1.1 Order processing

After an order is successfully placed, the customer may receive an order confirmation through email, SMS, WhatsApp, or another contact method provided during checkout. An order confirmation only confirms that we have received the order; it does not guarantee dispatch or product availability.

Orders are processed after successful payment verification or, in the case of Cash on Delivery, after any verification process required by us. Processing may take longer during sales, public holidays, product launches, high-demand periods, adverse weather, courier disruptions, or other circumstances beyond our reasonable control.

We reserve the right to place an order on hold while verifying the customer’s contact information, delivery address, payment status, transaction authenticity, product availability, or COD confirmation.

1.2 Delivery locations

We deliver only to locations serviceable by our courier partners. Customers can check serviceability by entering their delivery PIN code during checkout.

The availability of delivery or Cash on Delivery at one PIN code does not guarantee that every address within that PIN code is serviceable. Courier partners may refuse or discontinue service to certain locations because of local restrictions, operational limitations, weather conditions, safety concerns, or other circumstances.

1.3 Estimated delivery

The estimated delivery date displayed during checkout is an estimate and not a guaranteed delivery commitment. Actual delivery time may depend on:

• The customer’s location and PIN code
• Order processing and payment verification
• Product availability
• Courier capacity
• Weekends and public holidays
• Weather, strikes, transport disruptions, or local restrictions
• Incorrect or incomplete delivery details
• The recipient’s availability during delivery attempts

Swasthya Veda will make reasonable efforts to dispatch and deliver orders promptly but cannot guarantee delivery on a particular date unless expressly confirmed in writing.

1.4 Shipping charges

Applicable shipping charges, COD fees, handling charges, and taxes will be displayed before the customer completes the order. Free-shipping promotions may be subject to minimum order values, selected products, particular delivery locations, or limited promotional periods.

If a discount, cancellation, return, or modification causes an order to fall below the minimum value required for free shipping, the applicable shipping charge may be deducted from any eligible refund where permitted.

1.5 Delivery attempts

Courier partners may make one or more delivery attempts. Customers must ensure that the delivery address is complete and that the recipient is available to accept the package.

If delivery fails because of an incorrect address, unreachable phone number, unavailable recipient, refusal to accept the package, restricted entry, or another issue attributable to the customer, the order may be returned to us.

Reshipping may be offered at our discretion after the customer pays the applicable shipping and handling charges. Shipping and COD charges associated with an unsuccessful delivery may be non-refundable where legally permitted.

1.6 Tracking information

Once an order is dispatched, tracking information may be sent through email, SMS, WhatsApp, or the customer’s account. Tracking updates are provided by the courier partner and may occasionally be delayed.

A dispatch notification does not mean that the package will be delivered on the same day. Customers should allow the courier system a reasonable amount of time to display the first tracking update.

1.7 Delayed or lost orders

If an order is significantly delayed, customers should contact us with their order number. We will raise an inquiry with the courier partner where appropriate.

An order will not automatically be treated as lost merely because tracking has not updated for a short period. A replacement or refund may be considered only after the courier partner completes its investigation and confirms the package’s status.

1.8 Damaged packaging

Customers should inspect the external package before accepting it. If a package appears opened, severely damaged, tampered with, leaking, or resealed, the customer should refuse delivery where possible or clearly document its condition before opening it.

A continuous unboxing video beginning before the package is opened may be required to verify claims involving damaged, missing, incorrect, or tampered products.

2. Cancellation Policy

2.1 Customer-requested cancellations

A customer may request cancellation before the order has been processed, packed, invoiced, dispatched, or handed to the courier partner.

Submitting a cancellation request does not guarantee cancellation. The request becomes effective only after Swasthya Veda confirms that the order has been successfully cancelled.

Once an order enters the packing or dispatch process, cancellation may no longer be possible. The customer may then be required to follow the applicable return procedure, subject to product eligibility and legal requirements.

2.2 How to request cancellation

To request cancellation, contact customer support using the official details listed in our Contact Policy and provide:

• Customer’s full name
• Order number
• Registered mobile number or email
• Reason for cancellation
• Any other information reasonably required for verification

We may refuse to process a cancellation request if the person requesting it cannot verify ownership of the order.

2.3 Cancellation by Swasthya Veda

We may cancel an order for reasons including:

• Product unavailability
• Incorrect product price or website error
• Payment failure or unsuccessful verification
• Suspected fraud, misuse, resale, or unauthorised activity
• Incomplete or inaccurate customer information
• Unserviceable delivery location
• Repeated refusal of COD orders
• Violation of store policies
• Events beyond our reasonable control

If we cancel a successfully paid order, the eligible amount will be returned through the original payment method, subject to payment-provider processing timelines.

3. Return, Replacement and Refund Policy

3.1 General conditions

Because Swasthya Veda sells wellness and consumable products, customer safety, hygiene, product integrity, and tamper protection are important.

Opened, used, consumed, partially consumed, unsealed, altered, improperly stored, or customer-damaged products are generally not eligible for return due solely to a change of mind, dislike of taste, personal preference, or lack of expected results, except where applicable law requires otherwise.

A return, replacement, or refund is not automatic. Every request is reviewed according to the order records, supporting evidence, product condition, reason for the request, and applicable law.

3.2 Eligible issues

A customer may contact us if:

• The delivered product is different from the product ordered
• The product was damaged before delivery
• An item is missing from the package
• The product has passed its stated expiry date at delivery
• The package appears materially tampered with
• Another verified fulfilment error occurred

The issue must be reported within [NUMBER] hours/days after delivery. Requests submitted after this period may be declined unless applicable law requires otherwise.

3.3 Evidence required

The customer may be required to provide:

• Order number
• Registered contact details
• Clear photographs of the outer package
• Shipping label photographs
• Photographs of every product received
• Batch number and expiry details
• A continuous unedited unboxing video
• A written explanation of the issue
• Any other evidence reasonably required to investigate the claim

Failure to provide sufficient evidence may prevent us from verifying the claim.

3.4 Products that may not be returnable

Subject to applicable law, the following may not be eligible:

• Opened, used, consumed, or unsealed products
• Products damaged after delivery
• Products stored contrary to label instructions
• Products returned without approval
• Products purchased from an unauthorised seller
• Free gifts, samples, promotional items, or contest rewards
• Products returned because individual results differed
• Products whose original packaging, label, or seal has been removed
• Claims made outside the stated reporting period

3.5 Return authorisation

Customers must receive return approval before sending any product back. Products sent without authorisation may be refused or returned to the customer.

If a physical return is required, our support team will provide the appropriate instructions. The customer must package the product securely and include all original items, packaging, accessories, invoices, and complimentary products associated with the order.

3.6 Inspection and resolution

Returned products are inspected after receipt. Approval of a return request before collection does not guarantee a refund; final eligibility may depend on inspection.

Depending on the verified circumstances, we may provide:

• Replacement of the affected item
• Replacement of missing items
• Store credit
• Partial refund
• Full refund for the affected product
• Another appropriate remedy required by law

The resolution offered will depend on the nature of the issue, available stock, product value, supporting evidence, and applicable legal requirements.

3.7 Refund processing

Approved refunds will ordinarily be issued to the original payment method. Refunds for eligible COD orders may require verified bank-account or UPI details.

Customers should never send an OTP, CVV, UPI PIN, card PIN, or banking password to obtain a refund. Swasthya Veda will never ask for such confidential credentials.

After we initiate a refund, the time required for the amount to appear may depend on the bank, card issuer, UPI provider, payment gateway, or other financial institution.

Shipping charges, COD fees, handling charges, gift-wrapping charges, and return-delivery expenses may be non-refundable unless the return resulted from a verified error attributable to us or applicable law requires reimbursement.

3.8 Product results

Wellness products may affect individuals differently. Eligibility for a return or refund is not established merely because a customer did not experience a particular result.

No statement on the website should be interpreted as a guarantee of weight change, physical transformation, medical improvement, or a specific outcome.

4. Privacy Policy

4.1 Information we collect

We may collect information that customers voluntarily provide or that is reasonably necessary to operate our store, including:

• Name
• Mobile number
• Email address
• Billing and delivery addresses
• Order and transaction details
• Payment status
• Customer-support communications
• Product reviews and feedback
• Device, browser, IP-address, and website-usage information
• Marketing preferences
• Fraud-prevention and security information

We do not intend to directly store complete card numbers, CVV codes, UPI PINs, card PINs, or banking passwords.

4.2 How we use information

Information may be used to:

• Create and manage customer accounts
• Process and verify orders
• Complete payments and refunds
• Arrange shipping and delivery
• Send order and tracking communications
• Provide customer support
• Handle cancellations, returns, replacements, and complaints
• Prevent fraud and unauthorised activity
• Maintain website security
• Comply with tax, accounting, and legal obligations
• Analyse and improve our products, services, and website
• Send promotional communications where consent or another lawful basis applies

4.3 Consent and communication preferences

Where consent is required, we seek consent through an appropriate affirmative action. Customers may withdraw consent for optional marketing communications by using the unsubscribe facility or contacting us.

Withdrawal of optional consent does not affect processing already lawfully completed. Certain information may still be processed when required to complete an existing order, comply with law, protect legal rights, prevent fraud, or maintain necessary records.

4.4 Information sharing

We may share limited information with service providers that help us operate the store, including:

• Payment gateways
• Courier and logistics companies
• Website-hosting and ecommerce providers
• Customer-support platforms
• Email, SMS, and WhatsApp communication providers
• Analytics and security providers
• Accountants, auditors, advisers, and authorities where required

Service providers should receive only the information reasonably necessary to perform their authorised functions.

We do not sell personal information merely for unrelated third-party use.

4.5 Cookies and analytics

Our website may use cookies and similar technologies to operate essential features, remember preferences, understand website usage, prevent fraud, measure advertising performance, and improve customer experience.

Customers may control non-essential cookies through available consent settings or browser controls. Blocking certain cookies may affect website functionality.

4.6 Security

We use reasonable administrative, organisational, and technical safeguards intended to protect personal information against unauthorised access, misuse, alteration, disclosure, or loss.

However, no website, internet transmission, or storage system can be guaranteed to be completely secure. Customers are responsible for protecting their account credentials and immediately reporting suspected unauthorised access.

4.7 Data retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected or as required for accounting, taxation, fraud prevention, dispute resolution, contractual, regulatory, or legal obligations.

When information is no longer required, we may delete, anonymise, or securely dispose of it, subject to applicable requirements.

4.8 Customer rights

Subject to applicable law and verification, customers may request information about their personal data or ask us to correct, update, complete, or erase eligible information.

Customers may also submit a privacy grievance or withdraw consent where processing depends on consent. Some requests may be restricted when retention or processing is necessary to comply with law, complete an order, establish legal claims, or prevent fraud.