Return & Exchange Policy – Hitamveda

At Hitamveda, we are committed to providing quality Ayurvedic hair care and skincare products with care and attention. We take great care in preparing, packaging, and dispatching your orders. However, if you receive a damaged, defective, leaking, or incorrect product, we are here to review your concern and assist you in accordance with this Return & Exchange Policy.

Please read this policy carefully before placing an order on our website.

1. Return & Exchange Eligibility

Returns and exchanges may be considered in the following circumstances:

• Damaged Product: If your product arrives damaged during transit.

• Defective Product: If the product has a verified manufacturing defect or another genuine quality issue.

• Incorrect Product Delivered: If you receive a product different from the one mentioned in your order confirmation.

• Missing or Incorrect Items: If an item is missing from your package or the quantity delivered does not match your order.

• Leakage or Packaging Damage: If the product container is leaking or the packaging is damaged in a way that affects the product.

All requests are subject to verification by the Hitamveda team. Submitting a return or exchange request does not automatically guarantee approval.

2. Mandatory Photo & Video Evidence

To help us verify a concern fairly, clear and valid photographic and video evidence is required for return or exchange requests involving damage, defects, leakage, incorrect products, or missing items.

Customers must provide the following, wherever applicable:

• Clear photographs of the product received.

• A video clearly showing the reported damage, defect, leakage, or incorrect item.

• Photographs of the outer shipping package and shipping label.

• Photographs of the product packaging, seal, batch details, and other relevant product information.

• An unboxing video, if available, showing the package being opened and the product being taken out.

The submitted photographs and videos must be genuine, clear, relevant to the order, and sufficient to help our team understand the reported issue. Edited, misleading, incomplete, or unrelated evidence may prevent us from verifying the claim.

For the quickest review, we recommend recording an unboxing video while opening your parcel and retaining the original packaging until your concern has been resolved.

Important: Our team will review the evidence and verify the order details before deciding whether a return, replacement, exchange, or refund is appropriate. We may request additional information if the evidence provided is insufficient.

3. Time Limit for Reporting an Issue

Customers should report any damage, leakage, defect, incorrect item, or missing product as soon as possible after delivery.

We recommend submitting the request within 48 hours of receiving the order, along with the required photographs and videos. This helps us investigate possible transit damage and verify the condition of the shipment.

Please note that this proposed reporting period should be confirmed by Hitamveda before publication. Nothing in this policy is intended to exclude any rights or remedies available to customers under applicable law.

4. Products Generally Not Eligible for Return or Exchange

Because Hitamveda offers Ayurvedic personal-care products, hygiene and product-safety considerations are important.

Subject to applicable law and the exceptions described in this policy, the following may generally not be eligible for a change-of-mind return or exchange:

• Products that have been opened, used, or partially consumed.

• Products with a broken seal or damaged inner packaging where the issue is not attributable to damage or error on our part.

• Products returned without their original packaging, accessories, or identifying details, where these are necessary to verify the claim.

• Products damaged after delivery due to improper storage, handling, or use.

• Requests based solely on a change of mind, personal preference, fragrance preference, or a customer's subjective expectations.

• Products purchased from an unauthorised seller or a platform other than the official Hitamveda website, which must be addressed through the relevant seller or platform.

These exclusions do not apply where a return, replacement, refund, or other remedy is required under applicable law, including in cases involving verified defects, incorrect products, or other eligible complaints.

5. How to Request a Return or Exchange

If you believe your order qualifies for a return or exchange, please follow these steps:

Step 1: Contact Us

Reach out to Hitamveda customer support using the contact details provided on our website.

Step 2: Share Your Order Details

Provide the following information:

• Full name used when placing the order.

• Order number.

• Registered email address or phone number.

• Name of the product concerned.

• A clear description of the issue.

Step 3: Submit Photo and Video Evidence

Attach clear photographs and relevant videos showing the product and the issue. Include the shipping label and outer packaging wherever relevant.

Step 4: Verification by Our Team

Our team will review the complaint, examine the evidence provided, and verify the order details. We may contact you for additional photographs, videos, or information if required.

Step 5: Resolution

If the request is approved, our team will inform you of the next steps. Depending on the nature of the issue, the available resolution may include a replacement, exchange, refund, or another appropriate remedy in accordance with applicable law.

Please do not send a product back before receiving return instructions from our team.

6. Verification and Approval Process

Every return or exchange request is assessed individually. Our review may consider:

• Whether the order was placed through the official Hitamveda website.

• Whether the reported issue is consistent with the photographs and videos supplied.

• The condition of the product and its packaging.

• Whether the request was submitted within the applicable reporting period.

• Whether the product is eligible for the requested resolution.

If the evidence is insufficient, we may request additional information before reaching a decision. A request may be declined where the issue cannot be verified or the product does not qualify under this policy, subject to applicable consumer rights and legal requirements.

7. Damaged, Defective, or Incorrect Products

If your parcel arrives damaged, the product is leaking, a genuine defect is identified, or you receive an incorrect item, please contact us promptly with the necessary evidence.

Once the issue has been verified, Hitamveda will communicate the appropriate resolution. Where a replacement or exchange is approved, availability of the relevant product may affect the process. If a replacement is unavailable, we will communicate the available options in accordance with applicable law.

Customers should retain the product and its packaging until the verification process is complete. Do not discard or return the item unless our team provides instructions.

8. Refund Policy

Refunds are not automatic upon submission of a complaint. The request must first be reviewed and approved, except where applicable law requires otherwise.

Where a refund is approved:

• The refund will be processed according to the applicable payment method and payment-provider procedures.

• The time taken for the amount to appear in the customer's account may depend on the payment provider or bank.

• Any applicable shipping charges, return-shipping costs, or other deductions will be handled in accordance with applicable law and the circumstances of the case.

• If a refund is required because of a verified error or failure attributable to Hitamveda, the resolution will be handled in accordance with applicable consumer-protection requirements.

Our team will communicate the refund procedure and any relevant details once the request has been reviewed.

9. Return Shipping and Product Collection

If a return is approved, our team will provide instructions on whether the product needs to be collected or sent back.

Responsibility for return-shipping costs will depend on the reason for the return, the circumstances of the complaint, and applicable law. Customers should not dispatch products independently before receiving confirmation and instructions from Hitamveda.

Where the return is due to a verified damaged, defective, or incorrect product, the applicable return or replacement arrangements will be communicated by our support team.

10. Order Cancellation

If you wish to cancel an order, please contact Hitamveda as soon as possible and provide your order number.

Cancellation may depend on whether the order has already been processed, packed, or dispatched. Once an order has been dispatched, it may no longer be possible to cancel it through the standard cancellation process. Any cancellation or refund will be handled subject to applicable law and the circumstances of the order.

11. Incorrect or Incomplete Information

Customers are responsible for providing accurate contact details, delivery information, and order details when submitting a complaint.

If the information or evidence supplied is incomplete, our team may request clarification before processing the request. Providing false, altered, or misleading information may affect the assessment of a claim, subject to applicable law.

12. Customer Responsibility

To help ensure a smooth resolution, customers are requested to:

• Check the package and its contents soon after delivery.

• Preserve the original packaging and shipping label when reporting an issue.

• Provide genuine and clear photographs and videos.

• Share accurate order information.

• Follow the instructions provided by our support team.

• Store and handle products according to the instructions provided with the product.

13. Our Commitment to Fair Resolution

At Hitamveda, we aim to handle genuine customer concerns fairly, transparently, and with care. Each request will be reviewed on its own merits, and we will communicate the outcome and next steps once the verification process is complete.

Nothing in this policy limits or overrides any rights available to consumers under applicable Indian law. Where any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

Contact Us

For any questions or concerns regarding returns, exchanges, damaged products, defective items, or refunds, please contact us using the details below.

Business Name: Hitamveda Enterprises

Email: hitamveda@gmail.com

Phone / WhatsApp: +91 82698 19080

Business Address: Punjabi Bag, Sabalgarh, Madhya Pradesh, India

Website: https://www.hitamveda.com/

Please include your order number, a brief description of the issue, and clear photographs and videos of the product wherever applicable. Our team will review your request and guide you through the next steps in accordance with our Return & Exchange Policy.