At Ginovita Wellness, we aim to provide customers with a transparent, fair, and straightforward process for cancellation, refund, return, and replacement of eligible purchases.
This Refund, Cancellation, Return & Replacement Policy ("Refund Policy") explains when an order can be cancelled, the 14-day refund period, how to request a refund, when a full refund may be provided, when the refund amount may be adjusted, how exceptional circumstances are handled, how refunds are processed, and how customers can raise a dispute.
This policy should be read together with the Company's Terms & Conditions and Privacy Policy.
1. 14-Day Cancellation and Refund Window
The Company provides an applicable 14-day cancellation and refund window for eligible purchases.
A customer may request cancellation of an eligible purchase and request a refund within 14 days from the date mentioned on the applicable bill/invoice.
Example
If the bill/invoice is generated on 1 October, the customer should submit an eligible cancellation/refund request within the applicable 14-day period calculated from that bill/invoice date.
The refund request must be submitted through the Company's authorized support channel.
2. What the 14-Day Period Means
The 14-day period is the Company's standard cancellation/refund window for eligible transactions. During this period, the customer may contact the Company and request cancellation/refund of the applicable bill/order.
However, the existence of a 14-day window does not mean that every transaction will automatically receive the same refund amount in every possible circumstance.
The final refund amount may depend upon product condition, product category, whether the product has been used or damaged, whether the product is complete, whether accessories are present, whether the transaction is genuine, whether fraud or misuse is suspected, applicable product-specific conditions, applicable law, and other relevant circumstances.
3. Standard Full Refund
In normal eligible circumstances
Where a customer requests cancellation within the applicable 14-day period, has a genuine transaction, meets the applicable return/refund conditions, has not misused or materially damaged the product, and has complied with the applicable return procedure, the Company will generally process a full eligible refund of the bill/order amount.
The term "full eligible refund" means the amount that is legally and contractually refundable for that transaction after considering any applicable lawful exclusions, deductions, non-refundable charges, or other disclosed conditions.
4. Exceptional Circumstances
There may be situations where a full refund cannot reasonably be provided.
4.1 Product Damage
If the product has been damaged after delivery due to customer handling, misuse, accident, unauthorized modification, or other circumstances attributable to the customer, the refund amount may be affected.
4.2 Product Used Beyond Permitted Conditions
Where a product has been substantially used in a manner inconsistent with applicable return conditions, the Company may evaluate the refund based on the condition and applicable policy.
4.3 Missing Components
If the returned product is missing accessories, parts, packaging where material, documentation, or other components supplied with the product, the refund amount may be adjusted where legally permissible.
4.4 Product Tampering
Where the product has been altered, tampered with, repaired by an unauthorized person, or otherwise materially changed, the refund eligibility may be affected.
4.5 Fraudulent or Abusive Refund Claims
Where there are reasonable grounds to suspect fake claims, false damage claims, product substitution, multiple abusive claims, payment fraud, identity fraud, or other fraudulent activity, the Company may investigate before determining the refund.
4.6 Legal or Regulatory Restrictions
If applicable law, regulatory requirements, court orders, payment restrictions, or other legal requirements affect the transaction, the Company will process the refund in accordance with the applicable legal framework.
5. Refund Percentage in Exceptional Cases
In normal eligible cases, the Company intends to provide the applicable full refund.
However, where exceptional circumstances materially affect the refund eligibility or value of the returned transaction, the Company may determine an appropriate refund amount or refund percentage after reviewing the circumstances.
The assessment may consider original bill amount, product condition, product usage, damage, missing components, return condition, applicable shipping/logistics costs, payment processing circumstances, product-specific conditions, fraud or misuse, and applicable legal requirements.
6. Refund Calculation Example
Suppose Bill Amount: ₹10,000
Normal eligible case
If the customer submits a valid request within the applicable 14-day period and all refund conditions are satisfied: Eligible Refund: ₹10,000, subject to any applicable lawful/non-refundable charges that were clearly disclosed and are legally permissible.
Exceptional case
Suppose the Company determines, after reviewing the condition and applicable circumstances, that only 80% of the transaction amount is eligible for refund.
- Bill Amount: ₹10,000
- Applicable Refund Percentage: 80%
- Refund Amount: ₹8,000
The applicable reason for the adjustment should be communicated to the customer. This example is illustrative only and does not establish a fixed refund percentage for every transaction.
7. Company Review of Refund Requests
When a refund request is received, the Company may review the bill/invoice, order details, payment record, date of purchase, date of refund request, product category, product condition, product usage, return condition, supporting documents, previous refund history where relevant, applicable Company policies, and applicable legal requirements.
After review, the Company may approve full refund, partial refund, replacement, repair, credit where applicable, other appropriate remedy, or rejection of the request where legally permissible.
8. Refund Request Procedure
To request a refund, the customer should contact:
- Refund Email: info@ginovitawellness.com
- Customer Support: 9999999999
The customer should provide full name, registered mobile number, registered email, bill/invoice number, order number, purchase date, product details, reason for refund, payment transaction reference, and supporting photographs/videos where relevant.
9. Verification
The Company may verify the request before approving a refund. Verification may include checking the invoice, payment records, account ownership, order history, inspecting returned products, reviewing product condition and delivery information, and checking fraud indicators.
Verification is intended to protect both the customer and the Company against errors and fraudulent transactions.
10. Return of Product
Where the refund requires the product to be returned, the customer must follow the Company's return instructions. The Company may specify return address, pickup procedure, packaging requirements, courier procedure, required documents, and return timeline.
Customers should retain the product and original packaging until the refund/return process is completed where reasonably possible.
11. Damaged Product
If a product is received damaged, the customer should contact the Company promptly. Where reasonably possible, customers should provide photographs, video, packaging photographs, shipping label, invoice, and description of damage.
The Company may arrange replacement, refund, repair, or other appropriate remedy. The absence of an unboxing video will not, by itself, eliminate any mandatory consumer right where applicable.
12. Wrong Product Delivered
If the customer receives a product different from the product ordered, the customer should contact support. After verification, the Company may provide correct product replacement, return, refund, or other appropriate remedy.
13. Product-Specific Conditions
Some products may have special refund or return conditions because of their nature. These may include consumable products, perishable products, hygiene-sensitive products, personal-care products, customized products, personalized products, products with opened seals, and products subject to specific legal restrictions.
Applicable conditions should be disclosed to customers before or at the time of purchase where required. Such conditions will not override mandatory legal rights.
14. Cancellation Before Dispatch
If the customer requests cancellation before the order is dispatched and the transaction is eligible, the Company may cancel the order and process the applicable refund.
15. Cancellation After Dispatch
If the order has already been dispatched, cancellation may not always be technically possible. The customer may instead be required to follow the applicable return procedure.
16. Refund Processing
Once a refund is approved, the Company will initiate the refund through the applicable payment method where reasonably possible. Refunds may be processed through UPI, card, net banking, payment gateway, bank transfer, or other applicable payment methods.
The actual time taken for the amount to reach the customer's account may depend upon the bank, payment gateway, card issuer, UPI provider, or other financial institution.
17. Refund Timeline
The Company will process approved refunds within its applicable internal processing period.
Company processing period: 7–10 business days.
After the Company initiates the refund, additional time may be required by the relevant payment provider or bank. Therefore, the date on which the Company processes a refund and the date on which the amount appears in the customer's bank account may be different.
18. Shipping and Other Charges
Where a return/refund is caused by wrong product, defective product, Company-side error, or material transit damage attributable to the delivery process, the Company may bear applicable return/replacement costs, subject to verification and applicable law.
For permitted change-of-mind or other customer-initiated returns, applicable shipping or handling charges may be treated according to the relevant product policy and applicable law.
19. Duplicate Payment
If a customer is accidentally charged more than once for the same order, the customer should contact support with transaction IDs, order number, amount, and payment date. After verification, any eligible duplicate amount may be refunded.
20. Failed Payment but Amount Debited
If a payment appears unsuccessful but the customer's account has been debited, the customer should provide the relevant transaction information. The Company may coordinate with the payment provider to verify the transaction.
21. Chargebacks
Customers are encouraged to contact the Company before initiating a payment dispute/chargeback so that the Company has an opportunity to investigate and resolve the matter. Nothing in this section prevents customers from exercising rights available to them under applicable law.
22. Member / Direct Seller Purchases
Where a member or direct seller purchases a product, the transaction remains subject to applicable product, refund, return, cancellation, and consumer protection requirements.
Membership status alone does not automatically remove applicable consumer rights.
Where a separate written Direct Seller Agreement or Buy-Back Policy applies, that agreement may contain additional terms applicable to the business relationship, subject to applicable law.
23. Membership and Refunds
The Company does not represent membership as an investment or guaranteed-income product. Registration or membership does not automatically create an entitlement to guaranteed income, guaranteed commission, guaranteed profit, or investment return.
Where a payment is made for a product, service, registration, subscription, or other charge, its refund treatment will be governed by the applicable terms disclosed for that transaction.
24. Fraudulent Refund Requests
The Company may investigate refund requests that appear fraudulent or abusive, including false claims, returning a different product, deliberate product damage, repeated abusive refund requests, manipulated evidence, payment fraud, or account manipulation.
Where fraud is established or reasonably suspected, the Company may take appropriate action subject to applicable law.
25. Consumer Rights
Nothing in this Refund Policy is intended to remove, reduce, or restrict mandatory rights available to consumers under applicable Indian law. Where applicable law provides a consumer with a remedy, such statutory remedy will prevail over any conflicting provision of this policy.
26. Refund Dispute / Grievance
- Grievance Officer: Grievance Officer
- Email: info@ginovitawellness.com
- Phone: 9999999999
- Address: Gomti Nagar Lucknow, UP, India
The customer should provide order number, bill number, refund request date, refund decision, reason for disagreement, and supporting documents. The Company will review the grievance in accordance with its grievance mechanism and applicable law.
27. Changes to This Refund Policy
The Company may update this Refund Policy due to changes in products, payment systems, logistics, operational changes, legal requirements, or regulatory requirements. The latest version will be published on the Platform.
28. Contact Us
Ginovita Wellness
- Refund Email: info@ginovitawellness.com
- Customer Support: 9999999999
- Website: https://ginovitawellness.com