Refund policy

1. Summary

You may cancel your order free of charge any time until delivery. After delivery, you may request a return within 7 days if the product is unopened and unused, and at any time within that window for eligible cases of return as stated below. Refunds are made to your original payment method (or by bank transfer for cash-on-delivery orders) within the timelines in clause 6

2. Cancellation

You may cancel from your account/order page or by contacting customer care (care@acceliasante.com), +91 84659 99925 (Monday to Friday, 9:00 am to 6:00 pm) at any time until the order is delivered; you may also refuse to accept delivery. There is no cancellation fee. Prepaid amounts are refunded in full once the product is received back at our facility (immediately, where cancellation precedes dispatch).

3. Returns — the only eligible cases

•   Damaged / defective / wrong / expired / leaking items: report within 48 hours of delivery via customer care or the Grievance Officer, with an unboxing video showing the sealed package being opened. Where a video is genuinely unavailable, we may at our discretion accept clear photographs of the product, packaging and invoice. On verification, we will arrange pickup at our cost where serviceable, or reimburse reasonable self-shipping costs.

•   Suspected adverse reaction: if you experience irritation or an unexpected skin/scalp reaction, discontinue use immediately and consult a medical practitioner (see the Product & Medical Disclaimer). Contact us within 7 days of delivery with a certificate from a registered medical practitioner and any clinical/diagnostic report connecting the reaction to the product; on verification we will accept the return (even if opened) and process a full refund or replacement, with return shipping at our cost. We may seek details for our product-safety records.

4. What we cannot accept

For hygiene and safety reasons, opened or used personal-care products are otherwise not returnable. Products damaged by misuse, use contrary to label directions, or ordinary depletion are not returnable. We may decline returns and limit service where we detect fraudulent or abusive patterns — including more than three returns or refusals in a rolling twelve-month period — with reasons on request and without affecting statutory rights in genuine cases.

5. Refunds and replacements

Once a returned product is received and verified (or, for damaged/wrong-item cases, once your report is verified), we will process the refund within 7 days to your original payment method. Cash-on-delivery refunds are made by bank transfer to the account details you provide, within the same timeline after we receive them; credit to your account thereafter depends on your bank. Where you prefer, we will provide a replacement of the same product, subject to verification and stock. We do not substitute refunds with store credit.

6. How to raise a request

Use your account/order page or contact customer care (care@acceliasante.com, +91 84659 99925 (Monday to Friday, 9:00 am to 6:00 pm)) or the Grievance Officer (Mr. Sravan Banda, care@acceliasante.com, +91 84659 99925). Every request receives a ticket number, an acknowledgment within 48 hours, and resolution within the timelines of the Grievance Redressal Policy. Nothing in this Policy limits your rights under the Consumer Protection Act, 2019 in respect of defective goods.