Effective Date: 21 August 2026
Website: trylog20.com
At LOG20, we carefully pack and ship our products to ensure that your order reaches you in proper condition. Since our products are skincare products, we follow specific return and refund conditions for hygiene, safety and product-quality reasons.
LOG20 does not offer a general return policy for skincare products.
A return, replacement or refund will only be considered for the specific situations mentioned in this policy.
The following situations may be eligible for a return, replacement or refund:
Damaged product received
Wrong product received
Missing product from the order
Defective or leaking product
Customer does not like the product, provided that the product is completely unopened, unused, undamaged and in its original packaging
All requests are subject to verification and approval by LOG20.
Eligible return, replacement or refund requests must be raised within 7 days from the date of delivery.
The 7-day period does not mean that all products can be returned within 7 days. A request will only be considered if the reason falls within one of the eligible situations listed in this policy.
Requests made after 7 days from delivery may not be accepted, except where a different remedy is required under applicable law.
If your product arrives damaged during delivery, please contact LOG20 within 7 days of delivery.
To help us verify the issue, you may be required to provide:
Clear photographs of the damaged product
Photographs of the outer shipping package
Photograph of the shipping label
Photographs showing the damage
A video showing the condition of the package/product, where appropriate
After reviewing the evidence, LOG20 will determine whether the product qualifies for a replacement or refund.
If you receive a product that is different from the product you ordered, contact us within 7 days of delivery.
Please provide:
Order number
Photograph of the product received
Photograph of the packaging
Photograph of the shipping label
Video evidence where requested
The product should remain unused and in its original condition wherever possible.
After verification, LOG20 may provide a replacement or refund, depending on the circumstances.
If one or more products are missing from your order, contact LOG20 within 7 days of delivery.
We may ask you to provide photographs or video of:
The delivered package
The shipping label
All products received
The inside of the package
The packaging material
We will verify the order and shipment information before determining the appropriate resolution.
If the missing item is confirmed, LOG20 may arrange a replacement or refund, as applicable.
If a product arrives defective, leaking or otherwise unsuitable for use, contact us within 7 days of delivery.
Please provide clear photographs and/or video showing the issue.
Depending on the nature of the issue, LOG20 may request additional information to verify the complaint.
After verification, LOG20 may offer a replacement or refund.
If you simply do not like the product or have changed your mind, a return may be considered only if all of the following conditions are met:
The product is unopened
The product has not been used
The product is undamaged
The original packaging is intact
The return request is made within 7 days of delivery
The product can be verified as being in its original condition
Opened or used skincare products cannot be returned merely because the customer does not like the product.
The return remains subject to LOG20’s verification and approval.
For hygiene, safety and product-quality reasons, LOG20 generally does not accept returns of opened or used skincare products.
This includes products where:
The seal has been broken
The product has been opened
The product has been used
The packaging has been materially damaged after delivery
The product has been contaminated or altered after delivery
However, if an opened product is reported as defective, leaking, damaged or incorrect, LOG20 may review the complaint separately based on the circumstances and available evidence.
For any return, replacement or refund request, LOG20 may require clear photographs and/or videos to verify the reported issue.
Depending on the complaint, we may request:
Photograph of the product
Photograph of the complete product packaging
Photograph of the shipping box/package
Photograph of the shipping label
Photograph showing damage or leakage
Video showing the reported issue
Photograph/video showing the wrong product
Photograph/video showing the condition in which the product was received
Order number and other information necessary to verify the purchase
Please keep the product, packaging, shipping box and other relevant materials until your request has been reviewed.
Submitting photographs or videos does not automatically guarantee a return, replacement or refund.
After receiving your request and supporting evidence, LOG20 will review the information provided.
We may contact you for additional photographs, videos, order information or other details if necessary.
LOG20 will determine whether the request qualifies under this policy based on:
The reason for the request
The condition of the product
The evidence provided
The order and delivery information
The circumstances of the complaint
The applicable terms of this policy
If the request is approved, LOG20 will provide the customer with the applicable return, replacement or refund instructions.
If the request does not meet the eligibility requirements, LOG20 may decline the request.
Customers should not send any product back unless LOG20 has first approved the return and provided return instructions.
A return, replacement or refund may not be accepted where:
The product has been opened or used, except where LOG20 determines that a defect, leakage, damage or incorrect-product issue requires further handling
The request is made after 7 days from delivery
The customer simply does not like the product after opening or using it
The product has been damaged due to customer misuse or improper handling
The product has been altered or contaminated after delivery
The original packaging has been discarded where it is required for verification
Required photographs or videos are not provided when reasonably requested
The information provided cannot be verified
The request does not fall within the eligible situations described in this policy
Where LOG20 confirms that the issue was caused by LOG20, the fulfilment process or delivery, such as a confirmed:
Damaged product
Wrong product
Defective/leaking product
Missing product
LOG20 may arrange the return or provide appropriate return-shipping instructions.
For an approved return due to customer preference or change of mind, the customer may be responsible for return shipping costs.
Return shipping arrangements will be communicated to the customer after the request has been reviewed and approved.
Depending on the circumstances, LOG20 may provide a replacement instead of a refund.
Replacement is subject to product availability.
If the same product is unavailable, LOG20 may provide another appropriate resolution, including a refund where applicable.
If a refund is approved, LOG20 will generally process the refund through the original payment method used for the order, where technically possible.
The time taken for the refund to appear in the customer’s account may depend on the payment gateway, bank or financial institution.
For payments processed through Razorpay, the refund may be initiated through the applicable payment system after LOG20 approves the refund.
LOG20 cannot control the processing time applied by a customer’s bank or payment provider after the refund has been initiated.
For eligible refunds relating to Cash on Delivery orders, LOG20 may request the customer’s bank account or other payment information required to process the refund.
Customers should provide such information only through the official communication channels provided by LOG20.
LOG20 will request only the information reasonably necessary to process an approved refund.
If you want to cancel an order, contact LOG20 as soon as possible after placing the order.
Cancellation may not be possible once an order has been processed, packed or dispatched.
If an order has already been dispatched, the applicable return and refund provisions of this policy may apply.
Customers are encouraged to retain the original product packaging and shipping materials until their return, replacement or refund request has been completely reviewed.
Failure to provide requested evidence or packaging information may affect LOG20’s ability to verify the complaint.
Once a refund has been approved, LOG20 will initiate the refund through the applicable payment method.
The actual time for the funds to reach the customer’s account may vary depending on:
Payment gateway
Bank
Card issuer
UPI provider
Other financial institution
LOG20 is not responsible for delays caused by third-party payment or banking systems after the refund has been initiated.
This policy explains LOG20’s standard return, replacement and refund process.
Nothing in this policy is intended to remove, restrict or override any mandatory rights or remedies available to consumers under applicable Indian law.
Where applicable law provides a consumer with rights that differ from this policy, those legal rights will continue to apply.
LOG20 may update this Refund and Returns Policy from time to time to reflect changes in our products, business practices, e-commerce operations or applicable legal requirements.
Any updated version will be published on this page with a revised effective date.
For return, replacement or refund requests, please contact LOG20 through the following official channels:
LOG20
Website: trylog20.com
Email: vibeabiocare@gmail.com
Phone / WhatsApp: +91 7041887009
Business Address:
A 703 Ganesh Skyline,
Near Aryan Pride, B/H Shayona Tilak-3,
New SG Road, Gota, Ahmedabad,
Gujarat – 382 481, India.
When contacting us regarding an order, please keep your order number available so that we can review your request efficiently.