Orders & Returns Policy

This Policy governs all orders placed on www.nezalherbocare.com with Nezal Herbocare. By placing an order, you agree to the terms set out below. This Policy is intended to be read alongside our Refund Policy, Shipping Policy, and Terms of Service.

1. Placing an Order

To place an order on our website: 1. Browse our product catalogue and add items to your cart 2. Review your cart and proceed to checkout 3. Provide your delivery address, contact details, and payment information 4. Review and confirm your order 5. Complete payment through our secure payment gateway By submitting your order, you make an offer to purchase the selected products at the displayed price. Your order is accepted by us only when we send you a written order confirmation via email. We reserve the right to reject any order at our discretion, including due to stock unavailability, pricing errors, or fraud suspicion. Please ensure that all information provided at checkout — including your name, delivery address, phone number, and email — is accurate and complete. We are not responsible for non-delivery or delays caused by incorrect information provided by you.

2. Order Confirmation and Invoice

Upon successful placement of your order, you will receive: (a) an automated order confirmation email with your order number and summary; and (b) an invoice for the amount paid, shared via email or included with your shipment. Please retain your order confirmation and invoice, as you will need these for any return, refund, or warranty claims.

3. Order Cancellation

3.1 Cancellation by Customer: You may request cancellation of your order within 2 (two) hours of placing it, provided the order has not yet been dispatched. To cancel, email us immediately at info@nezalherbocare.com with your order number. Once an order is dispatched, it cannot be cancelled — you will need to follow the return process after delivery. 3.2 Cancellation by Nezal: We reserve the right to cancel any order at our discretion, including due to: (a) product unavailability or stock shortage; (b) a pricing error on our website; (c) inability to verify payment; (d) suspicion of fraudulent activity or abuse. In such cases, a full refund will be initiated to your original payment method within 5–7 (five to seven) business days.

4. Order Fulfilment and Packaging

All Nezal products are carefully packaged to ensure they arrive in perfect condition. We use tamper-evident seals and protective packaging appropriate to the product type. Please inspect your order immediately upon delivery. We process orders on business days (Monday to Saturday, excluding public holidays). Orders placed on Sundays or public holidays will be processed on the next business day.

5. Returns — Eligibility

We accept returns only in the following circumstances: • The product received is defective or damaged (manufacturing defect, broken seal, or physical damage) • The wrong product was delivered (different SKU, variant, or product from your order) • A product is missing from your order • The product is materially not as described on our website Returns must be requested within 3 (three) days of delivery. We are unable to accept returns of products that have been used, opened, or had their seals broken, for hygiene and safety reasons.

6. Returns — Process

To initiate a return: 1. Email info@nezalherbocare.com with subject 'Return Request – Order #[Order Number]' within 3 days of delivery 2. Include photographs/video clearly showing the defect, damage, or incorrect product, along with the order number and invoice 3. Our team will review your request and respond within 2 (two) business days 4. If approved, we will provide return instructions including the return address and, where applicable, a prepaid return shipping label 5. Pack the product securely in its original packaging with all contents and labels intact 6. Ship the product as instructed and share the tracking number with us Products sent back to us without prior written authorisation will not be accepted and will be returned to the sender at their cost.

7. Returns — What We Cannot Accept

• Used, opened, or unsealed personal care products (for hygiene and safety) • Products not in their original packaging or missing labels/seals • Products returned more than 3 days after delivery without our written approval • Products damaged due to misuse, improper storage, or customer handling • Products purchased under sale or promotional offers (unless defective) • Gift cards or promotional items

8. Damaged or Missing Items

Please inspect your order thoroughly upon delivery. If your package arrives damaged or any item is missing: • Photograph the outer packaging and all items before and during unpacking. Photographs must be clear and unedited — AI-generated images will not be accepted, and we reserve the right to pursue legal action against fraudulent claims • Contact us within 24 (twenty-four) hours of delivery with photographs and your order number • For transit damage, note the damage on the courier's proof of delivery if possible Claims for damaged or missing items reported after 24 hours of delivery may not be eligible for resolution.

9. Refunds for Accepted Returns

Once we receive and inspect the returned product, we will notify you of the outcome within 5 (five) business days. If the return is approved, a refund will be credited to your original payment method within 7–10 (seven to ten) business days. Please see our Refund Policy for full details.

10. Consumer Rights

Nothing in this Policy limits or overrides your rights as a consumer under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable Indian law. If you are not satisfied with our resolution, you may approach the appropriate Consumer Forum in accordance with the Consumer Protection Act, 2019.

11. Contact Us

Email: info@nezalherbocare.com Address: Nezal Herbocare Pvt.Ltd, S-28, Whispering Palms, Lokhandwala Complex, Akurli Road, Kandivali East, Mumbai – 400 101, Maharashtra, India All disputes arising out of this Policy shall be subject to the exclusive jurisdiction of the courts at Mumbai, Maharashtra, India.