Refund and Cancellation Policy

1. General Cancellation Policy

1.1 Order Cancellation

All cancellation requests must be submitted in writing via email to our customer support team.
Verbal cancellation requests will not be accepted.

Cancellations are subject to approval based on our shipping timeline and the type of product ordered.

1.2 Refund Processing

Refunds will be processed within 7–10 business days after the cancellation request is verified and approved.

Refunds will be issued only to the original payment method, unless mutually agreed otherwise.

1.3 Non-Refundable Orders

Certain orders are strictly non-refundable, including:

Orders shipped or dispatched before the cancellation request.

Orders under promotional offers or special prices.

Orders containing temperature-sensitive, custom-prepared, or regulatory-restricted medicines.


2. Cancellation Charges


2.1 Orders before Shipment

If a cancellation request is received within 24 hours of payment and the order is not yet dispatched, a full refund will be provided after deducting payment gateway charges (if applicable).

2.2 Orders After Shipment

No cancellation or refund will be eligible once the parcel has been dispatched/shipped, irrespective of when the request was made.

Export shipments cannot be recalled once handed over to logistics partners.

2.3 Packaging & Handling Charges

In certain cases, packaging and handling fees may be deducted from the refund when applicable.


3. Force Majeure & Exceptional Situations


3.1 Definition

Positive Herbs Care Pvt. Ltd. will not be liable for delays, cancellations, or changes due to circumstances beyond our control, such as:

Customs restrictions

Government regulations

Natural disasters

War, strikes, pandemics, or other unforeseen disruptions

3.2 Policy

In such cases, rescheduling, replacement, or alternative solutions may be offered depending on supplier and customs permissions.
Refunds may not be possible unless the logistics partner or customs authorities approve compensation.


4. Amendment Policy


4.1 Amendments by Customer

Changes to the order (address correction, product modification, quantity, etc.) must be requested within 12 hours of placing the order.

Amendments are subject to availability and may incur additional charges.

4.2 Amendments by Company

If the company needs to amend or modify the order due to operational reasons or regulatory restrictions, customers will be informed promptly and an appropriate solution will be provided.

5. Special Cases


5.1 Customs Rejection

If a parcel is rejected, returned, or held by customs in the destination country, no refund will be provided.

It is the customer’s responsibility to ensure that the ordered products are permitted for import in their country.

5.2 Incorrect Delivery Information

Orders shipped to an incorrect or incomplete address provided by the customer are not eligible for a refund.

Once shipped, address changes are not possible.

5.3 No-Response / No-Show

If the customer fails to respond to courier or customs queries and the parcel gets returned or destroyed, no refund will be issued.

6. Bulk / Wholesale Orders


6.1 Cancellation Policy

Bulk and wholesale export orders follow a strict no-refund policy once processed.

These orders may carry separate terms, which will be shared at the time of order confirmation.

6.2 Additional Charges

Due to advance commitments with suppliers and export agents, a higher cancellation or amendment fee may apply.


7. Refund Exclusions


7.1 Non-Inclusive Services

Refunds do not cover:

Local import duties

Destination-country taxes

Customs clearance fees

Inspection charges

Any services not booked directly through Positive Herbs Care Pvt. Ltd.

7.2 Partial Use

Refunds are not applicable for partially used products, opened bottles, or damaged items caused by the customer.


8. Customer Responsibilities


8.1 Correct Information

Customers must provide accurate details including name, address, postal code, and contact number.

Errors or omissions may lead to shipment delays or loss, which will not be eligible for refunds.

8.2 Compliance with Regulations

Customers must ensure the ordered products are legally importable in their country and comply with local regulations.


9. Contact Information

For cancellations, amendments, or refund inquiries, contact us:

Email: positiveherbspvtltd@gmail.com

Phone: +91-9462201213
Hours of Operation: 9 AM – 8 PM IST


10. Policy Updates


Positive Herbs Care Pvt. Ltd. reserves the right to update or modify this Refund and Cancellation Policy without prior notice.
All changes become effective immediately upon being posted on our official platforms.

11. Dispute Resolution


In case of disputes, we encourage resolution through direct communication.
Unresolved matters will fall under the jurisdiction of the courts in Hanumangarh , (Raj) India.

12. Acknowledgment


By placing an order with Positive Herbs Care Pvt. Ltd., customers acknowledge that they have read, understood, and agr