Return Policy

All Products ordered from the Website and successfully delivered to the User by SUBSTANTIAL HERBS may be returned to SUBSTANTIAL HERBS in accordance with the terms contained in the respective policy.

What is the general return policy on SUBSTANTIAL HERBS?

We always strive to offer you complete assurance and hassle free ordering at SUBSTANTIAL HERBS. You can return all items within 7 days of receipt of goods. In order to ensure hassle free cancellation and refund process you would be required to ensure that the product is in original packaging, not opened, unused and the tags, outer carton and other packaging of the product is intact. Opened or used packages shall not be eligible for cancellation or refunds.

Products which are originally marked as non-returnable at the time of purchase shall not be eligible for returns or refunds as per the policy of SUBSTANTIAL HERBS from time to time. This policy is to protect the interest of the consumers and may be the case for most food and consumable products.

Products which are originally marked as non-returnable at the time of purchase shall not be eligible for returns or refunds as per the policy of SUBSTANTIAL HERBS from time to time. This policy is to protect the interest of the consumers and may be the case for most food and consumable products.

Any product that is returned without all original packaging and accessories, including the box, manufacturer’s packaging if any, and all other items originally included with the product(s) delivered.

If the payment is made by card then we shall reverse the payment and credit the amount to the same card. In case of Cash on Delivery or Bank Deposits as modes of payment, we will issue a credit in the SUBSTANTIAL HERBS website to the customer for any future purchase across our store.

However, no Products will be accepted by SUBSTANTIAL HERBS if (a) the Products have been damaged by the User (b) if there is a change in the quality, quantity or other characteristics of the Product (c) if as per the SUBSTANTIAL HERBS the product returned is not the Product that was delivered (d) any other circumstances that the Website and/or the Seller may notify or deem appropriate from time to time.

If the user wants to return the product within 15 days from the delivery date and SUBSTANTIAL HERBS does not offer pickup of the items, then user can return the package using any courier service of his/her choice.

SUBSTANTIAL HERBS Healthcare Private Limited, Baidyanath Bhawan, Great Nag Road, Nagpur – 440009

What to do if you receive damaged units, different product or unfulfilled orders?

If an item is found damaged or incorrect as per description on our website or units are missing as per ordered quantity, please send a snapshot of the outer packaging and products received to our customer care at care@SUBSTANTIAL HERBS.com or call us on +91 932 198 6658 within 14 days of receipt of the product. We will arrange a reverse pickup for the product and then issue either a full refund, store credit or a different item in exchange, as per your request. Please note that replacements are subject to availability of the particular product.In case of any queries, please write to our customer care on care@SUBSTANTIAL HERBS.com or call us on +91 8421568882

What are the other policies regarding Returns and cancellation of orders?

To provide a safe and secure shopping experience, we regularly monitor transactions for fraudulent activity. In the event of detecting any suspicious activity, SUBSTANTIAL HERBS reserves the absolute right to cancel all past, pending and future orders without any liability. SUBSTANTIAL HERBS also reserves the right to refuse or cancel orders in scenarios like inaccuracies in pricing of product on Website and stock unavailability. We may also require additional verifications or information before accepting any order. We may contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your card has been charged, the said amount will be reversed to your account. Any promotional voucher used for the cancelled orders may not be refunded. Further, in case of suspicious transactions, SUBSTANTIAL HERBS reserves the right to inform law enforcement officials and provide them with all transaction details that may be requested for investigation of any illegal activity.

The User may be considered fraudulent if inter alia any of the following scenarios are met:

• User doesn’t reply to the payment verification mail sent by SUBSTANTIAL HERBS
• User fails to produce adequate documents during the payment details verification
• Misuse of another Users’s phone/email
• User uses invalid email and phone no
• Overuse of a voucher code.
• Use of a special voucher not tagged to the email ID used
• User returns the wrong product
• User refuses to pay for an order
• User is involved in the snatch and run for any order

The User may be considered loss to business if any of the following scenarios are met:

• User with a very high return rate
• Invalid/Incomplete address cases
• Repeated request for monetary compensation for petty issues

Account for the Users falling in fraudulent or loss to business category may be blocked. Any credits earned through loyalty or referral program if any will be forfeited in such case.

SUBSTANTIAL HERBS may cancel any orders that classify as ‘Bulk Order’ under certain criteria at any stage of the product delivery. An order can be classified as ‘Bulk Order’ if it meets with the below mentioned criteria, and any additional criteria as defined by SUBSTANTIAL HERBS:

• Products ordered are not for self-consumption but for commercial resale
• Multiple orders placed for same product at the same address, depending on the product category
• Bulk quantity of the same product ordered
• Invalid address given in order details
• Any malpractice used to place the order
• Any promotional voucher used for placing the ‘Bulk Order’ may not be refunded
• If a User raises a complaint for partial item/partial order:
• The Users is supposed to claim for pilferage within 48 hours of delivery failing which the claim will not be entertained

An Email will be sent seeking/providing following information:

• Short description of the case (A few questions will be asked to help us understand the scenario)
• The snapshots of the packet and other box (If any) (Try to cover the sides which look tampered/damaged as per the Users)
• The refund for prepaid orders will be done after investigation
• The Users may not be liable for a refund if he/she falls in any of the scenarios stated below:
• Users fails to provide adequate information about the case
• Users fails to provide snapshots of the packet and box (if any)
• If an opened delivery was received, pilferage claims must be made the same day

Users must not dispose the packaging for 3-4 days post-delivery. We might need to pick-up your packaging for investigation at our end.

How can I Self-Ship the product to SUBSTANTIAL HERBS?

If your area pin code is not serviceable for pickup, you will need to self-ship the return item via any reliable courier partner. Please ensure to place the original purchase invoice, a sheet of paper with the details of Order ID and Return ID for each item included in the package.

In case of return initiated and subsequently couriered by the User himself/herself, and if it is found that the claimed shipment was not delivered to SUBSTANTIAL HERBS or the shipment was empty, the onus shall be on the User to prove through presentation/submission of Proof of Delivery (PoD) from the concerned logistic service provider to establish his/her claim of return. However, non-receipt of Product by the SUBSTANTIAL HERBS may lead to no refund/exchange being issued to the User. The User waives any claims against SUBSTANTIAL HERBS in this regard.

In case of any discrepancy in the status of reverse pick up of a Product, (where the Users claims the Product has been returned, while our system suggests otherwise) refund will be initiated only if the Users successfully furnishes the RVP slip given at the time of the pick-up.

SUBSTANTIAL HERBS will not be liable for the products returned by mistake. In circumstances where a product not belonging to SUBSTANTIAL HERBS is returned by mistake, SUBSTANTIAL HERBS is not accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User.

Size exchange can be availed only once at the special price of an item. Please take note that this is applicable only on Products that are exchangeable, as mentioned on the product page.

Once returned or in case the User does not receive the delivery within the time period agreed the User will be entitled to claim refund of the entire cost of the Product after adjusting relevant courier charges and such other charges that the Website may at its own discretion deduct. In case a User does not raise a refund claim as per the Terms, the User shall be ineligible for a refund. In the event, the refund facility is not available in full or in part for certain Products, the User shall not be entitled to a refund in respect of such Products.

All Products ordered by the User shall be eligible to be replaced in accordance with the SUBSTANTIAL HERBS’s replacement policy as indicated herein above.

In case of exchange, the differential amount, if any, shall be forfeited. This will apply irrespective of any increase or decrease in the price of the product being exchanged.

Refund, if any, shall be made within 15 working days of the receipt of the returned product by SUBSTANTIAL HERBS, at the same issuing bank through which the Product was purchased. For cash on delivery transactions, the User has the option to receive the refund in any bank account via NEFT (for which the User shall have to share the bank details) or, the refund will be credited to the wallet linked to his/her User account on the Website.

For payments made through electronic means like debit card, credit card, net banking, wallet etc. refund shall be made using the same payment mode.

All refunds shall be made in Indian Rupees only.

The User acknowledges that the Website will not be liable for any damages, interests or claims etc. resulting from non-processing an order or any delay in processing an order which is beyond control of the Website.

All Users and Sellers shall comply with all the applicable laws (including without limitation Foreign Exchange Management Act, 1999 and the rules made there under, Customs Act, Information and Technology Act, 2000 as amended by the Information Technology (Amendment) Act 2008, Prevention of Money Laundering Act, 2002 and the rules made there under, Foreign Contribution Regulation Act, 1976 and the rules made there under, Income Tax Act, 1961 and the rules made there under and all other laws as may be applicable.