Return, Refund and Cancellation Policy

Last updated on September 21, 2023

This is Tatvartha Health Private Limited’s (“Traya”) returns, refund and cancellation policy. Please read this policy in consonance with our Terms of Service available here.

1. Refund Policy –
   1. We offer a full refund to users for refund requests placed within a period of 7 (seven) days from the date of delivery and only in the instances mentioned herein. The user will have to place a refund request in the form and manner explained below. You may be eligible for full refund only in the following circumstances:
      • you received a wrong product;
      • product(s) missing in the order;
      • the ordered product(s) is lost or damaged during transit;
      • the ordered product(s) is past its expiry date;
      • (in rare cases) if products cause allergic reactions/do not suit your body.

      Please note that for all the cases mentioned above, we will require clear images of the product(s) clearly showcasing the fault or issue with it.

      In the event the claim relates to “missing” product(s) in the delivered order, we will review the packing video to make sure that all the ordered product(s) were placed in the package before dispatch. We would request you to share the images of the entire kit received when you raise a request.

   2. We also understand that various circumstances may arise leading you to want to return a product that is not defective. In these cases, we may allow the return of sealed & unused products, ONLY if you notify us within 7 (seven) days of receipt of the order/product. We will initiate pick-up of such products once we receive a return request from you within the timelines specified here.
2. How to request a refund –
   1. You can raise a refund request by contacting our customer care team through the channels specified below (available only between 10 AM - 7 PM, Monday to Saturday) with your order ID, including the reason why you are requesting a refund and specifying the product(s) from your order in relation to which the refund request is raised, along with an image of such product.
   2. You can contact us at
      A. Email ID: customercare@traya.health
      B. WhatsApp us at +918828006272
      C.Raise a ticket request via our Traya application.
   3. In case you have purchased a product which has a free gift/promotional offer associated with it and you wish to return the main product, then. In such cases:
      A. You will have to return the free product along with the main product
      B. The refund will be issued after deducting the promotional offer applied.
3. How is return processed?
   1. After receiving a refund/return request, we will arrange for our logistic partner to pick up the product, typically within 2 working days. Please note that the timeline may vary based on various factors such as logistic partner availability, pin-codes, public holidays etc.
   2. Refunds for returned products are initiated after a Quality Check (as described below) *. If the product passes the Quality Check, the refund is processed. Please return the product with all accompanying materials and original packaging.
      Quality Check* - a process conducted by delivery partner while pickup to ensure that the returned product is in its original condition. This includes verifying that the product is sealed and unused. The seal should be intact and the product should show no signs of tampering or usage."
   3. After the product has successfully passed the Quality Check and has been collected from your doorstep, we will initiate the refund to your original payment source. For Cash on Delivery (COD) orders, we will provide you with a refund link through which you can select your preferred refund method and input the necessary details.
4. Cancellation of orders –
   1. You can place a request to cancel your order via:
      • A. Email ID: customercare@traya.health
      • B. WhatsApp us at +918828006272
      • C. Raise a ticket request via our Traya application.

      In exceptional cases, if our courier partner attempts delivery (applicable for orders cancelled before the delivery), please decline acceptance. If the delivery is accepted, we will arrange a reverse pickup for the same. Kindly keep the products in sealed & unused condition.

5. Processing of refund –

Refund processing times vary based on the original payment method:
a. Credit/debit card or net banking refunds: Please allow us 5 to 7 working days for the credit to appear.
b. Cash on Delivery (COD) refunds: Approval may require an image of a voided cheque leaf, bank statement or bank details. COD refunds may take up to a maximum of 3 weeks.
We apologise for any inconvenience caused; refund processing times may be subject to delays due to various factors including bank policies or circumstances beyond our control.

1. Contact Us -

   Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can help you out. We will need a photo of the damaged product after which we will initiate a replacement. You can contact us for any replacement question at customercare@traya.health or drop us a message on WhatsApp at +918828006272.