On 12th April 2024, I ordered 4 units of Old Spice AfterShave, in specific packing, on Nykaa.com. Delivery happened on 14th April, but it was not the same item, as ordered. I flagged the issue immediately on Nykaa help through Chat. After providing all the information, including image of all 4 delivered and unopened units as well as the ordered units, as asked by the representative and providing the confirmation that the product had not been used or opened, he confirmed to process the return and refund within 72 hours. On 15th April at 9.27 AM, a SMS was also received from Nykaa, confirming that their team is working on processing the return request. However, at 6.07 PM on same day, I received another SMS stating that the return request has been cancelled as the product seems used/tested. I again took up the issue with Nykaa through Chat, but to no avail. The representative kept repeating a standard line that they cannot proceed with the return request due to the product being opened/used. They refused to even see or verify the product and unilaterally decided that the product is used although it is not.
