POLICIES

Terms and Conditions

USE OF CONTENT

All logos, brands, marks headings, labels, names, signatures, numerals, shapes or any combinations thereof, appearing in this site, except as otherwise noted, are properties either owned, or used under licence, by the business and / or its associate entities who feature on this Website. The use of these properties or any other content on this site, except as provided in these terms and conditions or in the site content, is strictly prohibited.

You may not sell or modify the content of this Website or reproduce, display, publicly perform, distribute, or otherwise use the materials in any way for any public or commercial purpose without the respective organization’s or entity’s written permission.

ACCEPTABLE WEBSITE USE

(A) Security Rules

Visitors are prohibited from violating or attempting to violate the security of the Web site, including, without limitation, (1) accessing data not intended for such user or logging into a server or account which the user is not authorised to access, (2) attempting to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without proper authorisation, (3) attempting to interfere with service to any user, host or network, including, without limitation, via means of submitting a virus or "Trojan horse" to the Website, overloading, "flooding", "mail bombing" or "crashing", or (4) sending unsolicited electronic mail, including promotions and/or advertising of products or services. Violations of system or network security may result in civil or criminal liability. The business and / or its associate entities will have the right to investigate occurrences that they suspect as involving such violations and will have the right to involve, and cooperate with, law enforcement authorities in prosecuting users who are involved in such violations.

(B) General Rules

Visitors may not use the Web Site in order to transmit, distribute, store or destroy material (a) that could constitute or encourage conduct that would be considered a criminal offence or violate any applicable law or regulation, (b) in a manner that will infringe the copyright, trademark, trade secret or other intellectual property rights of others or violate the privacy or publicity of other personal rights of others, or (c) that is libelous, defamatory, pornographic, profane, obscene, threatening, abusive or hateful.

INDEMNITY

The User unilaterally agree to indemnify and hold harmless, without objection, the Company, its officers, directors, employees, and agents from and against any claims, actions and/or demands and/or liabilities and/or losses and/or damages whatsoever arising from or resulting from their use of www.ortislabs.com or their breach of the terms.

LIABILITY

User agrees that neither us nor our group companies, directors, officers or employee shall be liable for any direct or/and indirect or/and incidental or/and special or/and consequential or/and exemplary damages, resulting from the use or/and the inability to use the service or/and for cost of procurement of substitute goods or/and services or resulting from any goods or/and data or/and information or/and services purchased or/and obtained or/and messages received or/and transactions entered into through or/and from the service or/and resulting from unauthorized access to or/and alteration of user's transmissions or/and data or/and arising from any other matter relating to the service, including but not limited to, damages for loss of profits or/and use or/and data or other intangible, even if we has been advised of the possibility of such damages.

User further agrees that we shall not be liable for any damages arising from interruption, suspension or termination of service, including but not limited to direct or/and indirect or/and incidental or/and special consequential or/and exemplary damages, whether such interruption or/and suspension or/and termination was justified or not, negligent or intentional, inadvertent or advertent.

User agrees that we shall not be responsible or liable to user, or anyone, for the statements or conduct of any third party of the service. In sum, in no event shall Company's total liability to the User for all damages or/and losses or/and causes of action exceed the amount paid by the User to us, if any, that is related to the cause of action.

DISCLAIMER OF CONSEQUENTIAL DAMAGES

In no event shall Company or any parties, organizations or entities associated with the corporate brand name us or otherwise, mentioned at this Website be liable for any damages whatsoever (including, without limitations, incidental and consequential damages, lost profits, or damage to computer hardware or loss of data information or business interruption) resulting from the use or inability to use the Website and the Website material, whether based on warranty, contract, tort, or any other legal theory, and whether or not, such organization or entities were advised of the possibility of such damages.

Shipping policy

Order delivery tracking to your doorstep is available once dispatch is complete
Even though delivery time is stipulated and not in our ultimate control, usually takes us minimum 4 maximum of 7 working days to deliver
FREE delivery across INDIA
Even though we are a website, and we function 24x7, recipient business hours are from 09:00 to 05:00 hours Monday to Friday. All orders will be prepared and dispatched within 2 working days of placement of order with our preferred carriers.

Returns, Refunds, Cancellations and Exchanges

How to place a return request?

Step 1 –
- Raise a return/ replacement request within 2 days from the date of delivery if you’ve received wrong or expired product(s).
  - Please raise a request email or whatsapp to us.
  - You can also raise a request with us using the Chat option.
- In case of damaged/ missing product(s), raise a return/ replacement request within 2 days from the date of delivery.
Step 2 – Give us 2 working days to review your return request.
Step 3 – After reviewing your return request, we will send our courier partner to pick up the products delivered to you.
Step 4 – In case our reverse pick up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges in the original payment source.
Step 5 – After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon the stock availability.

Under what conditions can I return/ replace my product?

Wrong product delivered.
Expired product delivered.
Damaged product delivered – Physical damage/ tampered product or packaging.
Incomplete order – missing products

Under what conditions return/ replacement requests will not be accepted?

Opened/ used/ altered products.
Original packaging (mono cartons, labels, etc.) missing.
The return/ replacement request is generated after 7 days from the date of delivery.
The damaged/ missing product is reported after 2 days from the date of delivery.

How are returns processed?

Once you request to return a product, a pickup is organised for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.

Can I cancel my order?

You can cancel your order. Kindly refuse the order once the delivery/courier partner contacts you to deliver the order.

Please call us on +91 9450018019(Mon - Fri - 9 am to 5 pm), and we will help you in cancelling the order.

Please raise a request via email or whatsapp to us.

Ortis Labs reserves the right to cancel any order without pre-confirming the customer at any time and may verify any order before shipping the same to the customer that may include having a verbal or written confirmation from the customer.

Note - Orders can be only cancelled till the status is “Ready to Ship”.

How will I receive the refund for my cancelled or returned product?

In case of prepaid orders, money will be returned to the bank account/ credit/debit card or where the payment was made from within 7 business working days. For Cash on Delivery orders, customers will be required to provide bank details where they would like to receive the refund.

How long does it take to receive a refund for a cancelled order or returned product?

We will process your refund for a prepaid order within 7 business days in case of cancellation of the order. In case of returns, we will refund the money after the product has been received by our warehouse and quality checked. Please note, this entire process takes 2 weeks after the return has been picked up.

As per the process update, we do not take requests for return until the product is not damaged, wrong, expired. So, this line will create confusion for the customers and update the support timing on the overall website from "Mon-Fri, 9 AM to 5 PM".

Unboxing video guidelines

Online shopping is convenient and timely product delivery plays an important role. Shipping is an important step of any e-commerce website, but this process is prone to technical issues and human error that can sometimes be difficult to correct quickly. To resolve any issue and claim damages, it is essential to have evidence for it, especially in the use of a third-party courier service. This is why we ask every customer to make an unboxing video every time they receive an order. It is one thing that a customer can do at the time he or she receives the product. We recommend you do this not only when you purchase something from us but any online shopping you do.

The unboxing video is mandatory, and we will not be able to resolve any complaints or answer queries without it. We use third-party courier services, and working as a business, they have their set of guidelines and processes to solve issues. We cannot be held responsible for damaged, missing products if you fail to provide the video. Video as evidence will help us resolve your issues better and quickly.

Guidelines

Inspect the package before receiving the product from the delivery boy. If it is tampered, we request you to take a picture, reject the delivery and email the package picture and your order details to ortislabs@gmail.com. We will resolve your complaint at the earliest. To record the video,

Hold the camera in a manner that your entire package is visible, and the place is well-lit.
Show the shipping label on the camera (tracking number, address, and product details should be clearly visible)
Show all sides of the pack in the video to display that the package is being opened for the first time.
Once your break the seal, make sure all products are there in the box, and the products are not damaged.
If all products are there and in good condition, you can stop the video, and we wish you a happy skincare.
In case of damaged products or boxes, please show the closeup of the damaged part in the camera.
If the wrong products are delivered, share the delivered product and shipment label in the video only.

Note: Video should be recorded without cuts, and everything should be in one frame only.

The domain name www.ortislabs.com is owned and operated by ORTIS INFRATECH LLP (“Ortis Labs/ DERMACAN” or “We” or “Us”). We value the trust you have in us. Therefore, we insist upon the highest standards for secure transactions and customer information privacy.

This Privacy Policy (“Policy”) describes the type of personal information we collect from our User, purpose for collecting such information, how we use it, with whom we share it and the choices available to our customers regarding our use of the information. We will not disclose the personal information and sensitive information (meanings ascribed in clause 2 below) shared by the user other than in compliance with this Policy. If you do not consent to any of the terms enumerated in this Policy, do not proceed to use the Site.

Our Policy is subject to change at any time without notice. Your continued use of the Site following such changes to the Policy constitutes your acceptance of the changed Policy and to be bound by such changes. If you do not continue to use the Site following change in the policy but take no action with respect to your personal information and sensitive information with us, our use of your personal information and sensitive information shall remain subject to the Policy in effect prior to the change. You are responsible for periodically reviewing this Policy in order to be aware of any changes thereto.

WHAT WE COLLECT

We may collect personal identifiable information from you when you save or otherwise provide us when you set up a free account with the Site OR when you communicate with us via phone, email, chat, etc OR when you fill an entry to participate in any contest, promotion or survey, etc. OR use the service of Gift Card on the Site OR when you participate at one of our events, etc. As a result of these actions you might supply us with personal information, such as your name, e-mail and postal addresses, phone number(s), credit card information, names of people to whom purchases have been shipped including address and telephone numbers, IP addresses, product interest information and in certain circumstances, your opinions and individual preferences, etc (collectively “Personal Information”). When you visit this Site, our social media platforms, or our social networking or mobile applications, may also collect certain information about your device or usage by automated means or by using technologies such as cookies, web server logs and web beacons.

You may also provide us with information like financial information such as Bank account or credit card or debit card or other payment instrument details, physical health condition; medical history, sex, etc. (collectively “Sensitive Information”) for availing the services at our Site.

We may also maintain a record of your product interests and acquire information about you from our present and/or future affiliates.

This Site is directed to be used by adults only who are above the age of 18 years. If you are not an adult, while you may look at our Site, but you should not make a purchase, register, or submit personal information to us. We or our associates / affiliates do not knowingly collect information from minors. Minors should not be using the Site with any personal information. In an event of default by the minor, the parent or the guardian will be liable to compensate for whatsoever damages arising out of such wrongful use by the minor.

WHAT IS THE PURPOSES FOR WHICH THE PERSONAL AND SENSITIVE INFORMATION IS COLLECTED

ORTIS INFRATECH LLP may use your Personal Information collected:

Send you or your friends, relatives or associates, products that you have ordered;

Process gift card transaction;

Help us learn more about your shopping preferences; or conduct marketing and performance research to assist us in measuring our customer services, benchmarking our performance and to help us improve your shopping experiences and product offerings.

As provided below under Clause 7, you may always choose not to receive promotional materials or marketing information.

WITH WHOM WE SHARE THE PERSONAL AND SENSITIVE INFORMATION

Only the persons authorized by us shall have access to your Personal Information and Sensitive Information. We may share your Personal and Sensitive information with:

Our affiliates - Service providers who perform services on our behalf based on our instructions which inter alia include beauty partners providing beauty services to the customers. However, these service providers will not be authorized to use or disclose such information except as necessary to perform services on our behalf or comply with legal requirements;

Other third parties with your consent (e.g. Facebook applications may share information collected through those apps with your Facebook friends or other Facebook users).

We do not rent or sell your Personal and Sensitive Information to any third party. However, should we plan to merge/sell all or substantially all of our business to another business entity or similar other transaction or be required by that business entity, we may transfer or disclose your Personal Information and Sensitive Information to that business entity who may collect, use or disclose such information for the purposes of evaluating the proposed transaction or for operating and managing the affairs of the acquired business or for other purposes identified in this Policy.

Notwithstanding anything contained in this Privacy Policy, we reserve the right to disclose any Personal Information or Sensitive Information that may be required to be disclosed mandatorily under applicable law or where the disclosure is necessary to comply with any legal obligation or to law enforcement authorities or other government officials, without prior notice or consent of the site / app user.

We may track your preferences and activities on the Site. “Cookies” are small data files transferred to your computer’s hard-drive by a website. They keep a record of your activities on the Site making your subsequent visits to the site more efficient. Cookies may store a variety of information, including, the number of times that you access a site, registration information and the number of times that you view a particular page or other item on the site. The use of cookies is a common practice adopted by most major sites to better serve their clients. Most browsers are designed to accept cookies, but they can be easily modified to block cookies.

By continuing the use of the Site, you are agreeing to our use of cookies. If you do not agree to our use of cookie, you can block them in your browser setting, but you may lose some functionality on the Site.

HOW WE RETAIN OF SENSITIVE PERSONAL DATA OR INFORMATION

We will retain your Personal and Sensitive Information only as long as it is reasonably required or otherwise permitted or required by applicable law or regulatory requirements. We may also retain your Personal and Sensitive Information so long as it is necessary to fulfil the purposes for which it was collected (including for purposes of meeting any legal, administrative, accounting, or other reporting requirements). Your Personal and Sensitive Information is safeguarded against inappropriate access and disclosure, as per this Privacy Policy.

We also maintain appropriate and adequate administrative, technical and physical safeguards designed to protect your Personal and Sensitive Information against accidental, unlawful or unauthorized destruction, loss, alteration, access, disclosure or use.

OPT-OUT The Site provides an option to all the users to opt-out of receiving any promotional or marketing communications from us. If you do not wish to receive any promotional or marketing communications from us, you can contact us at the address provided below.

WITHDRAWAL OF CONSENT If you have consented to the collection, use and/or disclosure of your Personal and Sensitive Information as identified in this Policy, you may withdraw the same at any time by communicating to us at the given below under Clause 11.

SECURITY

We endeavour to keep your Personal and Sensitive information secure, up-to-date, accurate in the best possible manner as it may be necessary for the purpose for which it was collected. We value the importance you attach to your Personal and Sensitive Information given to us and therefore we have (i) taken all reasonable measures and precautions to keep such information safe and secure and to prevent any unauthorized access to or misuse of the same; and (ii) enable you to review and edit the same.

However, we shall not be liable to any user for any loss, damage (whether direct, indirect, consequential, or incidental) or harm caused to the user due to the unauthorized access or misuse of the Personal or Sensitive Information by any third party.

CONTACT INFORMATION

Customer Service Desk

E-mail id: ortislabs@gmail.com

Contact Days: Monday to Friday (09:00 a.m. to 05:00 p.m.)