Returns, Refunds & Cancellation Policy

Cancellation Policy

Herbal Wale Ayurveda believes in helping its customers as much as possible and therefore, has a liberal cancellation policy. Under this policy, cancellation will be considered only if the shipment has not been dispatched for the orders placed with us through our website i.e. herbalwale.com (“Website”). Once the shipment is dispatched, it cannot be cancelled. If we suspect any fraudulent transaction or a transaction that violates the terms and conditions of using the Website, we may at our discretion cancel such orders without giving/making any notice to you.

Cancellation before shipment

If your order or product has not yet been shipped, you can write to our customer support at info@herbalwale.com or call +91 9760717297 anytime (Monday to Sunday), 10 AM to 08 PM to cancel your order. In such cases, the order will be cancelled and money will be refunded to you within 2 – 5 days of the cancellation request being processed. Please note that once your order has been shipped from our warehouse, your order cannot be cancelled.

How do I get my money back after my order is cancelled and how long will it take?

In case of cancellation before shipment, we process the refund within 1 – 3 business days after receiving your cancellation request.

  • For payments made through Credit/Debit Cards or Net Banking, the refund will be processed to the same account from which the payment was made within 1 – 3 business days from the date of receiving the product back. It may take additional 2 to 3 days for the amount to reflect in your account.
  • A part from this, we also provide a hassle-free option of refund through Herbal Wale Ayurveda UPI in case of any technical glitch in refunding your payment. So that your trust in us remains intact.

What if I have used a discount voucher while making the payment, and now I want to cancel the order?

Discount vouchers are for one-time use only and will be considered used even if you cancel the order. And you will only be refunded the amount you actually paid to us from your account. You can now place a new order using the new discount voucher we have running.

Returns, Replacements Policy

How do I return an order I purchased from Herbal Wale Ayurveda?

Herbal Wale Ayurveda offers its customers an easy return policy, under which you can raise a return/exchange request of a product within a period of 3 days from the date of delivery. If you have received a defective product, we request you to raise a return/exchange request of the said product within a period of 3 days from the date of delivery. We also accept partial returns, wherein you can raise a return request for one or all the products in your order. If the package is opened and returned within 3 days of delivery, a full refund will be initiated. The following steps should be followed to raise a return/exchange request of a product –

  • Step 1: Contact our customer support team via email (info@herbalwale.com) or WhatsApp on +91 9760717297 or call on +91 9760717297 between 10 AM to 08 PM within a period of 3 days from the date of receiving the order.
  • Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Please email a photo of the product for our reference, with the batch number and invoice clearly visible.
  • Step 3: We will pick up the products within 3 – 5 business days of receiving your request. Once we receive the products back, we will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes.

Under what circumstances will return of any product not be accepted?

Return of products will not be accepted in the following circumstances:

  • When a product is returned without the original packaging including price tags, original outer packaging, complimentary accessories and other accessories or if the original packaging is damaged.
  • When the serial number of the product is tampered with.
  • When the composition of the product is altered.
  • If the request is initiated after a period of 5 business days from the date of receiving the delivery.
  • When the product to be returned is a free product provided by Herbal Wale Ayurveda.

What do I do if I received a wrong or damaged product in my order?

Herbal Wale Ayurveda takes care to procure, store and sell the highest quality products in the best conditions. We have partnered with leading logistics providers in India to ensure that the products you order reach you in the best conditions. Our shipments undergo strict quality checking procedures before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement or return and refund.

If you have received an item in a damaged state or have been sent the wrong product, you can follow a few simple steps to initiate your return/refund within a period of 3 days from the date of receiving the delivery of your order. The steps are as follows:

  • Step 1: Contact our Customer Support team within 3 days of receiving delivery of your order via email (info@herbalwale.com) or WhatsApp on +91 9760717297 or call between 10 AM to 8 PM.
  • Step 2: Provide us with your order ID details and your order return/exchange/refund request. Please email us photos or videos of the product and invoice for our reference. In the photos/videos shared on email, the batch details of the product must be clearly visible, without which we will be unable to process your request. Please note that:

(a) If you claim that the product is leaking or if the product has been damaged during the delivery process, please send us photos or videos recording the leakage/damage, please provide us with clear photos or videos of the leakage/damaged product, as well as clear photos or videos of spillage (if any) on the inner and outer packaging.

(b) If you claim that the seal of the product has been tampered with, please provide us with photos to show that the seal of the product has been tampered with.

(c) If you have received a wrong product which was never ordered, please provide us with clear photos of the wrong product delivered along with the batch details of the product.

  • Step 3: We will pick up the products within 3 – 5 days of receiving your request. We will initiate the refund or replacement process only when the products are received by us in their original packaging with their seals, labels and barcodes.

After receiving all the details, our customer service team will take 3 days to respond to your complaint/question/problem. If the exchange is approved for your complaint, you will be notified of the same along with the authorization number and we will arrange for reverse pickup of the product. In case of product refunds, once your request is approved, the refund will reflect in your account within 2 – 5 days and you will be sent an email confirming the same.

Please note that if it is a case of replacement, it is subject to stock availability. If replacement cannot be available, we will refund you the full amount.

Do I have to return the free gift when I return a product that it came with?

Yes, the free gift item is included as part of the order and must be returned with the originally delivered product. Please note that the free gift must be returned in its original packaging and with its seal, label and barcode.

Can I return part of my order?

Yes, returns can be made if you have ordered multiple Herbal Ayurveda products. You may initiate a return/replacement/refund for any individual product. However, any product being returned must be returned with its original packaging, seals, labels and barcodes, as well as any complimentary gifts or products that came with it.

How do I get a refund for the money I paid for a returned order and how long will the process take?

In case of return/replacement/refund, we process the refund within 2 – 3 days from the date the products are received and verified at our warehouse.

  • For payments made through Credit/Debit Cards or Net Banking, the refund will be processed in the same account from which the payment was made, within 2 – 3 days from the date we receive the product back. It may take an additional 2-3 days for the amount to reflect in your account.
  • For Cash on Delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 2 – 3 working days from the date we receive the product back and also receive your bank details on e-mail. It may take an additional 2-3 days for the amount to reflect in your account.

Refunds Policy

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. And if you are approved, your refund will be processed and the money you paid will be automatically credited back to your credit card / debit card or original payment method within 2 – 3 business days.

Refunds are only possible in the following cases:

(a) cancellation of the order before it is shipped; and (b) cases where:

  • the customer refused to accept delivery;
  • the customer was not available during the scheduled delivery attempts made by our logistics partner; and
  • the delivery address was incorrect/unreachable.
  • or you have received a wrong item contrary to your order.

For scenario (b), we at Herbal Wale will process the refund after we receive the products from our logistics provider. All refunds will be processed based on the mode of payment you used while placing the order. Orders paid by credit or debit cards will be refunded to the credit or debit card within 4-5 days from the date we receive your products back from the logistics provider and the refund will reflect in the next statement. Orders placed by net banking accounts will be refunded to the same bank account within 4-5 days from the date we receive your products back from the logistics provider.

Notice of Changes to Cancellation, Refund and Refund Policy.

We at Herbal Wale keep reviewing our cancellation, return and refund policy to ensure it is up to date and accurate. Any changes we make to this policy in the future will be posted on this page. We reserve the right to change or update this policy at any time without prior notice to you. Such changes will become effective immediately upon being posted on our website. If there are any changes, you must review the policy regularly to keep yourself updated

Need help?

If in the rare case you are not satisfied with the quality of our customer support service, we invite you to email us at info@herbalwale.com / herbalwale.pro@gmail.com or WhatsApp message or call us at +91 9760717297 so we can look into your issue and resolve it on a case-by-case basis.

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