1. Definitions
At Spaygra, we want you to be satisfied with every purchase you make from our website. This Return, Refund & Cancellation Policy explains when and how you can return products, receive refunds, or cancel orders placed on our official website www.spaygra.com.
By placing an order with us, you agree to the terms described in this Policy, along with our Terms & Conditions and Privacy Policy.
2. Scope of This Policy
This Policy applies only to orders placed directly on our official website www.spaygra.com.
Purchases made through any third‑party marketplace, reseller, distributor, or offline channel are not covered by this Policy.
We comply with applicable Indian laws and consumer protection regulations regarding returns and refunds for defective, wrong, or misrepresented products.
3. General Return Conditions
3.1 Return Window
You may request a return within 10 days from the date you receive the product, under the conditions mentioned below.
After 10 days, returns are generally not accepted, except in special cases such as confirmed manufacturing defects or as required by applicable law, at the sole discretion of Spaygra.
3.2 When Returns Are Allowed
You may request a return if:
You received a defective or damaged product.
You received the wrong product or a different variation than what you ordered.
The product you received is materially different from the description on our website.
There is a genuine quality issue or manufacturing defect.
All such claims are subject to verification by our team.
3.3 Condition of Products for Return
To qualify for a return:
Products must be unused and in their original condition.
Products must be returned in the original packaging, including boxes, labels, tags, inserts, leaflets, and any free gifts or accessories received with the product.
There should be no signs of damage, breakage, leakage, stains, or tampering caused by the customer.
A valid proof of purchase (order invoice or confirmation email) and Order ID must be provided.
For health, wellness and consumable products, opened or tampered seals may be accepted for return only in case of manufacturing defect, damage in transit, or wrong item received, subject to our verification.
4. Non‑Returnable Products
For hygiene, safety, and regulatory reasons, certain products are non‑returnable, except when they are defective, damaged, or wrong items sent. These may include:
Opened or used health and wellness consumables (supplements, drops, syrups, capsules, powders, etc.).
Products where the seal, safety strip, or original packaging is broken or tampered with.
Products sold with a “non‑returnable”, “final sale” or “clearance” label on the product page.
Gift cards, vouchers, promo codes, and digital products.
We reserve the right to classify certain products as non‑returnable, which will be clearly indicated on the relevant product pages wherever feasible.
5. How to Initiate a Return
To raise a return request, please follow these steps:
Timeline
Contact us within 10 days from the date of delivery of your order.
Contact Channels
Use the “Contact Us” form on our website, or
Email us at: support@spaygra.com (replace with your actual email), or
Contact our customer support via phone/WhatsApp at +91‑XXXXXXXXXX (replace with your actual number).
Information Required
Order ID and date of purchase.
Product name(s) and quantity.
Detailed reason for return (defective, damaged, wrong item, etc.).
Clear photos and/or video showing:
Outer packaging and shipping label.
Inner product packaging.
The product and the defect/damage, if any.
Initial Review & Approval
Our customer support team will review your request and may contact you for additional information or clarification.
We will inform you whether your return request has been approved or rejected, and provide instructions for pickup or self‑shipping as applicable.
Pickup or Self‑Shipping
Where available, we may arrange a courier pickup from your address.
In some pin codes, you may need to ship the product yourself through a reliable courier service to the address provided by us.
Please pack the product securely to prevent damage during transit.
6. Refund Policy
6.1 Eligibility for Refund
A refund is processed only after:
We receive the returned product at our warehouse or designated location, and
Our quality check (QC) team verifies that the product meets our return conditions or confirms the defect/damage/wrong item claim.
If the returned product fails the QC (for example, product used, seal broken without valid reason, missing accessories, or customer‑caused damage), we may reject the refund and send the product back to you, subject to applicable shipping charges.
6.2 Mode of Refund
Wherever possible, refunds will be made to the original mode of payment used at the time of purchase (credit/debit card, net‑banking, UPI, wallet, etc.).
For Cash on Delivery (COD) orders, refunds may be processed via bank transfer, UPI, or as store credit/wallet balance, as communicated to you at the time of processing.
6.3 Refund Timelines
Once approved, we usually initiate refunds within 7–14 working days of receiving the returned product.
The actual time taken for the amount to reflect in your account depends on your bank, card issuer, wallet provider, or payment gateway.
6.4 Shipping Charges and Deductions
If the return is due to our error (wrong product sent, manufacturing defect, damage in transit), we may refund the product value and applicable shipping charges, and we will generally bear the return shipping cost.
If the return is due to reasons not attributable to us (change of mind, no longer needed, ordered by mistake, etc.), then:
Original shipping charges are usually non‑refundable.
Return shipping cost may be borne by you or deducted from the refund amount.
A reasonable restocking fee may be applied in certain cases, which will be communicated in advance where applicable.
7. Replacement / Exchange Policy
Wherever feasible and subject to stock availability, we may offer a replacement or exchange instead of a refund, especially in cases of wrong product, damaged in transit, or manufacturing defect.
If the exact same product is not available, you may be offered:
A similar product of equal or higher value (with price adjustment), or
A refund as per our Refund Policy.
All replacements and exchanges are subject to the same inspection and approval process as returns.
8. Order Cancellation Policy
8.1 Cancellation Before Shipment
You may request cancellation of your order before it has been shipped.
You can cancel by:
Using the cancellation option in your account’s “My Orders” section (if available), or
Contacting us via email/WhatsApp/phone with your Order ID.
If payment was made online, and cancellation is approved, we will initiate a refund as per the refund timeline mentioned above.
8.2 Cancellation After Shipment
Once an order is shipped or is out for delivery, cancellation is generally not allowed. In such cases, you may need to accept the delivery and then place a return request, where applicable, in line with our Return Policy.
If you refuse to accept the parcel at the time of delivery, we may treat it as a “return to origin” (RTO) and:
Deduct actual shipping, COD handling, and processing charges from any eligible refund.
9. Damaged, Defective or Wrong Product
If you receive:
A physically damaged or broken product.
A leaking, dried, or contaminated consumable product.
A product that is different from what you ordered (wrong item, variant, or quantity).
An expired or near‑expiry product that was not disclosed as such.
Then:
Inform us within 24–48 hours of delivery with clear photos/videos showing the issue.
Do not discard the packaging or product until the issue is resolved.
We will review your claim on priority and, if approved, arrange for a replacement, exchange, or refund as per this Policy.
10. Situations Where Return/Refund May Be Denied
Your return or refund request may be refused if:
The product is returned in used, damaged, or altered condition due to misuse, mishandling, wrong storage, or negligence.
The original packaging, box, labels, MRP sticker, serial number, or safety seal is missing or tampered with without a valid reason.
The request is raised after the allowed return window (10 days from delivery), except where legally required or specifically agreed by us.
The product is from a non‑returnable category as mentioned above, and there is no defect or damage attributable to us.
You accepted an open or visibly damaged package from the courier and did not report it immediately.
11. Legal & Compliance
We aim to follow fair trade practices and comply with the applicable provisions of the Consumer Protection Act, 2019 and other relevant Indian laws concerning e‑commerce and online transactions.
This Policy is designed to be transparent and customer‑friendly while maintaining necessary safeguards against misuse.
In case of any conflict between this Policy and applicable law, the law shall prevail to the extent of the conflict.
12. Changes to This Policy
Spaygra reserves the right to modify, update, or change this Policy at any time without prior notice. Any such changes will be posted on this page with an updated effective date. The version of the Policy in force at the time you place an order will apply to that order.
13. Contact Us
For any questions or concerns regarding returns, refunds, or cancellations, please contact us at:
Email: infospagyra@gmail.com
Phone/WhatsApp: +91‑7668140440
Website: “Contact Us” form on www.spaygra.com
Our customer support team will try to respond as quickly as possible on working days.