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Return, Refund and Cancellation Policy

Last updated on August 18, 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;
      • items missing in the order;
      • the ordered item(s) is lost or damaged during transit;
      • the ordered item(s) is past its expiry date.
      • (in rare cases) if products cause allergic reactions/do not suit your body.
    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 unopened, 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 and we may deduct a restocking charge of INR 300/- (Indian Rupees Three Hundred only). Such restocking fee will be deducted from your prepaid amount before refunding the entire amount.
  2. How to request a refund –
    1. You can raise a request to 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 which items were missing. In the case of “missing” claims we will review the packing video to make sure all items were placed in the package. We would request you to share the images of the products when you send us an email or a message on WhatsApp.
    2. You can contact us at email: customercare@traya.health or drop us a message on WhatsApp at +918828006272.
    3. In case you have purchased a product which has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well.
  3. How is return processed?
    1. Once we receive a refund/return request, we will send our logistic partner to pick up the product. This may be arranged within 2 (two) working days of raising a refund request by the user in most of the cases. Please note that this time may vary depending on the availability of logistic partners, pin-codes and public holidays etc.
    2. In case the reverse pickup facility is not available at your pin code, we will request you to self-ship the products through any reliable courier partner. If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. We will reimburse you the courier charges subject to your return having met the terms of this policy and the image of the courier receipt is shared by you and validated by us.
    3. For returns the refund for returned products will only be initiated if they pass through a quality check conducted by us. If the quality check fails, the product will be reshipped back to you. We request you to please send the product along with all accompanying material and original packaging.
  4. Cancellation of orders –
    1. You can write to our customer support team on email: customercare@traya.health or drop us a message on WhatsApp at +918828006272 (Monday to Saturday, 10 AM to 7 PM).
      • Cancellation before the order is shipped – If the order or the item(s) that you want to cancel have not been shipped yet, we will proceed to cancel the order once we receive a request from you and the entire money paid by you will be refunded.
      • Cancellation after the order is shipped – If the order or the item(s) that you want to cancel have been shipped, we will proceed to cancel the order once we receive a request from you and we may deduct a restocking charge of INR 300/- (Indian Rupees Three Hundred only). Such restocking charge will be deducted from your prepaid amount before refunding the entire amount.
  5. Processing of refund –

    Mode of refund may vary depending on the mode through which the original payment was made by a user. If the mode of refund is by credit/debit card or net banking, please allow 7 to 10 working days for the credit to appear in your account. While we regret any inconvenience caused by this time frame, it is the bank’s policy that delays the refund timing and we have no control over that. If the mode of refund is for a Cash on Delivery payment, we will require an image of a voided cheque leaf or of a bank statement to ensure that the account numbers are accurate. Once approved COD refunds may take as long as 3 weeks.

  6. 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.