Aayura Wellness Multipurpose eCommerce Platform
1. Cancellation Policy

i) Medicines and Healthcare Products

An order for medicines or healthcare products can be cancelled from the ‘Order Details’ screen on the Aayura wellness.co.in / Mobile Application or by calling our customer care number 6291848729 before it is marked as “Out for Delivery”. Else, you can refuse it at the time of delivery and a refund will be processed as per the Refund Policy.

ii) Diagnostics /Lab Test

A diagnostic/ lab test can be cancelled anytime unless it is marked ‘Sample Collected’ by the third-party phlebotomist. Else, you can refuse sample pick up at the collection location and a refund will be processed as per the Refund Policy

2. Return Policy

i) Medicine Orders

We have product specific return policy. The return window ranges from 0-15 days from the date of delivery. The information regarding the return policy can be found on the product page. Please check the return policy before placing any order.

ii) Healthcare Products

All the healthcare products ordered from the Website or Mobile Application can be returned within 2 days from the date of delivery.
[Note- Currently, the Company is not charging any shipping charges for returns from you.]

3. Products Not Eligible for Return-

As per terms offered by all the sellers on the Platform, the products shall not be eligible for a return under the following circumstances-


i) Medicine Orders:

i) If the item has been opened, partially used or disfigured. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent;

ii) If the product has been tampered with;

iii) If the product packaging and/or packaging box and/or packaging seal has been tampered with. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent and it is emphasized that the user should not accept the order if the package appears to be tampered;

iv) If it is mentioned on the product detail page that the product is non-returnable;

v) Any accessories/freebies supplied with the product are missing;

vi) If the product does not have serial number / UPC number/ barcode affixed, which was present at the time of acceptance of products by the user from the user’s delivery agent;

vii) Any damage/defect which is not covered under the manufacturer's warranty;

viii) The product is without original packing and accessories/freebies;

ix) If the product is damaged due to misuse;

x) Products related to personal care, baby care, food & nutrition, healthcare devices, covid essential products including but not limited to masks and gloves, sexual wellness products including but not limited to condoms, pregnancy/fertility kits, any other products such as but not limited to diapers, health drinks, health supplements, glucometers, glucometer strips/lancets, health monitors, etc. Additionally, we do not take return of certain items such as sexual wellness products, diapers, etc. However, the Company shall accept return if aforementioned products are defective, deficient or spurious or not of the characteristics or features as advertised or if they are delivered late.

xi) Products related to temperature controlled (i.e. Insulin, Injection, temperature controlled eye drops, etc.) and liquid in form cannot be returned, except at the time of delivery received as damaged.

vii) Any damage/defect which is not covered under the manufacturer's warranty;

4. Additional Note –

i) Items marked as "Non-Returnable" on the product detail page or items whose return window has expired cannot be returned. If such an item is indeed returned along with another returnable item, Aayura wellness will disallow a refund or return of the “Non-Returnable” product to you when our partner licensed retail pharmacy verifies the returned item(s).

ii) If you have received a damaged product, please initiate a return on website/app within 3 days from the time of delivery. The Seller (Aayura wellness Pharmacy/Aayura wellness) will pick the damaged product from you at no extra cost.

5. How to Return?

You can raise a return request within the time frame mentioned above by following these simple steps on the Website or Mobile Application:

i) Medicine Orders

i) Go to My Orders;

ii) Select the respective order and click on ‘RETURN’;

iii) Please check if the product/s that you wish to return are returnable and have an active return window;

iv) Select the item you wish to return with quantity and reason for return

Note:

You can also place a request for return of any product by calling the customer support at 6291848729. After your return request is processed, we will pick up the return items as per the following timelines:

i) For Local City (Kolkata): Within 24-48 hours from the time of approval of return request

ii) For Other Cities/ Towns: Between 4-5 business days from the time of approval of return request. Please note that this time period may be longer depending on the third-party courier partner’s terms.

iii) Please keep the return package ready in its original packaging with all the labels intact. You are also requested to keep a copy of the invoice/ bill from the seller handy for verification.

6. Refund Policy

i) Please note that the refund amount mentioned at the time of return on the Website or Mobile Application is an estimate and will be finalised after completion of verification. Once the pick-up is completed and the product is verified by the seller, a refund of the total amount paid for the products returned by you will be initiated for eligible returns as mentioned above.


ii) Refund will be initiated only post successful verification of the products by the seller. Please note that the verification process may take: For Local City (Kolkata): 48 hours from the time of pick up from your location. For Other Cities/Towns: 8-10 business days from the date of pick up from your location. The amount is expected to reflect in your account after completion of verification from the seller as per the following timelines

Method of Payment Refund Timeframe (after successful
verification from third party pharmacy/
vendor)
Aayura wellness wallet and Cash on Delivery [Note: refunds for cash on
delivery orders shall be reflecting in your Aayura wellness wallet.]
1 business day
NEFT 1-3 business days
Credit / Debit Card 7-10 business days subject to the bank
turnaround time and RBI Guidelines.
Other Wallets 2-3 business days

Note:

You understand and acknowledge that we reserve the rights to claim back any refund that has been processed by us as a result of fraudulent activities such as return of wrong products or wrong quantity of the products.
In case of any query related to refund, please call our customer service desk at 6291848729 or email us at customercare@aayurawellness.com