[Resolved] Purplle.com — Return Request Rejected Repeatedly Order No. 99267048

Hammad Ahmad

Feb 9, 2026

Address: RZA-68, PUL PRAHLAD PUR, NEW DELHI - 110044

I placed an order on Purplle (Order No.[protected] on **5 February 2026**, and the parcel was received on the same day, 5 February 2026.
The order included:
1. Good Vibes Brightening Sheet Mask - Rice (20 ml) – Free
2. Lotus Professional PhytoRx Whitening & Brightening Face Wash | All skin types | Preservative free | 80 gm – ₹386
3. Lotus Professional PhytoRx Clarifying And Soothing Daily Toner | Neem | Vitamin C | Refreshing | Preservative free | 100 ml – ₹449

I intended to order **Lotus Professional PhytoRx Lotion**, but by mistake, I ordered **Lotus Professional PhytoRx Toner**, which was delivered to me. The product is unused and in original packaging with all seals intact.

I have applied for return/exchange **three times**, but my requests have been repeatedly rejected without proper explanation. I tried contacting Purplle support through the app, but there is **no option to type my issue or speak to a human agent**. Only automated questions are given, and I cannot explain my problem or get help.

This has caused me significant inconvenience. I request the consumer protection authorities to look into this matter and help me get a fair resolution — either approve the return and refund, or allow an exchange for the correct product.

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Mar 18, 2026

Complaint marked as Resolved

Purplle.com customer support has been notified about the posted complaint.

Verified Support

Feb 15, 2026

Purplle.com Customer Care's response Dear Hammad Ahmad,

Greetings from the Purplle Executive Customer Relations Team.

Thank you for writing to us regarding Order No. 99267048, which was placed and delivered on 5th February 2026.

We note that your order contained the following items:
• Good Vibes Brightening Sheet Mask – Rice (20 ml) – Free
• Lotus Professional PhytoRx Whitening & Brightening Face Wash (80 gm) – ₹386
• Lotus Professional PhytoRx Clarifying and Soothing Daily Toner (100 ml) – ₹449

We understand that you had intended to order Lotus Professional PhytoRx Lotion, but due to an inadvertent error, Lotus Professional PhytoRx Toner was placed and delivered instead. We also acknowledge that the product is unused, in its original packaging, and with all seals intact.

We sincerely regret that your return/exchange requests were raised three times and rejected without a clear explanation. We also acknowledge your concern regarding the difficulty in reaching a human support agent through the app and receiving only automated responses, which prevented you from explaining your issue properly. We understand how frustrating this experience must have been for you.

Please accept our sincere apologies for the inconvenience caused. Your feedback regarding the support experience has been noted and will be shared with the relevant team for further improvement.

With respect to the product Lotus Professional PhytoRx Clarifying and Soothing Daily Toner (100 ml), we would like to inform you that returns are not applicable for reasons related to personal preference or ordering errors (such as ordering the wrong product by mistake). As mentioned in your return request, the reason provided was “Ordered by mistake”, which does not fall under our return policy guidelines.

Therefore, we regret to inform you that we are unable to process a return for this product under the stated reason.

Please feel free to let us know if there is anything else we may assist you with.

You can also track the status of your order, shipment, refund, or return by visiting our app or website: Profile > My Orders > Select your Order.

Assuring you of our best services always.

Have a wonderful year ahead.