02When you get a refund

• An order cancelled before dispatch, by you or by us.
• A return approved under our Return Policy.
• A damaged, wrong or missing item where replacement is not possible or you prefer a refund.
• A prepaid order lost in transit.
• Money debited for an order that failed or was charged twice.

03How you are refunded

Refunds for prepaid orders are processed through Razorpay to the original payment method. We cannot refund to a different card or account. Bank timelines vary and are outside our control. We share a refund reference number so you can follow up with your bank if needed.

04When we start the refund

We start an approved refund within 2 business days after:

• Cancelling your order before dispatch.
• The returned product reaches us and passes inspection.
• We approve a damaged, wrong or missing item claim where no return is needed.
• The courier confirms an order is lost.

05How much is refunded

• Full amount, including shipping and any COD charge: cancellations before dispatch, orders we cancel, and damaged, wrong, missing, expired, defective or lost orders.
• Change-of-mind returns: the price paid for the returned products, less the return shipping charge. The original shipping and COD charges are not refunded.
• Part of an order: the amount actually paid for those products, after any discount or coupon.
• Offers: if returning part of an order means the order no longer qualifies for an offer you received, such as a bundle price or free gift, the refund is reduced by the value of that offer.

06Refused and undelivered orders

• Prepaid orders refused without a valid reason, or undelivered because of a wrong address or the customer being unreachable after 3 attempts: refunded after the package returns to us, less the forward and return shipping charges.
• If delivery failed because of our error or the courier’s: full refund, or reshipped at no cost.
• COD orders refused: nothing is charged, but we may disable cash on delivery for repeated refusals.
• Refusing a visibly damaged or tampered package: always fine. Tell us and we will send a replacement or a full refund.

07Failed and duplicate payments

If money was debited but your order was not placed, or you were charged twice, the extra amount is usually reversed automatically within 5 to 7 business days. If it is not, email support@hyzenwellness.com with the date, amount and transaction ID, and we will follow up with Razorpay.

08Refund not received?

If your refund has not arrived within the times above, email support@hyzenwellness.com with your order number. We will send you the refund reference number and follow it up with the payment gateway or bank.