Return and Refund Policy
Key Features of Your Return and Refund Policy
Flexible Return Timeframe
As requested, the policy implements a 7-15 day return window:
- 7 days minimum for all products
- 15 days maximum for specific categories (soaps, hair care, apparel)
- Extended windows during festivals (up to 30 days for Diwali season)
- Weekend and holiday extensions for fair customer treatment
RBI-Compliant Refund Processing
Following Reserve Bank of India guidelines:
- 7-10 business days for credit/debit cards and net banking
- 5-7 business days for UPI and digital wallets
- Automatic refund processing for failed transactions
- Original payment method prioritized for refunds
Product Category-Specific Policies
Tailored for herbal products business:
| Product Category | Return Window | Special Conditions |
|---|---|---|
| Herbal Soaps | 15 days | Unopened, unused |
| Face Wash & Cleansers | 10 days | Safety seal intact |
| Hair Care Products | 15 days | Original packaging |
| Creams & Moisturizers | 10 days | Unopened |
| Cosmetic Products | 7 days | Unopened |
| Apparel | 15 days | Unworn, tags attached |
Comprehensive Resolution Options
Multiple customer-friendly solutions:
- Full Refund to original payment method
- Store Credit with no expiration date
- Product Exchange for different variants or products
- Partial Refunds for used items in fair condition
Industry-Specific Protections
Special provisions for herbal products:
- Allergic reaction returns accepted even for opened products
- Natural product variation education and policies
- Patch test recommendations and skin sensitivity support
- Ayurvedic consultation for product suitability
Legal Compliance Framework
Consumer Protection Compliance
Full adherence to Indian consumer protection laws:
- Consumer Protection (E-Commerce) Rules, 2020 – mandatory policy display
- Consumer Protection Act, 2019 – consumer rights and grievance redressal
- No cancellation charges as required by law
- Clear eligibility criteria and transparent processes
Data Protection Integration
- Data minimization in return processing
- Secure handling of customer information
- Access and erasure rights for return data
- Purpose limitation for data use
Banking and Payment Compliance
- Standardized refund timelines across payment methods
- Original payment method prioritization
- Failed transaction automatic reversals
- Clear communication throughout refund process
Customer-Friendly Features
Hassle-Free Return Process
5-Step Simple Process:
- Contact customer service (24-hour response guaranteed)
- Receive Return Authorization with prepaid labels
- Package and ship using provided instructions
- Quality inspection within 2-3 business days
- Resolution processed within 7 days
Multiple Support Channels
- Email support with 24-48 hour response time
- Phone support during business hours
- WhatsApp support for quick queries
- Live chat on website for immediate assistance
- Grievance escalation for complex cases
Special Circumstance Handling
- Defective products – immediate replacement or full refund
- Wrong items delivered – expedited correct item shipping
- Delayed deliveries – compensation and expedited future shipping
- Festival returns – extended return windows during gift seasons
Business Protection Features
Quality Assurance Integration
- Inspection process for all returns
- Condition-based refund calculations
- Product authenticity verification
- Usage assessment protocols
Return Abuse Prevention
- Return authorization system
- Usage monitoring and condition requirements
- Documentation requirements for returns
- Partial refund structure for used items
Clear Exclusions
- Opened personal care products (hygiene reasons)
- Custom/personalized items (unless defective)
- Products past return window
- Final sale items clearly marked
Implementation Recommendations
- System Integration: Set up automated return authorization and tracking systems
- Staff Training: Train customer service team on policy details and processing procedures
- Inventory Management: Implement systems to track returned items and prevent resale
- Payment Gateway Setup: Ensure refund processing capabilities with all payment providers
- Customer Communication: Create email templates and automated status updates
- Legal Review: Have the policy reviewed by legal counsel familiar with Indian e-commerce law
Competitive Advantages
Industry-Leading Return Window
- 7-15 days is competitive with major e-commerce players
- Extended festival periods show customer care
- Category-specific windows demonstrate product expertise
Herbal Product Expertise
- Allergic reaction support builds trust
- Natural variation education sets proper expectations
- Ayurvedic consultation adds value beyond refunds
Comprehensive Customer Protection
- Multiple resolution options increase satisfaction
- Clear communication reduces disputes
- Escalation pathways ensure problem resolution
This Return and Refund Policy positions Shree Mangalam Universe as a customer-centric, legally compliant herbal products company that stands behind its products while protecting business interests through fair and transparent policies.