Return & Refund Policy

At Dravyayu, every product is made with care, across three generations of family manufacturing. We want you to be completely satisfied with your purchase. This policy explains how returns, replacements, and refunds work for orders placed on www.dravyayu.com.

Please read this policy carefully before requesting a return, as Ayurvedic and wellness products have specific restrictions due to their nature as consumable health products.

1. Our Commitment

We accept returns and offer replacements only in the following situations:

• You received a damaged product
• You received the wrong product (different from what you ordered)
• You received an expired product or a product nearing its expiry date
• The product packaging was tampered with or broken upon delivery
• You received a product with a missing item from your order

We do not accept returns for reasons such as change of mind, incorrect self-assessment of needs, or "no longer required" once a sealed product has left our warehouse. This is standard practice for Ayurvedic and consumable health products across the industry, for hygiene and safety reasons.

2. Products That Cannot Be Returned

Once delivered, the following cannot be returned or exchanged, except in the damaged, wrong, or expired scenarios listed in Section 1:

• Any product where the seal, cap, or packaging has been opened or broken by the customer
• Syrups, churna, ras, oils, and granules once consumed or partially used
• Tablets, capsules, or any product where the blister or strip has been opened
• Products purchased during a clearance or final sale, clearly marked at checkout
• Any product without its original packaging, label, or invoice

This restriction exists because Ayurvedic and wellness products are consumable health items. Once a seal is broken, we cannot verify the product's safety or authenticity for resale or return to inventory. This protects both you and future customers.

3. Return Eligibility Window

A damaged product reported on delivery must be raised within 48 hours of delivery. A wrong product delivered must also be reported within 48 hours of delivery. If you receive an expired or near-expiry product, you have 7 days from delivery to raise the issue. A missing item in your order should be reported within 48 hours of delivery. Tampered or broken packaging should ideally be reported to the delivery partner at the time of delivery, or to us within 24 hours.

Requests raised after these windows may not be eligible for return, replacement, or refund.

4. How to Raise a Return Request

Contact us within the eligible window via WhatsApp, email at care@dravyayu.com, or through our website contact form.

When reaching out, please share your order number, clear photos or a short video of the product showing the issue (damage, wrong item, broken seal, or visible expiry date), and a brief description of the problem.

Our team will review your request within 24–48 hours and confirm whether it is eligible for a return, replacement, or refund.

If approved, we will arrange a reverse pickup through our courier partner, or in some cases ask you to ship the product back to us. We will inform you which applies, and we will cover the cost if the issue arose from our end.

5. Replacement Process

For eligible cases involving a damaged, wrong, or expired product, we prioritise replacement over refund wherever possible, so you still receive the product you intended to purchase.

Once your return request is approved, we will dispatch the replacement within 3–5 business days, and you will receive a new tracking ID for the shipment. No additional shipping charge will be applied for replacements arising from our error.

If the product you ordered is out of stock and a replacement is not possible, we will offer you a full refund instead.

6. Refund Process

If a replacement is not possible, or if you prefer a refund, here is how it works.

Refund timelines: For prepaid orders made via UPI, card, netbanking, or wallet, refunds are credited to your original payment method within 5–7 business days of approval. For Cash on Delivery (COD) orders, refunds are processed within 7–10 business days via bank transfer or UPI, for which we will ask you to share your bank or UPI details.

Refund method: Prepaid orders are refunded to the original payment method used at checkout via Razorpay. COD orders are refunded via bank transfer or UPI, since no original payment method exists to refund to. We do not offer cash refunds.

Refund confirmation: You will receive an email and/or WhatsApp confirmation once your refund has been processed, along with a reference or transaction ID. Please allow your bank an additional 2–3 business days for the amount to reflect in your account after we initiate the refund.

7. Order Cancellation

Before Dispatch

You may cancel your order free of charge at any time before it has been shipped. Contact us immediately via WhatsApp or email with your order number. If the order has not yet been packed or shipped, we will cancel it and process a full refund for prepaid orders within 5–7 business days.

After Dispatch

Once an order has been shipped, it cannot be cancelled. You may refuse delivery, after which the product will return to us, and a refund will be processed once we receive and verify the returned item, minus any applicable return shipping charges if the refusal was not due to our error.

Cash on Delivery (COD) Orders

For COD orders, we may contact you via WhatsApp or phone call to confirm the order before dispatch. If we are unable to verify a COD order after multiple attempts, we reserve the right to cancel it to avoid unnecessary logistics costs.

8. Non-Delivery & Failed Delivery Attempts

If a delivery attempt fails due to an incorrect or incomplete address provided by the customer, customer unavailability despite multiple delivery attempts, or refusal to accept a correctly delivered order without a valid reason under this policy, the product will be returned to our warehouse.

For prepaid orders, a refund will be processed minus the actual shipping cost incurred for both the forward and return journey. For COD orders, no charge applies since payment was never collected, but repeated failed deliveries may result in restrictions on future COD orders for that account.

9. Damaged-in-Transit Products

We package every order carefully, but if your product arrives damaged due to mishandling in transit, please do not discard the packaging or product. Take clear photos or a video of the damaged product and the outer packaging, and report this to us within 48 hours of delivery. We will arrange a free replacement or full refund, with no return shipping cost to you.

10. Quality Concerns Not Related to Damage

If you have concerns about how a product feels, performs, or suits you, we genuinely want to know. However, please note this is different from a "return" request under this policy. Since these are consumable Ayurvedic products, we cannot accept the return of an opened or used product for this reason.

Instead, reach out to us at care@dravyayu.com. Our team, including guidance informed by our in-house formulation experience, will try to help. We may suggest usage adjustments, share more product information, or escalate the matter internally for review. We take all quality feedback seriously, even when a return isn't possible, because it helps us improve.

11. Refunds for Promotional or Discounted Orders

If an order was placed using a discount code or during a promotional offer, refunds will be issued for the actual amount paid, not the original MRP.

If a return makes you ineligible for a bundle or combo discount you previously qualified for, such as returning one item from a multi-item bundle offer, the refund will be recalculated based on the individual product price, and the discount will be adjusted accordingly.

12. Exchange Policy

We currently do not offer direct product-to-product exchanges, such as swapping one product for a different one. If you wish to switch products, please request a return or refund for the eligible item as per Section 1, and place a new order separately.

13. Contact Us for Returns & Refunds

For any return, replacement, or refund request, please reach out to us.

📧 Email: care@dravyayu.com

💬 WhatsApp: [Insert WhatsApp Business Number]

📞 Phone: [Insert Phone Number]

🕐 Support Hours: [Insert hours, e.g., Mon–Sat, 10 AM – 6 PM]

Our team typically responds within 24 hours on working days.