CANCELLATION POLICY
Our Liberal Cancellation Approach
JivaHerb believes in helping customers and maintains a customer-friendly cancellation policy. Orders can be cancelled only if the shipment has NOT been dispatched from our warehouse. Once dispatched, cancellation is not possible.
Note: JivaHerb reserves the right to cancel orders suspected of fraud or violation of terms and conditions.
Cancellation Before Shipment
If your order has NOT yet been shipped, you can request cancellation:
- Email: contact@jivaherb.in with subject “Order Cancellation – [Order Number]”
- Response: Within 2-3 business hours
Cancellation Process:
• Request is processed immediately upon receipt
• Order is cancelled from our system
• Refund initiated within 2-5 business days
• Amount reflects in your account within 2-5 additional days
Total Timeline: 4-10 business days
Important: Once your order is dispatched from our warehouse, it CANNOT be cancelled. You will need to follow the return process instead.
Refund for Cancelled Orders
Timeline:
Cancellation Request Received: 0 days
Refund Processing: 2-5 days
Bank Reflection: 2-5 days
TOTAL: 4-10 days
Refund Method:
Refunds are processed based on your payment method:
- Credit/Debit Card: Refunded to original card within 2-5 days; reflects in 2-3 more days
- Net Banking: Refunded to original bank account within 2-5 days; reflects in 2-3 more days
- Wallet/UPI: Instant refund to your wallet
- Coupon Option: Get 110% refund as store credit (bonus 10% value!)
What About Discount Vouchers & Loyalty Points?
Important: Discount vouchers and loyalty points (if any) are treated as used once applied to an order, even if you cancel the order later.
They CANNOT be refunded or reinstated.
Please consider this before applying vouchers to orders you might cancel.
RETURNS, REPLACEMENTS & REFUNDS
Return Window & Eligibility
JivaHerb offers an easy return policy with the following terms:
• Return Window: 5 days from delivery (we also accept up to 7 days for defective products)
• Condition: Product must be unopened with original seal intact
• Packaging: Original packaging, labels, barcodes, and any freebies included
• Partial Returns: You can return any individual product from your order
How to Return a Product
Return Process (Step-by-Step):
- Contact Support: Email contact@jivaherb.in within 5 days of delivery
Subject: “Return/Exchange Request – [Order Number]” - Provide Details: Share: Order ID, Product name, Batch number (clearly visible), Invoice copy, Clear photos of product
- Pickup Arranged: We pick up the product within 4-7 business days (FREE pickup)
Tracking link sent via email - Quality Verification: We inspect: Original packaging intact, Seals unbroken, Labels clear, Barcodes visible, All freebies included
- Resolution: If approved:
Full refund within 2-5 days, OR
• Replacement product shipped within 5-7 days
Total Return Process Time: 12-18 days
When Returns Will NOT Be Accepted
Your return will be rejected if:
- Product is opened or used
- Original packaging is damaged or missing
- Price tags, outer packaging, or freebies are missing
- Product seal is broken or tampered with
- Product composition has been altered
- Request submitted after 30 days of delivery
- Product is a free gift from JivaHerb
- Item shows visible signs of personal use
Damaged or Wrong Product Received
If you received a damaged product or wrong item, JivaHerb will process your request with priority.
What to Do:
- Within 5 Days: Email contact@jivaherb.in
Subject: “Damaged/Wrong Product – [Order Number]” - Provide Evidence: Clear photos/video showing:
Product damage/leakage
• Inner and outer packaging condition
• Batch number clearly visible
• For wrong item: batch details of incorrect product - Free Pickup: We arrange pickup within 4-7 business days
- Verification: If approved:
FREE replacement product shipped, OR
• Full refund including original shipping
Response Timeline: Customer service team responds within 3 days of receiving full details.
Note: Replacement is subject to stock availability. If unavailable, full refund will be processed.
Free Gifts with Returns
If you ordered a product that came with a free gift and want to return it:
YES, the free gift must be returned along with the original product.
Return Requirements for Gift:
• Original packaging intact
• Seals, labels, and barcodes intact
• Unopened and unused
If the gift is missing or damaged, we may adjust the refund accordingly.
Can I Return Part of My Order?
Yes! If you ordered multiple products, you can return any individual product:
Return only Product A: Keep Products B, C, D
Requirements for Partial Returns:
• Each product must have original packaging intact
• All seals, labels, barcodes intact
• Any freebies that came with that product must be included
• Refund processed only for returned items
Refund for Returned Products
Timeline:
Contact & Approval: 2-3 days
Reverse Pickup: 4-7 days
Transit to Warehouse: 2-3 days
Quality Check: 1-2 days
Refund Processing: 2-5 days
Bank Reflection: 2-5 days
TOTAL: 13-25 days
Refund Options:
- Option 1: Full Refund: Original payment method
Within 2-5 days of verification
Shipping charges: Non-refundable (unless our error) - Option 2: Product Exchange: Same/equivalent product
Free replacement shipped
Within 5-7 business days - Option 3: Store Credit: 110% credit value (bonus 10%!)
Use on www.jivaherb.in anytime
No expiry date
COD Order Refunds
For Cash on Delivery orders:
• Refund via bank transfer (NEFT)
• You need to provide bank account details via email
• Processed within 2-5 days of receiving product back
• Amount reflects in 2-3 additional days
REFUND POLICY
Refunds Are Available For:
- Order cancellation before shipment
- Customer refusal to collect delivery
- Customer unavailable during 3 delivery attempts
- Wrong or unreachable delivery address
- Damaged/defective product received
- Wrong product received
For scenarios 2-4: Refund processed after product received from logistics partner.
For scenarios 5-6: Refund processed after our quality verification (if approved).
Refund Processing Based on Payment Method
Credit/Debit Card: 8-9 days from product receipt; reflects in next statement
Net Banking: 8-9 days from product receipt; reflects in your bank account
Wallet/UPI: Instant to your wallet
What About Shipping Charges?
Shipping charges are generally NON-REFUNDABLE unless:
- Damage is due to JivaHerb or logistics partner error
- Wrong product was shipped
- Item was defective when received
In these cases, full refund including shipping charges will be processed.
Common Questions
Can I cancel after order is dispatched?
No. Once dispatched, you must use the return process. Contact us within 5 days of delivery.
What if product is opened but unused?
If opened within 5 days and still in resaleable condition, we may process it. Email photos to contact@jivaherb.in for review.
How do I track my return?
Tracking link sent via email when reverse pickup is arranged. You can also email for status.
Can I return without original packaging?
No. Original packaging with intact seals and labels is mandatory for all returns.
What if replacement is out of stock?
If approved product is unavailable, full refund will be processed immediately.
Do I pay for return shipping?
No. JivaHerb arranges FREE reverse pickup for all eligible returns.
Refund vs Replacement – which is faster?
Exchange is faster (5-7 days after approval). Refund takes 2-5 days after verification.
Updates to This Policy
We regularly review this Cancellation, Returns & Refunds Policy to keep it current and accurate.
We may update it anytime without prior notice. Changes are effective immediately upon posting on www.jivaherb.in.
We recommend reviewing this policy periodically for any changes.
Contact Us
Questions or Issues with Cancellations, Returns, or Refunds?
Email: contact@jivaherb.in
Subject Lines:
• “Order Cancellation – [Order Number]”
• “Return Request – [Order Number]”
• “Refund Status – [Order Number]”
• “Damaged Product – [Order Number]”
Response Time: Within 2-3 business hours
Live Chat: Available on www.jivaherb.in during business hours
We address all issues on a case-by-case basis and strive for your complete satisfaction.
Legal Compliance
This policy complies with:
• Consumer Protection Act, 2019
• Consumer Protection (E-Commerce) Rules, 2020
• Indian e-commerce best practices
Your satisfaction is our success. We’re here to make returns and refunds easy!