Return & Refund Policy

1 Return Eligibility

A product is eligible for return under the following conditions:

• Damaged Product: Item received in physically damaged or broken condition
• Incorrect Item: You received a different product from what was ordered
• Expired Product: Item received past its expiry date
• Manufacturing Defect: Visible manufacturing defects in sealed products
• Missing Items: Part of your order is missing from the delivered package
• Tampered Packaging: Seal or packaging appears to have been tampered with

All eligible return claims must be raised within 48 hours of delivery by contacting our support team.

2 Non-Returnable Items

The following items cannot be returned due to health and safety regulations:

• Opened or used medicines, supplements, or healthcare products
• Temperature-sensitive products (e.g., certain herbal oils, ghee formulations) that require cold-chain storage
• Personalized or custom-formulated Ayurvedic preparations
• Products with broken or missing serial/batch numbers (unless due to manufacturing fault)
• Products purchased on clearance, heavy discount, or promotional-only offers (unless defective)
• Digital products, e-books, or downloadable health guides
• Prescription medicines where the outer packaging seal has been opened

3 Return Window

4 Return Process

To initiate a return:

1. Contact our support team within the applicable return window.
2. Provide your Order ID, a description of the issue, and clear photographs of the product (batch number, expiry date, damage, or tampered packaging).
3. Our team will review your request within 24-48 hours and confirm eligibility.
4. If approved, you will receive return pickup instructions. Our logistics partner will collect the product.
5. Upon receiving and verifying the returned product, refund/replacement will be initiated within 2-3 business days.

5 Damaged & Incorrect Orders

If you receive a damaged or incorrect order:

• Do not open or use the product if you notice damage at delivery.
• Take photographs immediately — including the outer packaging, inner product, and shipping label.
• If possible, reject the delivery and ask the delivery person to note it as "damaged."
• Report within 48 hours to support@neolifeayush.com with Order ID and photos.
• We will arrange free pickup and issue a full refund or replacement at no additional cost.

6 Consultation Refunds

• Consultation fees are refunded according to our Cancellation Policy.
• If a consultation was not attended due to a doctor's unavailability: full refund within 3-5 business days.
• If technical issues on our end prevented the consultation from taking place: full refund or free rescheduling.
• No refund for completed consultations, except in cases of proven medical negligence (subject to investigation).

7 Payment Failure Refunds

If your payment was deducted but the order was not confirmed:

• The transaction is typically auto-reversed by your bank within 5-7 business days.
• If the amount is not reversed within 7 business days, contact us with the transaction ID and bank statement.
• We will investigate and coordinate with the payment gateway to resolve within 3-5 additional business days.
• We are not responsible for delays caused by the payment gateway or your bank's processing time.

8 Refund Timeline

9 Refund Methods

• Refunds are processed to the original payment method used for the order.
• If the original payment method is no longer available (e.g., expired card), we will process the refund via bank transfer with your NEFT details.
• Cash refunds are not issued under any circumstances.
• Refunds to international payment methods are subject to currency conversion rates at the time of processing.
• You will receive an email/SMS confirmation when a refund is initiated on our end.

10 Contact Support