1. Cancelling an order
Before it is dispatched
Email contact@dgayurvedic.com or WhatsApp +91 99753 31313 with your order number. If the parcel has not left us, we will cancel it and refund 95% of what you paid. The 5% we retain is the payment-gateway charge on the original transaction, which the gateway does not return to us.
After it is dispatched
An order cannot be cancelled once it is with the courier. It can still be returned under section 2 or section 3 below.
If we cancel
If we cancel an order — because an item is out of stock, because the price or description was wrong, or because we cannot lawfully ship it to your address — you get a full refund with no deduction.
2. If something is wrong with your order
You are always entitled to a refund or a replacement, at your choice, if the item you receive is:
- damaged, broken or leaking;
- not the item you ordered;
- expired, or so close to expiry that it cannot reasonably be used;
- materially different from how it was described on the site; or
- missing from the parcel.
Tell us within 7 days of delivery, with your order number and photographs of the outer packaging, the label and the item itself. Photographs matter: they are what we use to claim against the courier. We pay the return shipping in every case in this section.
3. Changed your mind
You may return an item that is unopened, unused and in its original sealed packaging within 30 days of delivery for a refund of the price you paid for it. Return shipping in this case is at your cost, and the original delivery charge is not refunded.
We cannot accept a change-of-mind return of:
- anything opened, used, or with a broken seal — these are medicines and consumables, and once a seal is broken we cannot resell them;
- anything returned more than 30 days after delivery;
- anything without its original packaging, or damaged after delivery.
This does not affect section 2. A defective or wrong item is refundable whether or not it has been opened.
4. How to start a return
- Email contact@dgayurvedic.com or WhatsApp +91 99753 31313 with your order number, what is wrong, and photographs where section 2 applies.
- We confirm the return and tell you how to send the item back. For pickups in serviceable areas we arrange the courier ourselves.
- Pack the item in its original packaging and hand it to the courier.
Please do not send anything back before we have confirmed the return — we cannot trace an unannounced parcel.
5. When you get your money back
- Returns take up to 5 days to reach us once handed to the courier.
- We inspect and approve the return within 2 to 3 working days of receiving it.
- The refund is then issued to your original payment method through Razorpay and takes a further 5 to 10 working days to appear, depending on your bank or card issuer.
- Cash-on-delivery orders are refunded by bank transfer. We will ask you for the account details.
If a refund has not reached you 15 working days after we told you it was issued, contact us with your order number and we will trace it with the gateway.
6. International orders
Orders shipped outside India cannot be cancelled once dispatched, and we cannot accept change-of-mind returns from outside India — return shipping and customs re-import make it impractical. Section 2 still applies: if the parcel arrives damaged, wrong or short, tell us within 7 days of delivery with photographs and we will refund or replace it.
Customs duties and import taxes charged by your country are not refundable by us; we never receive them. See the Shipping Policy.
7. Product photographs and prices
Our catalogue is large and manufacturers change packaging and pricing without notice, so a photograph on the site may not match the pack you receive and a price may change between visits. A difference in packaging artwork is not by itself a ground for return — check the manufacturer’s name and the product name on the pack. If you have received a genuinely different product, that is section 2.
8. Special offers with their own terms
Some promotions carry their own money-back terms, which are published on the offer’s own page and take precedence over section 3 for that item. The current one is the DeerGha Hair Oil 100 ml trial pack money-back offer.
9. Complaints
Grievance Officer — see the note below
Email contact@dgayurvedic.com
Phone +91 99753 31313
Post Grievance Officer, D.G. Ayurvedic Sangrah, J.P. Road, Behind Ram Hanuman Mandir, Andheri West, Mumbai 400058, Maharashtra, India
We acknowledge every complaint within 48 hours of receiving it and resolve it within one month, as required by the Consumer Protection (E-Commerce) Rules 2020. Please quote your order number so we can find the order straight away.
If you are not satisfied with how we have handled a complaint, you can escalate it to the National Consumer Helpline on 1915 or through the National Consumer Helpline portal, or file a complaint with the consumer commission that has jurisdiction over you.