SHIPPING, CANCELLATION AND REPLACEMENT POLICY
1. Introduction
Welcome to Thirsty Molecule LLP (referred to as “we”, “our” or “us”). This Shipping, Cancellation and Replacement Policy applies to orders placed through https://thirstymolecule.com (the “Website”). By accessing the Website or placing an order, you agree to this Policy.
Thirsty Molecule LLP, GSTIN 27AATFC2693Q1ZF, has its business address at A 401, Raheja Serenity, Thakur Village, Borivali East, Mumbai 400066, Maharashtra, India.
2. Acceptance and Policy Updates
We may update this Policy from time to time. Any revised version will take effect when it is posted on the Website. Continued use of the Website after an update constitutes acceptance of the revised Policy. Where appropriate, material updates may also be communicated by email.
3. Shipping Information
3.1 Shipping Locations: We currently deliver only within India and do not offer international shipping.
3.2 Shipping Charges: All orders placed on the Website are eligible for free standard shipping. We do not presently offer expedited shipping.
3.3 Order Processing: Orders are ordinarily processed within 2 working days after successful order confirmation and payment. Processing may take slightly longer during public holidays, peak periods, courier disruptions or circumstances beyond our reasonable control.
3.4 Estimated Delivery: After processing and dispatch, delivery is generally expected within 7 to 10 working days, depending on the destination pin code and courier serviceability. Delivery timelines are estimates and are not guaranteed.
3.5 Tracking: Customers can track an order by signing in to their registered profile on the Website and visiting the relevant order details page.
3.6 Address and Delivery Attempts: Customers must provide a complete and accurate delivery address, pin code and contact number. Courier partners may contact the customer to locate the address or complete delivery. If delivery fails because the address or contact information is incorrect, incomplete or unserviceable, or because the customer is unavailable despite reasonable delivery attempts, the package may be returned to us. Any re-dispatch will be handled on a case-by-case basis and may attract an additional shipping charge.
4. Delayed or Lost Shipments
If an order has not been delivered within 15 calendar days from the date of dispatch, the customer should email hello@thirstymolecule.com with the order number and delivery details. We will raise an investigation with the courier partner. A shipment will be treated as lost only after the courier partner confirms that it cannot be delivered or located.
Where a prepaid shipment is confirmed as lost in transit, we will send a replacement containing the same product(s) and quantity as the original order, at no additional cost. A cash refund will not ordinarily be issued for a lost shipment, except where required under applicable law.
5. Mode of Payment
We accept prepaid online payments through the payment methods displayed at checkout, which may include debit cards, credit cards, net banking, UPI and other supported electronic payment methods. Payments are processed through secure third-party payment gateways. We do not currently offer Cash on Delivery (COD).
6. Cancellation Policy
A customer may request cancellation by emailing hello@thirstymolecule.com before the order is processed. Cancellation requests are not guaranteed and are effective only after confirmation from us. Once an order has been processed, packed, assigned for dispatch or dispatched, it cannot be cancelled or modified.
If an eligible prepaid order is cancelled before processing, the payment will be reversed to the original payment method in accordance with the payment gateway’s applicable processing timelines. We do not currently offer subscription-based or auto-renewal orders.
7. Returns, Refunds and Replacements
7.1 Hygiene and Safety: Skincare and cosmetic products cannot be returned, exchanged or refunded once delivered, including for reasons such as change of mind, personal preference, suitability, fragrance, texture or an incorrect product ordered by the customer, subject always to rights available under applicable law.
7.2 Transit Damage: A replacement may be considered only when the product jar, container or packaging has been materially damaged during transit and the product is unusable or compromised. The customer must report the issue within 48 hours of delivery by emailing hello@thirstymolecule.com.
7.3 Mandatory Evidence: The request must include the order number, a clear and continuous unboxing video beginning before the outer package is opened, and clear photographs showing the outer shipping package, shipping label and damaged product. A replacement cannot be approved without this evidence. The evidence will be reviewed by Thirsty Molecule LLP to verify that the damage occurred during transit.
7.4 Replacement Only: If the claim is approved, we will send a new unit of the same product and quantity originally ordered, at no additional cost. No refund will be issued for an approved transit-damage claim. Replacements cannot be exchanged for a different product, shade, variant or value.
7.5 No Return Required Unless Requested: For hygiene and safety reasons, customers should not send a damaged product back unless specifically instructed by us. If a return is required for verification, we will arrange or bear the approved return-shipping cost.
7.6 Product Expiry: We do not ship expired products. The applicable use-before or expiry date is printed on each product’s packaging.
8. Incorrect or Missing Item
If the order received contains an incorrect item or an item is missing, the customer must email hello@thirstymolecule.com within 48 hours of delivery with the order number, a continuous unboxing video and clear photographs of the shipment and shipping label. After verification, we will dispatch the correct or missing item, as applicable. Claims submitted without adequate evidence may be declined.
9. Force Majeure
We will not be liable for delays or failure to deliver caused by events beyond our reasonable control, including natural disasters, pandemics, government restrictions, strikes, transport interruptions, severe weather, public holidays or courier network disruptions. We will make reasonable efforts to keep affected customers informed.
10. Customer Responsibilities
Customers are responsible for providing accurate order, address and contact details; remaining reasonably available during delivery attempts; promptly inspecting the shipment upon receipt; preserving the outer packaging and shipping label where a claim is raised; and submitting the required evidence within the timelines stated in this Policy.
11. Contact Information
For questions, cancellation requests or delivery-related concerns, contact us at hello@thirstymolecule.com and include the relevant order number.
Thirsty Molecule LLP
A 401, Raheja Serenity, Thakur Village
Borivali East, Mumbai 400066, Maharashtra, India
GSTIN: 27AATFC2693Q1ZF
12. Compliance and Consumer Rights
This Policy is intended to operate in accordance with applicable Indian law, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000, as amended from time to time. Nothing in this Policy limits any non-waivable statutory right or remedy available to a consumer under applicable law.
13. Severability
If any provision of this Policy is held to be unlawful, invalid or unenforceable, the remaining provisions will continue in full force and effect.
14. Governing Law and Jurisdiction
This Policy is governed by the laws of India. Subject to applicable consumer-protection law, the courts at Mumbai, Maharashtra shall have exclusive jurisdiction over disputes arising from or relating to this Policy.
Thirsty Molecule LLP | Shipping Cancellation And Replacement Policy