This Cancellation, Return & Refund Policy governs cancellations, returns, replacements and refunds for purchases made through the INNOAYURVED online store.
Business Details
This policy should be read together with our Terms & Conditions, Shipping & Delivery Policy and Privacy Policy.
Our objective is to handle cancellation and refund requests fairly, protect product hygiene and safety, prevent fraudulent claims and comply with applicable Indian consumer-protection laws.
2.1. Cancellation before dispatch
Customers who wish to cancel an order should contact us as soon as possible after placing it.
Cancellation requests may be submitted through:
Please provide your order number, registered mobile number and cancellation request.
If an order has not yet been dispatched, we will review the request and cancel it where permitted by our order-processing procedure.
2.2. Cancellation after dispatch
Once an order has been handed over to the courier, cancellation may no longer be operationally possible.
Customers should contact us promptly if they wish to cancel a dispatched order. We will explain the available options in accordance with the courier’s procedures, our published policies and applicable law.
A request made after dispatch does not automatically qualify for a refund. However, a customer’s statutory rights and remedies remain unaffected.
2.3. Refund following an approved cancellation
If a cancellation is accepted and a refund is due, the refund will be processed through the original payment method wherever reasonably practicable, subject to the payment provider’s procedures and applicable law.
2.4. Cancellation requests are not automatically approved
Submitting a cancellation request does not itself confirm that the order has been cancelled. Customers should wait for our cancellation confirmation.
We will not use this provision to delay or deny a cancellation or refund that is legally required.
We may cancel an order where reasonably necessary and legally permissible, including in circumstances such as:
Where an order is cancelled after payment has been received, we will notify the customer and process any refund due in accordance with applicable law.
We will not cancel confirmed orders arbitrarily or use this provision to avoid our contractual or statutory obligations.
Because Inno Ayurved offers cosmetics and may offer Ayurvedic or personal-care products, returns must account for hygiene, product integrity and customer safety.
Subject to applicable law, a return, replacement or refund may be considered in the following circumstances:
Each request will be assessed on its facts, the evidence reasonably available, the product concerned and applicable law.
Proposed reporting window: 7 days from delivery for eligible issues.
Customers should report damaged, incorrect, defective, leaking, expired or missing products as soon as reasonably possible, preferably within seven calendar days of delivery.
The report should include the order number and a description of the issue.
This seven-day period is an operational reporting guideline for ordinary claims under this policy. It is not intended to eliminate or shorten any statutory right, warranty, legal remedy or claim period that applies under Indian law.
Where an issue could not reasonably have been discovered within that period, or where a longer period is required by law or an applicable product warranty, the matter will be assessed accordingly.
Important: Before publishing, confirm whether seven days is the return period you wish to offer. The final wording should match the return conditions shown on the website and at checkout.
6.1. For hygiene and product-safety reasons, ordinary change-of-mind returns of opened, unsealed or used cosmetics may be restricted where that restriction is lawful and has been clearly disclosed.
6.2. Customers are encouraged to check the product name, variant, quantity, ingredients and other relevant details before opening the package.
6.3. An opened or used product will not automatically qualify for a return merely because the customer dislikes its fragrance, texture, colour, feel or personal cosmetic results, provided the product is as described and there is no qualifying defect, misrepresentation or other legal ground for a remedy.
6.4. However, opening or using a product does not automatically defeat a legitimate claim involving a defect, contamination, safety issue, incorrect product, material misdescription or another circumstance in which a remedy is required by law.
6.5. Customers should discontinue use of a product if they suspect contamination, a serious quality issue or an adverse reaction and contact us for assistance.
6.6. Where a return is required, we will provide reasonable instructions for handling and returning the product safely.
Customers should review product descriptions, ingredients, usage instructions, prices and other relevant details before placing an order.
Subject to applicable law, we may decline ordinary change-of-mind returns where:
This provision does not apply where a return, replacement or refund is required by law or where the product is defective, unsafe, incorrect or materially different from what was represented.
If you receive a damaged, defective, incorrect, leaking, contaminated or expired product, contact us promptly.
Please provide:
We may request additional reasonable information to investigate the claim.
Where appropriate, we may ask you to retain the product and packaging until the investigation is complete. Do not return potentially hazardous or leaking products without receiving our instructions.
Following assessment, we may arrange an appropriate remedy, which may include:
The remedy will depend on the facts, product availability, applicable law and the customer’s legal entitlements.
We will not use the verification process or a lack of photographs as an automatic reason to reject an otherwise valid claim.
Cosmetic products may produce different results for different individuals.
A personal reaction, dissatisfaction with a cosmetic outcome or preference for another product does not automatically establish that a product is defective. Equally, an adverse reaction should not automatically be dismissed as customer misuse.
If you experience irritation, a suspected allergic reaction or another unexpected effect:
We may investigate the complaint and request reasonable information to assess product quality and safety.
Any refund, replacement or other remedy will be determined according to the facts, the applicable product requirements and applicable law.
10.1. Customers should contact us before sending a product back.
10.2. We will review the request and, where a return is appropriate, provide the return address, packaging instructions and any applicable collection or shipping arrangements.
10.3. Products should be returned with the available original packaging, labels, accessories and accompanying items, where reasonably possible.
10.4. Original packaging may help us identify the product and investigate a quality issue. However, the absence of original packaging will not automatically defeat a statutory claim where that requirement would be unlawful or unreasonable.
10.5. Customers should package authorised returns securely to avoid further damage during transportation.
10.6. Customers should retain the courier receipt and tracking number until the matter is resolved.
10.7. We may inspect returned products to verify the reported issue and determine the appropriate remedy. Inspection will not be used to delay a refund or remedy beyond the period permitted by applicable law.
11.1. Where a return or replacement is required because of an error attributable to Inno Ayurved, a qualifying defective product, an incorrect shipment or another circumstance for which we are responsible, we will arrange or bear the reasonable return costs as required by applicable law.
11.2. Where a voluntary change-of-mind return is permitted under a separate offer or policy, responsibility for return shipping will be disclosed before the purchase or before the customer commits to the relevant return arrangement, as applicable.
11.3. We will not impose an undisclosed or unreasonable return-shipping charge.
11.4. If a customer independently sends a product back without contacting us, we may need additional time to identify the order and verify the shipment. Customers are therefore encouraged to obtain return instructions first.
11.5. Nothing in this section transfers to the customer a cost or liability that we are legally required to bear.
A refund may be issued where appropriate and legally required, including in circumstances such as:
Refund eligibility will be assessed fairly, taking into account the order details, available evidence, applicable policies and the customer’s statutory rights.
13.1. Once a refund is approved, we will initiate the refund through the original payment method wherever reasonably practicable.
13.2. If the original payment method cannot be used, we may contact the customer to arrange an alternative lawful refund method.
13.3. The time taken for the amount to appear in the customer’s account may depend on the payment gateway, bank, card issuer or other payment service provider.
13.4. We will communicate the applicable refund-processing information and take reasonable steps to investigate an apparent delay.
13.5. Any published refund timeline must be consistent with actual payment-provider arrangements and applicable legal requirements. We will not use third-party processing delays to avoid an obligation to issue a refund within a legally required period.
13.6. Customers should retain their order number and transaction reference until the refund is received.
13.7. We will not issue a refund to an unrelated third party without appropriate verification and a lawful basis.
Refund timelines depend on the reason for the refund and the relevant payment method.
Before publication, Inno Ayurved should insert any specific operational refund-processing estimate only after confirming it with its payment provider. Applicable legal deadlines will take precedence over an internal estimate.
15.1. Where an order is cancelled by us or a refund is due because of a failure attributable to us, the treatment of shipping charges will comply with applicable law and the disclosures made at checkout.
15.2. Where a product is returned because it is defective, damaged, incorrect, expired or materially misdescribed, applicable shipping charges and return costs will be handled in accordance with the customer’s legal entitlement.
15.3. For a voluntary return that is permitted under a disclosed change-of-mind arrangement, any lawful and properly disclosed shipping-cost treatment will apply.
15.4. We will not make deductions that are unlawful, misleading, disproportionate or inconsistent with a customer’s statutory rights.
Subject to applicable law and any mandatory remedy, the following may be ineligible for ordinary change-of-mind returns:
These restrictions do not automatically apply to products that are defective, unsafe, incorrect, expired, counterfeit, materially misdescribed or otherwise subject to a mandatory legal remedy.
A non-returnable classification will not override a consumer’s rights under applicable law.
17.1. If a courier cannot deliver an order because of an incorrect address, repeated unsuccessful delivery attempts or another delivery issue, the parcel may be returned to the sender.
17.2. Customers should contact us promptly if the tracking status indicates a failed delivery or return to origin.
17.3. If redelivery is possible, we will communicate the available options and any lawful additional charge before proceeding.
17.4. If redelivery is not possible, we will assess whether a refund or another remedy is due.
17.5. Any deduction for shipping, return-to-origin or other costs must be lawful, reasonable, properly disclosed where required and consistent with the reason for the failed delivery.
17.6. Where the failure is attributable to us or circumstances for which the customer should not bear the cost, we will provide the remedy required by law.
18.1. We may investigate claims that reasonably appear fraudulent, duplicated, manipulated or inconsistent with the transaction records.
18.2. We may request reasonable supporting information to verify a claim, confirm the order or investigate a suspected abuse of the return process.
18.3. Where evidence establishes fraud or deliberate misuse, we may reject a claim to the extent permitted by law and take proportionate steps to protect our business.
18.4. We will assess claims individually and will not automatically treat a customer as fraudulent because a product complaint has been made or a refund has been requested.
18.5. Nothing in this section permits us to withhold a refund or deny a remedy that is legally due.
19.1. Customers who believe a payment was incorrect, duplicated or unauthorised should contact us promptly so that we can investigate.
19.2. Customers may also contact their bank or payment provider and use any dispute-resolution procedure available to them.
19.3. We may provide relevant order confirmations, transaction references, shipping records and other appropriate evidence when responding to a payment dispute.
19.4. We will not retaliate against a customer for exercising a lawful payment-dispute or consumer-protection right.
For cancellation requests, return authorisation, refund status, damaged-product complaints or other concerns, please contact:
INNOAYURVED
Attention: Dr. Vibha Patel
Address: 539, Yash Arian, Swami Vivekanand Chowk, Memnagar, Ahmedabad – 380052, Gujarat, India.
Email: Innoayurved@gmail.com
Phone / WhatsApp: 9763183677
Please provide your order number, registered contact details and a clear description of your request.
We will review complaints fairly and respond within an appropriate period, subject to the nature of the matter and any applicable statutory timelines.
Where Indian e-commerce law requires a designated grievance officer, prescribed complaint-handling procedures or specific response timelines, the business will implement and display those details as required.
We may update this policy to reflect changes in our products, return arrangements, payment providers, delivery operations or applicable law.
The latest version will be published on our website with an updated “Last Updated” date.
Changes will not retrospectively remove a customer’s accrued rights or statutory remedies.
This policy is governed by the laws of India, subject to applicable consumer-protection legislation and other mandatory legal requirements.
Nothing in this policy restricts a customer’s right to approach a competent court, consumer commission, regulator or other authority where permitted by law.
INNOAYURVED aims to process cancellation, return and refund requests transparently, fairly and in accordance with applicable law.
Customers are encouraged to read this policy before placing an order and contact us promptly if an issue arises.