What we refund, and how to claim it

Cancellations

Email [email protected] with your order number. If the order has not been dispatched, it is cancelled and refunded in full. If we have been unable to dispatch your order for more than 5 days after payment, you can cancel for a full refund at any point. Once a parcel is with the carrier it cannot be cancelled; see the returns terms below.

Damaged, spoiled or incorrect items

If a product arrives damaged, spoiled, or is not what you ordered, email [email protected] within 48 hours of delivery with your order number and clear photos of the parcel, the label and the item. Return the item as described below and you receive a full refund of the product price and the original shipping. Where the photos make the problem obvious we may waive the return and refund or reship directly.

Most of what we sell is a natural, preservative-free product. After opening, keep powders in an airtight container in a cool, dry place, and refrigerate anything the label tells you to.

Changed your mind

You can return an unopened, unused item for a refund of the product price, less the original shipping cost. To be eligible:

1. Email [email protected] within 48 hours of delivery to say you are returning it.
2. Send the parcel back within 2 days of delivery, prepaid and tracked, to the address below. We do not pay or reimburse return shipping.
3. Email us the return tracking number.
4. The item must reach us unused, undamaged and in its original sealed packaging.

What is not refundable

• Used or opened products. Herbs and foods cannot be resold once the seal is broken.
• Products you have mixed or repacked. Once combined with anything else they cannot be assessed or returned.
• Parcels refused, held, seized or destroyed by customs in your country, or items removed from a parcel by customs. Import rules are the buyer’s responsibility, and the goods and shipping have already been paid out by the time this happens. Check what your country allows before ordering; if you need a specific document, ask before you order.
• Parcels not collected or refused at delivery. Carriers charge us return shipping on top of the outbound cost, so uncollected international parcels are not refunded.
• Return shipping in every case, and the original shipping cost on change-of-mind returns.

How to send a return

Only after emailing [email protected] and receiving confirmation, send the parcel prepaid and tracked to:

Moolihai Wellness Private Limited
Main Road, Kalanthapanai
Tirunelveli, Tamil Nadu 627109
India

Pack it so it survives the journey; a return that arrives damaged is treated as used. Mark the customs declaration on your return as “Returned goods” with the original order number.

How refunds are paid

Refunds go back to the payment method you used at checkout, within a few working days of the returned parcel reaching us and being checked, or of a cancellation being confirmed. Card refunds can take a further few days to show on your statement depending on your bank. If a refund has not appeared after two weeks, email [email protected] with the order number and we will send you the payment provider’s reference.