Refund & Return Policy — Viha Organics

Because Viha Organics sells cosmetic, skincare, haircare, and personal-care products, we strictly follow a restricted return policy for hygiene, sanitation, and consumer-safety standards.

We do NOT accept general returns for:

• Change of mind or personal preference
• Incorrect product selection made by the customer
• Change in fragrance, colour, or texture preference
• Products that have been opened, unsealed, or used
• Products ordered by mistake

We provide replacement or refund for verified eligible cases involving:

• Damaged products received during transit
• Incorrect products sent differing from confirmed order
• Defective products with verified manufacturing defect
• Missing items from a confirmed shipment
• Verified fulfilment or dispatch errors

A product may be eligible for a resolution where it is received in one of the following states:

• Damaged: The physical product or its primary packaging arrived crushed, broken, or leaking during courier handling.
• Incorrect: The customer received an item distinctly different from the item shown on the confirmed invoice.
• Defective: The product exhibits an indisputable manufacturing, formulation, or packaging flaw.
• Missing: A paid product listed on the order invoice was missing from the received parcel.

Requests submitted beyond 24 hours after delivery cannot be accepted unless Viha Organics independently determines that exceptional circumstances exist.

To report an issue immediately, contact us at hello@vihaorganic.com or phone +91 8056557113 with your Order ID.

To help us swiftly review and verify a return or replacement claim, customers are required to provide:

• Order Number and customer name
• Product Name and detailed description of the observed issue
• Clear photograph(s) of the damaged or defective item
• Clear photograph(s) of the outer shipping box or envelope
• Clear photograph of the shipping label showing tracking number and address
• Unboxing video or supplementary video proof where requested for transit claims

Customers must retain the original product and packaging materials intact until the investigation is concluded.

If a product arrives visibly damaged from transit:

1. Do not use the product.
2. Retain all outer cardboard packaging, bubble wrap, and seal.
3. Take clear photos of the damaged unit and the courier label.
4. Contact Viha Organics within 24 hours of delivery.
5. Submit evidence to our team for quick courier claim filing.

Upon verification, Viha Organics will arrange an expeditious replacement at no additional charge.

If you receive a product different from the one shown on your confirmed order invoice:

• Do not break the inner hygiene seal or use the incorrect item.
• Notify us within 24 hours of receipt with your Order ID.
• Provide a picture of the incorrect item along with the parcel label.

Following verification, we will arrange delivery of the correct product or provide an appropriate resolution.

Where a product exhibits a verified manufacturing defect (such as an unusual consistency, compromised container closure, or defect in packaging pump/cap):

• Discontinue usage immediately.
• Contact us within 24 hours of delivery with photographic evidence and the batch/lot number printed on the packaging.
• Our quality team will review the batch records with our manufacturer Vikarta Herbals.

Verified manufacturing defects qualify for an immediate free replacement.

If your package arrives and an item from your confirmed invoice is missing, please contact us within 24 hours of delivery with pictures of the parcel, dispatch label, and package weight notes. After checking with our packing unit and courier weigh logs, we will dispatch the missing item or issue a proportional refund.

An exception applies only where the product arrived damaged, defective, or incorrectly supplied, and the customer contacts us within 24 hours prior to regular use.

Unless explicitly determined by Viha Organics, the following items are strictly non-returnable:

• Products opened, unsealed, or used by the customer.
• Products purchased as a result of customer selection error.
• Products returned due to change of mind or personal preference.
• Products returned because the customer dislikes the natural herbal aroma, color, texture, or subjective individual results.
• Products damaged after delivery through customer handling, dropping, or improper ambient storage.
• Claims submitted after the 24-hour reporting period has elapsed.
• Parcels sent back without prior written authorization from Viha Organics.

For all verified cases of transit damage, product defects, or incorrect/missing items, a replacement product is the first and primary resolution offered, subject to current stock availability.

Where the identical product is in stock, a replacement parcel will be dispatched at zero additional cost to the customer. If the product is unavailable, alternative resolutions including a monetary refund will be provided.

A direct monetary refund may be granted under the following circumstances:

• A replacement product cannot reasonably be provided or is permanently out of stock.
• An order is cancelled by Viha Organics after successful payment receipt.
• A verified payment or fulfilment error necessitates a refund.
• Other special circumstances approved in writing by Viha Organics management.

All refund approvals are subject to prior evidence verification. Submitting a request does not automatically guarantee a refund.

Approved refunds will always be processed back through the original payment method used during checkout (via our authorized Razorpay payment gateway).

Once a refund is approved by our team, Viha Organics will generally initiate the refund transaction within 5–7 business days.

Once initiated, the time required for the credit to appear in your account depends on your payment provider, issuing bank, card network, or UPI provider. Viha Organics cannot control the internal settlement processing speed of individual banks.

If payment was debited from your account but your order was not successfully confirmed on our website, please email us with your payment reference ID, date, amount, and registered phone number. We will verify the transaction status with Razorpay. Unsuccessful payments are automatically reversed through the banking network.

If you have inadvertently been charged more than once for a single order, please contact customer support with both transaction IDs. Following swift verification, confirmed duplicate charges will be refunded directly to your original payment method.

For verified returns or replacements resulting from defective or incorrect goods supplied by Viha Organics, replacement shipping is borne fully by Viha Organics. Shipping fees for customer-requested claims not qualifying under our policy are non-refundable.

Customers must not send any parcel back without receiving written return authorization and instructions from Viha Organics. Unauthorized parcels may be rejected at our receiving warehouse. Where return shipping is arranged, products must be securely packaged to avoid in-transit transit damage.

Where a replacement is approved, the new parcel will be shipped to the original delivery address unless mutually agreed in writing. Replacement delivery follows our standard timeline of 3–7 business days.

All replacements remain subject to stock availability. If a specific herbal product is temporarily or permanently out of production, Viha Organics will provide an alternative agreeable solution or refund the product amount.

Orders may be cancelled strictly within 30 minutes of order placement via 1-click self-service in your account. After 30 minutes, orders are permanently locked in our fulfillment pipeline. Please refer to our complete Cancellation Policy for complete details.

We do not provide refunds or replacements merely because a customer changed their mind, no longer requires the product, ordered in error, dislikes the natural botanical scent/color, or did not experience their expected subjective outcome. Please review ingredients and usage instructions prior to purchasing.

Viha Organics actively investigates fraudulent claims, manipulated proof, or repeated abuse of the return process. We reserve the right to refuse service and decline requests involving false claims or intentional product tampering.

We retain transaction, delivery, and support communications for legal, tax, accounting, and dispute resolution purposes in strict compliance with our Privacy Policy.

Customers are responsible for providing correct address details, inspecting items upon delivery, reporting eligible issues within 24 hours, following recommended product storage directions, and preserving original packaging during claim review.

In exceptional circumstances, Viha Organics management may consider requests outside standard terms on an individual, discretionary case-by-case basis without establishing a precedent.

Viha Organics may revise this policy to mirror improvements in services, courier partnerships, or legal requirements. Updates will be posted on this page with an updated Last Updated date.

For return, replacement, or refund assistance, please get in touch with our team: