Returns & Refunds Policy

1. Overview

Herb Soul is committed to delivering Ayurvedic products of the highest quality. Due to the consumable and health-sensitive nature of our products, we follow a limited return and refund policy as outlined below. Please read this policy carefully before placing an order.

2. Return Policy

2.1 General Position

Given that Herb Soul deals exclusively in Ayurvedic health supplements and herbal formulations, we operate a no-return and no-exchange policy under standard circumstances. Opened products cannot be returned or exchanged under any condition, as we are unable to verify the safety, integrity, or condition of previously opened health products.

2.2 Eligible Returns

Returns or replacements will be considered only in the following specific situations:

• The product received is physically damaged (broken seal, crushed packaging, shattered bottle, etc.)
• The product received is empty or has missing contents
• The product received is incorrect (a different SKU or product was shipped)
• An item is missing from a multi-item order

2.3 Mandatory Proof of Claim

To initiate a return or replacement claim, the customer must provide all of the following:

• A clear unboxing video recorded at the time of opening the parcel (showing the outer packaging before opening)
• A video or photographs displaying the damaged, incorrect, or missing product
• Photographs of the outer packaging, including courier labels and seals
• The Order ID and the original invoice or receipt number

Claims submitted without the above documentation will not be processed. Herb Soul reserves the right to determine the validity of each claim individually and on a case-by-case basis.

2.4 Non-Eligible Returns

The following situations will not qualify for a return, exchange, or refund:

• Products that have been opened or partially consumed
• Products returned without original packaging, tags, or seals
• Claims raised beyond 24 hours of confirmed delivery
• Change of mind, dissatisfaction with product results, or personal preference
• Products damaged by the customer after delivery
• Products not purchased directly from herbsoul.in

3. Cancellation Policy

3.1 Cancellation Before Dispatch

A customer may cancel an order at any time before it has been dispatched from our warehouse. To cancel, please contact our customer support team immediately at the details below. Once the order is dispatched, cancellation is not possible.

3.2 Cancellation After Dispatch

Cancellations cannot be accepted once the order has been dispatched. In exceptional circumstances, if a customer refuses delivery (RTO – Return to Origin), the refund will be processed only after the product is received back and inspected at our warehouse. Applicable courier/handling charges may be deducted from the refund amount in such cases.

3.3 Cancellation by Herb Soul

Herb Soul reserves the right to cancel any order, at its sole discretion, without assigning a reason, in the following circumstances:

• Fraudulent or suspicious transactions identified by our review systems
• Pricing errors or inaccuracies on the website at the time of order placement
• Product unavailability or stock shortfall
• Incorrect or incomplete delivery address provided by the customer
• Bulk orders placed for commercial resale rather than personal consumption

In all such cases, the full order amount will be refunded to the original payment method within the applicable timeline. We maintain a record of fraudulent accounts and reserve the right to deny future service to such users.

4. Refund Policy

4.1 Refund Eligibility

Refunds are issued under the following circumstances:

• The order was cancelled before dispatch
• A return claim was approved by our customer service team following inspection
• Delivery was not completed due to a logistical failure on the courier's part (after investigation)

4.2 Refund Timeline

All approved refunds will be processed within 10 to 15 business days from the date of approval or receipt of the returned product at our warehouse, whichever is applicable. Individual banks may take additional time to reflect the amount in your account, which is outside our control.

4.3 Refund Mode

Refunds will be issued to the original payment method used at the time of purchase:

• Prepaid orders (credit card / debit card / UPI / net banking / wallet): Refund to the original payment method
• Cash on Delivery (COD) orders: Refund via NEFT bank transfer. The customer must provide their bank account number and IFSC code to our support team for processing

All refunds are processed in Indian Rupees (INR) only.

4.4 Partial Order / Pilferage Claims

If a customer believes that an item is missing from a delivered order or the contents appear tampered, the following process must be followed:

• Notify our customer service team within 24 hours of delivery
• Provide an unboxing video and photographs of the package and its contents
• Retain the original packaging for 5–7 days following delivery, as we may request it for investigation

4.5 Late or Missing Refunds

If an approved refund has not been received within the stated timeline, we recommend the following steps:

1. Check your bank account, UPI app, or original payment method for the credit
2. Contact your bank's customer service, as processing timelines vary by institution
3. If the issue persists after 10 business days, contact us at care@herbsoul.in or +91-9310811546

5. Return Shipping

If a return is authorised and approved by our customer service team following damage verification, Herb Soul will bear the cost of return shipping. We will arrange a reverse pickup from your delivery address.