Return Policy

Version: 1.0

Effective Date: 12 July 2026

Last Updated: 12 July 2026

1. Introduction

This Return Policy ("Return Policy" or "Policy") forms an integral part of the Terms & Conditions governing the purchase of products through Ayuvani. This Policy establishes the terms, conditions, procedures, eligibility requirements, and limitations governing the return of products purchased through Ayuvani's website, mobile applications (where introduced), customer support channels, and other officially authorised sales platforms.

Ayuvani is committed to maintaining a fair and transparent return process while ensuring compliance with applicable laws, product quality standards, public health considerations, regulatory obligations, and accepted industry practices applicable to Ayurvedic medicines, Homeopathic medicines, herbal supplements, healthcare products, personal care products, wellness products, medical devices, and other products offered through the Ayuvani platform.

The return of healthcare-related products differs significantly from general retail merchandise due to product safety, storage requirements, tamper protection, contamination risks, regulatory obligations, batch traceability, and consumer health considerations. Accordingly, not every purchased product may be eligible for return, even where requested by the Customer.

This Policy should be read together with:

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

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

2. Scope of this Return Policy

This Policy governs all requests for the return of products purchased through Ayuvani.

It applies to:

1. Products purchased through the Ayuvani website;
2. Orders placed through future Ayuvani mobile applications;
3. Orders placed through officially authorised customer support channels;
4. Orders placed through approved WhatsApp Business channels where such service is offered;
5. Promotional purchases unless specifically excluded;
6. Marketplace transactions introduced by Ayuvani in the future, where expressly stated.

This Policy applies from the time a product is delivered to the Customer until expiry of the applicable return eligibility period.

The availability of a return option shall depend upon:

1. Product category;
2. Product condition;
3. Applicable regulatory requirements;
4. Return eligibility criteria;
5. Verification findings;
6. Time elapsed since delivery;
7. Nature of the reported issue.

Return requests shall always remain subject to inspection and verification by Ayuvani.

3. Definitions

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

"Returned Product"

A product physically received by Ayuvani or its authorised reverse logistics partner following initiation of an approved return request.

"Return Request"

A formal request submitted by the Customer seeking authorisation to return one or more products purchased through Ayuvani.

"Return Approval"

Written or electronic confirmation issued by Ayuvani authorising the Customer to return an eligible product.

Submission of a Return Request shall not itself constitute Return Approval.

"Delivered Product"

A product confirmed as successfully delivered by Ayuvani or its authorised logistics partner.

"Reverse Logistics"

The collection, transportation, verification, inspection, and receipt of products returned by Customers.

"Tampered Product"

A product whose original packaging, safety seal, manufacturer seal, protective wrapping, authentication label, barcode, batch information, or security features have been opened, altered, damaged, removed, replaced, or otherwise compromised.

"Manufacturing Defect"

A defect arising during the manufacturing process affecting the intended quality, composition, functionality, packaging, or usability of the product.

"Business Day"

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

4. General Eligibility for Returns

Ayuvani recognises that genuine circumstances may arise in which a Customer receives a product that is unsuitable due to reasons attributable to manufacturing, fulfilment, shipping, or operational error.

Subject to the provisions contained in this Policy, return requests may be considered where the Customer has received:

1. an incorrect product;
2. a damaged product;
3. a product suffering from a manufacturing defect;
4. a product with significant transit damage;
5. an incomplete shipment;
6. an expired product;
7. a product materially different from the confirmed Order.

The existence of one of the above circumstances shall not automatically result in acceptance of a return request.

Each request shall be independently reviewed based upon:

1. supporting evidence;
2. verification findings;
3. product category;
4. applicable regulations;
5. product condition;
6. operational feasibility.

Ayuvani reserves the right to reject any Return Request where the eligibility requirements described in this Policy have not been satisfied.

5. Eligible Return Categories

Without prejudice to any statutory rights available under applicable law, Ayuvani may approve returns under the following circumstances.

5.1 Incorrect Product Delivered

Where the product delivered materially differs from the product specified in the confirmed Order.

Examples include:

1. different medicine;
2. incorrect strength;
3. incorrect formulation;
4. different pack size;
5. incorrect brand;
6. incorrect quantity.

Customers should report such discrepancies promptly after delivery.

5.2 Products Damaged During Transit

Products that have sustained physical damage during transportation may be eligible for return.

Such damage may include:

1. broken containers;
2. crushed packaging;
3. leakage;
4. shattered bottles;
5. damaged tubes;
6. broken seals caused during transportation.

Supporting photographs may be required before approving the Return Request.

5.3 Manufacturing Defects

Products affected by manufacturing defects may be eligible for return.

Illustrative examples include:

1. defective packaging;
2. improperly sealed containers;
3. contamination attributable to manufacturing;
4. visible manufacturing defects;
5. damaged components supplied by the manufacturer.

Ayuvani reserves the right to seek verification from the manufacturer before approving such returns.

5.4 Expired Products

Products received with an expiry date that renders them unsuitable for normal intended use may qualify for return, subject to verification.

Customers are encouraged to inspect expiry dates immediately upon delivery.

5.5 Missing Items

Where the delivered shipment is incomplete compared with the confirmed Order.

Customers should notify Ayuvani promptly after delivery to facilitate investigation with the logistics partner.

5.6 Regulatory Product Recall

Where products become subject to official manufacturer recalls or regulatory directives affecting product safety.

Ayuvani shall communicate any applicable return procedures separately where such recalls occur.

6. Products Not Eligible for Return

To protect consumer safety, maintain product integrity, comply with applicable healthcare regulations, and prevent misuse, certain products shall ordinarily not be eligible for return.

Unless required by applicable law, return requests may be declined for:

1. products opened after delivery;
2. products consumed wholly or partially;
3. products intentionally damaged after delivery;
4. products stored improperly after delivery;
5. products lacking original packaging;
6. tampered products;
7. products with removed batch numbers;
8. products with removed expiry labels;
9. products returned after expiry of the applicable return period;
10. products returned without reasonable supporting evidence where requested.

The above list is illustrative and not exhaustive.

Ayuvani reserves the right to determine return eligibility after considering all relevant facts and applicable legal requirements.

7. Return Window

Customers shall submit Return Requests within the return eligibility period specified by Ayuvani for the relevant product category.

Unless otherwise specified at the time of purchase, Customers are encouraged to report return-related concerns immediately upon delivery and no later than the period communicated on the product page, order confirmation, or applicable policy.

Different product categories may carry different return eligibility periods depending upon:

1. regulatory obligations;
2. product characteristics;
3. shelf life;
4. contamination risks;
5. manufacturer guidelines;
6. operational considerations.

Return requests submitted after expiry of the applicable return window may be rejected unless otherwise required under applicable law.

Delay in reporting visible defects may adversely affect Ayuvani's ability to investigate the claim.

8. Product Condition Requirements

A product shall ordinarily qualify for return only where it remains in substantially the same condition as received by the Customer, subject to the nature of the reported issue.

Customers should preserve:

1. original packaging;
2. manufacturer labels;
3. batch information;
4. expiry labels;
5. invoices;
6. delivery documentation;
7. accessories supplied with the product.

Products should not be:

1. intentionally altered;
2. repaired;
3. modified;
4. relabelled;
5. repackaged;
6. contaminated;
7. substituted.

Ayuvani reserves the right to inspect returned products before determining eligibility for replacement or refund.

9. Packaging Requirements

Proper packaging is essential to ensure safe reverse transportation and accurate inspection.

Customers returning approved products should, wherever reasonably possible:

1. retain the original manufacturer's packaging;
2. include protective materials where available;
3. avoid additional damage during transit;
4. include all supplied accessories;
5. include invoices or proof of purchase where requested.

Failure to package returned products appropriately may affect verification outcomes where additional transit damage occurs after collection.

10. Incorrect Products

Where a Customer receives a product materially different from that ordered, Ayuvani shall, upon successful verification, endeavour to provide an appropriate resolution.

Verification may include:

1. Order records;
2. shipping records;
3. warehouse dispatch records;
4. product photographs;
5. barcode verification;
6. batch verification.

Customers should refrain from opening or consuming incorrectly supplied products until Ayuvani has completed its review.

11. Products Damaged During Delivery

Where products appear damaged at the time of delivery, Customers are encouraged, where reasonably practicable, to:

1. inspect the shipment before accepting delivery;
2. record visible damage;
3. photograph damaged packaging;
4. retain all packaging materials;
5. notify Ayuvani promptly.

Failure to report obvious transit damage within a reasonable period may affect Ayuvani's ability to investigate claims with logistics partners.

12. Manufacturing Defects

Products alleged to contain manufacturing defects shall be subject to technical verification before approval of any return.

Depending upon the circumstances, Ayuvani may:

1. inspect the returned product;
2. consult the manufacturer;
3. verify batch information;
4. review quality control records;
5. seek laboratory findings where appropriate.

Approval of a return shall not constitute an admission of manufacturing liability by Ayuvani unless expressly acknowledged in writing.

13. Missing Products

Customers are advised to inspect their Order promptly upon delivery and verify that all products listed in the invoice or order confirmation have been received.

Where one or more products are missing from an Order, the Customer shall notify Ayuvani through the designated customer support channels within the applicable reporting period communicated at the time of purchase or delivery.

Upon receipt of such notification, Ayuvani may undertake an investigation that may include, without limitation:

1. verification of warehouse packing records;
2. shipment weight verification;
3. barcode scanning history;
4. courier handling records;
5. proof of delivery review;
6. photographic evidence obtained during dispatch;
7. internal inventory reconciliation.

Ayuvani reserves the right to request reasonable supporting information from the Customer where necessary to facilitate the investigation.

Where Ayuvani determines that a product was omitted during fulfilment or lost prior to successful delivery, Ayuvani may, at its sole discretion and subject to product availability, provide an appropriate remedy including shipment of the missing product or processing of an eligible refund in accordance with the Refund Policy.

14. Expired Products

Ayuvani maintains inventory management practices intended to ensure that products supplied to Customers possess adequate remaining shelf life suitable for ordinary consumer use.

If a Customer receives a product that has expired prior to delivery or possesses an expiry period inconsistent with applicable legal requirements or manufacturer recommendations, the Customer should discontinue use of the product immediately and notify Ayuvani without unreasonable delay.

Customers may be requested to provide:

1. photographs clearly showing the expiry date;
2. batch number;
3. product packaging;
4. invoice or proof of purchase;
5. images demonstrating the condition of the product.

Ayuvani may undertake verification with the manufacturer, warehouse records, and batch information before approving a return.

Where the claim is verified, Ayuvani shall endeavour to provide an appropriate resolution in accordance with this Policy and the Refund Policy.

15. Ayurvedic Medicines

Ayurvedic medicines supplied through Ayuvani are manufactured, packaged, and distributed under quality standards established by the respective manufacturers and applicable regulatory authorities.

In view of the medicinal nature of such products, returns shall ordinarily be accepted only where:

1. an incorrect product has been supplied;
2. the product has sustained transit damage;
3. manufacturing defects are established;
4. the product has expired prior to delivery;
5. regulatory recalls require product withdrawal.

Ayurvedic medicines that have been opened, consumed, improperly stored, tampered with, or otherwise altered after delivery shall ordinarily not qualify for return unless otherwise required by applicable law.

16. Homeopathic Medicines

Homeopathic medicines are sensitive healthcare products requiring appropriate storage, handling, and preservation.

To protect product quality and consumer safety, returns of Homeopathic medicines shall generally be limited to circumstances involving:

1. incorrect product supply;
2. manufacturing defects;
3. transit damage;
4. expired products;
5. regulatory or manufacturer recalls.

Ayuvani may require verification of storage conditions where such conditions may reasonably affect product integrity.

Nothing contained in this Policy shall require Ayuvani to accept the return of products whose quality cannot reasonably be verified following delivery.

17. Herbal Supplements and Nutraceutical Products

Herbal supplements, nutritional formulations, wellness products, and nutraceutical products supplied by Ayuvani shall ordinarily be eligible for return only where the applicable eligibility requirements under this Policy are satisfied.

Returns may be considered where:

1. products are received damaged;
2. products materially differ from the confirmed Order;
3. products contain verified manufacturing defects;
4. products are expired at the time of delivery;
5. products are subject to official recall.

Opened containers, partially consumed products, or products whose original seals have been broken after delivery shall generally not qualify for return unless otherwise required by applicable law.

18. Personal Care Products

Personal care products supplied through Ayuvani may include cosmetics, skin care products, hair care products, hygiene products, grooming products, and similar consumer goods.

For reasons relating to hygiene, consumer safety, contamination prevention, and product integrity, returns of personal care products shall ordinarily be accepted only where:

1. incorrect products have been supplied;
2. products are received damaged;
3. products possess verified manufacturing defects;
4. products are expired upon delivery;
5. products remain unused and unopened, where applicable.

Ayuvani reserves the right to reject returns where product safety or hygiene may reasonably have been compromised following delivery.

19. Medical Devices

Medical devices may include diagnostic equipment, wellness devices, monitoring instruments, therapeutic accessories, or similar healthcare equipment.

Return eligibility shall depend upon:

1. nature of the device;
2. applicable manufacturer warranty;
3. product condition;
4. regulatory requirements;
5. verification findings.

Products showing evidence of misuse, unauthorised repair, physical damage attributable to the Customer, alteration, or operation contrary to manufacturer instructions may be excluded from return eligibility.

Where manufacturer warranty applies, Customers may additionally be directed to the authorised service provider in accordance with the manufacturer's warranty terms.

20. Hygiene-Sensitive Products

Certain products cannot reasonably be resold or redistributed once opened because doing so may compromise public health, consumer safety, or regulatory compliance.

Accordingly, products including but not limited to the following may ordinarily be non-returnable once opened:

1. oral care products;
2. intimate care products;
3. sanitary products;
4. hygiene accessories;
5. personal grooming products;
6. products bearing tamper-evident seals;
7. products requiring sterile packaging.

This restriction shall not apply where the return is necessitated by manufacturing defects, incorrect product supply, or applicable legal requirements.

21. Return Verification Process

Every Return Request submitted by a Customer shall be subject to verification before approval.

Verification may include one or more of the following:

1. invoice validation;
2. Order verification;
3. Customer identity verification;
4. barcode validation;
5. batch verification;
6. expiry verification;
7. photographic review;
8. courier documentation review;
9. warehouse dispatch records;
10. manufacturer consultation;
11. quality inspection.

Ayuvani reserves the right to request additional information where reasonably necessary for investigation.

Submission of inaccurate, misleading, manipulated, or fraudulent information may result in rejection of the Return Request and other actions permitted under the Terms & Conditions or applicable law.

22. Reverse Logistics

Where a Return Request is approved, Ayuvani may arrange reverse logistics through an authorised logistics partner or provide appropriate return instructions.

Customers shall reasonably cooperate with the reverse logistics process, including:

1. making products available for collection;
2. ensuring secure packaging;
3. providing supporting documentation where requested;
4. complying with scheduled pickup arrangements.

Risk of additional damage resulting from improper packaging by the Customer prior to collection may affect the outcome of the verification process.

Where reverse pickup services are unavailable for a particular location, Ayuvani may provide alternate return instructions.

23. Rejected Returns

A Return Request may be rejected where:

1. eligibility requirements are not satisfied;
2. the return window has expired;
3. supporting information cannot reasonably substantiate the claim;
4. the returned product differs materially from the approved return;
5. product tampering is detected;
6. hygiene or safety standards have been compromised;
7. misuse or fraudulent activity is reasonably suspected;
8. regulatory restrictions prohibit acceptance of the returned product.

Where appropriate, Ayuvani may communicate the reasons for rejection through available customer communication channels.

24. Customer Obligations

Customers requesting returns shall:

1. provide truthful and accurate information;
2. preserve products in their received condition wherever reasonably possible;
3. retain invoices and proof of purchase;
4. cooperate during verification;
5. refrain from using products after discovering material defects;
6. avoid intentionally damaging products;
7. comply with instructions provided by Ayuvani.

Failure to comply with these obligations may affect return eligibility.

25. Limitation of Liability

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

1. rejection of Return Requests;
2. delays in return processing;
3. courier delays;
4. manufacturer investigations;
5. regulatory restrictions;
6. customer misuse;
7. improper storage following delivery;
8. deterioration occurring after delivery;
9. force majeure events.

Nothing contained herein shall exclude liability that cannot lawfully be excluded under applicable law.

26. Governing Law and Jurisdiction

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

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

27. Contact Information

Questions concerning this Return Policy or Return 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)

28. Severability

If any provision of this Return Policy is determined by a court or competent authority to be invalid, unlawful, 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 maximum extent permitted by applicable law.

29. Entire Return Policy

This Return Policy constitutes the complete understanding between Ayuvani and its Customers concerning the return of products purchased through Ayuvani's digital platforms and supersedes all prior return-related notices, policies, or communications relating to the same subject matter.

This Policy shall be read harmoniously with the Terms & Conditions, Cancellation Policy, Refund Policy, Shipping Policy, and Privacy Policy published by Ayuvani.

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

End of Return Policy

Version: 1.0

Effective Date: 12 July 2026

Last Updated: 12 July 2026