Medicines are not ordinary goods. Once a pack leaves our control we cannot verify how it was stored, so we cannot put it back into stock and sell it to someone else. That single fact shapes this policy: we are strict about what comes back, and quick about putting things right when we are at fault.
The window
Tell us within 48 hours (2 days) of delivery. This is the same window published in the structured data on our product pages, so what a search engine shows you and what we honour are the same thing.
When we replace or refund
- The pack arrived damaged, leaking or crushed.
- The seal was broken or tampered with before you opened it.
- The item is expired, or so close to expiry that you cannot finish the course.
- We sent the wrong item, the wrong pack size, or the wrong quantity.
- Part of the order is missing.
In all of these we pay the return cost. You never pay for our mistake.
When we cannot
- Opened or used medicine. Once the seal is broken we cannot confirm the contents or the storage conditions, and dispensing it to anyone else would be unsafe. This applies even if the pack is nearly full.
- Change of mind after delivery.
- Prescription items once dispatched, because they were dispensed specifically against your prescription.
- A claim raised after 48 hours, unless the fault is one that could not reasonably have been noticed sooner — a manufacturing defect, for example.
- The product did not produce the result you hoped for. Ayurvedic formulations act gradually and individually; disappointment is not a defect. If a course is not working, book a consultation and the practitioner will reconsider it.
How to raise it
- Email prachyamayurveda@gmail.com or call +91 9838109090 within 48 hours of delivery, with your order number.
- Send photographs of the outer packaging, the shipping label, the batch and expiry printing, and the fault itself. For a wrong item, photograph what you received beside the label.
- Keep the item and all packaging until we have replied. Do not discard it — the photographs and the pack are what let us claim against the courier or the batch.
- We reply within 48 hours with either a replacement, a refund, or a reasoned refusal.
Cancelling before dispatch
You can cancel any order that has not yet been dispatched, at no cost, by emailing us with the order number. Once a parcel is handed to the courier it cannot be recalled, and the terms above apply instead.
How refunds are paid
- Online payments go back to the card, UPI ID or account you paid from, within 5–7 working days of approval. How quickly it then appears is up to your bank.
- Cash on delivery is refunded by bank transfer to an account you confirm in writing. We do not refund COD orders in cash or to a third-party account.
- Coupons and discounts are refunded at the price you actually paid, not the list price.
- Shipping charges are refunded in full where the fault was ours. Where you cancelled after dispatch, the outbound charge is not refunded.
- Partial returns are refunded pro rata; if the refund takes the remaining order below the free-delivery threshold of ₹699, the delivery charge that would have applied is deducted.
Consultation fees
A consultation cancelled more than 12 hours before its slot is refunded in full. Inside 12 hours, or if you do not attend, the fee is not refunded — the practitioner's time was reserved for you. If the practitioner cannot attend, you are offered another slot or a full refund, whichever you prefer.
Parcels that never arrive
If tracking shows delivered and you have not received it, tell us within 48 hours. We raise it with the courier, and if it cannot be traced we replace or refund the order. If a parcel comes back to us as undelivered or refused, we refund it less the outbound delivery cost.
If you are not satisfied
Complaints under the Consumer Protection (E-Commerce) Rules 2020 go to prachyamayurveda@gmail.com or +91 9838109090. We acknowledge within 48 hours and aim to resolve within 30 days.
