Refund & cancellation policy

Draft for legal review. This document is a starting template and must be reviewed by a qualified lawyer before launch.

This policy explains when you can cancel an order, return a product and receive a refund. It is written to meet the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Online ordering is not yet open; this policy will apply from the day it does.

Cancelling an order

You can cancel an order free of charge at any time before it is dispatched, from your order confirmation email or by contacting us. Once an order has been dispatched it cannot be cancelled, but you may be able to return it as set out below.

Products we can accept back

Because our products are taken by mouth, we cannot accept returns of opened products or products with a broken seal, for your safety and that of other customers. We will always accept a return, and give a full refund or replacement, if:

• the product arrived damaged, leaking or with a broken seal;
• you received the wrong product or quantity;
• the product is past its expiry date on arrival.

Please tell us within [7] days of delivery, with a photo of the product, the outer packaging and the details printed on the jar.

Unopened products

You may return an unopened product in its original condition, with the seal intact, within [7] days of delivery. Return shipping for change-of-mind returns is [paid by the customer].

How refunds are paid

Approved refunds are paid to the original payment method within [7] working days of approval. For cash-on-delivery orders we will refund to a bank account or UPI ID you provide. We do not charge any cancellation or refund fee except where stated here.

Product recalls

If we ever recall a product, we will contact affected customers and refund or replace the product in full, whatever its condition.

Contact

For any cancellation, return or refund question, write to us through the contact page or to our grievance officer at grievance@girivana.com. See our grievance redressal policy for timelines.