Refund and Cancellation

Cancellation

We understand that circumstances may change, and you may need to cancel your order. If your order has not yet been dispatched, you can request a cancellation by emailing our customer support team at care@stayalivewellness.com. Upon cancellation, the refund will be processed back to the original payment source within 7 working days. Please note that once an order has been shipped, it cannot be cancelled.

Returns

We accept returns only under the following circumstances:

• Wrong product delivered.
• Product past its expiration date.
• Incomplete order or missing products.

Please note that returns will not be accepted under the following circumstances:

• Opened / Used / Altered products.
• Original Packaging (cartons, labels, etc.) missing.
• The Return/ Replacement request is generated after 3 days from the date of delivery.
• The product being returned for any other reason apart from the above mentioned.
• Issues such as stomach upset, headache, flavour appeal, flavour difference from one brand to another, etc., would not be applicable for return. Please consult with your doctor before buying the product.

To request a return, please email us at care@stayalivewellness.com within 3 days of delivery, providing the following details:

• Order ID
• Name
• Registered phone or email address
• Reason for return
• Images of the product(s) as proof

Please note that returns will not be accepted for any other reason.

Process

Upon receiving your return request, we will review it within 24 working hours. If your return request meets our criteria, we will arrange for the product(s) to be picked up or returned via courier.

Refunds

Refunds will be issued under the following circumstances:

• Product ordered is out of stock.
• Shipping address is not serviceable.
• Return request meets our criteria.
• You were charged multiple times for a single order from the same email address.

We would not offer a refund if:

• The shipping address you entered while placing an order is incorrect.
• You refused to accept the delivery or are not cooperating with the delivery partner, resulting in an undelivered product.
• If you do not comply with the returns policy stated above.

The refund amount will be credited back to the original payment source within 7 working days for online payments made using debit or credit card, wallets, or UPI. For any other payment method, refunds will be processed to the original source payment method within 14 working days.

Return Pick-up

If your location is serviceable, we will arrange for a reverse pick-up within 1 to 2 days of receiving your return request. If reverse pick-up is not available at your location, you will need to self-ship the product via a reliable courier partner.