Doon Veda (Operated by Poonam J Tiwari)

Effective Date: December 1, 2025

At Doon Veda, we take pride in our handcrafted, pure herbal products and want you to be completely satisfied with your purchase. Due to the personal care nature of our items, we have specific guidelines regarding returns and refunds.

1. Eligibility for Returns

We only accept returns and offer refunds or exchanges under the following specific circumstances:

1.1 Damaged or Defective Products

If you receive a product that is damaged during transit or is defective (e.g., broken packaging, leaking bottle, incorrect product inside), you are eligible for a replacement or a full refund.

    • Reporting Time: You must notify us of any damage or defect within 48 hours of the delivery date.

    • Proof Required: Clear photographic evidence of the damage, the packaging, and the shipping label must be emailed to us.

1.2 Incorrect Item Received

If you receive a product that is different from what you ordered (e.g., received ‘Soap’ instead of ‘Face Wash’), you are eligible for an exchange for the correct item or a full refund.

    • Reporting Time: You must report the incorrect item within 7 days of the delivery date.

2. Non-Returnable Items (No Refunds or Exchanges)

Due to the  hygiene-related nature of our skincare products, we do not accept returns or offer refunds for the following reasons:

    • Change of Mind: We cannot accept returns if you simply change your mind after opening the product.

    • Allergic Reactions: As stated in our Terms & Conditions, it is the customer’s responsibility to review ingredients and perform a patch test. We are unable to offer refunds or exchanges for allergic reactions.

    • Dislike of Scent, Texture, or Color: Variations in natural ingredients are normal. We do not process refunds if you dislike a product’s subjective characteristics.

    • Used or Opened Products: Any product that has been opened, partially used, or is not in its original, sealed condition cannot be returned.

    • Products Purchased on Sale: Items purchased during a sale or promotion are final sale and non-returnable.
    •  Beyond Reporting Window: Products for which the initial issue or complaint (excluding verified damages/defects) is reported more than 7 days after the delivery date.

3. Return Process and Guidelines

To initiate a return based on the eligibility criteria in Section 1:

    1. Contact Us: Send an email to support@doondedaherbals.com within the specified timeframe.

    1. Subject Line: Use the subject line: Return/Refund Request – Your Order Number.

    1. Include Details: Clearly describe the issue (damage, defect, or wrong item) and attach the required photographs as proof.

    1. Wait for Authorization: We will review your request and send you a Return Authorization (RA) number and instructions on where to send the product, if necessary. Do not send any products back without prior authorization.

    1. Shipping the Return: If instructed to return the item, please ensure it is securely packed. We will advise you whether we will arrange for a pickup or reimburse you for standard return shipping costs.

4. Refunds and Processing Timelines

Once your return is received, inspected, and found to be eligible:

    • Notification: We will send you an email to confirm the status of your refund.

    • Refund Method: The refund will be processed, and a credit will automatically be applied to your original method of payment (credit card, net banking, etc.).

    • Refund Credit Timeline: The initiation of the refund will occur within 3 business days of our confirmation of the return’s eligibility. The amount will typically reflect in your bank account or original payment source within 7 to 10 working days after initiation, depending on your bank’s processing policies.

    • Shipping Costs: Original shipping costs are non-refundable, except in cases where the product was confirmed as damaged or the wrong item was delivered.

4.1 Replacement/Exchange Delivery Timeline

If you opted for a replacement or exchange for an eligible item:

    • The replacement order will be dispatched and delivered within 5 business days following the confirmation of the return’s eligibility.

    • We will provide you with a new tracking number via email once the replacement has shipped.

5. Contact Information

For any questions related to this Returns and Refund Policy, please reach out to us:

    • Business Name: AURA GIFTS (Operating as Doon Veda)

    • Email Address: support@doondedaherbals.com

    • Mailing Address: Chanderbani, Dehradun, Uttarakhand – 248002

    • Phone Number: +91 – 7228096330