At Elyndra, we are committed to delivering products that reflect the highest standards of quality, efficacy, and transparency. Every formulation is developed with meticulous attention to detail and undergoes stringent quality control measures before being dispatched to our customers. We sincerely hope that you are satisfied with your purchase and enjoy our products as much as we take pride in creating them.

However, in the unlikely event that you experience an issue with your order, we have established the following Return, Refund, and Replacement Policy to ensure a fair and transparent resolution process.

Eligibility for Return, Refund, or Replacement

Returns, refunds, or replacements shall be considered only under the following circumstances:

  • Incorrect Product Delivered: The product received differs from the item originally ordered.

  • Damaged Product: The product has been delivered in a damaged, defective, or compromised condition.

  • Expired Product: The product received has expired or is beyond its stated shelf life at the time of delivery.

  • Empty Package: The shipment has been received without the product inside due to transit-related issues or package tampering.

Please note that requests made for reasons other than those expressly mentioned above shall not qualify for a return, refund, or replacement.

Procedure for Raising a Claim

In the event that you receive an incorrect, damaged, or expired product, you must notify us by sending an email to team@undermuse.in within seven (7) days from the date of delivery.

Your email should include:

  • Your Order ID or purchase details.

  • A detailed description of the issue encountered.

  • Clear photographic evidence of the product, its packaging, shipping label, and any visible defects or discrepancies.

  • Any additional supporting documentation that may assist us in evaluating your request.

Claims submitted after the expiry of the aforesaid seven-day period shall not be entertained, except where required under applicable law.

Claims Relating to Empty Packages

If the package appears unusually light or there is reason to believe that the shipment may not contain the ordered product, customers are strongly advised to record a continuous and uninterrupted video while opening the package.

The unboxing video should clearly capture:

  • The condition of the sealed package prior to opening.

  • The complete unboxing process without interruption.

  • The contents of the package immediately upon opening.

This recording serves as essential documentary evidence for investigating claims involving empty packages. Failure to provide an unboxing video may affect our ability to verify such claims.

Verification Process

Upon receipt of your request and all supporting documentation, our Customer Support Team shall conduct a thorough review to verify the nature and authenticity of the reported issue.

Where necessary, we may request additional information or documentation to facilitate the verification process. Elyndra reserves the right to approve or reject any claim if the information provided is found to be incomplete, inaccurate, or inconsistent with our internal quality and shipping records.

Refunds and Replacements

Upon successful verification of the claim, Elyndra shall, at its sole discretion, process either:

  • A replacement of the affected product, subject to product availability; or

  • A refund to the original mode of payment.

Approved refunds shall be initiated within 24 hours of successful verification or, where applicable, upon receipt and inspection of the returned product. However, the time required for the refunded amount to reflect in your account shall depend upon the processing timelines of the respective banking institution or payment service provider.

General Conditions

  • Products must not be intentionally damaged, altered, or misused prior to raising a claim.

  • Elyndra reserves the right to decline requests that do not satisfy the eligibility criteria set forth in this policy.

  • This policy shall be interpreted in accordance with applicable laws, and nothing contained herein shall limit any statutory rights available to consumers under prevailing legislation.

At Elyndra, customer satisfaction remains one of our foremost priorities. We are committed to resolving all genuine concerns with fairness, efficiency, and transparency while maintaining the highest standards of product quality and service.