Refund, Return and Exchange

REFUND, RETURN AND EXCHANGE POLICY

Thank you for purchasing from SVGH Health Care Pvt. Ltd.

We take appropriate precautions while packaging and dispatching our products. Since many of our products fall within the health, wellness, nutraceutical, herbal, personal-care or consumable categories, certain restrictions are necessary for reasons of hygiene, safety, product integrity and quality control.

This Refund, Return and Exchange Policy applies to eligible purchases made directly through www.svghhealthcare.com.

Purchases made through third-party marketplaces such as Amazon, Flipkart, Meesho or other platforms will additionally be subject to the return/refund rules of the respective marketplace.

1. General Return Policy

Due to health, hygiene and product-safety considerations, products that have been opened, used, consumed, tampered with, or whose original seal has been broken are generally not eligible for return or exchange, except where required under applicable law or where the product is established to have been defective, damaged, incorrectly supplied or otherwise eligible under this Policy.

A return, replacement or refund request may be considered where:

  • The wrong product has been delivered;
  • The product has been physically damaged during transit;
  • The package is materially damaged and the product inside is affected;
  • The product received is defective;
  • The product received has leaked or broken in transit;
  • The quantity received differs from the quantity ordered;
  • An item shown on the invoice is missing from the package; or
  • Another genuine fulfilment error attributable to us is established.

2. Reporting a Damaged, Wrong or Missing Product

Customers should contact us within 48 hours of delivery after discovering a damaged, wrong, defective or missing product.

For efficient verification, please provide:

  • Order number
  • Customer name
  • Registered mobile number
  • Description of the issue
  • Clear photographs of the package
  • Clear photographs of the product
  • Photograph of the shipping label
  • Photograph showing batch number and expiry date where applicable
  • Unboxing video, where available and reasonably required for verification

Customers are strongly advised to record an unboxing video from the moment the sealed courier package is opened, particularly for high-value or multi-product orders.

Failure to report visible transit damage or an incorrect shipment within a reasonable period may make verification difficult, although nothing in this Policy limits rights that are mandatorily available under applicable consumer law.

3. Conditions for Return or Replacement

Where a return is authorised, the product should ordinarily be:

  • In its original condition
  • Unused and unconsumed
  • In original packaging
  • With original labels intact
  • With safety seal intact, unless the complaint itself concerns a defective or damaged seal
  • Accompanied by relevant proof of purchase

Customers should not send any product back without first contacting our customer support team and receiving return instructions.

Unauthorised returns may not be accepted.

4. Non-Returnable Products

Subject to applicable law, returns or exchanges will ordinarily not be accepted merely because:

  • The customer changed their mind after delivery;
  • The customer no longer requires the product;
  • The customer ordered an incorrect product or variant;
  • The product has been opened or used;
  • The safety seal has been broken;
  • A consumable product has been partially or fully consumed;
  • The customer does not like the taste, smell, texture, colour or other subjective characteristic of a product that otherwise conforms to the stated specification;
  • The product was stored or used contrary to the instructions provided;
  • Damage occurred after delivery due to improper handling or storage by the customer;
  • The customer expected a particular individual health or wellness outcome.

Health and wellness products may produce different experiences for different individuals. Lack of a particular subjective result by itself does not establish that a product is defective.

5. Product Suitability and Individual Results

Customers are responsible for reviewing product information, ingredients, directions, warnings and suitability before use.

If you are pregnant, breastfeeding, under medical treatment, taking medicines, have allergies or have an existing medical condition, you should consult an appropriately qualified healthcare professional before using a health or wellness product where appropriate.

Individual experiences and results may vary.

A return or refund is not ordinarily available solely because a customer did not experience a specific expected health, wellness, fitness, vitality or lifestyle result.

This clause does not affect any statutory rights relating to defective, unsafe, misdescribed or incorrectly supplied goods.

6. Order Cancellation Before Dispatch

A customer may request cancellation before the order has been dispatched.

If the cancellation request is accepted before dispatch:

  • A prepaid order may be cancelled and the eligible amount refunded to the original payment method.
  • A COD order may be cancelled without payment obligation.

Once an order has been dispatched, cancellation may not be possible and the shipment may be subject to our delivery/return procedures.

7. Refusal of COD Orders

Customers should avoid refusing a valid Cash on Delivery order after dispatch unless there is a genuine issue.

Repeated refusal of confirmed COD shipments, false orders, deliberate non-acceptance or misuse of COD facilities may result in COD restrictions being placed on future orders, subject to applicable law.

8. Refund Processing

Once an eligible refund has been approved, the refund will ordinarily be initiated to the original payment method.

After initiation, the time taken for the amount to appear in the customer's account may depend on the bank, card issuer, UPI provider or payment gateway.

Where the original payment method does not support a direct refund, we may request appropriate payment details from the customer for processing the refund through another permissible method.

9. Replacement

For verified cases involving:

  • Wrong product
  • Damaged product
  • Defective product
  • Missing item
  • Shipping/packing error

we may, depending on the circumstances and stock availability:

  1. Send a replacement;
  2. Supply the missing item;
  3. Issue an eligible refund; or
  4. Offer another lawful resolution agreed with the customer.

The resolution offered will depend upon the nature of the issue.

10. Return Shipping Charges

Where a return is required because of an error attributable to SVGH Health Care, such as sending the wrong product or a verified damaged/defective product, reasonable return logistics will generally be arranged or borne by us where applicable.

Where a return is accepted for a reason not attributable to us, return shipping or associated charges may be borne by the customer if legally permissible and disclosed before the return is processed.

11. Promotional and Combo Products

Where an order was purchased as part of a:

  • Combo offer
  • Buy-one-get-one offer
  • Free-product promotion
  • Gift-with-purchase offer
  • Bundle discount

any refund calculation may take into account the entire promotional transaction.

Where the main purchased product is returned, any complimentary/free product may also need to be returned in unused and eligible condition.

If a promotional/free item is not returned where required, its applicable value may be adjusted from the refundable amount to the extent permitted by law.

12. Incorrect or Incomplete Delivery Address

Customers are responsible for providing complete and accurate shipping information.

If a shipment cannot be delivered because of:

  • Incorrect address
  • Incorrect PIN code
  • Invalid mobile number
  • Incomplete address
  • Customer being unavailable after reasonable delivery attempts
  • Customer refusing a correctly supplied order

additional shipping or re-dispatch charges may apply where legally permissible.

13. Orders Marked Delivered but Not Received

If tracking shows an order as “Delivered” but you have not received it, please contact us promptly.

We may raise an investigation with the courier partner and may request information necessary for verification.

Any refund or replacement will depend upon the outcome of the delivery investigation and applicable legal rights.

14. Refund Abuse and Fraud Prevention

We reserve the right, subject to applicable law, to investigate and decline fraudulent or abusive refund/return claims, including:

  • False claims of non-delivery
  • Manipulated images or videos
  • Returning a different product
  • Tampering with the supplied product
  • Repeated misuse of promotional, COD or return facilities

Where appropriate, the Company may take lawful action in relation to suspected fraud.

15. Marketplace Purchases

Products purchased from Amazon, Flipkart or another third-party marketplace must generally be returned, replaced or refunded through the platform through which the order was placed, subject to that platform's policies and applicable law.

SVGH Health Care may assist in genuine product-related issues where reasonably possible, but cannot independently override the transaction or refund systems of third-party marketplaces.

16. Statutory Consumer Rights

Nothing in this Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot legally be excluded under applicable Indian law.

If any part of this Policy conflicts with a mandatory requirement of applicable consumer law, the mandatory legal requirement will prevail to the extent of that conflict.

17. Contact for Returns and Refunds

For an eligible return, replacement, cancellation or refund request, contact:

SVGH Health Care Pvt. Ltd.
Website:www.svghhealthcare.com
Email:care@svghhealthcare.com
Phone/WhatsApp:+91 8359000204
Registered/Business Address:203, Industry House Old Palasiya, AB Road, Above IndusInd Bank Indore 452001, Madhya Pradesh 

Please mention your Order Number in all communications relating to an order.