Refund policy

Last Updated: 29th October 2026

This Policy applies to all orders placed on www.drenze.in, operated by Evervolve Ventures LLP (LLPIN: ACR-6815, GSTIN: 27AAMFE4268Q1ZL), having its registered office at A-1002, Gokul Vrindavan CHSL, S.M. Cross Road No. 2, Kandivali West, Mumbai - 400067, Maharashtra, India (“Drenze”, “we”, “us” or “our”). It forms part of our Terms and Conditions. In this Policy, a “business day” means Monday to Saturday, excluding public holidays.

1. Returns: What We Accept

Drenze products are personal care products used on hair and scalp. For hygiene and safety, we do not accept returns for change of mind or because a product did not suit you. We accept a replacement or refund only if:

the product arrives damaged, leaking or broken (including a broken cap, pump or seal);
you receive the wrong product, or an item is missing from your order;
the product is defective or of unsatisfactory quality (for example, spoiled, separated, contaminated or expired); or
the product is not as described on the pack or on the Website.

We do not accept returns for: change of mind or ordering by mistake; a product that did not suit your hair or scalp or did not give the result you expected; preferences about fragrance, texture or colour where the product is as described; damage or spoilage caused after delivery by misuse, spillage or storage; or requests made after 72 hours of receiving your order, or without the photo and video proof we ask for. Nothing in this section limits your rights under the Consumer Protection Act, 2019.

2. How to Raise a Request

Write to hello@drenze.in within 72 hours of receiving your order. Requests made after 72 hours are not entertained.
Send your order number, a short description of the issue, and clear photos and an unedited video showing the sealed outer packaging and shipping label (before you open it), the product, its label and batch number, and the problem.
We review the evidence and approve a return only if we are reasonably satisfied that the issue is genuine and falls under a reason listed above. We may ask for more photos or videos. If we decline a request, we will explain why in writing.
Please keep the product and its packaging until we respond. The product should be unused and unopened, except where the problem is a quality defect that you could only find on use.
We acknowledge every request within 48 hours and tell you the outcome within 5 business days of receiving complete information.
If approved, you can choose a replacement or a refund. A replacement depends on stock, and if none is available we will refund you. Where we need the product back, we arrange pickup through Delhivery at our cost; in other cases we may ask for photos only. We dispatch a replacement within 2 business days of approval.

3. Refunds

Refunds for prepaid orders go to your original payment method within 5 to 7 business days of approval. Your bank may take additional time to show the credit.
For Cash on Delivery orders, we refund to a bank account or UPI ID that you give us, which we may ask you to verify.
We do not currently charge a handling fee for Cash on Delivery orders.
A refund is for the amount you paid for the affected item (after any discount), and, if the whole order is refunded, includes the shipping fee you paid (after any prepaid discount). We make no other deduction.
If you received the prepaid discount, the refund is calculated on the amount you actually paid, after the discount.

4. Adverse Reactions and Safety Concerns

If you have irritation, an allergic reaction or any other adverse effect after using a Drenze product, please stop using it and write to hello@drenze.in as soon as possible with your order number and, if you can, a photograph. We record and investigate every report, including with our manufacturer. Where a reaction is traced to a defect or quality issue, we will offer a replacement or a full refund. In other cases we may, at our discretion, offer a goodwill replacement or refund.

5. Escalation and Contact

If you are not satisfied with how your request has been handled, you can escalate it to our Grievance Officer below, or approach the National Consumer Helpline or the appropriate Consumer Disputes Redressal Commission. Nothing in this Policy limits your statutory rights under the Consumer Protection Act, 2019.

Grievance Officer / Customer Care

Name: Isha Shah

Designation: Partner

Evervolve Ventures LLP

A-1002, Gokul Vrindavan CHSL, S.M. Cross Road No. 2, Kandivali West, Mumbai - 400067, Maharashtra, India

Email: hello@drenze.in

Phone: +91 88502 39653