Return & Refund Policy

At Pulpyherbs, we take extreme care in formulating, sealing, and packaging our natural personal care products so they reach you safely. Because our products fall under hygiene-sensitive skincare, haircare, and personal wellness categories, we follow a strictly defined Return & Replacement Policy to maintain safety standards.

This policy complies with the Consumer Protection (E-Commerce) Rules, 2020 issued under the Consumer Protection Act, 2019.

1. Return & Replacement Conditions (7-Day Window)

Under Indian regulations for personal care and hygiene goods, returns or exchanges are strictly restricted to cases where products arrive damaged, broken, defective, leaking, or with missing items during transit.

• Reporting Window: You must report any issue within 7 calendar days from the date of delivery (as confirmed by our courier partner's tracking system).

• Non-Returnable Scenarios: Opened, unsealed, or used personal care products cannot be returned, exchanged, or refunded due to health and safety regulations.

• Non-Eligible Claims: Minor variations in product color, natural aroma, or herbal texture are intrinsic to plant-based formulations and do not qualify as defects.

2. Mandatory Unboxing Video Requirement

In accordance with Indian e-commerce logistics standards, a clear, unedited unboxing video is mandatory to process replacement or refund claims for transit damages, leaks, or missing products.

Unboxing Video Checklist:

1. Unopened Outer Package: The video recording must start before opening the courier flyer/outer cardboard box. The shipping label showing the AWB tracking number, customer address, and Pulpyherbs details must be clearly visible.

2. Uncut & Continuous Shot: The video must be a single, unedited, continuous recording with no pause, cut, or edit from opening the package to inspecting the product inside.

3. Clear View of Damage: The damaged, leaking, or broken bottle/tub must be brought close to the camera to show the defect clearly.

Note: Claims submitted without a continuous unboxing video or with pre-opened packaging will be rejected as per our courier verification guidelines.

3. How to File a Replacement / Refund Claim

4. Resolution Options (Replacement & Refund)

Once your claim is verified and accepted:

• Free Replacement (Primary Resolution): A fresh replacement item will be dispatched to your delivery address within 1–2 business days at no additional delivery or COD fee.

• Refund to Payment Source: If the item is out of stock or cannot be replaced, a full refund will be processed:

  • Prepaid Orders (Cards/Net Banking/UPI/Wallets): Credited back to your original payment source (via Razorpay/Cashfree/Paytm) within 5–7 business days.

  • Cash on Delivery (COD) Orders: Credited via direct UPI transfer or NEFT bank transfer within 3–5 business days after collecting your verified bank account details.

5. Reverse Pickup Guidelines

• If our logistics team requests the return of the damaged product for quality audit purposes, a free reverse pickup will be arranged via our courier partner (e.g., Delhivery, Bluedart, Shiprocket).

• Please hand over the item along with its original packaging to the courier executive.

6. Grievance & Customer Support

For any grievances or assistance regarding your order return or refund status:

• Email: support@pulpyherbs.com

• Call / WhatsApp Support: +917067674576

• Customer Support Hours: Monday – Saturday | 9:00 AM – 6:00 PM

• Acknowledgement: Requests acknowledged within 48 hours; resolution completed within 7 business days.