Policy Information
Refund & Replacement Policy
All sales are final. We step in only when your order arrives physically damaged - and we make it right, every time.
⚠️
No Returns Policy: We do not accept returns for change of mind, fragrance preference, texture, skin reaction, or results. Claims are accepted only for physically damaged orders, supported by a valid unboxing video submitted within 48 hours of delivery.
Most Important Step
The Unboxing Video
Mandatory Requirement
Record Before You Open — Every Time
Begin recording before you touch the package. The video must show the sealed parcel, the full unboxing process, and the damaged product - without any cuts or pauses. Without this video, no claim can be processed, no exceptions.
✅ Valid Video Must Include
- ✓Recording starts before package is opened - outer packaging clearly visible
- ✓Video is continuous with no cuts, pauses, or edits
- ✓Damage (crack, leak, breakage) is clearly visible
- ✓Order label or AWB number is readable in the video
- ✓Submitted within 48 hours of delivery
❌ Video Will Be Rejected If
- ✗Recording starts after the package is already open
- ✗Video is edited, trimmed, or shows discontinuity
- ✗Damage is not clearly shown or appears self-inflicted
- ✗Submitted after 48 hours of delivery
- ✗Multiple video clips stitched together
Coverage
What We Cover
✅ Covered
- ✓Product broken or cracked in transit
- ✓Leaking or spilled product on delivery
- ✓Completely wrong product delivered
- ✓Missing item from a confirmed combo or kit order
- ✓Tampered packaging with product missing inside
❌ Not Covered
- ✗Change of mind or personal preference
- ✗Skin sensitivity, reactions, or allergies
- ✗Dislike of scent, color, or texture
- ✗Opened or used products
- ✗Damage caused by customer after delivery
- ✗Claims with no unboxing video
Claim Process
How to Raise a Damage Claim
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1Before Opening
Record Your Unboxing Video
Start recording before you open the package. Keep it continuous - do not stop, pause, or edit at any point. This is mandatory, not optional.
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2Within 48 Hours
Contact Us Immediately
Email support@kaayurituals.com or WhatsApp us on +91 92170 37888 with your order number and a brief description of the issue.
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3Required
Submit Your Video & Photos
Share the unboxing video along with clear photos of the damaged product and outer packaging. Both are required. Claims without video will not be reviewed.
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42 Business Days
We Review & Respond
Our team verifies the evidence and responds via email or WhatsApp with the outcome - replacement or refund.
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5Post-Approval
Resolution Dispatched
Approved replacements are dispatched within 3 business days. Refunds are processed to your original payment method within 5-7 business days.
Resolution Options
Approved Claim Outcomes
Refunds are issued in the following circumstances:
- —A damaged product cannot be replaced due to stock unavailability
- —The product becomes unavailable after your order has been placed
- —Your order is cancelled prior to dispatch
Refunds are processed within 7-10 business days of approval, with timelines varying by payment method.
Replacement
We reship the same product at no extra cost. Dispatch within 3 business days of approval, subject to stock availability.
Refund
Refund is credited to your original payment method. For COD orders, refunds are made via bank transfer or UPI.
| Payment Method | Refund Timeline |
|---|---|
| UPI / Net Banking | 2-3 business days |
| Credit / Debit Card | 5-7 business days |
| Wallets (GPay, PhonePe) | 1-2 business days |
| COD Orders | Via bank transfer or UPI |
Important Notice
Our Commitment & Limitations
We pack every Kaayu Rituals order with careful attention to ensure it reaches you safely. In the rare event something goes wrong in transit, we take full responsibility - provided the damage is clearly documented through an unboxing video.
Ayurvedic skincare & individual skin constitution: Our formulations are rooted in Ayurvedic principles and crafted for general use. Reactions arising from personal sensitivities are not grounds for a claim under this policy.
Right to refuse: Kaayu Rituals reserves the right to reject claims that do not meet the above criteria, show evidence of damage caused after delivery, or involve repeated or suspicious return patterns.
For any grievance, please write to support@kaayurituals.com - we aim to acknowledge complaints within 48 hours and resolve them within 15 days, in line with the Consumer Protection (E-Commerce) Rules, 2020.
