Return, Refund & Cancellation Policy

1 Return Eligibility

Due to the nature of health and wellness products, we follow a careful and restricted return policy. Returns are accepted only under the following conditions:

• The product received is damaged or broken (e.g., cracked bottle, torn packaging, leakage).
• The product received is defective (e.g., tampered seal, unusual smell, discolouration not consistent with the product description).
• An incorrect product was shipped — i.e., you received a different product than what you ordered.
• The product is past its expiry date at the time of delivery.

Returns will not be accepted in the following cases:

• The product has been opened, used, or partially consumed.
• The original packaging has been damaged or discarded by the customer.
• The return request is made beyond 7 days from the date of delivery.
• The issue is related to personal dislike of taste, smell, colour, or texture that falls within normal product characteristics.
• Products purchased during sale or at a discounted price are not eligible for return unless defective or incorrectly shipped.

2 Return Request Window

All return requests must be initiated within 7 days of the delivery date. Requests raised after this window will not be entertained, except in cases of a demonstrable courier or warehouse error.

• The delivery date is determined by the tracking information provided by our courier partner.
• If you are unable to inspect your order immediately upon delivery (e.g., travel, illness), please inform us in advance so we can make a note. We will assess such cases at our discretion.
• For orders delivered without a tracking update, please contact us within 10 days of the expected delivery date.

3 How to Initiate a Return

To initiate a return, please follow the steps below. Incomplete requests may cause delays in processing.

4 Condition of Returned Products

For a return to be accepted and processed, the product must meet the following conditions:

• The product must be unused and unopened, with the seal intact (unless the defect is visible without opening).
• The product must be returned in its original packaging, including any inner boxes, inserts, or protective wrapping.
• The product must not show signs of misuse, tampering, or damage caused by the customer.
• All items from a bundled or combo order must be returned together if the return involves the entire order.

CNS Wellness reserves the right to reject a return if the product does not meet these conditions upon inspection at our warehouse.

5 Refund Policy

Once your returned product is received and inspected at our facility, we will notify you of the outcome. If approved, your refund will be processed as follows:

• Refunds will be credited to the original payment method used at the time of purchase (credit/debit card, UPI, net banking, or wallet).
• Refunds will be processed within 7–10 working days from the date of return approval and receipt of the product.
• You will receive a confirmation email or SMS once the refund has been initiated. The time for the amount to reflect in your account depends on your bank or payment provider.
• In certain cases, at our discretion, we may offer a store credit or replacement product instead of a cash refund.
• Shipping charges paid at the time of order are non-refundable unless the return is due to an error on our part (wrong or defective product).
• Return shipping costs will be borne by CNS Wellness only in cases of our error (wrong or damaged product). In all other eligible cases, return shipping is the customer's responsibility.

6 Return & Refund Quick Reference

The table below provides a quick summary of return and refund eligibility for common scenarios:

7 Order Cancellation — By Customer

You may request an order cancellation subject to the following conditions:

• Cancellations are accepted only before the order is dispatched from our facility. Once dispatched, cancellation is not possible.
• To cancel an order, contact us immediately via email at cnswellness.in@gmail.com or WhatsApp with your Order ID and reason for cancellation.
• Orders are typically processed and dispatched within 1–2 business days. We recommend cancelling within 12 hours of placing the order to ensure it has not yet been dispatched.
• If your cancellation request is received and confirmed before dispatch, a full refund will be processed to your original payment method within 5–7 working days.
• If the order has already been dispatched at the time of your cancellation request, please refer to our return process once the product is delivered.

8 Order Cancellation — By CNS Wellness

CNS Wellness reserves the right to cancel an order under the following circumstances:

• The product is out of stock or discontinued after the order was placed.
• A pricing or listing error was identified on the product page at the time of purchase.
• The order is flagged for suspected fraud or payment irregularities.
• The delivery location is outside our serviceable area or inaccessible to our courier partners.
• Incomplete or unverifiable customer information makes fulfilment impossible.

In all such cases, you will be notified promptly via email or SMS, and a full refund will be processed to your original payment method within 5–7 working days. CNS Wellness shall not be liable for any additional compensation in such scenarios.

9 Consultation Cancellation & Refunds

For Ayurvedic consultation (OP) services booked through our website or via phone, the following terms apply:

• Cancellations made at least 24 hours before the scheduled appointment are eligible for a refund or reschedule, at your preference.
• Cancellations made less than 24 hours before the appointment time will be subject to a cancellation fee of 50% of the consultation charge. The remaining amount will be refunded.
• No-show appointments (where the patient does not attend or inform us) are not eligible for any refund.
• Once a consultation has taken place, the consultation fee is fully non-refundable, regardless of the outcome of the session.
• In the event that CNS Wellness cancels or reschedules your appointment due to practitioner unavailability or unforeseen circumstances, a full refund or a complimentary reschedule will be offered.
• Repeated no-shows or last-minute cancellations may result in restrictions on future bookings at our discretion.

10 Non-Refundable Items & Services

The following are strictly non-refundable under any circumstances:

• Opened, used, or partially consumed products.
• Products returned without prior written approval from our support team.
• Shipping and handling charges (unless the return is due to our error).
• Consultation fees for completed appointments.
• Digital products, downloadable wellness guides, or e-books, if any.
• Gift cards or store credits once redeemed.
• Products that have been personalised or custom-formulated as per a specific Ayurvedic prescription.

11 Replacement Policy

In eligible cases where a refund is approved, CNS Wellness may, at its discretion, offer a free replacement of the same product instead of a monetary refund. This is subject to stock availability.

• Replacement products will be dispatched within 3–5 business days after the returned item is received and verified at our warehouse.
• You will receive a new tracking number for the replacement shipment.
• If the requested product is unavailable for replacement, a full refund will be processed instead.

12 Failed Payment & Duplicate Charges

In the event of a payment failure or accidental duplicate charge:

• If your payment was debited but no order confirmation was received, please do not attempt the transaction again. Contact us with your transaction reference number and we will verify and resolve the issue.
• Amounts debited for failed transactions are typically reversed automatically by your bank or payment provider within 5–7 business days. If not, please contact us and we will liaise with the payment gateway on your behalf.
• In case of a verified duplicate charge, a full refund for the duplicate amount will be processed within 7–10 working days.

13 Changes to This Policy

CNS Wellness reserves the right to update or revise this Return, Refund & Cancellation Policy at any time. The "Last Updated" date at the top of this page will reflect the most recent revision. We recommend reviewing this page periodically. Your continued use of the website or services after any changes constitutes your acceptance of the updated policy.