1. Introduction

Welcome to Herbal Samrat International Co. (“Herbal Samrat,” “Company,” “We,” “Us,” or “Our“).

At Herbal Samrat International Co., customer satisfaction, product quality, transparency, and regulatory compliance are among our highest priorities. This Return, Refund & Replacement Policy (“Policy“) explains the terms, conditions, procedures, and limitations governing requests for product returns, refunds, replacements, exchanges, damaged shipments, missing items, incorrect deliveries, and related claims.

Because the Company deals in products relating to male sexual wellness, including products belonging to Ayurvedic, Homeopathic, Allopathic, wellness, and other legally permissible categories, certain additional hygiene, safety, quality assurance, and regulatory considerations apply to returns, refunds, and replacements.

This Policy has been prepared to maintain a fair balance between protecting genuine customers and safeguarding Herbal Samrat International Co. against fraudulent, abusive, or unsupported claims.

This Policy should be read together with our:

• Terms & Conditions;
• Privacy Policy;
• Cookie Policy;
• Medical Disclaimer;
• Prescription & Consultation Policy;
• Payment Policy;
• Shipment & Delivery Policy;
• Legal Information & Business Details;
• Manufacturing, Quality & Regulatory Information; and
• Any other legal policy, disclaimer, notice, or guideline officially published by Herbal Samrat International Co.

By placing an order, accepting delivery, using our products or services, or submitting any request for return, refund, or replacement, you acknowledge that you have read, understood, and agreed to this Policy.

2. Purpose of this Policy

The objectives of this Policy include, without limitation:

• Explaining the Company’s return, refund, and replacement procedures;
• Establishing transparent customer rights and responsibilities;
• Protecting product quality and hygiene standards;
• Preventing fraudulent claims and misuse of Company policies;
• Explaining documentation and verification requirements;
• Establishing fair claim assessment procedures;
• Protecting the Company’s operational, commercial, financial, and legal interests; and
• Ensuring compliance with applicable laws and regulatory requirements.

Nothing in this Policy is intended to limit any mandatory rights available to customers under applicable law.

3. Scope of this Policy

This Policy applies to every eligible purchase of products marketed or sold by Herbal Samrat International Co. through any officially authorized sales or communication channel.

This Policy applies to orders placed through, including but not limited to:

• The Company’s official website(s);
• Customer portal(s);
• Mobile applications;
• WhatsApp Business;
• Telephone orders;
• Email communications;
• SMS communications;
• Video consultations (where available);
• Facebook;
• Instagram;
• X (formerly Twitter);
• YouTube;
• LinkedIn;
• Telegram;
• Online marketplaces including Amazon, Flipkart, Meesho, Shopsy, and similar marketplaces;
• Authorized distributors;
• Authorized dealers;
• Franchise partners;
• Authorized healthcare representatives;
• Authorized sales representatives;
• Customer support representatives;
• Offline consultation centres (where available); and
• Any future communication technology, sales channel, marketplace, or digital platform officially authorized by Herbal Samrat International Co.

Where a purchase is made through an independent marketplace, certain marketplace-specific return or refund procedures may also apply in addition to this Policy.

4. Domestic and International Applicability

This Policy applies to eligible customers located both within India and outside India, subject to applicable laws, import regulations, destination-country requirements, and operational feasibility.

Certain provisions relating to customs clearance, international shipping, import duties, refused deliveries, export restrictions, foreign regulations, and cross-border logistics apply exclusively to international orders.

Where mandatory local consumer protection laws provide customers with rights that cannot legally be excluded, such mandatory rights shall prevail to the extent required by applicable law.

5. Definitions

For the purposes of this Policy:

“Company” means Herbal Samrat International Co.

“Customer” means any individual or legal entity purchasing products from the Company.

“Product” means any Ayurvedic, Homeopathic, Allopathic, wellness, male sexual wellness product, healthcare product, or any other item lawfully marketed or sold by Herbal Samrat International Co.

“Order” means a confirmed request to purchase one or more products from the Company.

“Return” means the approved process through which an eligible product is sent back to the Company under this Policy.

“Refund” means repayment of an eligible amount after approval of a claim in accordance with this Policy.

“Replacement” means the supply of another product in place of an eligible product approved under this Policy.

“Shipment” means one or more products packed and dispatched under a single courier or logistics consignment.

“AWB Number” or “Tracking ID” means the Air Waybill Number, shipment tracking number, logistics reference, or any other shipment identification number assigned by the courier or logistics service provider.

“Unboxing Video” means a single, continuous, unedited video recording showing the sealed shipment before opening, the clearly visible AWB Number or Tracking ID, the complete opening process, and all products received inside the package.

6. Product Categories Covered

This Policy applies, where applicable, to products marketed under the Herbal Samrat International Co. brand, including products belonging to categories such as:

• Ayurvedic products;
• Homeopathic products;
• Allopathic medicines;
• Male sexual wellness products;
• Herbal products;
• Wellness products;
• Personal care products;
• Healthcare products;
• Nutraceuticals;
• Dietary supplements (where applicable);
• Accessories supplied with eligible products; and
• Other legally permissible product categories introduced by the Company from time to time.

The availability of return, refund, or replacement may vary depending upon the nature of the product, applicable law, hygiene considerations, product condition, and the specific circumstances of the claim.

7. General Principles

Herbal Samrat International Co. endeavors to resolve genuine customer concerns fairly, transparently, and within a reasonable time.

However:

• A return, refund, or replacement is not automatic merely because a request has been submitted.
• Every claim is subject to verification, investigation, and approval under this Policy.
• Customers may be required to provide documents, photographs, videos, invoices, shipment details, or any other reasonable information requested by the Company.
• The Company reserves the right to approve, reject, partially approve, or seek additional information for any claim, subject to applicable law.

The submission of a claim does not create an obligation on the Company to approve that claim until the verification process has been completed.

8. General Return Principles

Herbal Samrat International Co. endeavors to supply products in proper condition, securely packaged, and in accordance with the customer’s confirmed order.

However, because many of the Company’s products relate to healthcare, hygiene, and male sexual wellness, not every product shall be eligible for return.

A request for return shall be considered only after verification by the Company and only where the request satisfies the eligibility criteria set out in this Policy.

Approval of one return request shall not create any obligation to approve future requests under similar circumstances.

9. Return Eligibility

Subject to verification and applicable law, a return request may be considered where, upon delivery, the customer receives:

• A damaged product;
• A physically defective product;
• A product that is materially different from the confirmed order;
• A wrong product;
• A missing product (where supported by satisfactory evidence);
• A short quantity or incomplete shipment;
• A product received in a tampered or unsealed condition;
• A product that is expired at the time of delivery;
• A product rendered unusable due to shipping damage; or
• Any other circumstance which the Company reasonably determines to be eligible for return.

The customer may be required to provide documentary evidence, photographs, a valid invoice, shipment details, and a compliant unboxing video before any claim is evaluated.

10. Non-Returnable Products

Unless otherwise required by applicable law, the following products or circumstances are generally not eligible for return, refund, or replacement:

• Products that have been opened, consumed, used, or partially used;
• Products whose original seal, packaging, or safety label has been removed, broken, altered, or damaged after delivery;
• Products damaged due to improper storage, misuse, negligence, accidents, or failure to follow instructions;
• Products returned without the Company’s prior authorization, where such authorization is required;
• Products returned in unsanitary or unsuitable condition;
• Products whose batch number, expiry date, serial number, label, or identification has been altered or removed;
• Products damaged after successful delivery due to customer handling;
• Products returned without reasonable supporting evidence where required under this Policy; or
• Any other category of products declared non-returnable due to hygiene, health protection, safety, regulatory, or legal reasons.

Nothing in this section shall limit any mandatory consumer rights that cannot legally be excluded.

11. Hygiene, Safety & Medical Product Restrictions

Many products marketed by Herbal Samrat International Co. relate to personal health, hygiene, and male sexual wellness.

For reasons of public health, hygiene, customer safety, product integrity, and regulatory compliance, products that have been opened, used, consumed, or whose hygienic condition cannot reasonably be verified after delivery may not be eligible for return, replacement, or resale.

The Company reserves the right to refuse the return of any product where accepting such return could compromise health, hygiene, product safety, or regulatory compliance.

12. Refund Eligibility

Subject to verification, refunds may be considered in situations including, but not limited to:

• Approved return of an eligible product;
• Shipment lost in transit where confirmed by the logistics partner;
• Delivery of an expired product;
• Delivery of a materially damaged product;
• Incorrect product supplied by the Company;
• Duplicate payment or excess payment (subject to verification);
• Cancellation eligible under the Company’s Cancellation or Refund Policy; or
• Any other circumstance where the Company determines that a refund is appropriate.

Refund approval shall remain subject to investigation, supporting evidence, and compliance with this Policy.

13. Replacement Eligibility

Instead of a refund, Herbal Samrat International Co. may, at its discretion and where appropriate, offer a replacement product.

Replacement requests may be considered where:

• The wrong product has been delivered;
• The product is damaged during transit;
• The product is defective upon delivery;
• A verified manufacturing defect exists;
• A product is missing from the shipment;
• A product has leaked during transit;
• A product has been materially damaged before delivery; or
• The Company determines that replacement is the most appropriate resolution.

Replacement shall remain subject to stock availability, regulatory requirements, product availability, and successful claim verification.

The Company reserves the right, where appropriate, to provide a refund instead of a replacement or vice versa.

14. Customer Responsibilities

Customers are expected to:

• Carefully inspect the shipment immediately upon delivery;
• Verify that the package is properly sealed before opening;
• Check that the AWB Number or Tracking ID matches the delivered shipment;
• Preserve the original packaging until inspection is complete;
• Report any issue without unreasonable delay;
• Provide truthful, complete, and accurate information while submitting a claim;
• Cooperate with any reasonable investigation conducted by the Company; and
• Follow all claim procedures specified in this Policy.

Failure to comply with these responsibilities may affect the Company’s ability to verify or process a claim.

15. Claim Submission Requirements

To facilitate timely investigation, customers may be required to provide one or more of the following:

• Order Number;
• Invoice or proof of purchase;
• Customer name and contact details;
• AWB Number or Tracking ID;
• Courier details;
• Clear photographs of the shipment and products;
• A continuous unboxing video meeting the requirements of this Policy;
• Description of the issue;
• Any other information reasonably requested by the Company.

Submission of incomplete, inconsistent, altered, misleading, or false information may result in rejection of the claim.

16. Company Verification Rights

Herbal Samrat International Co. reserves the right to verify every return, refund, or replacement request before making any decision.

Verification may include:

• Review of the unboxing video;
• Examination of photographs;
• Review of courier records;
• Tracking information;
• Packaging inspection;
• Batch verification;
• Product inspection;
• Internal investigation;
• Consultation with manufacturing partners or logistics partners; and
• Any other reasonable verification considered necessary.

The Company’s decision shall be based upon the available evidence, applicable law, operational records, and the circumstances of the particular case.

17. No Automatic Approval

The submission of a request for return, refund, or replacement does not automatically entitle the customer to approval.

Each request shall be evaluated individually based upon:

• Compliance with this Policy;
• Supporting evidence;
• Product condition;
• Shipment records;
• Investigation findings;
• Applicable laws; and
• Other relevant circumstances.

The Company reserves the right to approve, partially approve, reject, or seek additional information before reaching a final decision, subject to applicable law.

18. Mandatory Unboxing Video Requirement

To ensure fair investigation of claims and to protect both customers and Herbal Samrat International Co. from fraudulent, incomplete, or unverifiable claims, customers are strongly advised to record a single, continuous, clear, and unedited unboxing video immediately upon receiving the shipment.

For certain categories of claims, the Company may require such a video as supporting evidence before it can reasonably investigate the matter.

The video should be recorded before opening the shipment and should continue without interruption until all products inside the package have been completely displayed.

19. Essential Requirements of the Unboxing Video

To facilitate proper verification, the unboxing video should clearly capture, without interruption:

• The unopened and fully sealed shipment from all visible sides;
• The complete outer packaging before it is opened;
• The AWB Number, Tracking ID, or other shipment identification number, clearly visible and readable;
• The courier label affixed to the shipment;
• The condition of the packaging at the time of delivery;
• The complete opening of the package;
• Every product received inside the shipment;
• Product labels, where reasonably visible;
• The quantity of products received;
• The overall condition of each product; and
• The conclusion of the unboxing process.

The recording should be continuous and should not contain cuts, edits, pauses, overlays, or alterations that could affect verification.

20. Video Quality Requirements

For the purpose of claim verification, the unboxing video should be:

• Clear and sufficiently illuminated;
• Properly focused;
• Recorded in a manner that allows the shipment and products to be reasonably identified;
• Complete from beginning to end;
• Free from significant obstruction;
• Recorded without digital alteration, editing, or manipulation; and
• Of sufficient quality to permit reasonable assessment of the shipment.

Customers are encouraged to use a stable recording device to ensure adequate visibility.

21. Claims Requiring Supporting Evidence

Depending upon the circumstances, Herbal Samrat International Co. may request an unboxing video and/or other supporting evidence for claims relating to, including but not limited to:

• Missing products;
• Short quantity;
• Partial shipment;
• Wrong product received;
• Damaged products;
• Leaked products;
• Broken packaging;
• Tampered shipment;
• Opened shipment;
• Empty package;
• Expired products;
• Manufacturing defects apparent upon delivery;
• Transit damage; or
• Any other issue where reasonable verification is necessary.

The Company may also request photographs, courier documentation, invoices, or additional information where appropriate.

22. Inadequate or Insufficient Evidence

If the supporting evidence submitted by the customer is materially incomplete, unclear, inconsistent, altered, misleading, or otherwise insufficient to reasonably verify the claim, Herbal Samrat International Co. may be unable to approve the requested return, refund, or replacement.

Examples of evidence that may be considered insufficient include, without limitation:

• Videos recorded after the shipment has already been opened;
• Partial recordings that do not show the complete unboxing process;
• Edited or manipulated videos;
• Blurred or low-quality recordings;
• Videos in which the AWB Number or Tracking ID cannot be reasonably identified;
• Videos that do not clearly show the products received;
• Videos containing unexplained interruptions; or
• Any other evidence that does not reasonably support the claim.

23. Company Review and Verification

Every claim submitted under this Policy is reviewed individually.

The Company may consider:

• The unboxing video;
• Photographs;
• Courier tracking records;
• Delivery confirmation;
• Packaging condition;
• Internal shipment records;
• Product batch information;
• Manufacturer records, where relevant;
• Customer communication; and
• Any other information reasonably available.

The existence of an unboxing video alone does not automatically establish entitlement to a return, refund, or replacement. Likewise, the absence of a video does not automatically prevent relief where mandatory consumer rights or other compelling evidence require a different outcome under applicable law.

24. Determination of Claims

Following verification, Herbal Samrat International Co. may:

• Approve the claim;
• Partially approve the claim;
• Offer a replacement instead of a refund;
• Offer a refund instead of a replacement;
• Request additional information;
• Conduct further investigation; or
• Reject the claim where the available evidence does not reasonably establish eligibility under this Policy.

The Company will exercise its discretion reasonably, in good faith, and in accordance with applicable law and the evidence available for the specific claim.

25. Fraud Prevention

Herbal Samrat International Co. is committed to protecting genuine customers while preventing fraudulent activities.

The Company reserves the right to investigate any claim that appears to involve:

• False representations;
• Fabricated or altered evidence;
• Reused photographs or videos;
• Multiple unsupported claims;
• Product substitution;
• Deliberate damage;
• Misrepresentation of shipment contents; or
• Any other conduct that may reasonably indicate misuse of this Policy.

Where fraud or abuse is reasonably established, the Company may reject the claim and take any further action permitted under applicable law.

26. Preservation of Evidence

Customers are advised not to discard:

• The shipping carton;
• Inner packaging;
• Courier labels;
• Product packaging;
• Batch labels;
• Invoices; or
• Other shipment-related materials,

until the claim has been fully resolved or the Company confirms that such materials are no longer required for verification.

27. Domestic Return Procedure

Subject to this Policy and applicable law, eligible domestic customers may request a return if the delivered product qualifies under the Company’s return eligibility criteria.

To initiate a return request, the customer should contact Herbal Samrat International Co. through the Company’s official customer support channels as soon as reasonably possible after delivery.

The Company may require the customer to provide:

• Order Number;
• Invoice or proof of purchase;
• Customer name and contact details;
• AWB Number or Tracking ID;
• Clear photographs of the shipment and product(s);
• A compliant unboxing video, where applicable;
• A detailed description of the issue; and
• Any additional information reasonably required for claim verification.

No return should be shipped back to the Company without prior authorization or instructions from Herbal Samrat International Co., unless otherwise required by applicable law.

28. Return Authorization

Every return request is subject to review and authorization by Herbal Samrat International Co.

If a return is approved, the Company may provide one or more of the following:

• Return authorization;
• Return shipping instructions;
• Pickup arrangement (where available);
• Self-shipping instructions;
• Packaging requirements;
• Return address;
• Documentation requirements; or
• Any other instructions necessary to complete the return process.

Products returned without authorization, or contrary to the Company’s instructions, may be refused or may not qualify for a refund or replacement, subject to applicable law.

29. Condition of Returned Products

Unless otherwise approved by the Company or required by law, returned products should:

• Be returned in the same condition in which they were received;
• Include the original packaging, where reasonably possible;
• Include all accessories, inserts, promotional items, and complimentary products originally supplied, where applicable;
• Not be intentionally damaged, altered, relabelled, or substituted; and
• Be packed securely to prevent additional damage during return transit.

The Company reserves the right to inspect the returned product before determining the appropriate resolution.

30. Replacement Procedure

Where a replacement request is approved, Herbal Samrat International Co. may dispatch a replacement product after completing its verification process.

Replacement may be subject to:

• Availability of stock;
• Availability of the same product;
• Product discontinuation;
• Applicable legal or regulatory requirements;
• Delivery feasibility; and
• Other operational considerations.

If the identical product is unavailable, the Company may, at its discretion and subject to applicable law:

• Offer an equivalent product;
• Offer store credit (where applicable);
• Offer an appropriate refund; or
• Propose another reasonable resolution.

31. Refund Procedure

Approved refunds shall ordinarily be processed using the original payment method wherever reasonably practicable.

Depending upon the payment method and operational circumstances, refunds may be processed through:

• Credit Card;
• Debit Card;
• UPI;
• Net Banking;
• Bank Transfer;
• Official payment gateway;
• Wallet or store credit (where accepted by the customer or permitted by applicable law); or
• Any other lawful payment method determined by the Company.

The Company shall not be responsible for delays caused solely by banks, payment gateways, payment service providers, or financial institutions after the refund has been initiated.

32. Refund Timelines

After approval of an eligible refund request:

• Refund initiation shall generally occur within a reasonable period;
• Credit Card, Debit Card, UPI, Net Banking, and payment gateway refunds may take additional time depending upon the processing time of the respective financial institution;
• Bank transfer refunds may require verification of beneficiary details before processing;
• Processing timelines may vary due to banking holidays, technical issues, regulatory verification, or circumstances beyond the Company’s reasonable control.

Any estimated timeline communicated by the Company shall be indicative only and shall not constitute a guaranteed processing period.

33. Cash on Delivery (COD) Orders

For eligible Cash on Delivery (COD) orders:

• Refunds shall generally not be made in cash.
• Customers may be required to provide accurate bank account details in the name of the purchaser or another person permitted under applicable law and accepted by the Company.
• The Company may verify bank details before processing the refund.
• Incorrect or incomplete banking information supplied by the customer may delay the refund process.

34. Prepaid Orders

For prepaid orders:

• Refunds shall ordinarily be processed to the original payment source wherever technically feasible.
• Where refund to the original payment source is not reasonably possible, the Company may process the refund through another lawful method after appropriate verification.

Duplicate refunds, multiple refunds for the same order, or refunds exceeding the amount actually paid shall not be granted.

35. Shipping Charges

Shipping charges, handling fees, COD charges, taxes, customs charges, insurance charges, convenience fees, payment gateway charges, or similar amounts may or may not be refundable depending upon:

• The reason for the return;
• Applicable law;
• Courier policies;
• Payment gateway policies;
• The nature of the claim; and
• The Company’s determination based on the specific circumstances.

Where the return results solely from an error attributable to Herbal Samrat International Co., the Company may, at its discretion or where required by law, refund applicable eligible charges.

36. Return Shipping Responsibility

Unless otherwise agreed by the Company or required by applicable law:

• The Company may arrange pickup through an authorized logistics partner, where available; or
• The customer may be instructed to return the product using an approved shipping method.

Responsibility for return shipping costs shall depend upon:

• The nature of the claim;
• Verification outcome;
• Applicable law;
• Operational feasibility; and
• The Company’s return instructions.

Customers should retain shipment receipts and tracking information until the return process has been completed.

37. Inspection of Returned Products

Upon receipt of the returned product, Herbal Samrat International Co. may inspect the product to verify:

• Product identity;
• Batch details;
• Packaging condition;
• Signs of use;
• Physical condition;
• Quantity;
• Authenticity;
• Compliance with this Policy; and
• The basis of the customer’s claim.

Inspection may include consultation with manufacturing partners, logistics providers, technical personnel, or quality control teams where reasonably necessary.

The outcome of the inspection shall form an important basis for determining whether a refund, replacement, repair (where applicable), or rejection of the claim is appropriate.

38. Partial Refunds

In appropriate circumstances and where permitted by applicable law, Herbal Samrat International Co. may approve a partial refund instead of a full refund.

Such circumstances may include, without limitation:

• Partial shortages;
• Partially damaged shipments;
• Mixed eligibility within a single order;
• Promotional adjustments;
• Pricing corrections; or
• Other situations where a full refund would not reasonably reflect the verified circumstances.

Any partial refund shall be determined in good faith based on the available evidence and the specific facts of the claim.

39. International Orders

Herbal Samrat International Co. accepts eligible international orders through its officially authorized sales channels, subject to applicable laws, export regulations, import restrictions, courier availability, and destination-country requirements.

International customers acknowledge that cross-border shipments may be subject to additional governmental, customs, security, quarantine, health, regulatory, and transportation procedures beyond the Company’s reasonable control.

Estimated delivery timelines are indicative only and do not constitute a guaranteed delivery commitment.

40. Import Laws and Customer Responsibility

The customer is solely responsible for ensuring that the products ordered are legally permitted to be imported, possessed, and used in the destination country.

Before placing an international order, customers are encouraged to verify:

• Local import regulations;
• Customs requirements;
• Health regulations;
• Prescription requirements (where applicable);
• Product restrictions;
• Quantity limitations;
• Documentation requirements; and
• Any other legal obligations imposed by the destination country.

Herbal Samrat International Co. shall not be responsible for orders delayed, rejected, confiscated, destroyed, or otherwise affected due to the import laws or regulatory requirements of the destination country.

41. Customs Clearance

International shipments may be inspected, delayed, held, or processed by customs authorities.

The Company has no authority over customs procedures, examination timelines, import approvals, or release decisions.

Customers shall remain responsible for complying with customs formalities applicable in their respective jurisdictions.

Any customs duty, import tax, VAT, GST, brokerage fee, customs clearance charge, storage charge, governmental fee, inspection fee, or similar charge imposed by the destination country shall ordinarily be the responsibility of the customer unless expressly agreed otherwise by the Company.

42. Refused Delivery

If an international shipment is refused by the customer, refused by customs authorities, refused by the courier, or cannot be delivered due to reasons attributable to the customer, including but not limited to:

• Incorrect or incomplete delivery address;
• Failure to provide required documentation;
• Failure to cooperate with customs;
• Failure to pay applicable duties or taxes;
• Repeated delivery failures;
• Customer unavailability; or
• Refusal to accept delivery,

the Company shall not be responsible for delays, additional logistics costs, storage charges, customs penalties, or other expenses arising from such circumstances.

43. International Return of Shipment

Where an international shipment is returned to Herbal Samrat International Co. before it leaves India due solely to reasons accepted by the Company, the Company may, after verification and subject to applicable law, process an eligible refund after deducting any lawful charges incurred, if applicable.

However, once an international shipment has been exported from India, accepted by the international logistics network, or has entered the destination country’s customs or delivery process, different conditions shall apply.

44. Shipments Returned After Export from India

Where an international shipment has already been dispatched from India and is subsequently:

• Returned by the destination country’s customs;
• Returned by the courier;
• Refused by the customer;
• Declared undeliverable;
• Abandoned;
• Disposed of;
• Destroyed in accordance with local law; or
• Returned to India after export,

the Company shall evaluate the matter based on the specific circumstances, applicable law, courier records, and recoverability of the shipment.

Except where otherwise required by applicable law or where the Company determines otherwise at its discretion, refunds may not be available in such circumstances, particularly where the shipment cannot be recovered in its original saleable condition or where losses have arisen due to reasons beyond the Company’s reasonable control.

45. Customs Seizure, Disposal or Destruction

Herbal Samrat International Co. shall not be responsible where an international shipment is:

• Seized by customs authorities;
• Destroyed under local law;
• Disposed of by governmental authorities;
• Destroyed due to import restrictions;
• Confiscated for regulatory reasons; or
• Otherwise dealt with by competent authorities outside the Company’s control.

Such actions are governed by the laws and authorities of the destination country, and the Company has no control over those decisions.

46. International Refund Eligibility

Subject to this Policy and applicable law, international refund requests may be considered where:

• The Company is demonstrably responsible for the error;
• A verified wrong product has been supplied;
• An eligible damaged shipment is established through satisfactory evidence;
• The shipment is confirmed lost in transit before delivery by the logistics provider; or
• Another circumstance exists in which the Company determines that a refund is appropriate.

Each international claim shall be investigated individually.

Approval of one international claim shall not create any obligation to approve future claims under similar circumstances.

47. International Replacement

Replacement of international orders shall be subject to:

• Practical feasibility;
• Applicable export regulations;
• Import laws of the destination country;
• Product availability;
• Shipping restrictions;
• Regulatory requirements; and
• Commercial viability.

Where replacement is not reasonably practicable, the Company may instead offer another appropriate resolution in accordance with this Policy and applicable law.

48. Force Majeure

Herbal Samrat International Co. shall not be liable for delay, non-delivery, loss, suspension of services, or inability to process a return, refund, or replacement where such circumstances arise from events beyond the Company’s reasonable control, including but not limited to:

• Natural disasters;
• Floods;
• Earthquakes;
• Fires;
• Epidemics or pandemics;
• War;
• Civil unrest;
• Terrorist activities;
• Government actions;
• Export or import restrictions;
• Customs delays;
• Transportation disruptions;
• Airline or shipping interruptions;
• Labour strikes;
• Cybersecurity incidents;
• Failure of communication networks; or
• Any other force majeure event.

In such circumstances, the Company shall make reasonable efforts to mitigate the impact where commercially practicable.

49. Fraud Prevention & Abuse of Policy

Herbal Samrat International Co. is committed to providing fair, transparent, and customer-friendly return, refund, and replacement services while protecting its business from fraudulent, abusive, or dishonest claims.

The Company reserves the right to investigate any request that reasonably appears to involve:

• False or misleading statements;
• Fabricated, altered, or manipulated photographs, videos, invoices, or other documents;
• Edited or incomplete unboxing videos;
• Product substitution;
• Deliberate damage to products or packaging;
• Repeated unsupported claims;
• Abuse of promotional offers;
• Attempts to obtain multiple refunds or replacements for the same order;
• Chargeback abuse after successful delivery; or
• Any other conduct that may reasonably indicate fraud or misuse of this Policy.

Where fraud or abuse is reasonably established, the Company may reject the claim, suspend future services, cancel pending orders, or take any other action permitted under applicable law.

50. Chargebacks & Payment Disputes

Customers are encouraged to contact Herbal Samrat International Co. before initiating any chargeback or payment dispute with their bank, card issuer, payment gateway, or financial institution.

If a chargeback is initiated while a return, refund, or replacement request is under review, the Company may suspend processing of the claim until the payment dispute has been resolved.

Nothing in this section limits any rights available to customers under applicable banking or consumer protection laws.

51. Company’s Right to Investigation

The Company reserves the right to conduct a reasonable investigation before approving or rejecting any claim.

Such investigation may include:

• Verification of order records;
• Courier and delivery records;
• AWB/Tracking information;
• Payment verification;
• Batch records;
• Product inspection;
• Consultation with logistics providers or manufacturing partners;
• Review of customer communications; and
• Any other verification reasonably necessary to assess the claim.

Customers agree to cooperate with reasonable requests for information during the investigation process.

52. Limitation of Liability

To the fullest extent permitted by applicable law, Herbal Samrat International Co. shall not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages arising out of or relating to any return, refund, replacement request, shipment, or product.

The Company’s liability, where established, shall ordinarily be limited to the amount actually paid by the customer for the affected product(s), unless a greater remedy is required by applicable law.

Nothing in this Policy excludes or limits liability that cannot legally be excluded under applicable law.

53. Policy Updates

Herbal Samrat International Co. reserves the right to amend, revise, modify, replace, or update this Policy at any time to reflect changes in:

• Applicable laws;
• Regulatory requirements;
• Business operations;
• Product categories;
• Logistics arrangements;
• Payment systems;
• Technology;
• Customer service practices; or
• Any other operational or legal requirements.

The revised version shall become effective upon publication on the Company’s official website unless otherwise stated.

54. Governing Law

This Return, Refund & Replacement Policy shall be governed by and interpreted in accordance with the laws of the Republic of India.

For international customers, mandatory consumer protection rights available under the laws of their country of residence shall continue to apply where such rights cannot legally be excluded.

55. Jurisdiction

Subject to any mandatory legal rights that cannot be waived under applicable law, any dispute, claim, controversy, or legal proceeding arising out of or relating to this Policy, the purchase of products, return requests, refunds, replacements, or related matters shall be subject to the exclusive jurisdiction of the competent courts at Muzaffarnagar, Uttar Pradesh, India.

Before initiating formal legal proceedings, the parties are encouraged to make reasonable efforts to resolve the dispute through direct communication with the Company.

56. Contact Information

For all return, refund, replacement, shipment, or policy-related enquiries, please contact only through the Company’s official channels:

Herbal Samrat International Co.

Registered / Business Address
Kaleem Colony, Mimlana Road, Muzaffarnagar, Uttar Pradesh – 251002, India

Customer Support & WhatsApp
+91-7017086166

Official Email
herbalsamrat@gmail.com

Official Website
www.herbalsamrat.com

Customers are requested not to share confidential payment information with any person claiming to represent the Company through unofficial communication channels.

57. Final Acknowledgement

By placing an order, accepting delivery of a shipment, submitting a return, refund, or replacement request, or otherwise interacting with Herbal Samrat International Co., you acknowledge that:

• You have read and understood this Policy;
• You agree to comply with the procedures and requirements described herein;
• You understand that every claim is subject to verification and review;
• You agree to provide truthful and complete information in support of any claim; and
• You understand that decisions under this Policy will be made based on the available evidence, applicable law, and the specific circumstances of each case.

Nothing in this Policy is intended to restrict or waive any mandatory consumer rights that cannot legally be excluded under applicable law.

58. Severability

If any provision of this Policy is held by a court or other competent authority to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect to the maximum extent permitted by applicable law.

59. Entire Policy

This Return, Refund & Replacement Policy, together with the Company’s Terms & Conditions, Privacy Policy, Medical Disclaimer, Shipment & Delivery Policy, Payment Policy, Prescription & Consultation Policy, Cookie Policy, Legal Information & Business Details, Manufacturing, Quality & Regulatory Information, and any other applicable legal notices published by Herbal Samrat International Co., constitutes the complete policy governing returns, refunds, and replacements.