Refund policy

If you encounter any leakage or damage to the product during delivery, please follow these steps for a prompt resolution:

  1. Send us an email within 48 hours of the delivery date at info@biossential.in, including the following details:
    • Complaint Order Number
    • Invoice number
    • Details of your request or complaint
    • Images or videos supporting the complaint with Batch details clearly visible. Please include:
      • Clear images or video of the non-sealed, leaking, or broken products, along with images or video of any spillage.
      • Images or video showing the seal has been tampered with (if applicable).
      • Clear images or video of any empty, faulty, or missing product, along with images or video of spillage (if applicable).
      • Images or video showing the condition of the internal and outer packaging, including the mono-carton and outer packaging.
  1. Once we receive all necessary details, our team will respond within 3 working days to address your complaint or query. If an exchange is approved, you will be provided with an authorization number, and a reverse pick-up of the product will be arranged.
  2. For product refunds, once your request is approved, the refund will reflect in your account within 10-15 days. You will receive an email confirming the refund.
  3. When returning products for exchange, ensure they are packed in the same packaging as received and accompanied by the original receipt. Include a document stating the address of dispatch, customer name and address, order number, and contents of the package.
  4. Email this document and share an image of the reverse pick-up consignment (inside and outside packaging) with our Customer Care representative.
  5. Once the package is received by our warehouse team, the exchange order will be processed within 24 hours. You will be informed of the new consignment tracking details.

Please note that orders for Gift boxes are not eligible for exchange or refund. Additionally, Biossential Online is not responsible for any damage occurring after delivery.

If you have any further questions or require assistance, feel free to contact our Customer Care team.

 

Product Quality Related Complaints

 Please ensure you reach out to us at info@biossential.in within 7 days of receiving the product if you have any concerns regarding its quality. Kindly include the following details in your email. We will promptly review your inquiry and respond within 24 to 48 hours:

  • Order number
  • Product that is highlighted for quality issue
  • Details of your Request
  • Images or videos to support the complaint along with an image of the back label of the product where the Batch details are clearly visible

 

 

In the event that a quality issue is brought to our attention, our team will promptly connect you with an in-house Ayurvedic Doctor within 2 working days. Following a thorough discussion with our Doctor and their assessment of the situation, our customer service representative will guide you through the process of returning the product to our factory for a comprehensive quality assessment.

The quality report will be made available within 7 working days from the date of receiving the product for inspection. When sending the product for inspection, please ensure that it is accompanied by the original receipt and a document containing the following information:

  • Address of dispatch
  • Name & Address of the customer
  • Order number
  • Contents of the package

 


Additionally, please send an email containing this document and provide an image of the reverse pick-up consignment (both inside and outside packaging) to our Customer Care representative with whom you have been corresponding via email.

If the product successfully passes the quality assessment and aligns with the reported complaint, we will initiate the return/exchange process within 7 days of the consignment being received by our quality inspection team. Please note that the entire quality inspection process, from pick-up to the final response, will require a minimum period of 3 weeks.

It's important to mention that damages resulting from neglect, improper usage, or incorrect application are not covered under our Exchange/Returns Policy. Similarly, exchange of products due to allergic reactions or skin issues is not applicable. Additionally, exchanges prompted by personal preferences such as dislike of fragrance or color, without proof of quality issues with the product itself, will not be accepted.

 

No Cash Refunds are Permitted.

 

 

Cash on Delivery (COD) Policy

Here are the key points regarding our ordering and delivery policies:

  • For domestic orders exceeding INR 2,999/-, we offer the 'Cash on Delivery' option. We maintain stringent safety measures in collaboration with our courier partners to ensure the safety of your package.
  • If you anticipate being unavailable during delivery, please provide an alternative address or contact details of a reliable individual within 48 hours of placing your order. Email us at info@biossential.in to facilitate successful delivery.
  • In the event of a 'Cash on Delivery' order being returned due to unavailability or any other reason, we'll resend the order only upon conversion to a prepaid order after delivery failure.
  • Customers opting for 'Cash on Delivery' will receive a confirmation call for their orders. Failure to respond to calls will result in a cancellation notification via email. Customers may confirm order processing by responding to the email.
  • Repeated refusal of 'Cash on Delivery' orders will render the customer ineligible for future 'COD' orders. Prepaid orders will be the only available option thereafter.
  • Any claims regarding shortages or damages must be reported to our customer service team within 48 hours of delivery. Contact us promptly at info@biossential.in to address such issues. Claims raised beyond this timeframe will not be entertained.
  • Once an order is placed, shipping/billing addresses cannot be altered, and no modifications can be made post-order placement. Reach out to our Customer Care team for assistance or inquiries via email at info@biossential.in or through our chat support, available Monday to Saturday, from 9:30 AM to 6:30 PM IST.
  • To cancel a 'Cash on Delivery' order, notify our customer service team via email at info@biossential.in on the same day the order was placed, mentioning the order number.
  • Refunds for 'Cash on Delivery' orders will be processed through the Biossential online Scheme; refunds in the original mode of payment are not available.