Return & Refund Policy
We stand behind every product we make. If something goes wrong, we want to make it right — quickly, fairly, and without making you jump through hoops.
Last updated: May 2026 · Effective immediately
Our word to you: We have been making Ayurvedic medicines since 1993 — and we take every product that leaves our facility personally. If you receive something damaged, incorrect, or defective, we will fix it. No long forms, no runaround. A real person from our team will handle your concern directly.
1The Return Window
You have 7 days from the date of delivery to raise a return or refund request. The delivery date is the date confirmed by our courier partner's tracking system.
Requests raised after 7 days from delivery cannot be accepted, except in cases where a latent manufacturing defect was not immediately apparent — which are assessed case by case at our discretion.
Why 7 days? We sell consumable health products. Once opened and partially used, a product cannot be resold or reused safely. 7 days gives you adequate time to inspect your order on delivery and raise a concern — while keeping our quality standards intact for all customers.
2What Qualifies for a Return or Refund
We accept return and refund requests in the following situations:
| Situation | Our Response | Action |
|---|---|---|
| Product arrived physically damaged (broken seal, cracked bottle, crushed packaging) | Full Replacement | Send us photos within 7 days — we dispatch a replacement immediately |
| Wrong product delivered (you ordered X, received Y) | Full Replacement | We collect the wrong product and dispatch the correct one at our cost |
| Product seal broken on arrival (tampered packaging) | Full Replacement | Do not consume. Photograph and contact us immediately |
| Significant product quality concern — unusual smell, visible foreign matter, unusual colour | Full Replacement | Do not consume. Send photos. We investigate and replace promptly |
| Unopened product, change of mind, returned within 7 days | Refund (minus shipping) | Product must be completely unopened and in original condition. Return shipping cost is borne by the customer |
| Opened product — "it didn't work for me" | No Refund | But we will call you. Our team will personally review your usage, timing and dosage — most concerns are resolved this way |
| Opened product — no defect, simply disliked | No Refund | We encourage reading product descriptions and consulting us before purchase |
| Request raised after 7 days from delivery | Not Eligible | Exceptions only for latent defects, assessed case by case |
Our preference is always replacement over refund. If your product arrived damaged or is defective, we will send you a fresh replacement by the fastest available courier — because we want you to experience the product as it should be, not leave you without it.
3How to Raise a Return Request
We have kept this as simple as possible. No online portals, no long forms. Here's what to do:
4Products That Cannot Be Returned
For reasons of hygiene, safety, and the integrity of consumable health products, the following cannot be returned or refunded:
- Products that have been opened and partially or fully consumed, where no manufacturing defect exists
- Products purchased during a sale, clearance, or special promotional offer — unless defective or damaged on arrival
- Products where the original packaging, box, or seal has been disposed of — we cannot verify the product's condition without original packaging
- Products returned after the 7-day return window has closed
- Products damaged due to misuse, improper storage, or conditions not caused by Adlay (e.g. heat exposure during customer storage)
Important note on health products: Our products are Ayurvedic medicines — not FMCG items. Their efficacy depends on correct dosage, correct timing, and consistent use over an appropriate period. If you are unsure whether a product is right for your condition, please speak with us before purchasing. Our team is available to guide you — and that guidance is always free.
5"The Product Didn't Work For Me" — What We Do Instead
This is the situation we care most about — because it matters to us far beyond the refund question.
Ayurvedic medicines work differently from allopathic drugs. They work over time, with consistency, at the right dosage, at the right time of day, and in alignment with your body's constitution. A customer who takes Ashwagandha for 4 days and notices nothing is not experiencing a product failure — they are experiencing a common misalignment of expectations.
Rather than simply saying "no refund on opened products" and leaving you there, we do this:
- We call you. A knowledgeable member of our team — someone who understands our formulations deeply — will speak with you personally. This is not a call centre script. It is a genuine conversation.
- We review your usage. When were you taking it? What dose? With or without food? What were you expecting? Most of the time, a small correction in timing or dosage makes a significant difference.
- We guide you forward. If after a proper trial period the product genuinely isn't suitable for your condition, we will tell you honestly — and suggest what might work better, even if it means recommending something we don't sell.
Why we do this instead of refunds: We have been in this business since 1993. We know our medicines work when used correctly. A refund sends you away disappointed. A conversation keeps you healthy. We will always choose the conversation.
6Order Cancellations
Orders can be cancelled under the following conditions:
- Before dispatch: Full cancellation and refund — contact us within 12 hours of placing your order. We will cancel and process a full refund to your original payment method within 5–7 working days.
- After dispatch but before delivery: We cannot intercept shipments once dispatched. Please refuse the delivery at the door — the product will be returned to us and a refund processed after receipt and inspection.
- After delivery: The standard 7-day return policy applies as described above.
To cancel an order, contact us immediately at adlaymrt@gmail.com or +91-9808171003 with your order number.
7Refund Timelines
| Refund Type | Processing Time (from our end) | Total time to reflect in account |
|---|---|---|
| Order cancelled before dispatch | 2–3 working days | 5–8 working days |
| Approved return — replacement not possible | 2–3 working days after product receipt | 7–10 working days |
| Change of mind — unopened product returned | 3–5 working days after product receipt and inspection | 8–12 working days |
| UPI / Net Banking refunds | Typically faster — often within 3–5 working days total | |
| Credit / Debit card refunds | Dependent on issuing bank — typically 5–10 working days after we initiate | |
If your refund has not appeared after the timeframe above, please first check with your bank. If the issue persists, contact us with your order number and we will investigate with our payment gateway partner.
8Your Rights Under Indian Consumer Law
This policy operates in full compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. These laws guarantee your right to a remedy for defective goods, and nothing in this policy is intended to restrict rights you are entitled to under Indian law.
If you feel your concern has not been addressed fairly after contacting us, you have the right to file a complaint with the National Consumer Helpline (NCH) at 1800-11-4000 or through the Consumer Court in your jurisdiction.
We are confident that genuine concerns raised with us directly will always be resolved fairly — because our reputation, built over 30 years, means more to us than any individual transaction.
Need to Raise a Return Request?
Contact us directly — a real member of our team responds within 24 working hours. Please have your order number and photographs ready.
Return & Refund Policy
At ADLAY, we strive to provide high-quality Ayurvedic products. Due to the nature of healthcare products, we maintain a strict return and refund policy to ensure safety and hygiene.
1. Return Policy
- Returns are only accepted if the product is damaged, defective, or incorrect at the time of delivery.
- The request must be raised within 48 hours of delivery.
- The product must be unused, unopened, and in its original packaging.
2. Refund Policy
- Once your return request is approved, the refund will be processed within 5–7 business days.
- Refunds will be issued through the original payment method.
- In case of Cash on Delivery (COD), refunds will be processed via bank transfer.
3. Non-Returnable Items
- Opened or used products
- Products without original packaging
- Items returned after the specified time period
4. Cancellation Policy
- Orders can be canceled before dispatch only.
- Once the order is shipped, cancellation will not be possible.
5. Shipping Charges
- Shipping charges are non-refundable unless the product received is damaged or incorrect.
6. Contact Us
If you have any concerns regarding returns or refunds, please contact us:
📧 Email: vickyilluded@gmail.com
📞 Phone: +91 8527806555
