Refund Policy

Version: 1.0

Effective Date: 12 July 2026

Last Updated: 12 July 2026

1. Introduction

This Refund Policy ("Refund Policy" or "Policy") forms an integral part of the Terms & Conditions governing purchases made through Ayuvani. This Policy establishes the circumstances under which refunds may be approved, the methods by which refunds are processed, the timelines applicable to various payment methods, and the responsibilities of both Ayuvani and its Customers in relation to refund requests.

Ayuvani is committed to maintaining a transparent, fair, and commercially reasonable refund process while ensuring compliance with applicable laws of India, payment industry requirements, consumer protection regulations, and operational standards applicable to healthcare, wellness, Ayurvedic, Homeopathic, and allied products.

A refund shall not constitute an automatic consequence of every cancellation, return request, complaint, or delivery-related issue. Refunds shall be processed only after verification of eligibility in accordance with this Policy, the Cancellation Policy, the Return Policy, the Terms & Conditions, and any applicable statutory requirements.

Nothing contained in this Policy shall prejudice any mandatory rights available to consumers under applicable law.

2. Scope of this Refund Policy

This Policy applies to all purchases made through Ayuvani's officially authorised sales channels, including:

1. the Ayuvani website;
2. future Ayuvani mobile applications;
3. customer support-assisted orders;
4. officially authorised WhatsApp Business ordering channels;
5. promotional campaigns unless specifically excluded;
6. future subscription-based services where expressly applicable.

This Policy governs refunds arising from, without limitation:

1. order cancellations;
2. approved product returns;
3. incorrect product deliveries;
4. damaged products;
5. manufacturing defects;
6. failed transactions;
7. duplicate payments;
8. stock unavailability;
9. pricing corrections;
10. regulatory recalls;
11. Ayuvani-initiated cancellations.

This Policy does not create an unconditional right to receive a refund. Every refund request shall remain subject to verification and approval in accordance with this Policy.

3. Definitions

For the purposes of this Refund Policy, the following expressions shall have the meanings assigned below.

"Refund"

A reimbursement of money paid by a Customer for an eligible Order or part thereof, processed in accordance with this Policy.

"Refund Request"

A request submitted by a Customer seeking reimbursement of an amount paid for an Order.

"Approved Refund"

A refund authorised by Ayuvani following successful verification of eligibility.

"Original Payment Method"

The payment instrument originally used by the Customer to complete the purchase, including but not limited to:

1. Credit Card;
2. Debit Card;
3. Unified Payments Interface (UPI);
4. Net Banking;
5. Digital Wallet;
6. Bank Transfer;
7. Cash on Delivery (where applicable).

"Business Day"

Any day excluding Sundays and officially recognised public holidays during which Ayuvani ordinarily conducts business operations.

"Payment Gateway"

An authorised third-party financial service provider responsible for processing electronic payment transactions on behalf of Ayuvani.

4. Refund Eligibility

Refunds shall be processed only where Ayuvani determines that the applicable eligibility requirements have been satisfied.

Refund eligibility may arise in circumstances including, but not limited to:

1. cancellation of an eligible Order;
2. return of an approved product;
3. delivery of an incorrect product;
4. delivery of a damaged product;
5. verified manufacturing defects;
6. expired products supplied by Ayuvani;
7. duplicate payment transactions;
8. payment collected despite unsuccessful Order processing;
9. stock unavailability after payment;
10. pricing errors resulting in Order cancellation;
11. regulatory recalls requiring withdrawal of products.

Approval of a Return Request shall not automatically guarantee a refund unless expressly stated in this Policy.

Similarly, cancellation of an Order shall not necessarily result in a refund where operational expenses, statutory obligations, or applicable contractual conditions reasonably restrict refund eligibility.

Refund eligibility shall always be assessed having regard to:

1. the stage of Order processing;
2. product category;
3. payment status;
4. findings of verification;
5. applicable laws;
6. manufacturer requirements;
7. operational costs already incurred;
8. contractual obligations with logistics or payment partners.

5. Refund Approval Process

Every Refund Request submitted by a Customer shall undergo an internal review before approval.

The review process may include verification of:

1. Order records;
2. payment confirmation;
3. invoice details;
4. Customer identity;
5. return verification reports;
6. courier documentation;
7. warehouse inspection reports;
8. product condition;
9. batch information;
10. manufacturer observations where applicable.

Ayuvani may request additional documentation where reasonably necessary to establish eligibility.

Refunds shall ordinarily be approved only after the relevant investigation has been completed.

Submission of a Refund Request does not create an immediate obligation upon Ayuvani to release payment.

Ayuvani reserves the right to reject Refund Requests where:

1. eligibility requirements have not been satisfied;
2. supporting information is inaccurate or incomplete;
3. fraud is reasonably suspected;
4. regulatory restrictions apply;
5. statutory obligations prohibit reimbursement.

6. Refund Processing Timelines

Following approval of a Refund Request, Ayuvani shall initiate the refund process within a commercially reasonable period.

Actual credit of funds may depend upon factors beyond Ayuvani's direct control, including:

1. banking systems;
2. payment gateway processing;
3. card network settlement cycles;
4. financial institution procedures;
5. public holidays;
6. regulatory verification requirements.

Refund processing periods communicated by Ayuvani represent reasonable estimates only and shall not constitute guaranteed settlement dates.

Where delays occur after refund initiation due solely to financial institutions or payment service providers, Ayuvani shall not ordinarily be responsible for such external processing delays.

Customers may contact Ayuvani should the refund remain uncredited beyond the normal processing period applicable to their payment method.

7. Refund to the Original Payment Method

Unless otherwise required by applicable law or expressly approved by Ayuvani, refunds shall ordinarily be processed using the same payment method originally used to complete the purchase.

Examples include:

Ayuvani reserves the right to request reasonable verification before processing refunds where the original payment instrument has expired, been closed, or is otherwise unavailable.

Alternative refund methods may be considered only where reasonably necessary and supported by applicable banking and regulatory requirements.

8. Cash on Delivery (COD) Refunds

Orders paid through Cash on Delivery cannot ordinarily be refunded in cash.

Where a COD refund is approved, the Customer may be required to provide:

1. account holder name;
2. bank account number;
3. IFSC code;
4. bank name;
5. cancelled cheque or equivalent verification, where reasonably required.

Refunds relating to COD Orders shall ordinarily be processed through electronic bank transfer.

Ayuvani reserves the right to verify ownership of the nominated bank account before initiating payment.

9. UPI Refunds

Where payment has been completed using the Unified Payments Interface (UPI), approved refunds shall ordinarily be processed to the same UPI-linked account used during the original transaction.

Processing times may vary depending upon:

1. participating banks;
2. NPCI infrastructure;
3. payment service provider;
4. banking holidays;
5. reconciliation procedures.

Where the original UPI account is no longer available, Ayuvani may request alternate banking information after completing reasonable verification.

10. Credit Card and Debit Card Refunds

Refunds relating to Orders paid using credit cards or debit cards shall ordinarily be initiated to the same card account through the authorised payment gateway.

Following initiation by Ayuvani, actual posting of the refund shall remain subject to:

1. issuing bank procedures;
2. card network settlement cycles;
3. payment gateway processing;
4. banking regulations.

Ayuvani has no authority to accelerate internal processing undertaken by card issuers after a refund has been successfully initiated.

Customers are encouraged to contact their issuing bank should refunds not appear within the normal banking cycle after confirmation of refund initiation by Ayuvani.

11. Digital Wallet Refunds

Where payment has been made using an approved digital wallet, eligible refunds shall ordinarily be initiated to the same wallet account used during the original transaction, subject to the operational capabilities of the payment service provider.

The actual availability of refunded funds shall remain subject to the policies, settlement procedures, verification requirements, and processing timelines of the relevant wallet operator.

Where refund to the original wallet is not technically feasible due to account closure, suspension, regulatory restrictions, or other circumstances beyond Ayuvani's reasonable control, Ayuvani may, after appropriate verification, process the refund through an alternative lawful payment method.

12. Bank Transfer Refunds

Refunds requiring direct bank transfer may be processed where:

1. the original payment method does not support automated reversal;
2. the Order was placed using Cash on Delivery;
3. payment reconciliation requires manual processing;
4. the original payment instrument is no longer available;
5. applicable banking regulations require an alternate settlement mechanism.

Customers may be requested to provide:

1. Account Holder Name;
2. Bank Name;
3. Account Number;
4. IFSC Code;
5. Branch Details, where applicable;
6. Any additional verification reasonably required.

Ayuvani reserves the right to verify ownership of the nominated bank account before initiating payment.

Refunds shall not be transferred to accounts belonging to third parties unless required by applicable law or specifically authorised following satisfactory verification.

13. Partial Refunds

Certain situations may justify a refund of only a portion of the amount paid.

Partial refunds may arise where, without limitation:

1. only part of an Order qualifies for refund;
2. one or more products within a multi-product Order are approved for return;
3. promotional discounts have been proportionately applied;
4. shipping services have already been completed;
5. non-refundable service charges apply;
6. deductions are expressly permitted under applicable law.

The amount refunded shall be calculated based upon the verified circumstances of the particular transaction.

Ayuvani shall determine the refundable amount acting reasonably and in accordance with applicable law and this Policy.

14. Promotional Discounts and Offers

Refunds relating to Orders purchased under promotional campaigns, coupon codes, reward programmes, loyalty benefits, bundled offers, or special discounts shall be calculated with reference to the actual amount paid by the Customer.

Where a promotional offer is conditional upon the purchase of multiple products, cancellation or return of part of the Order may result in recalculation of applicable promotional benefits.

In such circumstances, Ayuvani reserves the right to:

1. revise promotional pricing;
2. proportionately adjust discounts;
3. recover promotional benefits that no longer qualify;
4. recalculate the refundable amount.

No refund shall ordinarily be payable in respect of promotional benefits, loyalty points, complimentary products, or discounts that possess no independent monetary value.

15. Shipping Charges

Refundability of shipping charges shall depend upon the reason for cancellation, return, or refund.

Shipping charges may ordinarily be refunded where:

1. the incorrect product was supplied by Ayuvani;
2. the product was damaged before delivery;
3. the Order was cancelled by Ayuvani;
4. the product was unavailable after payment;
5. a verified fulfilment error occurred.

Shipping charges may ordinarily remain non-refundable where:

1. cancellation is initiated after dispatch;
2. delivery has been successfully completed;
3. return is based upon Customer preference rather than product defect;
4. additional logistics costs have already been incurred.

Where free shipping was offered as part of a promotional campaign, no separate refund shall ordinarily arise in respect of the shipping benefit.

16. Non-Refundable Charges

Unless otherwise required by applicable law, certain charges may not qualify for refund.

Such charges may include:

1. optional gift wrapping services already completed;
2. expedited shipping services successfully performed;
3. installation or value-added services already rendered;
4. convenience fees expressly disclosed prior to payment, where legally permissible;
5. third-party service charges not recoverable by Ayuvani.

The non-refundable nature of any charge shall be clearly communicated where reasonably practicable before completion of the purchase.

17. Fraudulent or Misleading Refund Claims

Ayuvani is committed to protecting its Customers and business operations against fraudulent activity.

Accordingly, refund requests may be investigated where circumstances reasonably indicate:

1. submission of false information;
2. altered invoices;
3. manipulated photographs;
4. fabricated claims;
5. repeated abuse of refund processes;
6. attempted double refunds;
7. unauthorised chargeback activity;
8. identity misuse;
9. collusion with third parties;
10. other fraudulent conduct.

Ayuvani reserves the right to reject any refund request where fraud is reasonably suspected.

Where appropriate, Ayuvani may suspend the relevant Customer account, decline future transactions, or report suspected unlawful conduct to the competent authorities.

Nothing contained herein shall prejudice Ayuvani's legal rights or remedies under applicable law.

18. Refund Delays

Ayuvani shall make commercially reasonable efforts to initiate approved refunds within the applicable processing period.

However, delays may arise due to circumstances beyond Ayuvani's reasonable control, including:

1. banking network delays;
2. payment gateway reconciliation;
3. regulatory verification;
4. public holidays;
5. technical failures;
6. financial institution processing cycles;
7. incorrect banking information supplied by the Customer;
8. Force Majeure Events.

Where Ayuvani has successfully initiated a refund, responsibility for subsequent processing by banks or payment service providers shall rest with the relevant financial institution.

Customers are encouraged to contact Ayuvani if a refund has not been credited after expiry of the normal banking cycle.

19. Chargebacks

Customers are encouraged to contact Ayuvani before initiating any chargeback through their card issuer or financial institution.

Where a chargeback is initiated, Ayuvani reserves the right to:

1. suspend processing of any parallel refund request;
2. contest invalid chargebacks through the relevant payment network;
3. submit documentary evidence supporting the transaction;
4. suspend or restrict Customer accounts pending investigation.

Duplicate recovery of funds through both a chargeback and a refund is strictly prohibited.

Where duplicate reimbursement occurs, Ayuvani reserves the right to recover the excess amount through lawful means.

20. Refund Disputes

Where a Customer disagrees with Ayuvani's determination regarding refund eligibility or the amount refunded, the Customer may submit a written representation through the designated customer support channels.

Upon receipt of the dispute, Ayuvani may:

1. review the transaction;
2. examine supporting documentation;
3. consult relevant operational records;
4. obtain manufacturer observations where applicable;
5. review payment gateway records;
6. reassess the refund determination.

Ayuvani shall endeavour to communicate the outcome of such review within a reasonable period.

Nothing contained herein shall prejudice any statutory remedies available under applicable law.

21. Limitation of Liability

To the maximum extent permitted under applicable law, Ayuvani shall not be liable for indirect, incidental, consequential, punitive, exemplary, or special damages arising from:

1. delayed refunds;
2. banking delays;
3. payment gateway failures;
4. incorrect banking information supplied by the Customer;
5. regulatory restrictions;
6. financial institution processing;
7. rejected refund requests;
8. chargeback proceedings;
9. fraudulent activity;
10. Force Majeure Events.

Nothing contained in this Policy shall exclude liability that cannot lawfully be excluded under applicable law.

22. Governing Law and Jurisdiction

This Refund Policy shall be governed by and construed in accordance with the laws of the Republic of India.

Any dispute arising out of or relating to this Policy shall, subject to applicable law, be submitted to the exclusive jurisdiction of the competent courts situated in New Delhi, India.

23. Contact Information

Questions relating to refund requests may be directed to:

Ayuvani

Website: https://www.ayuvani.com

Customer Support Email: support@ayuvani.com

Customer Support Number: +91-9873566929

Business Hours:

Monday to Saturday

10:00 AM to 6:00 PM (Indian Standard Time)

24. Severability

If any provision of this Refund Policy is held by a court or competent authority to be invalid, illegal, or unenforceable, such determination shall not affect the validity or enforceability of the remaining provisions, which shall continue in full force and effect to the fullest extent permitted by applicable law.

25. Entire Refund Policy

This Refund Policy constitutes the complete understanding between Ayuvani and its Customers concerning the refund of payments relating to Orders placed through Ayuvani's digital platforms.

This Policy supersedes all previous refund-related notices, statements, communications, or policies relating to the same subject matter and shall be read together with:

1. Terms & Conditions;
2. Cancellation Policy;
3. Return Policy;
4. Shipping Policy;
5. Privacy Policy.

Nothing contained in this Policy shall limit or prejudice any mandatory statutory rights available to consumers under applicable law.

26. Amendments to this Policy

Ayuvani reserves the right to amend, modify, replace, or update this Refund Policy from time to time to reflect changes in applicable laws, judicial decisions, regulatory guidance, payment industry requirements, operational practices, technological developments, or business processes.

The revised Policy shall become effective upon publication on the Ayuvani website unless a different effective date is expressly stated.

Customers are encouraged to review this Policy periodically to remain informed of any changes.

Continued use of Ayuvani's services following publication of an updated Refund Policy shall constitute acceptance of the revised Policy to the extent permitted by applicable law.

End of Refund Policy

Version: 1.0

Effective Date: 12 July 2026

Last Updated: 12 July 2026