REFUND & RETURN POLICY
1. Purpose
This Refund & Return Policy ("Policy") sets out the terms governing the return, replacement, exchange, and refund of products purchased from Asylum "PhytoPharma". The Policy is intended to ensure a fair, transparent, and efficient process for customers while safeguarding the Company's interests.
2. Applicability
This Policy applies to all retail customers purchasing products directly from the Company or through its authorized Direct Sellers/Distributors.
3. Customer Satisfaction
The Company is committed to providing genuine, high-quality products. If a customer is not satisfied for a valid reason covered under this Policy, the Company will process the return, replacement, or refund in accordance with the terms below.
4. Return Eligibility
Products may be returned only if all of the following conditions are met:
- The return request is submitted within 7 calendar days from the date of delivery.
- The product is unused, unopened, and in its original saleable condition.
- The original packaging, labels, seals, accessories, promotional items, and invoice are available.
- The product has been stored according to the storage instructions provided.
5. Products Eligible for Return
Returns shall be accepted in the following cases:
- Wrong product delivered.
- Product received in damaged condition.
- Manufacturing defect.
- Product expired at the time of delivery.
- Product substantially different from what was ordered.
- Missing items in the shipment.
6. Products Not Eligible for Return
Returns shall not be accepted for:
- Opened or used nutraceutical, wellness, food, or personal care products, except where there is a manufacturing defect.
- Products damaged due to misuse, negligence, improper storage, or mishandling by the customer.
- Products without original invoice or proof of purchase.
- Products whose tamper-evident seal has been broken (unless defective).
- Products returned after the applicable return period.
- Free gifts, promotional items, samples, or complimentary products.
7. Refund Due to Change of Mind
Where permitted by applicable law, a customer may cancel an order before dispatch without any deduction.
If the order has already been delivered, returns due solely to a change of mind will be accepted only if:
- The product remains unopened and unused;
- The request is made within 7 days of delivery; and
- The customer bears the return shipping cost, GST, packaging, labour cost unless otherwise agreed by the Organization
8. Return Procedure
The customer shall:
- Contact Customer Support within the return period
- Provide the order number, invoice, and reason for return.
- Submit photographs or videos where requested.
- Securely pack the product for return.
The Company may arrange pickup or request shipment to its designated return address.
9. Inspection
All returned products shall be inspected by the Company's quality team.
The Company's decision regarding eligibility shall be based on the inspection findings and shall be communicated to the customer.
10. Replacement
Where a return is approved, the Company may:
- Replace the product with the same product;
- Replace it with an equivalent product (with customer consent); or
- Issue a refund, depending on product availability and the circumstances.
11. Refund Method
Approved refunds shall be processed through the original mode of payment wherever feasible.
If refund through the original payment method is not possible, the Company may process the refund through bank transfer or any other lawful method.
12. Refund Timeline
After approval of the return:
- Refunds shall normally be processed within 7–10 business days.
- Bank or payment gateway processing times may vary and are outside the Organization's control.
13. Shipping Charges
- Shipping charges are refundable where the Company is responsible for the error, defective product, or incorrect delivery.
- Shipping charges are generally non-refundable for customer convenience returns unless otherwise required by law.
- Return shipping costs for change-of-mind returns shall ordinarily be borne by the customer.
14. Order Cancellation
Customers may cancel an order before dispatch.
Orders that have already been dispatched may be cancelled only in accordance with this Policy.
15. Non-Delivery
If an order is returned due to:
- Incorrect address,
- Repeated delivery failure,
- Refusal to accept delivery, or
- failure to collect the shipment,
The Organization may deduct actual courier and handling charges before processing any eligible refund.
16. Fraudulent or Excessive Returns
The Company reserves the right to reject returns where:
- Fraudulent activity is suspected;
- False claims are made;
- Repeated abuse of the return policy is identified; or
- The returned product has been intentionally damaged.
17. Distributor Purchases
Retail customer returns shall be governed by this Policy.
Returns of inventory purchased by Direct Sellers/Distributors shall be governed by the Distributor Agreement and the Company's Buy-Back Policy.
18. Force Majeure
The Company shall not be liable for delays in processing refunds or replacements caused by natural disasters, government restrictions, transportation disruptions, strikes, pandemics, or other events beyond its reasonable control.
19. Grievance Redressal
Customers who are dissatisfied with the handling of a return or refund may contact the Company's Grievance Redressal Officer through the contact details published on the Company's official website.
20. Policy Amendments
The Company reserves the right to amend this Policy from time to time in accordance with applicable law. Any amendment shall not affect rights accrued before the amendment becomes effective.
21. Governing Law
This Policy shall be governed by the laws of India and shall be interpreted in accordance with the Consumer Protection Act, 2019, the Consumer Protection (Direct Selling) Rules, 2021, and other applicable laws.
Approved By: Asylum PhytoPharma