Return, Refund & Exchange Policy – Kairali Ayurvedic Products Pvt Ltd

At Kairali Ayurvedic Products Pvt Ltd (“Company”, “we”, or “us”), customer satisfaction and regulatory compliance are a top priority. This Policy explains how customers can initiate returns/refunds, applicable conditions, and the timelines within which we process refunds and returns, in line with Indian regulatory expectations including RBI‑prescribed timelines routed through banks and payment partners.

1. Eligibility & Conditions

You may request a return, refund, or exchange in the following cases:

• Item not as described

The product you receive is materially different from its description or images on our website (wrong item, wrong variant, significant deviation in features, etc.).

• Item not received within 30 days

If you have not received your order within 30 days from the date of dispatch, you may request a refund after contacting our support team; eligibility may vary based on your location and logistics constraints.

• Transit damage or manufacturing defect (on delivery)

If the product is delivered damaged or with an apparent manufacturing defect, you must inform us within the return window with supporting photos/videos.

• Item condition for returns

1. 1. Items must be in original, unused condition.
   2. All original tags, seals, labels, and packaging must be intact.
   3. Used, altered, or partially consumed products are not eligible for return due to hygiene and safety reasons, unless the defect is reported immediately on delivery.

• Unauthorized purchase

If someone used your payment method without permission, you should immediately contact your issuing bank/card provider to report and dispute the transaction; such unauthorized transactions are usually handled under your bank’s dispute process and are not eligible for direct refunds from us.

We reserve the right to seek additional information (photos, videos, courier proof, etc.) before approving any return or refund request.

 

2. Return & Exchange Window

 

• Returns or exchanges must be initiated within 7 calendar days of order delivery as per the confirmed tracking status.
• Requests raised after 7 days from delivery are generally not eligible, except in special cases at our sole discretion or where required by applicable consumer law.
• Only brand‑new, unopened, and unused products with intact packaging are accepted, unless the return is due to transit damage or a manufacturing defect notified immediately.

Certain items may be marked “final sale” or “non‑returnable” on the product page; such items are not eligible for return or refund except in case of damage in transit or wrong product delivered.

 

3. How to Initiate a Return / Refund / Exchange

To initiate any return, refund, or exchange, customers must follow this process:

1. Contact us
   

• Email: support@kairaliproducts.com

• Phone/WhatsApp: +91 95551 56156

• Timeline: within 7 days of delivery for regular returns/exchanges, or immediately upon discovering transit damage.
  
  

2. Share details
   
   

• Order ID, invoice, and contact details.

• Clear description of the issue.

• Photos/videos of the product, outer packaging, and shipping label in case of damage/defect or “not as described” claims.
  
  

3. Verification & approval
   
   

• Our support team reviews the request and may ask for additional information.

• Once approved, you will receive return instructions (pickup or address for self‑ship).
  
  

4. Ship the product back (if required)
   
   

• Pack items securely in original boxes/packaging.

• Handover to our logistics partner as per instructions, or self‑ship to the address shared by our team.
  
  

5. Inspection & outcome
   
   

• After the returned item is received at our facility, we inspect its condition and verify the issue.

• Subject to successful inspection, we process your refund, exchange, or store credit as requested and applicable under this Policy.
  
  

Failure to follow the above process or to provide requested information may result in delays or rejection of the return/refund request.

4. Shipping & Charges

• Original shipping and handling charges (if any) are non‑refundable, except where the return is due to an error on our part (wrong item shipped, duplicate order dispatched by us, etc.).
• For exchanges or returns due to reasons other than our error (for example, change of mind where allowed), the customer is responsible for return shipping costs.
• If an order is undelivered or returned to origin due to an incorrect or incomplete address, repeated delivery attempts failure, or refusal to accept the parcel without a valid reason, a fee of up to 15% of the order value may be deducted to cover logistics and handling costs.

 

5. Refunds Timeline

8. This section explains how long it takes for refunds to be processed once approved by Kairali and the typical credit timelines to your account, in alignment with RBI‑regulated payment rails and common industry practice.

 

5.1 Kairali processing timelines (from our side)

• • Once the returned product is received and inspected, or once an order cancellation/refund (without physical return) is approved, Kairali will initiate the refund within 2–3 business days.

  • “Business days” means Monday to Friday, excluding public holidays and bank holidays in India.

 

5.2 Bank / payment partner credit timelines (indicative)

After Kairali initiates the refund, the actual credit to your account depends on your bank, card network, or payment app and generally follows these indicative timelines as per RBI‑aligned norms for digital refunds:

• • UPI / Wallet / Net Banking / Prepaid Instruments
    
    

• • • Typically credited within 1–3 business days from initiation.
      

    • In many cases, UPI refunds are near‑instant or completed within T+1 working day under NPCI/RBI settlement rules for failed or reversed transactions.
      
      

• • Debit / Credit Cards
    
    

    • Typically reflected within 3–7 business days from initiation, depending on the card network and issuing bank’s internal processes.
      
      

  • International Cards / Cross‑border Payments
    
    

    • May take 7–14 business days due to international settlement cycles and currency conversion by acquiring/issuing banks.

 

If your refund does not reflect even after the above indicative period has lapsed, please first check with your bank/payment provider; if unresolved, contact us and then, if necessary, you may escalate under the RBI Integrated Ombudsman Scheme for unresolved payment grievances.

 

6. Order Cancellation

• Orders can be cancelled by contacting us by email or phone within 48 hours of placing the order, provided the order has not been shipped yet.

• If cancellation is approved before dispatch, up to 5% of the order value may be deducted as a cancellation and payment‑gateway fee, where applicable.

• If the order has already been shipped, it will be treated as a return (not a simple cancellation), and the return process and deductions (including any shipping charges and applicable restocking fees) will apply.

Refund timelines for cancelled orders follow the same Refunds Timeline in Section 5

 

7. When Returns / Refunds / Exchanges May Be Refused

Kairali reserves the right to deny or limit returns, refunds, or exchanges in the following situations:

• Items returned without original packaging, seals, or with signs of use or tampering (except where damage is reported on delivery).

• Requests raised outside the specified return window without a legally valid justification.

• Excessive or repeated returns that indicate possible misuse or abuse of the Policy.
  

• Evidence of fraud, suspicious payment activity, or violation of website terms of use.
  
  

Where a request is denied, we will inform you of the reason; the product may be shipped back to you at your cost where applicable.

 

8. Regulatory & Grievance Information

• For any concerns regarding digital payment failures, delayed refunds, or charge disputes, you may raise a complaint with your bank/payment provider under RBI’s turnaround time and online dispute resolution guidelines.paytm+3

• If your grievance is not resolved to your satisfaction within the prescribed timelines, you may approach the Reserve Bank – Integrated Ombudsman Scheme (RB‑IOS) as per the procedure on the RBI website.
  
  

For all queries related to this Policy, please contact:

• Email: support@kairaliproducts.com

• Phone/WhatsApp: +91 95551 56156