Cancellation, Returns & Refunds Policy
This document delineates the policy of order Cancellation, Return and Refunds for the orders placed on www.gratiapharma.com, including mobile application (hereinafter referred to as ‘Website’, ‘Platform’, “We”, “Our”). The policy is applicable in following three scenarios.
1) Cancellation and refund of confirmed orders before shipment
2) Returns, Replacements and Refunds after delivery
3) Returns, Replacements and Refunds after Shipment and before/during delivery
1) Cancellation and refund of confirmed orders before shipment.
Order cancellations will be applicable only if the shipment has not been dispatched for the order placed with us via our website i.e. www.gratiapharma.com. Please note that once your order has been dispatched from our warehouse, your order cannot be cancelled.
Refund of cancelled order
In case of cancellation before shipment, we process the refund within 2 – 5 business days after receiving your cancellation request.
For payments done through UPI / credit/ debit cards or net banking, the refund will be processed to the same account from which the payment was made within 2 – 5 business days from the date of us receiving the products back. It may take an additional 2-3 days for the amount to reflect in your account.
Disclaimer: -In case of we suspect / detect any fraudulent transaction or a transaction that defies the terms and conditions of using the Website, we at our sole discretion will cancel such orders with/ without providing any notification to you.
2) Returns, Replacements and Refunds after delivery.
In-case you have received a defective product, or the product is different from what you had ordered, we request you to record the evidence of the defective product at the time of delivery or opening of the shipment; Raise a part or full return/exchange request of the said product by initiating return within a period of 5 days from the date of receipt of its delivery by contacting through email / contact numbers mentioned on our website i.e. www.gratiapharma.com
Please provide complete information viz. order ID, image / video of the defects, batch number and invoice details for our reference. Return will be initiated only if the information is valid and the return is requested within 5 days of its delivery.
We will pick up the products within a period 4 – 7 business days of receiving your request. Once we receive the products back, we will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Returns and refund of products will not be accepted if the product is tampered, altered or its identity cannot be verified.
- If you claim that the product was damaged before delivery or you received a wrong product, the return is acceptable only if you provide the appropriate evidences (images, videos) of the products to support your claim.
- Refunds For payments done through UPI / credit/ debit cards or net banking, the refund will be processed to the same account from which the payment was made within 2 – 5 business days from the date of us receiving the products back. It may take an additional 2-3 days for the amount to reflect in your account.
- Refund of Cash on delivery orders– You need to provide valid bank account details to us to initiate the return. The return shall be processed within 1-2 business day to the account provided by you, It may take an additional 2-3 days for the amount to reflect in your account.
- If you may ask for replacement of the product instead of refund, Replacement product shall be shipped with no additional cost within 2-3 business days from the receipt of returned product. New shipment shall follow our shipment and delivery policy.
3) Returns, Replacements and Refunds after Shipment and before/during delivery.
- The material will be taken back by the delivery partner (Courier / postal services) if the Customer has refused to collect the delivery. OR Customer wasn’t available during the stipulated delivery attempts made by our logistics partner; and The delivery address was wrong/ unreachable.
- In such scenario, customer shall receive refund amount after deducting the courier/postal service charges due to RTO (Return to Origin).
- No replacement of items or re-delivery shall be made for these transactions. If the you still want to purchase the article/goods you may have to place a new order on the platform by providing correct delivery address.
- Refund:- For payments done through UPI / credit/ debit cards or net banking, the refund will be processed to the same account from which the payment was made within 2 – 5 business days from the date of us receiving the products back. It may take an additional 2-3 days for the amount to reflect in your account.
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