Cancellation, Returns, Replacements and Refunds Policy

1. Purpose

Medicines and ingestible products require strict hygiene, tamper-control and traceability. This Policy protects those requirements while preserving all remedies that consumers are entitled to under applicable law.

2. Cancellation before dispatch

You may request cancellation before dispatch by emailing orders@3tattava.com with the order number. A request is effective once confirmed by us. If the parcel has already been handed to the carrier, the return rules below apply.

We do not impose a cancellation charge unless a similar actual charge would also be borne by us for a unilateral cancellation and such charge is permitted and disclosed under applicable law. If we cancel a paid order, we will initiate a full refund.

3. When a return, replacement or refund is available

Contact us if a product is:

• damaged, leaking or materially tampered with on delivery;
• incorrect, missing from the shipment or different from the item ordered;
• expired at delivery;
• defective, deficient, suspected to be spurious or affected by a manufacturing/quality defect;
• materially different from the characteristics or features advertised or agreed; or
• delivered materially later than the stated schedule, except where the delay is due to force majeure or your incorrect/unavailable delivery details.

For these cases, the fact that the outer package or product was opened for reasonable inspection or that some product was used before a latent defect became apparent does not automatically bar a claim.

4. Reporting period and evidence

For visible transit damage, tampering, wrong/missing items or an expired product, contact us preferably within 48 hours of delivery so that carrier evidence can be preserved. Include:

• order number and registered contact details;
• a short description of the issue;
• clear photographs or video of the outer shipping label, package, seal and product; and
• batch number, manufacturing/expiry details and quantity affected.

The 48-hour request is an evidence-preservation period and does not extinguish a non-waivable statutory right or a later-discovered manufacturing defect, safety complaint or adverse-event report.

5. Unopened change-of-mind return

You may request a return of an unused product within 7 calendar days of delivery if the original product seal, container, label and outer packaging are intact and the product is in resalable condition. Approval is subject to inspection and lawful hygiene/safety requirements. Unless the return is due to our error or a product issue, actual return shipping may be deducted after being disclosed and accepted.

Opened or used medicines/ingestible products are not eligible for a change-of-mind return because they cannot safely be restocked. This exclusion does not apply to a valid defect, misdescription, quality, safety or adverse-event complaint.

6. Non-returnable situations

A return may be declined where:

• the issue results from misuse, improper storage or damage after delivery;
• the batch/expiry/identity label has been removed or altered without a valid reason;
• the product is opened or used and the request is only based on taste preference, change of mind or absence of a guaranteed personal outcome;
• normal variation in a natural product does not affect its approved quality or safety; or
• the item was a free sample or gift, except where it is defective, unsafe, wrong or otherwise protected by mandatory law.

We will provide a reason if a claim is declined.

7. Review and resolution

We may request reasonable additional evidence, arrange reverse pickup or ask that the product be sent to a specified address. Do not send a product without return authorisation. The returned product may be inspected and, for a quality complaint, shared with the licensed manufacturer or testing laboratory.

For an accepted claim, the available resolution may include:

• replacement of the affected product at no additional charge;
• refund of the amount paid for the affected product and applicable delivery charge; or
• another remedy agreed with you and permitted by law.

Where applicable law entitles you to a refund for a defective, deficient, spurious, misdescribed or materially non-conforming product, we will not force store credit in its place.

8. Refund method and timing

Approved refunds are initiated to the original payment method, unless another lawful method is agreed. We ordinarily initiate the refund within 5-7 business days after approval or receipt/inspection of a required return. The bank, card network, UPI app or payment provider may require additional time to display the credit.

For an order purchased using a discount, the refund will not exceed the amount actually paid for the returned item, plus any delivery charge refundable under this Policy or law.

9. Product-quality complaint or suspected adverse reaction

If you suspect an adverse reaction, stop using the product and seek prompt medical advice. For a severe reaction or emergency, contact local emergency services immediately; do not wait for a customer-support reply.

Report the matter to care@3tattava.com with the product name, batch number, order/source, dose/use, dates, symptoms, relevant medical or medication context you choose to provide, and photographs where useful. Preserve the product and packaging if safe to do so.

We may document, investigate and share necessary information with the licensed manufacturer, quality laboratory, insurer, pharmacovigilance centre or competent authority. Health-related information will be handled under the Privacy Policy. Reporting a suspected reaction does not by itself prove that the product caused it.

10. Contact and complaint timeline

Email orders@3tattava.com for return/refund matters and care@3tattava.com for quality or safety matters. We will acknowledge a consumer complaint within 48 hours and aim to resolve it within one month, subject to any faster or different period required by law.