Cancellation, Return & Refund Policy

01 Cancellation

• You may cancel free of charge at any time before your order is dispatched. Message us on WhatsApp (+91 94934 98763) or email care@bioticherbals.com with your order number.
• We dispatch within 48 working hours, so please write to us as soon as possible.
• Once an order has been dispatched it cannot be cancelled. If you no longer want it, please refuse delivery at the doorstep; prepaid amounts are refunded after the parcel returns to us, less the shipping cost.
• Prepaid cancellations are refunded in full to the original payment method within 7–10 business days.
• We may cancel an order for stock or pricing errors or suspected misuse; you will be refunded in full.

02 Cash on Delivery (COD) Orders

• Cash on Delivery is available on orders of ₹500 and above, at serviceable PIN codes.
• COD orders are confirmed by call or WhatsApp before dispatch. Orders that cannot be confirmed within 48 hours may be cancelled.
• To cancel a COD order, inform us on the same day the order is placed.
• If a COD parcel is returned to us because you were unavailable or refused it, we will re-ship it only as a prepaid order.
• Customers who refuse COD delivery more than twice may not be offered COD on future orders.
• Refunds on COD orders (for approved returns) are made by bank transfer or UPI; we will request your details securely by email.

03 When You Can Return or Get a Replacement

Raise a request within 48 hours of delivery if:

• the product arrived damaged, leaking or broken;
• you received the wrong product or wrong variant/size;
• an item is missing from your order;
• the seal or packaging was tampered with.

Replacement is our first remedy. If the same product is out of stock, we will offer an alternative or a full refund for that item. The replacement window is 7 days from delivery.

04 What We Need From You

So that we can approve claims quickly, send us — on WhatsApp or email — within 48 hours:

1. Your order number.
2. An unboxing video showing the sealed outer box being opened (please record this for every delivery — it is the fastest way to get a claim approved).
3. Clear photos of the product, its batch label, and the outer shipping box.

05 What Cannot Be Returned

• Products that have been opened, used, or have a broken seal (hygiene and safety).
• Change of mind, or dislike of colour, texture, fragrance or result.
• Hair-colour outcome with henna, mehendi or indigo — results depend on hair type, base colour, previous chemical treatment and application, and are not a product defect.
• Allergic or skin reactions — please always do a 24-hour patch test before first use.
• Damage caused by incorrect storage, misuse or application not as directed.
• Natural batch-to-batch variation in shade or texture.
• Claims raised after 48 hours of delivery, or without the required video and photos.
• Free gifts, samples, and combo or clearance items, unless they arrived damaged.

06 How the Process Works

1. You send the details in Section 4 → we reply within 2 working days.
2. If approved, we arrange a reverse pick-up through Shiprocket from your address, or ask you to ship it back if pick-up is not available at your PIN code (we reimburse the courier cost on receipt).
3. Pack the item in its original packaging with the invoice.
4. Replacement is dispatched within 48 hours of the returned item reaching us — or your refund is initiated.

07 Refunds

• Refunds go to the original payment method within 7–10 business days of approval; banks may take a few more days to reflect it.
• COD orders are refunded by bank transfer or UPI as described in Section 2.
• Shipping charges are refunded only when the return is due to our error (damaged, wrong or missing item).
• Refunds are not given in cash.

08 Product-Quality Concerns

If you feel a product is not performing as described, write to care@bioticherbals.com within 7 days of delivery with the batch number and photos. We will review within 48 hours and may ask for the product back for checking. Genuine quality issues will be replaced or refunded.

09 Contact