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Return & Refund Policy

1. Reportable order issues

Contact us within 48 hours of delivery if an item is damaged, leaking, defective, incorrect, expired at delivery, or missing from the parcel. Keep the product, outer packaging and invoice. Clear photographs and, where available, an unboxing video may be requested to verify the claim.

2. Return eligibility

An approved return or replacement may be offered when the reported issue is verified. The item should be unused except to the limited extent reasonably necessary to identify a defect, and should include its original packaging, labels and supplied accessories.

3. Items normally not returnable

  • Opened, used or seal-broken personal-care, cosmetic, hygiene, oral-care or consumable products where there is no verified defect, damage or incorrect supply.
  • Change-of-mind requests based only on fragrance preference, colour perception, personal suitability or expected individual results.
  • Damage caused by misuse, improper storage, failure to follow label directions or normal wear.
  • Items returned without approval or without sufficient order information.

Discounted or sale products retain the same protection for verified damage, defect or incorrect supply; a sale price alone does not remove those rights.

4. Cancellation before dispatch

A cancellation request should be made immediately through Contact Us. Cancellation is generally possible only before packing or dispatch. Once dispatched, the order will be handled according to delivery status and the eligibility conditions below.

5. Inspection and resolution

After reviewing the order details and evidence, we may offer replacement, missing-item fulfilment, store resolution or refund, depending on stock, the nature of the issue and applicable law. We may arrange reverse pickup or provide return instructions. Do not send a parcel without approval.

6. Return shipping

For an approved wrong, damaged or defective product claim, reasonable return shipping or pickup will be arranged or reimbursed as communicated by support. For any exceptional discretionary return not caused by our error, the customer may be responsible for return shipping.

7. Refund method and time

Approved refunds are initiated to the original payment method where possible. Cash on Delivery refunds may require verified bank or UPI details. We aim to initiate an approved refund within 5–7 working days after inspection or approval. Banks and payment providers may take additional time to credit the amount.

8. Missing refund

After receiving a refund confirmation, first check the original payment account and allow the payment provider’s processing time. If the credit is still missing, contact us through Contact Us with the order number and refund reference.

9. Contact and return address

Start every claim through Contact Us. Approved physical returns, when required, will be directed to Excel Marketing (Excel Herbal), VPO Nagchala, District Mandi, Himachal Pradesh — 175021 or another address communicated by support.