Last Updated: 29 October 2026

1. Overview

At Medi Sure Herbals, we want customers to receive the products they ordered in the condition described on our website. This Policy explains how order cancellations, returns, replacements, and refunds are handled for our Ayurvedic and herbal products.

The availability of a return or replacement depends on the nature of the issue, the product category, the condition of the goods, and applicable law. Nothing in this Policy is intended to exclude any consumer right that cannot legally be excluded.

2. Order Cancellation

If you wish to cancel an order, contact us as soon as possible with your order number.

  • Before dispatch: We will review the cancellation request and confirm whether the order can be cancelled.
  • After dispatch: Cancellation may not be possible through the normal order process. You should contact us for assistance.
  • Prepaid orders: If cancellation is accepted, any applicable refund will be processed through the original payment method or another lawful method agreed with the customer.
  • Cash on Delivery orders: If an order is cancelled before dispatch, no product payment should be due for the cancelled order, subject to any lawful and clearly disclosed terms.

Any cancellation charges must comply with applicable law and the relevant terms disclosed to the customer.

3. Eligible Return or Replacement Requests

You may contact us if:

  • You received a product different from the one ordered.
  • The product arrived damaged or was materially damaged in transit.
  • The package is missing an item that was included in the confirmed order.
  • The product is defective, materially different from its description, or otherwise eligible for a remedy under applicable law.
  • The order has another issue that warrants investigation under applicable consumer protection requirements.

Please contact us promptly after discovering the issue so we can investigate it.

4. Products That Cannot Normally Be Returned

For hygiene, safety, and product-integrity reasons, we may restrict change-of-mind returns of certain opened, used, unsealed, or tampered-with herbal and wellness products, where lawful.

A product will not automatically become ineligible for a legally required remedy merely because it has been opened, where inspection or opening was reasonably necessary to discover a defect or where applicable law provides otherwise.

We will assess defective, incorrect, damaged, misdescribed, or otherwise legally eligible products according to the circumstances and applicable law.

5. How to Request a Return or Replacement

To submit a request:

  1. Contact us at [Support Email] or [Phone Number].
  2. Provide your order number, purchase details, and a description of the issue.
  3. Share photographs or other reasonable supporting evidence if requested and available.
  4. Follow the return or inspection instructions provided by our support team, where applicable.

Please do not send a product to an address that has not been confirmed by our support team.

6. Inspection and Resolution

After receiving a request, we may review the order details, photographs, shipment information, and product condition to determine an appropriate resolution.

Depending on the issue and applicable law, the resolution may include a replacement, repair where relevant, refund, or another suitable remedy.

We will communicate the outcome and any required next steps to the customer.

7. Refund Processing

If a refund is approved, it will generally be initiated through the original payment method wherever feasible.

The time taken for the funds to appear in the customer’s account may depend on the payment gateway, bank, card issuer, or other payment service provider.

We will communicate the refund status where reasonably possible. Refunds will be processed within the period required by applicable law or the payment provider’s applicable requirements, as relevant.

8. Shipping Costs for Returns

Responsibility for return shipping costs will depend on the reason for the return, the applicable product terms, and applicable law.

Where a return or replacement is required because of our error, a defective product, or another circumstance for which the customer is legally entitled to a remedy, we will handle the request in accordance with applicable requirements.

Any return-shipping charge payable by the customer must be clearly communicated and lawful.

9. Incorrect Bank or Payment Details

Where a refund cannot be completed because the payment details are invalid or the payment provider rejects the transaction, we may contact the customer to arrange a lawful alternative refund method.

Customers should never share their UPI PIN, card PIN, banking password, or OTP with our support team to receive a refund.

10. Non-Delivery and Failed Delivery

If an order has not arrived within the communicated delivery estimate, contact us with the order number.

We will review the shipment status and determine the appropriate next steps. Any refund, replacement, or other remedy will be handled according to the circumstances and applicable law.