Refund policy
This Refund & Cancellation Policy governs cancellations, returns, replacements, and refunds for Products purchased from PureSafe Wellness Private Limited ("Company", "we", "us") through https://www.unawkd.com (the "Platform"). It forms part of, and is incorporated into, the Terms & Conditions. Nothing in this Policy excludes or restricts any non-waivable right available to you under the Consumer Protection Act, 2019 or other Applicable Law.
1. NATURE OF THE PRODUCTS — HYGIENE AND SAFETY NOTICE
1.1 The Products are intimate, hygiene-sensitive, single-use medical devices. For reasons of health, hygiene, and product integrity, Products are non-returnable and non-exchangeable once the outer seal or packaging has been opened or tampered with, except where the Product is established to be defective, damaged, expired at the time of delivery, or incorrectly supplied, or as otherwise required by Applicable Law.
1.2 Returned Products, where accepted under this Policy, are not restocked or resold and are disposed of in accordance with applicable medical-device and waste-management norms.
2. ORDER CANCELLATION AND RETURN-TO-ORIGIN
2.1 By you. You may cancel an Order at no charge at any time before dispatch by using the cancellation option on the Platform (where available) or by contacting us at [●] with your order number. Once an Order has been dispatched, it cannot be cancelled; the provisions of this Policy relating to returns then apply.
2.2 By us. The Company may cancel any Order in the circumstances described in the Terms & Conditions (including stock unavailability, pricing error, suspected fraud, serviceability failure, or eligibility failure). Amounts paid for Orders cancelled by the Company will be refunded in full in accordance with Section 5.
2.3 Return-to-Origin (RTO). If a prepaid Order is returned to origin following failed delivery attempts, refusal, or non-collection, the Company will refund the Product price and taxes. Where the failed delivery is attributable to your act or omission (including an incorrect or incomplete address or repeated unavailability at the address), the Company may deduct only the actual, documented forward and return shipping costs. No deduction is made where the failure is attributable to the Company or its logistics partners.
3. ELIGIBLE CLAIMS
3.1 You are eligible to raise a claim for replacement or refund where, at the time of delivery, the Product or shipment is:
(a) damaged (including transit damage or a tampered/compromised outer seal); (b) defective in a manner covered by the manufacturer's quality obligations; (c) past its labelled expiry date; (d) different from what was ordered (wrong SKU, wrong variant); or (e) short-shipped (items or quantities missing from the Order).
3.2 Claims must be raised within seven (7) days of delivery by contacting [●] with: the order number; a description of the issue; clear photographs (and, where available, unboxing video) showing the condition of the outer packaging, the Product, the batch/lot number, and the expiry date; and, for shipment-condition claims, the courier label. You must retain the Product and all packaging in the condition received until the claim is resolved.
3.3 The Company may require return of the affected Product through its designated reverse-logistics process (at the Company's cost for valid claims) and/or additional verification reasonably necessary to assess the claim.
4. RESOLUTION
4.1 Upon verification of a valid claim under Section 3, you may choose either: (a) a replacement of the affected Product(s) at no charge, subject to stock availability; or (b) a full refund of the price paid for the affected Product(s), including proportionate taxes and, where the entire Order is affected, delivery charges. Where a replacement is unavailable or cannot be delivered within a reasonable time, a refund shall be provided. Nothing in this Section limits any remedy available to you under the Consumer Protection Act, 2019.
4.2 Claims are ordinarily assessed within seven (7) business days of receipt of complete information (and, where return is required, receipt of the returned Product).
5. REFUND METHOD AND TIMELINES
5.1 Approved refunds are processed to the original payment method. For cash-on-delivery Orders, refunds are processed by bank transfer or other verified electronic mode to details provided by you.
5.2 Refunds are initiated within seven (7) business days of approval. Time for the amount to reflect in your account depends on the payment provider and issuing bank, typically five (5) to ten (10) business days from initiation. The Company is not responsible for delays attributable to banks or payment intermediaries after initiation.
6. NON-REFUNDABLE CIRCUMSTANCES
6.1 Without limiting Section 1, no return, replacement, or refund is available for: (a) Products whose seal or packaging has been opened, used, or tampered with by you; (b) change of mind or ordering error after dispatch; (c) damage arising after delivery, including from improper storage, handling, or use contrary to labelling; (d) claims raised beyond the period in Section 3.2; (e) Products purchased from unauthorised sellers or channels; or (f) normal variations described in the Terms & Conditions (including immaterial packaging or image variations).
7. PURCHASES THROUGH THIRD-PARTY PLATFORMS
7.1 For Products purchased through any Third-Party Platform (including quick-commerce services and marketplaces), the cancellation, return, and refund policies of that platform apply and claims must be raised through that platform's mechanism. The Company will reasonably assist with quality-related escalations concerning genuine UNAWKD Products purchased through authorised channels.
8. CHARGEBACKS
8.1 Before initiating any chargeback or payment dispute, you agree to first raise the issue through this Policy and the grievance mechanism in the Terms & Conditions and to allow the stated timelines. Chargebacks raised without following this process, or found to be unfounded or fraudulent, may result in contest of the chargeback with supporting evidence, suspension of your account, refusal of future Orders, and recovery action to the extent permitted by Applicable Law.
9. POLICY ABUSE
9.1 The Company reserves the right to refuse returns or refunds, suspend accounts, and take appropriate action where it identifies a pattern of abuse of this Policy, including excessive claims, false or manipulated evidence, or claim-farming.
10. GRIEVANCES
10.1 If you are dissatisfied with the resolution of a claim, you may escalate to the Grievance Officer identified in the Terms & Conditions. Grievances are acknowledged within forty-eight (48) hours and resolved within one (1) month, in accordance with the Consumer Protection (E-Commerce) Rules, 2020. Your statutory remedies before the competent Consumer Disputes Redressal Commission remain available.
PureSafe Wellness Private Limited — operating the brand UNAWKD — https://www.unawkd.com Contact: [●]