Cancellation, Returns & Refunds Policy

Cancellation Policy

Herbal Canada believes in helping its customers as far as possible and therefore, has a liberal Cancellation Policy. Under this policy, cancellations will be considered only if the shipment has not been dispatched for the order placed with us via our website i.e. Herbalcanadaonline.com (“Website”). Once the shipment has been dispatched, it cannot be cancelled. If we suspect any fraudulent transaction or a transaction that defies the terms and conditions of using the Website, we at our sole discretion could cancel such orders with/ without providing any notification to you.

Cancellation before shipment

If the order or the product that you want has not yet been shipped, you can write to our customer support on info@herbalcanadaonline.com or call us on +91 7290023503 (Monday to Saturday, 10 am to 7 pm for cancelling your order.

In such cases, the order will be cancelled and the money will be refunded to you within 2 - 5 days, after the cancellation request is processed.

Please note that once your order has been dispatched from our warehouse, your order cannot be cancelled.

How will I get refunded for the cancelled orders and how long will this process take?

In case of cancellation before shipment, we process the refund within 2 – 5 business days after receiving your cancellation request.

• For payments done through 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.
• For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 2 - 5 business days from the date of us receiving the products back as well as on receiving your bank details on e-mail. It will take an additional 2-3 days for the amount to reflect in your account.
• In addition, we also provide the hassle-free option of refund through Herbal Canada coupons, which can be used by you for your future purchases.

Returns, Replacements and Refunds

How do I return an order purchased from Kapiva Ayurveda?

Herbal canada offers its customers an easy return policy, wherein you can raise a return/ exchange request of a product within a period of 15 days of receipt of its delivery. In case you have received a defective product, we request you to raise a return/ exchange request of the said product within a period of 15 days from the date of receipt of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order. The steps to be followed for raising a return/ exchange request of a product are as follows:

• Step 1: Contact our Customer Support team via email (info@Herbalcanadaonline.com) within a period of 15 days from the date of receiving the order.
• Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product, clearly showing the batch number and the invoice for our reference.
• Step 3: 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.

Under what conditions will a return of a product not be accepted?

Returns of products will not be accepted under the following conditions:

• When a product is returned without the original packaging including price tags, original outer packaging, freebies and other accessories or if the original packaging is damaged.
• When the product’s serial number is tampered with.
• When the product’s composition is altered.
• If request is initiated after a period of 15 business days from the date of receiving the delivery.
• When the product sought to be returned is a free product provided by Herbal Canada.

Do I have to return the free gift when I return a product that it came with?

Yes, the free gift is included as a part of the item order and needs to be returned along with the originally delivered product. Please note that the free gift needs to be returned back with its original packaging and its seals, labels and barcodes intact.

Can I return a part of my order?

Yes, a return can be created if you have ordered multiple products. You can initiate a return/ replacement/ refund for any individual product. However, any product being returned needs to be returned with its original packaging, seals, labels and barcodes intact as well as any complimentary gift or product which came along with it. 

Refund Policy

Refunds are only possible in the following cases:

(a)   Cancellation of an order before being shipped; and

(b)  Cases where:

• Customer refused to collect the delivery;
• Customer wasn’t available during the stipulated delivery attempts made by our logistics partner; and
• The delivery address was wrong/ unreachable.

For scenario (b), we will process the refund after receipt of the product from our logistic provider.

All refunds will be processed based on the mode of payment used by you while placing the order. Orders paid by credit/ debit card will be refunded by credit card to the credit/ debit card within 8-9 days from the date of receiving your products back from the logistics provider and the refund will reflect in the next statement. Orders placed by net banking accounts will be credited back to the same bank account within 8-9 days from the date of receiving your products back from the logistics provider.

Contact Information

In the rare case that you are not satisfied with the quality of our customer support service, we welcome you to drop an email to info@herbalcanadaonline.com so as to allow us to look into the issue and address the same on a case-by-case basis.