Refund policy
Return, Replacement, Cancellation & Refund Policy
Last Updated: 31 August 2026
At Wellora by RAYA, we take great care in maintaining the quality, hygiene, safety and integrity of our wellness and personal-care products.
Due to the personal-use and hygiene-sensitive nature of our products, we follow a limited return, replacement, cancellation and refund policy.
We strongly recommend that customers carefully review the product description, ingredients, quantity, intended purpose, directions for use, warnings and other relevant information before completing a purchase.
Nothing in this Policy is intended to restrict any mandatory consumer right or remedy available under applicable laws of India.
1. Order Confirmation & Cancellation
Once an order has been successfully placed and payment has been completed, the order is considered confirmed and may immediately enter our processing and fulfilment system.
Change-of-mind cancellations are not guaranteed after an order has been confirmed.
If you wish to request cancellation, please contact Wellora by RAYA immediately:
Email: wellorabyraya@gmail.com
Phone/WhatsApp: +91 98722 23685If the order has not yet entered processing, packing or dispatch, we may be able to approve the cancellation.
Once an order has been processed, packed or dispatched, it cannot ordinarily be cancelled merely because the customer:
Changed their mind;
Ordered the wrong product;
No longer wants or requires the product;
Found the same or another product at a different price elsewhere; or
Is unavailable or unwilling to accept delivery.
Cancellation requests will be assessed according to the status of the order when the request is received.
Refusal of delivery of a correctly supplied prepaid order does not automatically make the order eligible for refund.
Nothing in this section limits any mandatory rights available under applicable Indian consumer law.
2. General Return Policy
Due to the hygiene-sensitive, personal-use and product-integrity nature of our wellness and personal-care products, Wellora by RAYA does not ordinarily accept change-of-mind returns where the correct product has been supplied as ordered.
Returns, replacements and refunds are primarily considered where there is a verified product or fulfilment issue.
Opened, used, unsealed, altered or tampered products cannot ordinarily be returned, except where:
The product is defective;
The product was damaged when supplied;
An incorrect product was supplied;
The product is expired;
The product is materially different from what was represented or agreed;
Opening or limited use was reasonably necessary to discover the defect; or
Applicable law requires another remedy.
3. 3-Day Standard Claim Period
Customers should inspect their order promptly upon delivery.
Claims involving a damaged, defective, broken, leaking, expired, missing or incorrectly supplied product should be reported to Wellora by RAYA within 3 days from the date of delivery under our standard claim process.
The 3-day period allows us to investigate the condition of the product, packaging and shipment promptly and, where appropriate, raise the matter with our courier or fulfilment partner.
Important: The 3-day period is Wellora by RAYA's standard claim-reporting period. It does not exclude, restrict or override any mandatory consumer right or remedy that may be available under applicable Indian law.
4. Eligible Return, Replacement or Refund Situations
A claim may be considered where the customer receives a product that is:
Damaged during transit;
Broken;
Leaking;
Defective;
Expired at the time of delivery;
Incorrect or different from the product ordered;
Missing from the delivered order; or
Otherwise materially different from what was represented or agreed.
Eligible claims will be subject to reasonable verification.
5. Non-Returnable Products & Situations
Except where a remedy is required under applicable law, Wellora by RAYA does not ordinarily accept returns or provide refunds solely for:
Change of mind;
Products ordered incorrectly by the customer;
Opened products;
Used products;
Products with broken or removed seals;
Products altered or tampered with after delivery;
Products damaged due to improper handling after delivery;
Products stored contrary to provided instructions;
Products used contrary to provided directions;
Personal preference regarding fragrance, texture, consistency, colour, appearance or feel;
Individual results differing from expectations;
Customer deciding that the product is no longer required;
Customer finding the product or a similar product elsewhere at a different price;
Custom-made or personalised products, where applicable;
Products purchased from unauthorised third-party sellers; or
Other voluntary/change-of-mind circumstances where the product supplied was correct and compliant.
These exclusions do not apply where a product is defective, damaged when supplied, incorrectly supplied, materially misrepresented, unsafe, non-compliant or otherwise subject to a mandatory remedy under applicable law.
6. No Return Based Solely on Individual Results
Wellness and personal-care products may produce different experiences for different individuals.
A product will therefore not ordinarily qualify for return, replacement or refund solely because:
The customer did not experience the result they expected;
Results differed from another person's experience;
Results took longer than expected;
The customer did not like the fragrance;
The customer did not like the texture or consistency;
The customer changed their mind after trying the product; or
The customer's subjective experience did not meet their expectations.
Wellora by RAYA does not guarantee identical or specific results for every customer unless expressly stated otherwise.
This section does not apply where a product is genuinely defective, unsafe, incorrectly supplied, materially misrepresented or where applicable law provides another mandatory remedy.
7. Damaged, Defective, Broken, Leaking, Expired or Incorrect Products
If you receive a damaged, defective, broken, leaking, expired or incorrect product, please contact us within 3 days from the date of delivery under our standard claim process.
Please provide:
Customer name;
Order number;
Product name;
Description of the issue;
Clear photographs of the affected product;
Clear photographs of the product packaging;
Photograph of the outer shipping packaging;
Photograph of the shipping label;
Relevant video showing the issue; and
Proof of purchase.
Unboxing Evidence
For claims involving transit damage, leakage, breakage, missing products or incorrect products, a continuous unboxing video beginning before the sealed parcel is opened is strongly recommended.
This evidence helps us determine whether the issue occurred before or during delivery and may assist us in raising a claim with our courier or fulfilment partner.
The absence of an unboxing video will not by itself remove a consumer remedy that is mandatorily available under applicable law.
Customers should retain the affected product, bottle/container, product box, outer shipping packaging and shipping label until the claim has been resolved.
8. Replacement First Policy
Where a claim involving a damaged, defective, leaking, broken, expired, missing or incorrectly supplied product is verified, our preferred resolution, where appropriate, is replacement of the affected product.
A refund may be considered where:
The replacement product is unavailable;
A replacement cannot reasonably be provided;
The circumstances justify another resolution; or
A refund or other remedy is required under applicable law.
Replacement is subject to verification and product availability.
Nothing in this section limits a remedy that the customer is legally entitled to receive.
9. Replacement Conditions
Where applicable, the affected product should be:
Retained in its original packaging;
Available for inspection or return if reasonably requested;
Accompanied by proof of purchase; and
Unused, except where opening or limited use was reasonably necessary to discover the reported defect.
Please do not dispose of the affected product, bottle/container, product packaging, shipping box or shipping label until your claim has been resolved.
10. Claim Process
Step 1 — Contact Us
Raise your claim within our standard 3-day claim period by contacting:
Email: wellorabyraya@gmail.com
Phone/WhatsApp: +91 98722 23685Please provide your order number, customer name, product name, description of the issue and relevant photographs/videos.
Step 2 — Assessment
Our team will review the information provided.
We may reasonably verify:
Order details;
Product supplied;
Batch/product information;
Product condition;
Packaging;
Shipping information;
Photographs/videos; and
Nature of the reported issue.
Submission of a claim does not automatically mean that a replacement or refund has been approved.
Step 3 — Resolution
Once the claim has been verified, we will communicate the applicable resolution.
Depending on the circumstances, this may include:
Replacement;
Exchange;
Refund; or
Another appropriate resolution.
11. Returning an Approved Product
Do not send a product back to Wellora by RAYA without prior approval.
If a physical return is required, our customer-support team will provide instructions regarding how and where the product should be returned.
Products returned without prior approval or instructions may not be accepted.
Where a return results from a verified error attributable to Wellora by RAYA, appropriate return arrangements will be communicated by our team.
Where we voluntarily agree to accept a customer-attributable return despite it not ordinarily being covered by this Policy, return-shipping or related charges may be borne by the customer where permitted by law.
12. Exchanges
We do not ordinarily offer exchanges merely because a customer changes their mind or wishes to purchase another product after receiving the correctly supplied product.
Where an incorrect, defective or damaged product has been supplied and the claim is verified, we may provide a replacement or another appropriate resolution.
13. Refunds
Refunds are not automatically provided merely because a customer requests one.
Where a refund has been approved following assessment, it will ordinarily be initiated to the original method of payment, where technically possible.
We aim to initiate an approved refund within 10 business days after approval.
After we initiate a refund, additional processing time may be required by the customer's:
Bank;
UPI provider;
Card issuer; or
Payment service provider.
Such external processing periods are outside our direct control.
If more than 15 business days have passed since we confirmed approval of your refund and you have not received it, please contact:
wellorabyraya@gmail.com
14. Allergies, Sensitivities & Product Suitability
Customers should carefully review the product ingredients, directions for use, warnings, intended purpose and other information provided before purchasing or using a product.
Individual suitability and sensitivity may vary.
Where ingredients and relevant product information were correctly disclosed, a product will not ordinarily qualify for return solely because a disclosed ingredient is unsuitable for a customer's personal preference or known sensitivity.
This does not limit rights relating to incorrectly labelled, contaminated, defective, unsafe or otherwise non-compliant products.
If you experience an unexpected or concerning reaction, discontinue use and seek appropriate medical advice.
15. Incorrect Customer Information
Customers are responsible for providing accurate:
Name;
Mobile number;
Email address;
Delivery address;
PIN code; and
Other information reasonably required for delivery.
If an order cannot be delivered because the customer provided incorrect or incomplete information, any subsequent reshipping, cancellation or refund request will be assessed according to the circumstances and reasonable costs incurred, subject to applicable law.
Customers should contact us immediately after placing an order if they notice an error in their delivery information.
16. Refused or Undeliverable Orders
Refusing delivery does not automatically constitute an approved cancellation or return.
Where a correctly supplied prepaid order is refused without a verified product, fulfilment or delivery issue, any refund or reshipping request will be assessed after considering the circumstances, return of the shipment and any applicable costs, subject to applicable law.
17. Products Purchased Through Third Parties
This Policy applies to eligible products purchased directly through:
wellorabyraya.store
Where a Wellora by RAYA product has been purchased through an authorised third-party marketplace or retailer, the customer may be required to submit their return or replacement request through that marketplace or retailer in accordance with the terms governing that transaction and applicable law.
Products purchased from unauthorised sellers may not be eligible for remedies directly through Wellora by RAYA, subject to applicable law.
18. Consumer Rights Under Indian Law
Nothing contained in this Policy is intended to exclude, waive, restrict or override any mandatory consumer right or remedy available under applicable laws of India.
Where applicable law requires Wellora by RAYA to accept a return or provide a refund, replacement or another remedy despite any provision contained in this Policy, the applicable legal requirement will prevail.
Accordingly, the 3-day standard claim period described in this Policy should not be interpreted as eliminating a mandatory statutory remedy that may otherwise be available to a consumer.
Contact Wellora by RAYA
For cancellations, damaged products, replacements, returns, refunds or other order-related concerns:
Wellora by RAYA
Email: wellorabyraya@gmail.com
Phone/WhatsApp: +91 98722 23685
Website: wellorabyraya.store
Country: India