Refunds & Cancellations

Cancellation, Replacement & Refunds Policy

Cancellation Policy

Herbal Chakra believes in helping its customers as far as possible and therefore has a liberal cancellation policy for orders that have not yet been dispatched. Cancellations will be considered only if the shipment has not been dispatched for the order placed with us via our website i.e. purelyyours.com (the “Website”). Once the shipment has been dispatched, it cannot be cancelled.

If we suspect any fraudulent transaction, or a transaction that defies the terms and conditions of using the Website, we may, at our sole discretion, cancel such orders with or without providing any notification to you.

Cancellation before shipment

If the order or the product that you want has not yet been shipped, you can write to our customer support at care@purelyyours.com or call us on +91-9810036584 (Monday to Sunday, 10 am to 7 pm) to cancel your order.

In such cases, the order will be cancelled and the money refunded to you within 2–5 business days after the cancellation request is processed.

Please note: Once your order has been dispatched from our warehouse, it cannot be cancelled.

How will I get refunded for cancelled orders, and how long will this take?

In case of cancellation before shipment, we process the refund within 2–5 business days of receiving your cancellation request.

  • For payments made through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made, within 2–5 business days. It may take an additional 2–3 days for the amount to reflect in your account.
  • We also offer the option of a refund as Purely Yours store credit / coupons, which can be used for future purchases.

What if I used discount vouchers or loyalty points?

Discount vouchers are meant for one-time use only and shall be treated as used even if you have cancelled the order. If you have redeemed loyalty points to make payment for an order, the same will be credited back to your account in case of a cancellation.

Replacement Policy

Owing to the nature of the products we sell, medicines and pharmaceutical products once sold and delivered cannot be returned or exchanged. This is in line with standard pharmaceutical practice and is necessary to safeguard the health and safety of all our customers, as the storage conditions of medicines cannot be verified once they leave our warehouse. Customers are requested to carefully read the product details, composition, expiry date and dosage before placing an order, and to consult a qualified medical practitioner where required.

That said, we do offer a replacement (or, where replacement is not possible, a refund) in the limited cases listed below. Our shipments go through rigorous quality checks before leaving the warehouse and we work with leading logistics providers in India, so such cases are rare.

A replacement / refund request will be entertained only if:

  1. The product delivered is damaged or leaking in transit;
  2. The product delivered has a tampered or broken seal;
  3. The product delivered is expired or near-expiry at the time of delivery;
  4. You have received a wrong product (different from what was ordered); or
  5. The product is missing from the package.

Please note: Differences in product appearance, packaging design, taste, smell or colour due to natural variation, manufacturer changes, or batch-to-batch differences are not grounds for replacement. A change of mind, wrong product chosen by the customer, or a doctor changing the prescription after the order is delivered are also not valid grounds for replacement or refund.

How do I raise a replacement request?

You must raise your request within 48 hours of delivery. Requests received after this period cannot be processed, since the storage and handling of medicines cannot be verified beyond this window.

Step 1: Email our customer support at care@purelyyours.com within 48 hours of receiving the order.

Step 2: Share the following details:

  • Your order ID and registered contact number;
  • Clear photographs and/or a video of the issue, with the batch number, expiry date and product label visible;
  • A photograph of the invoice;
  • For damage or leakage: photos/video of both the product and the inner & outer packaging, including any spillage;
  • For a tampered seal: a clear photo showing the tampered seal;
  • For a wrong product: clear photos of the wrong product delivered, showing the batch details.

Without these details, your request cannot be processed.

Step 3: Our team will respond within 3 business days. If the request is approved, we will arrange a reverse pickup within 4–7 business days. The replacement or refund will be processed only once the product is received back at our warehouse in its original packaging, with seals, labels and barcodes intact, along with any complimentary product or free gift that came with it.

If a replacement is approved but the same product is not in stock, we will refund the full amount paid for that product.

When a replacement / refund will NOT be accepted

  • Request raised after 48 hours from the date of delivery;
  • Product returned without its original packaging, price tags, outer packaging, freebies or accessories;
  • Product whose serial / batch number has been tampered with or is not legible;
  • Product whose composition or condition has been altered after delivery;
  • Free gifts and complimentary products provided with an order;
  • Products bought during clearance, “short-expiry” or specially marked non-returnable sales;
  • Change of mind, change of prescription, or any reason not listed in the eligible cases above.

Do I need to return free gifts along with the product?

Yes. If a replacement is being processed, any free gift, sample or complimentary product included in the original order must be returned along with the product, in its original packaging with seals, labels and barcodes intact.

Can I raise a request for only one item from a multi-item order?

Yes. If you have ordered multiple products, you may raise a replacement / refund request for any individual eligible item. The item being returned must be sent back with its original packaging, seals, labels and barcodes intact, along with any complimentary product that came with it.

Refund Policy

Refunds will be issued only in the following cases:

  1. Cancellation of an order before it has been shipped;
  2. An approved replacement request where the same product is not available in stock;
  3. The customer refused to accept the delivery;
  4. The customer was not available across the delivery attempts made by our logistics partner;
  5. The delivery address provided was wrong, incomplete or unreachable.

For cases (3), (4) and (5), the refund will be processed only after the product has been received back from our logistics partner at our warehouse.

How long does a refund take?

  • Credit/Debit card or Net Banking: Refund will be credited to the same account/card used for payment within 2–5 business days from the date the product is received and verified at our warehouse (or, for pre-shipment cancellations, from the date of cancellation). It may take an additional 2–3 business days for the amount to reflect in your statement.
  • UPI / Wallet: Refund will be credited to the same UPI ID / wallet within 2–5 business days from the date the product is received and verified at our warehouse.
  • Cash on Delivery (COD): A bank transfer will be initiated against the bank details shared by you over email. This is completed within 2–5 business days from the date the product is received and your bank details are received. It may take an additional 2–3 business days for the amount to reflect in your account.
  • Store Credit / Coupons: As a faster alternative, we also offer refund through Purely Yours coupons that can be used for future purchases.

Changes to this Policy

We keep our Cancellation, Replacement & Refunds Policy under review to make sure it is up to date and accurate. Any changes we make to this Policy in the future will be posted on this page. We reserve the right to change or update this Policy at any time without prior intimation. Such changes shall be effective immediately upon being posted on the Website. You are requested to review this Policy regularly to keep yourself updated.

Contact Information

If you are not satisfied with the quality of our customer support, please write to us at care@purelyyours.com so that we can look into the issue and address it on a case-by-case basis.