Returns and RTO Policy

This policy covers returns, refunds, cancellations and parcels returned to origin (RTO) for orders placed on shop.herbax.in, including products sold by marketplace sellers.

Cancellations

You can cancel an order from your account until it is dispatched; the full amount paid is refunded. After dispatch, refuse the parcel at delivery and it returns to the seller; the refund is issued once the parcel is received back.

Returns window

A return can be requested within 7 days of delivery for products that arrived damaged, defective, expired, incorrect or materially different from the listing. For hygiene and safety, opened or used Ayurvedic medicines, supplements, foods, oils and personal-care items cannot be returned unless they were defective or wrongly supplied.

How to return

Open the order in your account, choose the item and the reason, and add photographs. The seller reviews the request within two working days. Approved returns are collected by a courier from your address; where pickup is not available we will ask you to ship it and reimburse reasonable postage.

Refunds

Refunds are issued after the returned item is received and checked, usually within 5 to 7 working days, to the original payment method. Cash-on-delivery orders are refunded to a bank account or UPI ID you provide. Where we issued a tax invoice we also issue a credit note for the returned item.

Return to origin (RTO)

A parcel that cannot be delivered after the courier's attempts, or that is refused, returns to the seller. Prepaid amounts are refunded automatically once the return is confirmed; cash-on-delivery orders are simply cancelled. Repeated refusals of cash-on-delivery orders may limit COD availability for your address.

For marketplace sellers

Returns and RTO parcels are delivered back to the seller's pickup address. The settlement for the order is reversed or adjusted automatically when the return is confirmed, and courier return charges apply as per the rate card. Sellers may dispute a return through Seller Central within the dispute window shown on the settlement line.

Questions: support@herbax.in.