1. Who we are and acceptance of these Terms

This website, www.acceliasante.com (the “Website”), is owned and operated by Accelia Santé Private Limited, a company incorporated in India (CIN U21009TS2025PTC197929), with registered office at Plot No. 58, Kanha Shanti Vanam, Phase II, Kanha Village, Chegur, Nandigama, Kothur, Rangareddy, Telangana 509325 (“Accelia Santé”, “we”, “us”, “our”). Customer care: care@acceliasante.com, +91 84659 99925 (Monday to Friday, 9:00 am to 6:00 pm).

By accessing or using the Website or placing an order, you agree to these Terms of Use and Sale, our Privacy Policy, Shipping & Delivery Policy, Return, Refund & Cancellation Policy, Reviews Policy and the Product & Medical Disclaimer, each of which forms part of these Terms. If you do not agree, please do not use the Website.

2. Eligibility

The Website is intended for use by persons aged 18 years or above who are competent to contract under the Indian Contract Act, 1872. By ordering, you confirm you meet this requirement; we do not sell to minors and no separate age-verification gate is operated. Our products are sold only for personal use within India and not for resale.

3. Our products — cosmetic products only

All products sold on the Website are cosmetics manufactured under licences issued under the Drugs and Cosmetics Act, 1940 and the Cosmetics Rules, 2020, and are intended for external, topical application only. They are not drugs or medicines, and nothing on the Website — including product names, descriptions, images, reviews or any other content — is intended to claim, or should be understood as claiming, that any product diagnoses, treats, cures, mitigates or prevents any disease or medical condition. Product descriptions refer only to cosmetic effect on the appearance and condition of skin and hair. Individual results vary and no particular outcome is promised. Please read the Product & Medical Disclaimer, which applies to every page of this Website and every product we sell, and follow the directions for use and warnings on each product label.

4. Orders and formation of contract

Your order is an offer to purchase. A contract is formed only when we dispatch the product(s) and send you a dispatch confirmation; an order acknowledgment or payment receipt is not acceptance. We may decline or cancel an order before dispatch — including for suspected fraud or abuse, pricing or stock errors, incomplete delivery information, or non-serviceable locations — in which case any amount paid will be refunded in full to the original payment method.

5. Pricing and payment

All prices are in Indian Rupees and include GST. The price charged will never exceed the maximum retail price (MRP) printed on the product package. Shipping is currently free on all orders. The total amount payable is displayed before you confirm payment; there are no charges added after checkout. In the event of an obvious pricing error, we may cancel the order and refund you in full.

Payments are processed by our authorised payment partner, Razorpay. We do not collect or store your card, UPI or bank credentials on the Website. Cash on delivery is available on single-product orders placed on the Website, at no extra charge, as set out in the Shipping & Delivery Policy.

6. Shipping, delivery, returns and cancellation

Shipping and delivery are governed by the Shipping & Delivery Policy; returns, refunds, replacements and cancellations by the Return, Refund & Cancellation Policy. We ship within India only. Please note that returns are accepted only in the specific cases stated in the Return, Refund & Cancellation Policy.

7. Your account and conduct

You are responsible for the accuracy of the information you provide and for maintaining the confidentiality of your account credentials. You agree not to misuse the Website — including by posting unlawful, defamatory, infringing or misleading content, interfering with the Website's operation, placing fraudulent orders, or scraping or copying content without consent. We may suspend accounts or limit service for fraud or abuse — including a pattern of more than three returns or refusals in a rolling twelve-month period — with reasons provided on request and without affecting your statutory rights in genuine cases.

8. Reviews and user content

Reviews and other user content are governed by the Reviews Policy. By submitting content, you grant Accelia Santé a non-exclusive, royalty-free, worldwide licence to use, reproduce and display that content in connection with the Website and our marketing, with attribution where reasonably practicable. We may moderate content as described in the Reviews Policy, including removal of content that makes medicinal or therapeutic claims about our products, which we do not endorse and which do not represent our claims.

9. Intellectual property

The Website and its content — including the marks Accelia Santé™, Glowformin™, Lunaformin™ and Nuraformin™ (applications pending registration), logos, text, images and layout — are owned by or licensed to Accelia Santé and protected under applicable intellectual property laws. No rights are granted except the limited right to browse and shop for personal use. For IP or content complaints, write to care@acceliasante.com.

10. Limitation of liability

Our aggregate liability arising out of or in connection with an order is limited to the amount paid for that order, and we are not liable for indirect or consequential loss. Products must be used as directed on the label; we are not responsible for outcomes of misuse, use contrary to label directions or warnings, or use in disregard of the Product & Medical Disclaimer.

11. Grievance redressal

If you have a complaint, contact our Grievance Officer: Mr. Sravan Banda, Head of Operations, care@acceliasante.com, +91 84659 99925, Plot No. 58, Kanha Shanti Vanam, Phase II, Kanha Village, Chegur, Nandigama, Kothur, Rangareddy, Telangana 509325. We will acknowledge your complaint within 48 hours with a ticket number and resolve it within one month of receipt, in accordance with the Consumer Protection (E-Commerce) Rules, 2020. Full details are in our Grievance Redressal Policy.

12. General

These Terms are governed by the laws of India. Courts at Hyderabad, Telangana shall have jurisdiction. We may update these Terms prospectively; the version published on the Website at the time of your order applies to that order. If any provision is held invalid, the remainder continues in effect.

 

Grievance Redressal Policy

1. Our commitment

Accelia Santé is committed to resolving consumer grievances fairly and within the timelines prescribed by the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

2. Grievance Officer

Name	Mr. Sravan Banda
Designation	Head of Operations
Email	care@acceliasante.com
Phone	+91 84659 99925
Address	Plot No. 58, Kanha Shanti Vanam, Phase II, Kanha Village, Chegur, Nandigama, Kothur, Rangareddy, Telangana 509325
Working hours	Monday to Friday, 9:00 am to 6:00 pm

3. How your grievance is handled

•   Raise your grievance by email, phone, or through the Website's contact/grievance form, with your order number where applicable.

•   You will receive an acknowledgment with a unique ticket number within 48 hours of receipt.

•   The Grievance Officer will investigate and resolve the grievance within one month of receipt, and you can track status using your ticket number.

•   Privacy and data-related grievances are addressed to the same officer and follow the timelines in the Privacy Policy.

4. If you remain dissatisfied

You may ask for your ticket to be escalated to the Head of Grievance (care@acceliasante.com, marked “Escalation”).

 

Product & Medical Disclaimer

1. Cosmetic products — not drugs or medicines

All products sold on this Website are cosmetics within the meaning of the Drugs and Cosmetics Act, 1940, manufactured under valid cosmetic licences issued by the competent State licensing authorities. They are intended solely for external, topical application to improve the appearance and condition of the skin and hair. They are not drugs, medicines or medical treatments, and they are not intended to diagnose, treat, cure, mitigate or prevent any disease, disorder or medical condition.

2. What our descriptions mean

Product descriptions on this Website describe cosmetic effects — for example, improvement in the visible appearance of skin tone or spots, the look and feel of hair, or the comfort of skin. Any reference to studies or testing refers to cosmetic safety or cosmetic-effect evaluations of the product, not to clinical treatment of any medical condition. Individual results vary with skin and hair type, usage and time, and no particular result is promised or guaranteed.

3. Not medical advice

Nothing on this Website — including product pages, blogs, FAQs, emails or customer reviews — constitutes medical advice, diagnosis or treatment. Conditions such as persistent pigmentation, hair loss, or pain, numbness, burning or tingling sensations can have underlying medical causes that require professional attention. If you have or suspect any medical condition, are pregnant or nursing, are under treatment, or are taking medication, consult a qualified medical practitioner before using any product. Never delay or discontinue medical care because of anything on this Website.

4. Safe use

Use products only as directed on the label and heed all label warnings. Before first use, apply a small quantity to a limited area (patch test) and wait 24 hours. Discontinue use immediately and consult a medical practitioner if you experience irritation, redness or any adverse reaction, and inform us through customer care (care@acceliasante.com, +91 84659 99925 (Monday to Friday, 9:00 am to 6:00 pm)). Keep products out of reach of children. For external use only; avoid contact with eyes and broken skin.

5. Reviews and third-party statements

Customer reviews reflect individual experiences and opinions. They are not our claims, and we do not endorse any statement in a review suggesting a product treats or cures any condition; such statements are moderated under our Reviews Policy. Statements made by third parties, including on marketplaces or social media, are not made on our behalf unless we have expressly authorised them.

6. Short-form disclaimer (for product pages)

“This product is a cosmetic for external use only. It is not a medicine and is not intended to diagnose, treat, cure or prevent any disease or medical condition. Descriptions refer to cosmetic effect on appearance; individual results vary. Patch test before use; discontinue if irritation occurs. Consult a doctor for any medical condition, or if pregnant or nursing. Read the label before use.”

Customer Reviews Policy

1. Authentic reviews only

We welcome honest reviews from customers who have purchased and used our products. Reviews from verified purchases are labelled as such. We do not write or commission fake reviews, we do not suppress genuine negative reviews, and we display ratings without manipulation.

2. Incentivised reviews

We do not currently offer incentives for reviews. If we ever invite reviews through an incentive, the review will be clearly labelled as incentivised, and the incentive will never be conditional on the review being positive.

3. Moderation

We moderate reviews only on these published grounds, applied equally to positive and negative reviews: unlawful, obscene, defamatory or hateful content; personal data of any person; spam or content about a different product or seller; counterfeit or safety concerns (which we route to investigation instead of publication); and medicinal or therapeutic claims — statements that a product treats, cures or prevents a disease or medical condition — which we edit or decline to publish because our products are cosmetics and such claims cannot be made for them (see the Product & Medical Disclaimer). We do not edit the substance of opinions and we record reasons for every removal.

4. Reviews are opinions, not our claims

Reviews reflect individual experiences and are not claims, representations or promises by Accelia Santé, and are not medical advice. Results described in a review may not occur for you.

5. Your licence and complaints

By submitting a review or photo/video you grant us the licence described in the Terms of Use and confirm the content is your own genuine experience. To report a review you believe is fake, offensive or infringing, contact customer care (care@acceliasante.com, +91 84659 99925 (Monday to Friday, 9:00 am to 6:00 pm)) or the Grievance Officer; we will act within the Grievance Redressal Policy timelines.