute Resolution

This Policy shall be governed by and construed in accordance with the laws of India. Subject to applicable law, the courts at New Delhi shall have exclusive jurisdiction in relation to any disputes arising out of or in connection with this Policy.