Return, Refund & Replacement Policy

1. When Can You Request a Return or Replacement?

A return, refund, or replacement may be considered if you receive a product that is:

• Damaged during delivery.
• Defective or damaged due to a manufacturing or packaging issue.
• Different from the product you ordered.
• Missing from your order.
• Expired at the time of delivery.
• Otherwise materially not in accordance with your confirmed order.

Early notification allows us to investigate the issue with our warehouse and logistics partners and provide an appropriate resolution.

2. Products That Are Generally Non-Returnable

For safety, hygiene, quality-control, and regulatory reasons, we generally do not accept returns or exchanges for products that:

• Have been correctly delivered and are not damaged or defective.
• Have been opened or used.
• Are being returned because the customer changed their mind.
• Are being returned because the customer ordered the wrong product.
• Are being returned because the customer does not like the taste, smell, colour, texture, or other natural characteristics of the product.
• Are being returned because the customer expected a different result.
• Are being returned after the applicable complaint period has expired.

This does not affect any consumer rights or statutory remedies that cannot legally be excluded.

3. Time Limit for Reporting an Issue

Any claim regarding a damaged, defective, incorrect, missing, or expired Product should be reported to us within 24 hours of delivery.

Claims reported after this period may not be eligible for a return, replacement, or refund unless required by applicable law or otherwise approved by Kaanuro Group.

We strongly recommend inspecting your package and Products immediately after delivery.

4. What Should You Do If Your Product Is Damaged?

If you receive a damaged package or Product:

1. Take clear photographs of the outer package before opening it, where possible.
2. Take photographs of the damaged Product and packaging.
3. Do not discard the Product or its original packaging.
4. Contact Kaanuro Group customer support within 24 hours of delivery.
5. Provide your Order number and details of the issue.
6. Provide photographs, videos, or other evidence if requested.

If the damage is visible at the time of delivery, you may also inform the delivery personnel where reasonably possible.

5. Eligibility Requirements

To be considered for a return or replacement, the following conditions may apply:

• The Product must have been purchased directly from Kaanuro Group through our authorized Website or sales channel.
• Proof of purchase or Order information must be provided.
• The Product should remain unused where the nature of the complaint allows it.
• The original packaging should be retained.
• Batch number, expiry information, labels, or other identifying information should remain available where applicable.
• Photographs or other evidence may be required.
• The complaint must be submitted within the applicable reporting period.

For products reported as damaged or defective, we may ask you not to use or consume the Product while the complaint is being investigated.

6. Wrong Product Delivered

If we send you a Product different from the Product ordered by you, please contact us within 24 hours of delivery.

After verification, we may arrange an appropriate resolution, which may include:

• Replacement with the correct Product.
• Refund of the applicable Product amount.

If a return is required, we will provide instructions regarding the return process.

7. Missing Product

If one or more Products are missing from your delivered order, please contact us within 24 hours of delivery.

We may verify the order, packaging, dispatch records, and logistics information before determining the appropriate resolution.

Where a missing Product is confirmed, we may provide a replacement or refund, as applicable.

8. Expired Product

If you receive a Product that is expired at the time of delivery, contact us within 24 hours of delivery.

Please provide photographs clearly showing:

• Product name.
• Batch number, where applicable.
• Manufacturing information, where applicable.
• Expiry date.
• Packaging.

After verification, we may provide a replacement or applicable refund.

9. Defective Product

If you believe that a Product is defective, contact us within the applicable reporting period.

We may request photographs, videos, batch information, packaging details, or other information necessary to investigate the complaint.

Depending on the nature of the issue, we may:

• Replace the Product.
• Provide a refund.
• Request the Product to be returned for inspection.
• Provide another appropriate resolution permitted by applicable law.

10. Return Inspection

If Kaanuro Group requires the Product to be returned, the Product may be inspected after it reaches our designated facility.

The purpose of the inspection is to determine whether the reported issue is consistent with the complaint.

A refund or replacement will be processed after the complaint has been verified and approved, subject to this Policy and applicable law.

11. Replacement Policy

Where an eligible complaint is approved, Kaanuro Group may provide a replacement Product instead of a refund.

Replacement is subject to Product availability.

If the same Product is unavailable, we may provide an applicable refund or another mutually appropriate resolution, subject to applicable law.

Replacement delivery time may vary depending on Product availability and logistics.

12. Refund Policy

Where a refund is approved, the refund will generally be issued for the eligible amount after the complaint has been verified.

Refunds may be issued through the original payment method or another appropriate method, depending on the payment method used and applicable operational requirements.

The time required for the refund to appear in your bank account or payment account may depend on the relevant bank, payment provider, or financial institution.

Kaanuro Group does not control the processing time of third-party financial institutions.

13. Refund for Cancelled Orders

If an Order is cancelled before dispatch and a refund is applicable, the eligible amount will be refunded according to our cancellation and refund procedures.

If an Order has already been dispatched, cancellation may not be possible.

In such cases, the Customer may need to follow the applicable delivery and return procedures.

14. Shipping Charges on Eligible Returns

Where Kaanuro Group confirms that a Product was delivered damaged, defective, incorrect, expired, or otherwise qualifies for a remedy under this Policy, we may arrange or reimburse reasonable return shipping costs where applicable.

For returns that do not qualify under this Policy, any applicable shipping or return costs may be the responsibility of the Customer.

15. Refund Amount

Unless otherwise required by applicable law, the refund amount will generally correspond to the eligible amount paid for the affected Product.

Shipping charges may or may not be refundable depending on the reason for the return, the applicable Order terms, and applicable law.

Any non-refundable charges will be communicated where applicable.

16. Situations Where a Refund or Replacement May Be Refused

A return, refund, or replacement may be refused where:

• The complaint is submitted after the applicable reporting period.
• The Product has been used or consumed, where the issue does not justify return.
• The Product has been damaged after delivery due to improper handling or use.
• The Product has been stored contrary to the instructions on its label.
• The Product has been altered, modified, or tampered with.
• The Product was purchased from an unauthorized seller.
• Sufficient information or evidence is not provided to verify the complaint.
• The issue is a normal characteristic of the Product rather than a defect.
• The complaint is determined to be fraudulent or abusive.
• The Product is returned without following our return instructions.

Nothing in this section limits rights or remedies that cannot legally be excluded.

17. Natural Variations in Herbal Products

Some herbal products may naturally vary slightly in:

• Colour.
• Taste.
• Smell.
• Texture.
• Consistency.

Such variations may occur because of natural ingredients, raw-material variations, manufacturing batches, or seasonal factors.

A natural variation that does not indicate a defect will generally not qualify as a reason for return or refund.

The Product label and applicable product information should be followed for proper use and storage.

18. Refund Processing Time

Once an eligible refund has been approved, we will initiate the refund within a reasonable processing period.

The time for the amount to appear in your account may vary depending on:

• Bank processing.
• Payment provider.
• Card issuer.
• UPI provider.
• Other financial institutions.

We cannot guarantee the exact time required by a third-party payment provider to complete the refund.

19. How to Contact Us

For return, refund, or replacement requests, please contact us with:

• Full name.
• Order number.
• Registered phone number or email address.
• Product name.
• Description of the issue.
• Date of delivery.
• Photographs or videos, where applicable.

20. Changes to This Policy

Kaanuro Group Pvt. Ltd. may update this Return, Refund & Replacement Policy from time to time to reflect changes in:

• Products.
• Business practices.
• Return procedures.
• Logistics arrangements.
• Payment methods.
• Applicable laws and regulations.

Any changes will be published on this page with a revised "Last Updated" date.

Customers should review this Policy before placing an Order.

21. Relationship With Other Policies

This Policy should be read together with our:

• Terms & Conditions
• Privacy Policy
• Shipping & Delivery Policy
• Cancellation Policy, where applicable

If there is any conflict between this Policy and mandatory rights available under applicable law, the applicable law will prevail.