1. Scope of This Policy

This Return & Refund Policy applies only to orders placed directly on vayuga.in. “VAYUGA”, “we”, “us” and “our” refer to the business operating the website. “You”, “your” and “customer” refer to the person who placed the order or the authorised recipient.

Orders purchased through Amazon, Flipkart, Meesho or another marketplace are governed primarily by that marketplace’s return and refund process. For such an order, submit the request from the marketplace order page within its applicable timeline. We may assist with product information, but we cannot directly reverse a payment collected by another marketplace.

This policy should be read with our Terms & Conditions, Shipping Policy, Privacy Policy and the product label. Nothing in this policy limits a consumer right or remedy that cannot lawfully be excluded.

2. Why Consumable Products Need Special Rules

Herbal powders and similar products are intended for consumption or personal use. Once a primary seal is broken or the contents are opened, used, transferred, contaminated, exposed to moisture or stored incorrectly, the product cannot ordinarily be verified as safe for resale. For customer safety and hygiene, opened or used consumable products are generally not accepted for a change-of-mind return.

This restriction does not remove your rights where a product was delivered damaged, leaking, unsealed, expired, materially defective, incorrect or otherwise not in conformity with the order or applicable law. Such cases will be reviewed under the eligible conditions below.

3. Return Reporting Window

An eligible issue should be reported to VAYUGA within 7 calendar days from the recorded delivery date. For visible transit damage, leakage, tampering, a missing item or a wrong product, we strongly recommend contacting us within 48 hours so that courier records and packaging evidence remain available. The 48-hour recommendation does not automatically remove a right available under applicable law.

If the seventh day falls on a day when our support is closed, an email sent before the end of that calendar day will be treated as timely. Requests made after the reporting window may be declined where delay prevents reasonable verification, except where applicable law requires otherwise.

4. Issues Generally Eligible for Review

A return, replacement or refund request may be considered for the following verified issues:

• Wrong product: the product, variant, quantity or pack size materially differs from the order invoice.
• Missing item: an invoiced item was not included in the delivered parcel.
• Transit damage: the container or primary packaging arrived materially broken, crushed or unusable.
• Leakage: product escaped from the sealed container during transit.
• Tampered or missing primary seal: the product arrived without the intended protective seal or showed clear signs of tampering.
• Expired product: the product was already beyond its printed expiry or best-before date at the time of delivery.
• Verified packaging defect: a material manufacturing or packing issue made the product unsafe or unusable when received.
• Material mismatch: mandatory information or supplied contents materially differ from what was ordered, subject to reasonable batch and packaging variations.
• Confirmed non-delivery or lost prepaid shipment: handled with the courier under our Shipping Policy.

Eligibility for review does not mean automatic approval. We may verify the order, invoice, product, batch details, parcel weight, courier information and evidence before deciding the appropriate remedy.

5. Situations Generally Not Eligible

Except where applicable law requires a remedy, a return or refund will generally not be approved for:

• change of mind after delivery;
• ordering the wrong product, quantity or address by customer error;
• dislike of natural taste, aroma, colour or texture;
• reasonable batch-to-batch variation in a natural herbal ingredient;
• lack of a personally expected wellness, cosmetic or health result;
• an opened, used, partly consumed or transferred product without a verified pre-existing defect;
• damage caused after delivery by moisture, sunlight, heat, insects, contamination or improper storage;
• a product used contrary to the label or after its expiry;
• a request based only on an unauthorised third-party medical or marketing claim;
• free samples, gifts or promotional items with no separate purchase price, unless defective;
• minor dents or cosmetic damage to outer shipping material that did not affect the sealed product; or
• a request submitted with altered, misleading or unrelated evidence.

6. Natural Variation Is Not Automatically a Defect

Plant-based powders may naturally vary in shade, aroma, taste, texture or density because of crop, season, plant part, drying and grinding conditions. A reasonable natural variation does not necessarily mean the product is adulterated, expired or defective.

If the variation appears extreme, the seal was compromised, the product smells spoiled, foreign material is visible or you have another genuine quality concern, do not consume it. Contact us with photographs, batch number, manufacturing and expiry details so that the concern can be reviewed.

7. How to Submit a Request

Contact us by email or WhatsApp within the applicable window. To help us investigate quickly, provide:

1. your order number;
2. name and registered phone number or email;
3. product name, quantity and affected item;
4. date of delivery;
5. a clear description of the issue;
6. photographs or video described below; and
7. the remedy requested—replacement or refund.

For example, write “Return Request – Order 1234” in the email subject. Do not send UPI PINs, card PINs, passwords, CVV, OTPs or full bank statements.

8. Evidence We May Request

Depending on the issue, we may request reasonable evidence including:

• clear photographs of all sides of the outer parcel;
• the visible shipping label and order number;
• the product container, seal and damaged area;
• batch number, manufacturing date and expiry or best-before date;
• invoice or order confirmation;
• a continuous unboxing video showing the unopened parcel and its contents; or
• other information reasonably necessary to distinguish transit, packing and post-delivery damage.

An unboxing video is highly useful for claims involving an empty parcel, missing item, wrong product, leakage or tampering. However, absence of a video will not automatically defeat a genuine claim where other reliable evidence is sufficient or applicable law requires a remedy.

Evidence should be original and should not be edited in a misleading way. You may cover unrelated personal information, but the order number, label and affected area should remain visible.

9. Preserve the Product and Packaging

Keep the affected product, original container, cap, seal, outer parcel, invoice, shipping label, inserts and all contents until we confirm that the investigation is complete. Do not discard, consume, refill, transfer or intentionally alter the product after reporting the issue.

If the product is leaking, place the sealed container and packaging inside a clean secondary bag to prevent further mess, but do not wash away evidence before photographing it. Keep the product away from children and animals.

10. Safety-Related Complaints

Do not use a product that arrived open, unsealed, visibly contaminated, expired, severely leaking or materially damaged. Contact VAYUGA promptly. If you experience an unwanted reaction, stop using the product and seek appropriate medical advice where needed.

We may ask for limited information needed to identify the product and batch. Do not send complete medical files through a public review, WhatsApp group or social-media comment.

11. Review and Verification Process

After receiving a request, VAYUGA may:

1. check whether the request was submitted within the applicable period;
2. confirm the order, payment and delivery status;
3. review images, video and written information;
4. compare the invoice, product and batch details;
5. check packing or parcel-weight records where available;
6. raise an investigation with the courier or service provider;
7. request the product for inspection; and
8. approve, partially approve or reject the request with a reason.

Submitting a request does not itself authorise you to ship a parcel to our address. Wait for return instructions. An unauthorised parcel may be refused if we cannot identify the order or safely accept the product.

12. Available Remedies

Depending on the verified issue, stock availability, customer preference and applicable law, we may provide one of the following:

• replacement of the affected product;
• replacement of a missing quantity;
• refund of the amount paid for the affected product;
• refund of eligible shipping charges;
• store credit, only where you voluntarily agree; or
• another appropriate corrective action.

VAYUGA will not require a customer to accept store credit instead of a refund where applicable law entitles the customer to a monetary refund. A replacement normally resolves the approved claim for that item unless the replacement also has a verified issue.

13. Return Authorisation

If physical return is required, we will provide instructions, a return reference and, where available, arrange pickup. The product must be packed securely with all original contents to prevent further damage.

Return authorisation may specify:

• the approved item and quantity;
• pickup address;
• packing requirements;
• courier or self-ship method;
• deadline for handing over the parcel; and
• documents or reference number to include.

Do not include unrelated products, personal documents, cash or accessories not supplied with the order.

14. Pickup Availability

Reverse pickup depends on courier serviceability and may not be available for every PIN code. If pickup is unavailable for an approved eligible return, we may ask you to self-ship through a traceable courier to the instructed address.

For a verified VAYUGA error or covered defect, reasonable self-shipping cost may be reimbursed up to the agreed amount upon receipt of a valid courier receipt. Do not choose an unusually expensive service without prior approval.

15. Return Inspection

When a returned item reaches us, it may be inspected to confirm identity, seal status, quantity, batch, damage and the reported issue. Inspection usually begins within a reasonable period after receipt.

A refund may be declined or adjusted if the returned parcel contains a different item, is missing substantial contents, was intentionally damaged after delivery or materially differs from the approved request. We will consider the nature of the original defect and will not reject a valid claim merely because reasonable inspection was necessary.

16. Replacement Process

An approved replacement is subject to stock and delivery serviceability. We may dispatch it after verification, pickup scan or receipt of the returned item depending on the issue. The replacement will usually be sent to the original delivery address unless another arrangement is confirmed before dispatch.

If the same product is unavailable, you may be offered a refund or another product of equal value with your consent. We will not force a materially different substitute.

17. Refund Method

Approved refunds for prepaid orders are generally sent to the original payment method. The payment gateway or bank may take additional time to reflect the credit after VAYUGA initiates it.

For a COD order, we may request a bank account or UPI ID belonging to the customer or authorised recipient. Share only the minimum details required to receive the refund. We will never ask for your UPI PIN, ATM PIN, CVV, net-banking password or OTP to process a refund.

Where the original payment method cannot accept a refund, we will contact you to arrange another lawful method. Refunds are made in Indian Rupees.

18. Refund Timeline

After the return or refund is approved and any required inspection is completed, VAYUGA generally initiates the refund within 5–10 working days. This is the initiation timeframe, not a guarantee of when the bank will display the credit.

Bank, UPI, card issuer and payment-gateway timelines vary. If the refund is not visible after the stated provider period, contact us with the order number and refund reference. We can confirm initiation, but the receiving bank controls final posting.

19. Amount of Refund

An approved full refund may include the price paid for the affected product and eligible taxes. Original shipping or COD charges will be refunded where the verified problem was caused by an incorrect product, covered defect, loss or other VAYUGA or courier failure and the charge is required to be returned.

Charges may be excluded where they were clearly disclosed, already incurred and the return arose solely from customer refusal, incorrect address, change of mind or another non-covered reason, subject to applicable law. Promotional discounts will be allocated to the relevant item when calculating the refund.

20. Partial Order Returns

If only one item in a multi-item order has a verified issue, the remedy will normally apply to that item. A defect in one product does not automatically require return of unaffected products unless the items form an inseparable bundle or applicable law requires otherwise.

If a bundle discount depended on purchasing all items, a partial refund may reflect the actual discounted amount attributed to the returned item rather than its undiscounted display price.

21. Free Gifts and Promotional Items

A free gift has no separate refundable value. If the main qualifying order is fully returned, we may require an unused free gift to be returned where clearly stated and legally permitted. If the gift itself arrived defective, contact us and we may replace it subject to availability.

22. Order Cancellation Before Dispatch

You may request cancellation before dispatch by contacting us promptly. Cancellation is not guaranteed after packing, label generation or courier handover. An approved prepaid cancellation will be refunded to the original payment method, subject to bank or gateway time.

If the parcel has already been dispatched, do not refuse it unless instructed or unless there is visible tampering or another genuine reason. Customer refusal may create RTO and shipping charges under the Shipping Policy.

23. Refused COD and RTO Orders

No product-price refund is payable for an ordinary COD order where no payment was collected. If a prepaid parcel is returned because the customer provided an incorrect address, remained unavailable or refused delivery without a covered reason, actual disclosed shipping or RTO charges may be deducted where legally permitted.

If delivery failed because of a courier error, verified damage or VAYUGA error, we will review reshipment or refund without unfairly charging the customer.

24. Duplicate Refund or Replacement

A customer is not entitled to receive both a full refund and a free replacement for the same approved claim unless we expressly agree. If a shipment reported lost is refunded or replaced and later arrives, contact us before using it so that the matter can be resolved fairly.

Fraudulent duplicate claims, altered evidence or chargeback abuse may result in account restriction and lawful recovery action.

25. Chargebacks and Payment Disputes

We encourage you to contact VAYUGA before initiating a bank or payment chargeback so that we can investigate the order. If a chargeback is opened, provide accurate information to the bank and do not simultaneously seek a duplicate refund from us.

We may provide the payment provider with relevant order, delivery and communication records to respond to a dispute, consistent with our Privacy Policy and applicable law.

26. Allergy, Intolerance and Personal Suitability

Customers are responsible for reviewing the ingredient list and known allergies before use. An individual allergy, intolerance or personal dislike does not automatically prove that the product was defective. However, genuine safety concerns should be reported with product and batch details so they can be assessed.

Website articles, reviews and traditional-use information do not guarantee suitability for a particular person. Consult an appropriately qualified professional if you are pregnant, breastfeeding, taking medication or managing a medical condition.

27. Marketplace Purchases

For Amazon, Flipkart, Meesho or another marketplace order, the marketplace controls the payment and usually controls pickup, return labels and refund initiation. Submit the request within the marketplace account. VAYUGA cannot issue a direct cash or UPI refund outside the marketplace for a payment collected by that marketplace unless a lawful, verified arrangement expressly permits it.

28. Abuse of the Return Process

We may refuse a request supported by fabricated evidence, a substituted product, an intentionally emptied container, repeated dishonest claims, unauthorised resale activity or another material abuse. We may restrict website purchasing where reasonably necessary to prevent fraud.

This section will not be used to block a genuine complaint or lawful consumer remedy. Each claim will be considered on its facts.

29. Changes to This Policy

We may update this policy when our products, courier arrangements, payment methods or legal obligations change. The policy displayed at the time of purchase will generally apply to that order, except where a legal requirement must apply earlier or a more favourable resolution is offered.

30. Complaint Escalation

If you disagree with an initial decision, reply to the same support conversation and request escalation. Explain the disputed point and provide any missing evidence. The VAYUGA Grievance Officer will review the available information.

Nothing in this policy prevents an eligible consumer from approaching a consumer commission, authority or dispute mechanism available under applicable Indian law.