Returns & Refunds

Q1. What is your return policy?

We accept return or replacement requests within 48 hours of delivery for products that are damaged, incorrect, expired, or missing from your order. Products must be unopened, unused, and in their original packaging with all seals intact.

Q2. How do I initiate a return or replacement?

You can raise a request by emailing us at dsavoryhelpdesk@gmail.com
or through your order dashboard on our website. Please include your order number, contact details, product details, and reason for return along with photographs (if applicable).

Q3. How long does the refund process take?

Refunds are processed within 3–7 working days after we receive and verify the returned item at our warehouse. The credited amount will reflect in your bank account within a few additional days (1-2 working days), depending on your bank's processing time.

Q4. Are shipping charges refundable?

Shipping fees are non-refundable, except when the return is due to an error on our part (e.g., wrong product delivered, damaged product, or expired product). In such cases, we bear the complete return and replacement cost.

Q5. Can I return a product that I have opened or used?

No, opened, used, or tampered products cannot be returned for safety, hygiene, and quality assurance reasons. This is especially important for health and wellness products to maintain product integrity.

Q6. What products are eligible for return?

Products eligible for return include:
- Wrong product delivered
- Expired or near-expiry products
- Damaged or defective products
- Incomplete orders or missing items
- Products with compromised or tampered packaging

Q7. What products cannot be returned?

Products that cannot be returned include:
- Opened, used, or partially consumed products
- Products with broken seals or tampered packaging
- Products without original packaging, invoice, or labels
- Return requests made after 48 hours of delivery
- Products damaged due to customer negligence or improper storage

Q8. Will I get a replacement or refund?

You can choose either a replacement or refund, subject to stock availability. If the same product is unavailable, we will offer:
- A suitable alternative of equal or greater value, OR
- A full refund to your original payment method

Q9. How will I receive my refund for Cash on Delivery (COD) orders?

Refunds for COD orders are processed via bank transfer. You will need to provide your bank account details (Account Number, IFSC Code, Account Holder Name) via email to dsavoryhelpdesk@gmail.com. The refund will be credited within 3-7 working days of providing the details.

Q10. What if the product is not delivered due to my unavailability?

If the product is returned to our warehouse due to your unavailability or incorrect address, we will:
- Deduct actual shipping charges from your refund amount, OR
- Charge actual shipping costs for re-delivery

 Shipping & Delivery

Q11. How long does delivery take?

Orders are dispatched within 24 working hours of order confirmation (excluding weekends and public holidays) and typically delivered within 2–5 business days after dispatch, depending on your location and courier partner's service timeframe.

Q12. What are the shipping charges?

A flat shipping fee of ₹99 applies to all orders below ₹499. Delivery is free on orders worth ₹499 or more (unless otherwise specified in promotional offers).

Q13. Do you deliver across India?

Yes, we deliver pan-India through reliable and authorized courier partners. Delivery times may vary based on your pin code, state, geographic location, and courier availability in your area.

Q14. How can I track my order?

Once your order is dispatched, you'll receive a tracking link via email and SMS. You can also track your order anytime by:
- Logging into your account on our website
- Checking "My Orders" section
- Using the tracking ID on the courier partner's website

Q15. What happens if I miss the delivery?

If the courier is unable to deliver due to your unavailability:
- The courier will attempt redelivery (typically 1-2 more attempts)
- You will receive notifications for each delivery attempt
- If all attempts fail and the package is returned to us, reshipment charges equivalent to actual shipping costs will apply

Q16. Can I change my delivery address after placing the order?

Address changes are not possible after order confirmation and dispatch. Please ensure you provide the correct and complete delivery address during checkout.

Q17. Do you provide delivery on Sundays and public holidays?

Delivery on Sundays and public holidays depends on the courier partner's availability in your area. Some locations may have delivery services on these days, while others may not.

Q18. What should I do if my order is delayed?

Delivery timelines are estimates and may vary due to:
- Weather conditions and unforeseen circumstances
- Courier partner delays
- Remote or difficult-to-access locations
- National holidays and courier suspensions

If your order is significantly delayed, please contact us at 8291017687 & via email at dsavoryhelpdesk@gmail.com with your order number and tracking ID.

Q19. Will I be notified about my order status?

Yes, you will receive notifications at every stage:
- Order confirmation (email and SMS)
- Order dispatch confirmation with tracking details
- Out for delivery notification
- Delivery confirmation

Q20. What should I check upon delivery?

Please inspect your package immediately upon delivery:
- Check for any visible damage to the outer packaging
- Verify the product against your order confirmation
- Check product seals and packaging integrity
- Note the expiration date
- Report any issues within 24 hours of delivery with photographic evidence

 Payments and Security

Q21. What payment modes are accepted?

We accept multiple secure payment options:
- UPI (Google Pay, PhonePe, Paytm, etc.)
- Credit Cards (VISA, Mastercard, American Express, RuPay)
- Debit Cards (All major Indian banks)
- Net Banking (All major Indian banks)
- Digital Wallets (Paytm, PhonePe, Mobikwik, PayPal, etc.)
- E-Gift Cards (Dsavory Wellness gift cards and partner cards)
- Cash on Delivery (COD) (Available in selected areas)

Q22. Is it safe to make a payment on your website?

Absolutely. All transactions are:
- Encrypted using SSL/TLS technology
- Processed via PCI DSS–compliant payment gateways
- Compliant with RBI security standards and guidelines
- Fully secure and protected against unauthorized access

We do not store your complete credit/debit card details, CVV codes, or UPI PINs on our servers.

Q23. I was charged but didn't receive an order confirmation. What should I do?

Please contact our support team immediately at 8291017687 & write to us via email dsavoryhelpdesk@gmail.com with:
- Your payment reference number or transaction ID
- Screenshot of payment confirmation (if available)
- Order details (if any)

We will verify the transaction with our payment gateway and confirm your order within 24-48 hours.

Q24. Do you offer Cash on Delivery (COD)?

Yes, COD is available for most delivery locations across India. A small COD convenience charge may apply on Cash on Delivery orders. COD charges are non-refundable.

Q25. Can I get an invoice for my order?

Yes, every order comes with a tax invoice that will be:
- Sent to your registered email address
- Included in the package at the time of delivery
- Available for download from your account dashboard under "My Orders"

Q26. What if my payment fails during checkout?

If your payment fails:
- Check your internet connection and try again
- Ensure your card/account has sufficient balance
- Verify your card is enabled for online transactions
- Try an alternative payment method
- Contact your bank if the issue persists

If the amount was deducted but the order was not confirmed, contact us immediately with transaction details.

Q27. Are there any hidden charges?

No, there are no hidden charges. The final amount you see at checkout includes:
- Product price
- GST and applicable taxes
- Shipping charges (if order is below ₹499)
- COD charges (if applicable)

Q28. Can I use discount coupons with COD orders?

Yes, discount coupons and promotional codes can be applied to both prepaid and COD orders, unless specifically mentioned otherwise in the coupon terms.

Q29. How do refunds work for different payment methods?

For Prepaid Orders (Card/Net Banking/UPI/Wallet):
- Refund credited back to the original payment method
- Processing time: 3-7 working days

For COD Orders:
- Refund via bank transfer to your account
- You must provide bank details via email
- Processing time: 3-7 working days after receiving bank details

Q30. Do you store my payment information?

No, we do not store sensitive payment information such as:
- Full credit/debit card numbers
- CVV/CVC codes
- UPI PINs or passwords
- Net banking credentials

All payment processing is handled securely by authorized third-party payment gateways.

 Privacy & Data Protection

Q31. Is my personal data safe with Dsavory Wellness?

Yes. Your privacy is our top priority. We comply with:
- Digital Personal Data Protection Act, 2023 (DPDPA)
- Information Technology Act, 2000
- Consumer Protection Act, 2019

We implement robust security measures including encryption, firewalls, access controls, and regular security audits to protect your data.

Q32. What kind of information do you collect?

We collect only necessary information for providing our services:
- Personal Information: Name, email, phone number, address
- Order Information: Products purchased, order history, transaction details
- Technical Information: IP address, browser type, device information
- Preference Information: Wishlist, product preferences, communication preferences
- Limited Wellness Information: Voluntarily provided information like skin/hair type for product recommendations (not medical diagnoses)

Q33. Do you share my information with third parties?

We share your information only with trusted service providers who help us deliver our services:
- Payment Gateways: For processing transactions securely
- Courier Partners: For product delivery and tracking
- IT Service Providers: For website hosting, email, and SMS services
- Analytics Platforms: For improving website performance (data is anonymized)

All third parties are bound by strict confidentiality agreements and are required to protect your data.

Q34. How can I access, update, or delete my account data?

You can:
- Access your data: Log into your account or email support@dsavorywellness.in
- Update your data: Edit your profile in the account settings or contact support
- Delete your data: Email privacy@dsavorywellness.in with a deletion request

Requests are acknowledged within 48 hours and resolved within 30 days, subject to legal retention requirements.

Q35. Do you use cookies on your website?

Yes, we use cookies to:
- Enable essential website functionality (login, cart, checkout)
- Analyze website traffic and user behaviour
- Personalize your shopping experience
- Remember your preferences

You can manage cookie preferences through your browser settings. Note that disabling certain cookies may affect website functionality.

Q36. Can I opt out of marketing communications?

Yes, you can opt out anytime:
- Click the "Unsubscribe" link at the bottom of marketing emails
- Reply with "STOP" to SMS marketing messages
- Update your communication preferences in your account settings
- Contact us at support@dsavorywellness.in

You will still receive essential transactional emails (order confirmations, shipping updates, etc.).

Q37. How long do you retain my personal data?

We retain data only as long as necessary:
- Order/Transaction Data: Minimum 7 years (for tax and legal compliance)
- Account Data: As long as your account is active
- Marketing Data: Until you unsubscribe
- Support Data: Minimum 3 years for dispute resolution

Q38. Do you collect data from children?

No. Our website and products are intended for adults (18+ years). We do not knowingly collect personal data from children under 18. If we discover such data, it will be deleted immediately.

 Terms, Policies & Product Information

Q41. Are your products safe and approved?

Yes, all products are:
- Manufactured in GMP-certified facilities
- Compliant with AYUSH regulations and FSSAI guidelines
- Tested for purity, efficacy, potency, and safety
- Made with natural, high-quality ingredients

Each product comes with a Quality Assurance Guarantee.

Q42. Do products come with any warranty?

Yes, all products come with a Quality Assurance Guarantee. If you receive a defective, expired, or damaged product, contact us immediately for:
- Free replacement, OR
- Full refund

Defect claims can be made within 30 days of purchase with proper documentation.

Q43. How can I cancel my order?

You may cancel your order:
- Before Dispatch: Within 24 hours of order placement with no penalty. Full refund will be processed within 3-5 working days.
- After Dispatch: Cancellation is not possible. You must accept delivery and initiate a return request as per our Return Policy.

Q44. Can I use your products as a substitute for medical treatment?

No. Our Ayurvedic and wellness products are for general health support and wellness only. They are not intended to diagnose, treat, cure, or prevent any disease.

Important:
- Always consult a qualified healthcare professional before using any product
- Do not use as a substitute for prescribed medical treatment
- Seek medical advice if you have pre-existing conditions, are pregnant/breastfeeding, or taking medications

Q45. Are there any age restrictions for your products?

Some products may have age recommendations or restrictions. Always check:
- Product description for age suitability
- Product label for usage instructions
- Consult a healthcare professional for children, elderly, or pregnant/breastfeeding individuals

Q46. What should I do if I experience an adverse reaction?

If you experience any adverse reaction or side effects:
1. Stop using the product immediately
2. Consult a healthcare professional
3. Contact us at 8291017687 & write to us at dsavoryhelpdesk@gmail.com
with:
   - Your order number
   - Product batch number
   - Detailed description of the reaction
   - Medical documentation (if available)

We will investigate and cooperate with authorities as needed.

Q47. How should I store the products?

- Store in a cool, dry place away from direct sunlight
- Keep products tightly closed after opening
- Store away from moisture and heat
- Keep out of reach of children
- Follow specific storage instructions on the product label

Q48. What is the shelf life of your products?

Each product has a specific shelf life mentioned on the packaging. We ensure:
- Products are shipped with adequate remaining shelf life
- No expired or near-expiry products are dispatched
- Expiration dates are clearly visible on packaging

After opening, consume products within the timeframe specified (typically 1-2 months).

Q49. Can I purchase products in bulk for resale?

No. Our products are for personal use only. Bulk purchases for resale or commercial distribution are prohibited. Violation may result in:
- Order cancellation
- Account suspension
- Legal action

For wholesale or B2B inquiries, contact us separately at business@dsavorywellness.in.

Q50. Where can I read the full Terms & Conditions and Policies?

You can find detailed policies on our website:
- Terms & Conditions: [www.dsavorywellness.com/terms-and-conditions]
- Refund & Return Policy: [www.dsavorywellness.com/refund-policy]
- Shipping Policy: [www.dsavorywellness.com/shipping-policy]
- Privacy Policy: [www.dsavorywellness.com/privacy-policy]

All policies are accessible from the website footer.

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 Customer Support & Grievance

Q51. How can I contact customer support?

You can reach us through multiple channels:

📧 Email: dsavoryhelpdesk@gmail.com

📱 Phone:+918291017687
💬 Live Chat: Available on website during business hours
📍 Address: 
🌐 Website: www.dsavory.com

Q52. What are your customer support hours?

Our customer support is available:
- Monday to Saturday: 9:00 AM – 6:00 PM IST
- Public Holidays: Limited support (emergency queries only)

Email and online queries are responded to within 24-48 hours.

Q53. How long does it take to resolve a complaint?

Our grievance resolution process:
- Acknowledgment: Within 48 hours
- Investigation: 5-7 working days
- Resolution: Within 30 days of complaint submission
- Escalation: Available if not resolved within stipulated time

Q54. Where can I lodge a formal complaint?

For formal complaints or grievances:

Grievance Officer:
Name: [Insert Name]
Email: grievance@dsavorywellness.in
Phone: [Insert Phone Number]
Address: [Insert Complete Business Address]

 Additional Information

Q56. Do you have a physical store?

NO

Q57. Can I order over the phone?

Yes, you can place orders by calling our customer support at +918291017687  during business hours. Our team will assist you with product selection and order placement.

Q58. Do you offer gift wrapping?

NO

Q59. Can I purchase gift cards?

No

Q60. Do you have a loyalty or rewards program?

As of no, but soon this will be available

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 Contact Information

Dsavory Wellness Pvt Ltd

📧 General Inquiries: +918291017687
📧 Grievances: +918291017687

📧 Business/Wholesale: +918291017687

📱 Customer Support: +918291017687

🌐 Website: www.dsavory.com

📍 Registered Office:
H.N 307, Sector A, Omaxe Coty, Lucknow - 226025

Business Hours:
Monday to Friday: 9:00 AM – 6:00 PM IST

For more detailed information, please refer to our comprehensive policies available on our website.

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Thank you for choosing Dsavory Wellness Pvt Ltd. We are committed to providing you with high-quality wellness products and excellent customer service. If you have any questions not covered in this FAQ, please don't hesitate to contact us.