Return & Refund Policy

At Ayurvediya Upchar, we aim to provide customers with quality products and a reliable shopping experience. We carefully pack orders before dispatch and work to ensure that products reach customers in proper condition.

This Return & Refund Policy explains the circumstances under which a product may be returned, replaced or refunded.

1. Products Eligible for Return or Replacement

A customer may contact us if the product received is:

• Damaged during transit
• Incorrect or different from the product ordered
• Defective or unusable
• Missing from the order
• Significantly different from the description or specifications shown on the website
• Received in an incorrect quantity where applicable

Such cases will be reviewed and, where applicable, a replacement or refund may be provided.

For marketplace orders, the relevant seller may be involved in reviewing and resolving the issue.

2. Damaged Products

Customers should inspect the package at the time of delivery whenever possible.

If a product is received damaged, customers should contact us as soon as possible after delivery and provide:

• Order number
• Product name
• Clear photographs of the outer package
• Clear photographs of the damaged product
• Unboxing video, if available

Providing photographs or an unboxing video can help us investigate transit-related damage quickly.

3. Wrong Product Received

If you receive a product different from the product ordered, please contact our customer support with your order details and photographs of the product received.

After verification, we may arrange:

• Replacement with the correct product, or
• Refund, where replacement is not available.

4. Missing Product

If any item shown in your order is missing from the delivered package, please contact us with your order number and details of the missing item.

We will verify the order and shipment information and, where appropriate, arrange the missing product or applicable refund.

5. Food, Spices & Masala Products

For Masala & Spices and other food products, returns may be restricted after delivery because of food safety, hygiene and product integrity considerations.

Opened, used or tampered food products are generally not eligible for return due to change of mind or personal preference.

However, this does not affect a customer's rights where the product is defective, damaged, incorrect, deficient, spurious, or otherwise does not match what was represented or agreed. Applicable e-commerce rules address return/refund obligations in such circumstances.

Food products are also subject to applicable FSSAI food safety, standards, packaging and labelling requirements.

6. Natural Products & Powders

For natural powders and similar products, return eligibility may depend on the condition of the product and the reason for the return.

Products that have been opened, used, altered or tampered with may not be eligible for return where the issue is simply a change of mind or personal preference.

Products that arrive damaged, incorrect, defective or materially different from the listing may be eligible for replacement or refund after verification.

7. Products Purchased From Marketplace Sellers

If a product is purchased from an independent seller listed on Ayurvediya Upchar, the applicable seller may be responsible for fulfilment, product quality and resolution of certain return/refund requests, subject to the platform's policies and applicable law.

Ayurvediya Upchar may assist customers in communicating with the relevant seller and resolving marketplace complaints.

Marketplace e-commerce rules require relevant information about returns, refunds, exchanges, delivery and seller details to be made available to consumers.

8. Return Request Process

To request a return, replacement or refund, please contact our customer support and provide:

• Order ID
• Name and contact details
• Product name
• Reason for the request
• Photographs/videos where applicable
• Any other information reasonably required to verify the issue

Our team may review the request before approving a replacement or refund.

9. Return Shipping

Where the issue is due to:

• Wrong product supplied
• Damaged product
• Defective product
• Missing product
• Product materially different from the description

the applicable return/replacement shipping cost may be borne by the seller or platform, depending on the circumstances.

For customer-requested returns that are not related to a product defect or seller error, return shipping may be charged where such returns are permitted.

Any applicable return-shipping charges will be communicated to the customer.

10. Refunds

Once a refund is approved, the refund will generally be processed to the original payment method used for the order, subject to the payment provider's processing timelines.

The time taken for the amount to appear in the customer's account may vary depending on the bank, card issuer, UPI provider or payment gateway.

11. Refund for Unavailable Replacement

If a replacement is approved but the same product is unavailable, we may provide a refund instead of a replacement.

12. Cancellation Before Dispatch

Customers may request cancellation before an order has been dispatched.

Once an order has been dispatched, cancellation may not always be possible. In such cases, the customer may need to follow the applicable delivery/return procedure.

13. Non-Returnable Situations

A return or refund may not be available where:

• The customer simply changes their mind after purchase
• The product has been opened or used, where return restrictions apply
• The product has been intentionally damaged
• The product has been altered or tampered with
• The product is returned without the relevant product/order details required for verification
• The issue is caused by improper storage or handling after delivery
• The return request does not meet the applicable product-specific conditions

This section does not restrict rights available to consumers under applicable law.

14. Product-Specific Return Conditions

Some products may have specific return, replacement or refund conditions because of their nature.

The applicable conditions may be displayed on the individual product page or communicated before purchase.

Customers should review the product information and applicable return conditions before placing an order.

15. Marketplace Seller Responsibility

Sellers using the Ayurvediya Upchar marketplace are expected to provide accurate product information and comply with applicable laws and platform policies.

Sellers may be required to cooperate with customer complaints, return requests, replacements and refunds relating to their products.

16. Customer Support

For return, replacement or refund-related queries, please contact us through the Contact Us page available on our website.

Please keep your order number available so that we can process your request efficiently.

17. Policy Updates

Ayurvediya Upchar may update this Return & Refund Policy from time to time to reflect changes in products, business practices, platform policies or applicable legal requirements.

Any updated version will be published on this page.

Ayurvediya Upchar

Natural Products • Spices & Masala • Everyday Wellness