At Ausadhalay, we deal primarily in Ayurvedic medicines and related health products. Because of the nature of these products, return, refund, and cancellation requests are handled carefully and may differ from general retail categories.
Our objective is to maintain a fair process while also protecting product integrity, safety, and responsible dispensing standards.
Order cancellation before dispatch
Customers may request cancellation of an order before dispatch. However, cancellation acceptance will depend on order processing stage, stock allocation status, prescription review stage where applicable, and shipping preparation status. If the order has not yet been dispatched, we will make reasonable efforts to process the cancellation request.
Orders containing prescription-required products
For selected products requiring prescription verification, the order may remain on hold until review is completed. If a valid prescription is not provided where required, the order may be delayed, held, modified, or cancelled. Where applicable, refund handling will depend on payment status and the stage of order processing.
Cancellation after dispatch
Once an order has been dispatched, cancellation may not be possible. In such cases, the order will be governed by the applicable return/refund conditions, subject to product type, delivery status, and the nature of the issue reported.
Return eligibility
Due to the nature of medicines and health-related products, returns are generally not accepted for products once delivered, except in situations such as:
- wrong product delivered
- damaged product received
- item missing from package
- product received in visibly compromised condition
- other genuine delivery-related issue subject to verification
Returns will not be accepted merely because the customer changed their mind, the product was ordered by mistake, the customer no longer wishes to use it, or the customer expected a different result or preference outcome.
Product integrity and medicine safety
Medicines and health-related products require careful handling. Once delivered, we may be unable to accept returns of such items if product integrity, storage, handling, or chain of custody cannot be reasonably assured.
This is one of the reasons why return acceptance for delivered medicines is limited.
Damaged, wrong, or incomplete order issues
- replacement
- refund
- order correction
- store-side resolution based on the case
If you receive a damaged product, a wrong item, an incomplete shipment, or a visibly compromised package, please contact our support team as soon as possible with relevant details and, where required, supporting images. After review, we may offer one of the above, as applicable.
Refund eligibility
- successful cancellation before dispatch
- order not processed due to prescription-verification failure, where applicable
- wrong item delivered
- verified damaged or compromised item received
- unserviceable delivery location where order cannot be fulfilled
- other verified order-fulfillment issue
Refund approval will depend on the nature of the issue and review of the order status.
Refund mode and timing
Where a refund is approved, it will generally be processed through the original payment mode or another suitable method, as applicable.
Refund timelines may vary depending on payment method, payment gateway/banking cycle, order stage, and internal review and approval process.
Cash on Delivery (COD) orders
- if the order is cancelled before dispatch, no COD collection will apply
- if a COD order is refused after dispatch without a valid delivery-related issue, future order handling may be subject to internal review
- refund situations for COD orders, where applicable, will be handled according to the verified case and available refund method
Prescription-related order cancellations
If a product requires prescription verification and no valid prescription is uploaded, the uploaded prescription is unclear, incomplete, or not acceptable, or the order cannot proceed under the prescription policy, then the order may be placed on hold or cancelled, as applicable. Any refund, where applicable, will depend on the payment and processing status of the order.
Return / issue reporting timeline
Customers are requested to report delivery-related issues within a reasonable time after receiving the order so that the matter can be reviewed properly. Delays in reporting may affect our ability to verify and resolve the issue.
Non-returnable / restricted situations
- products opened, used, or altered after delivery
- medicines returned without a genuine verifiable issue
- customer preference-based dissatisfaction without delivery or product issue
- products where safe return acceptance is not possible due to category nature or handling concerns
Our decision process
All return, refund, replacement, or cancellation requests are subject to review based on order records, dispatch status, prescription requirement status if applicable, customer communication, and supporting evidence where needed.
We aim to handle such cases fairly and responsibly.
Need help?
If you need support regarding cancellation, delivery issues, damaged products, wrong items, refund requests, or prescription-linked order status, please contact our support team through the contact options available on the website.