The Short Version
We accept returns and issue full replacements or refunds for genuine product issues: wrong item delivered, damaged in transit, or a manufacturing defect. We do not accept returns of opened or used consumable products, or for "didn't see results" reasons. Here is the full policy.
1. What Can Be Returned
a) Wrong product delivered
If you receive a product different from what you ordered (wrong SKU, wrong quantity, or a completely different item), contact us within 48 hours of delivery. We will arrange a pickup and either send you the correct product or issue a full refund — your choice.
b) Damaged in transit
If your shipment arrives with visible damage to the outer packaging that has affected the product inside, photograph both the outer packaging and the product and contact us within 48 hours of delivery. We will arrange a replacement shipment at no cost to you.
c) Manufacturing defect
If upon opening a sealed product you find a broken seal (other than the one you opened), foreign matter, significant underfill, or any other clear manufacturing abnormality, contact us within 7 days of delivery with photographs. We will replace the product or issue a refund after verification.
2. What Cannot Be Returned
The following are not eligible for return or refund:
- Change of mind after delivery. Once a product has been delivered to you in good condition as ordered, we cannot accept a return on the basis of changed preference.
- Opened or partially used product. Retro Verse products are oral dietary supplements. For hygiene, safety, and tamper-evidence reasons, we cannot accept returns of products once the inner seal has been broken. This is standard practice for consumable health products under Indian consumer law.
- "Didn't see results." Individual responses to Ayurvedic supplementation vary. Not experiencing a specific outcome is not a product defect. Please read our Disclaimer carefully. If you have concerns about efficacy or whether the product is right for you, speak to our expert before purchasing.
- Damage caused by improper storage. If the product was exposed to excessive heat, moisture, direct sunlight, or stored contrary to the instructions on the label, the resulting degradation is not eligible for a claim.
- Claims raised after the time window. Wrong-item and transit-damage claims must be raised within 48 hours of delivery. Manufacturing-defect claims within 7 days.
3. How to Initiate a Return or Claim
- Email hello@retroverse.in with the subject line "Return/Replacement — [Your Order Number]". Include:
- Your order number (e.g., KT-YYYYMMDD-XXXX)
- Clear photographs of the issue
- A brief description of what happened
- Our team will review your claim within 24 business hours and respond with either a resolution or a request for additional information.
- If the claim is approved and a physical return is required, we will arrange a reverse pickup at no cost to you. You do not need to courier the item yourself.
4. Refund Timelines
Once your return is received and verified (typically within 3–5 business days of pickup), refunds are processed as follows:
- Razorpay (UPI, debit/credit card, netbanking): Refund initiated within 2 business days of approval. Credit to your original payment method in 5–7 business days, depending on your bank.
- Cash on Delivery (COD) orders: We will request your bank account details (account number and IFSC code). Refund via NEFT within 7–10 business days of receiving your bank details.
Refunds are issued only to the original payment method. We do not issue cash refunds or wallet top-ups.
5. Order Cancellations
Cancellation by you
You may cancel your order yourself from your account orders page as long as the order status is Pending or Paid. Once the order moves to Processing or beyond, it has entered our fulfilment pipeline and may not be cancellable online.
If your order is in Processing or Shipped status and you need to cancel, email us immediately at hello@retroverse.in. We will do our best to intercept the shipment, but we cannot guarantee cancellation at that stage.
Cancelled prepaid orders receive a full refund with no penalty.
Cancellation by us
We may cancel an order if the product becomes unavailable, we detect a pricing error, or we identify a fraud risk. You will be notified by email and receive a full refund automatically.
Refused or undeliverable COD orders
If you refuse a COD delivery at the door or your order is returned undelivered after 3 attempts, the order is automatically cancelled. No charge is applied.
6. Disputes and Escalation
If you are not satisfied with our resolution, you may escalate to our Grievance Officer:
- Name: [INSERT GRIEVANCE OFFICER NAME]
- Email: privacy@retroverse.in
- Address: Retro Verse Pvt. Ltd., Sector 56, Gurugram, Haryana 122011
You also retain the right to approach the National Consumer Helpline (1800-11-4000) or a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
7. Contact
For all return and refund queries: hello@retroverse.in or our Contact page. Please quote your order number in all communications.