Refund policy

Last updated: 21 October 2026

This Returns & Refunds Policy applies to orders placed on this website, operated by [REGISTERED BUSINESS NAME] ("The Elite Wellness", "we", "us"). Please read it together with our Shipping Policy and Terms & Conditions.

1. Why we do not accept returns of opened products

Our products are personal care and cosmetic products. For hygiene and safety reasons, we cannot accept returns or exchanges of products that have been opened, used, or whose seal has been broken, and we do not accept returns for change of mind, personal preference, or if a product did not suit you. This does not affect your rights described in section 2 or your statutory rights under Indian law.

2. When we will replace or refund

We will offer a free replacement or a full refund if your order arrives:

  • damaged, broken or leaking;
  • defective or with a manufacturing fault;
  • with the wrong product, or with an item missing;
  • expired, or past its best-before date.

3. How to report a problem (within 48 hours)

Please contact us within 48 hours of delivery at [SUPPORT EMAIL] or +91 9557777945 with:

  • your order number;
  • clear photos of the product(s), the batch number / best-before date on the pack, and the outer shipping box and shipping label;
  • an unboxing video, if you have one (strongly recommended for damaged, missing or wrong items).

If the outer package looks tampered with or badly damaged at delivery, please refuse it or note the damage with the delivery partner, and tell us right away.

Reports received after 48 hours, or without the details above, may not be eligible, as we may be unable to verify the issue with our delivery partner.

4. What happens next

  • We review every request and reply within 2 business days.
  • Once approved, we will send a replacement (subject to stock) or issue a full refund, as you prefer. If a replacement is out of stock, we will refund you.
  • We may ask you to return the item using a pickup we arrange at no cost to you, or we may ask you to keep or dispose of it.

5. Refunds

  • Prepaid orders: refunded to the original payment method within 5–7 business days of approval. Your bank or payment provider may take a few additional days to show the credit.
  • Cash on Delivery orders: refunded by bank transfer or UPI to details you share with us, within 5–7 business days of receiving those details.
  • When an issue is our fault (damaged, defective, wrong, missing or expired items), we refund the full amount you paid, including any Cash on Delivery fee.

6. Order cancellations

  • You can cancel an order free of charge before it is dispatched by contacting us. Prepaid orders are refunded in full as described above.
  • Once dispatched, an order cannot be cancelled. If you refuse a dispatched order without a valid reason (see section 2), we may deduct the actual forward and return shipping costs from any refund of a prepaid order.
  • We may cancel an order if a product is unavailable, if there is a pricing or listing error, if your address is not serviceable, or if we suspect fraud. In these cases you receive a full refund.

7. Items we cannot accept back

  • opened, used, or unsealed products, unless faulty as described in section 2;
  • products damaged after delivery or through misuse;
  • issues reported more than 48 hours after delivery;
  • products not purchased from this website.

8. Skin or scalp reactions

Everyone's skin and scalp are different. We recommend a patch test before first use, as stated on the pack. If you experience irritation, stop using the product and consult a doctor or dermatologist. A reaction to an ingredient is not a product fault and is not by itself grounds for a return, but please contact us. We want to know and are happy to help.

9. Your statutory rights

Nothing in this policy limits any rights you have under the Consumer Protection Act, 2019 or other applicable Indian law.

10. Contact and grievances

Customer care: [SUPPORT EMAIL] · +91 9557777945 (Monday to Saturday, 10 am – 6 pm IST)

Grievance Officer: [GRIEVANCE OFFICER NAME], [DESIGNATION], [REGISTERED BUSINESS NAME], [REGISTERED ADDRESS]. Email: [GRIEVANCE EMAIL]. We acknowledge complaints within 48 hours and aim to resolve them within one month of receipt.