Legal Policy
Refund & Cancellation
Policy
⚠️ IMPORTANT — Read Before Requesting a Refund
HerbalUnify offers refunds only when a product arrives physically damaged, leaking, or in a condition unfit for use due to transit or manufacturing defect. We do not accept returns due to change of mind, incorrect product selection, or personal preference. All claims must be raised within 48 hours of delivery with supporting photo/video evidence.
Refund Eligibility Conditions that qualify for a refund
A refund or replacement will be issued only if your order falls into one of the following categories. All claims require photo or video evidence submitted within 48 hours of delivery.
What Is Not Refundable Clear boundaries of our policy
To maintain fairness and product hygiene standards, the following situations are strictly non-refundable under our policy:
| Scenario | Reason | Eligible? |
|---|---|---|
| Product used / opened | Hygiene — cannot be resold or verified | ❌ No |
| Disliked fragrance or texture | Personal preference is subjective | ❌ No |
| Results not matching expectations | Hair care results vary person-to-person | ❌ No |
| Ordered wrong variant / quantity | Customer responsibility at checkout | ❌ No |
| Claim raised after 48hrs of delivery | Outside reporting window | ❌ No |
| Minor external packaging damage | Inner product intact — not refundable | ⚠️ Case-by-case |
| Wrong product delivered | Our shipping error — we will correct it | ✓ Replacement |
Cancellation Policy Order cancellations before dispatch
| Order Status | Cancellation | Refund |
|---|---|---|
| Order Placed (Payment pending / just placed) | ✓ Allowed | Full refund within 5–7 business days |
| Processing (Being packed — before dispatch) | ⚠️ Request immediately | Full refund if we confirm before handover |
| Dispatched (Handed to Delhivery — AWB generated) | ❌ Cannot cancel | Refund only if product arrives damaged |
| Out for Delivery | ❌ Cannot cancel | Do not refuse delivery — contact us first |
| Delivered | ❌ Cannot cancel | Refund only if damaged (within 48hrs) |
How to Raise a Claim Step-by-step damage claim process
Record Unboxing Evidence
Take a clear video or photos of the damaged product, the packaging, and the shipping label (showing your address & AWB number). Evidence must be captured before discarding packaging.
At time of deliveryEmail Us Within 48 Hours
Send your claim to ask.herbalunify@gmail.com with subject line: "Damage Claim – Order #[your order number]". Include your name, phone, order number, and evidence.
Within 48 hours of deliveryOur Team Reviews Your Claim
We will review your evidence and respond within 2 business days with our decision. We may contact you for additional information or clarification if needed.
2 business days reviewClaim Approved — Refund or Replacement Initiated
Once approved, you will receive confirmation. Your choice of full refund or free replacement will be processed immediately. Replacements are re-dispatched within 2 business days.
Refund or replacementRefund Credited to Original Payment Method
Refund is credited to your original payment method within 7–10 business days after approval. COD orders receive bank transfer refund (IMPS/NEFT).
7–10 business daysRefund Process & Timeline How long does it take?
Email sent
Evidence checked
Email confirmation
To payment gateway
In your account
| Payment Method | Refund Timeline | Mode |
|---|---|---|
| UPI (GPay, PhonePe, etc.) | 2–5 business days | Direct to UPI ID |
| Credit / Debit Card | 5–10 business days | Back to card (bank-dependent) |
| Net Banking | 5–7 business days | Back to bank account |
| Wallets (Paytm, Amazon Pay) | 2–4 business days | Back to wallet |
| Cash on Delivery (COD) | 7–10 business days | IMPS/NEFT to your bank account |
Replacement Policy Free replacement instead of refund
If your claim is approved, you may choose a free replacement instead of a monetary refund. Replacements are often faster and ensure you receive the product you ordered.
- Replacement is dispatched within 2 business days of claim approval
- Replacement ships via Delhivery — you will receive a new AWB tracking number
- No need to return the damaged product in most cases — we may ask for it to be disposed of
- Replacement is for the same product and variant only — no upgrades or substitutions
- If the product is out of stock, a full refund will be issued automatically
COD Refunds Cash on Delivery refund process
For orders paid via Cash on Delivery, refunds cannot be processed back to cash. We will initiate a bank transfer (IMPS/NEFT) to your registered bank account.
- You will be asked to provide your bank account number and IFSC code after claim approval
- Refund is processed via IMPS/NEFT within 7–10 business days of providing bank details
- Please ensure the bank account is in your name and matches the order details
- We do not offer refunds via cheque or demand draft
Contact Us Raise a claim or ask a question
| Email (Claims) | ask.herbalunify@gmail.com |
| +91 7981727252 | |
| Subject Line | Damage Claim – Order #[Your Order Number] |
| Support Hours | Monday – Saturday, 9:00 AM – 6:00 PM IST |
| Response Time | Within 24 business hours |
| Claim Window | 48 hours from delivery |
Received a damaged product?
Don't worry — reach out within 48 hours and we'll make it right. Bring your unboxing video and order number.