Refund & Returns
Policy Version: 2.1 | Updated March 2026At Divi Health Sciences, we uphold the most stringent quality control standards in the industry. Because our precision formulations are clinical-grade ingestible products, we maintain an uncompromising Hygiene and Patient Safety Protocol.
1. Cancellation Policy
We understand that clinical requirements can change. Our cancellation windows are as follows:
- Immediate Cancellation: You may cancel your order within 4 hours of placement for an automated 100% refund.
- Pre-Dispatch: If the order has been processed but not yet handed to the logistics partner, cancellation is possible via WhatsApp support at +91 91573 20051.
- Post-Dispatch: Once a shipment is "In-Transit," it cannot be canceled. If delivery is refused, a restocking fee of ₹150 will be deducted from any eligible refund.
2. Eligibility for Returns & Replacements
A return or replacement request is considered a "Clinical Discrepancy Claim" and will be approved only under the following conditions within 7 days of delivery:
A. Technical Error in Fulfillment
If the formulation delivered does not match your prescribed order (e.g., you ordered METIRIS Sachet but received METIRIS-MB).
B. Compromised Product Integrity
If the product arrives with a broken outer cap, a ruptured sachet, or a damaged induction seal. (Note: Minor cosmetic scuffs on the outer cardboard box that do not affect the internal formulation are not eligible for replacement).
C. Batch Expiry
In the highly unlikely event that the product delivered has less than 3 months of remaining shelf life.
3. The "Unboxing" Protocol
To protect both the patient and the brand from fraudulent claims, we strongly recommend recording a 360-degree unboxing video. This video serves as definitive evidence of the product's condition upon arrival and accelerates the approval of your claim.
4. Claims Process & Timeline
If you have identified a discrepancy, follow these steps to initiate a review:
5. Refund Resolution
Once a claim is validated and approved:
- Replacement: A new, inspected unit will be dispatched within 24 hours at no additional cost to you.
- Refund to Source: If you opt for a refund, it will be credited to your original payment method (UPI, Credit Card, or Net Banking) within 5 to 7 business days.
- COD Orders: For Cash on Delivery orders, refunds will be processed via a secure Razorpay Payout link or bank transfer once you provide valid bank details.
6. Non-Refundable Scenarios
Refunds will not be issued in the following cases:
- Individual biological non-responsiveness (Results vary based on individual metabolic profiles).
- Taste or texture preferences (Our clinical formulations prioritize efficacy over artificial flavoring).
- Change of mind after the product has been unsealed.
- Requests made after the 7-day post-delivery window.