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Refund Policy

When we refund a consultation fee or a medicine package, what we ask you to return, and how long the money takes to reach you.

Last updated: 10 November 2026

1. What This Policy Covers

This policy applies to the two things you pay Aksa Ayurveda for: a consultation fee (video or clinic) and the prescribed medicines and wellness products we dispatch to you afterwards.

Aksa does not run an online shop. There is no cart, no self-service checkout and no catalogue you order from. Medicines are prescribed by an Aksa doctor and the package is arranged for you by your health coach, so the steps below are handled through the person already looking after your case rather than through a returns portal.

How far a shipment can be cancelled before it leaves us, and what happens once it is with the courier, is set out in our Cancellation Policy and Shipping Policy.

2. Consultation Fees

The fee you pay for a consultation is refundable if the appointment is called off before it is due to start.

  • You cancel in advance. Tell your health coach before the scheduled time and the fee is refunded in full, or moved to another slot if you would rather be seen later.
  • We cancel, or your doctor becomes unavailable. You are offered another slot at no cost, or a full refund — your choice.
  • You do not attend and have not told us. The doctor’s time was reserved, so the fee for that session is treated as used. Your health coach can still book the next available slot.
  • Clinic visits. The registration you pay at a Delhi clinic covers the consultations included in its validity period and is not refunded once a consultation has been taken.

The fee that applies to your case is confirmed by a care coordinator before anything is paid, so there is no surprise charge to dispute afterwards.

3. Returns of Medicines and Products

We accept a return within 7 days of the date you receive the package, and returns are limited to the two cases where the fault is ours:

  • Damaged or defective. The pack arrived broken, leaking, sealed improperly, or otherwise not fit to use.
  • Wrong item dispatched. What reached you is not what your doctor prescribed for you.

In either case, tell your health coach as soon as you notice it. We will send a replacement or refund the amount for that item, at your preference, once we have verified what happened. The contents of the shipment and the original packing must come back to us with the affected item, as we need them to confirm the dispatch and the condition it arrived in.

Please photograph or keep the packaging before sending it back — it is usually enough for us to verify the problem without waiting for the return to reach Faridabad.

4. What We Cannot Take Back

Aksa medicines are prescribed for one named patient, so we cannot accept them back once the seal or pack has been opened, and we cannot accept a return simply because your mind has changed or your symptoms improved. A returned, unsealed medicine cannot lawfully be dispensed to another patient, which is why this restriction protects other patients as much as it protects us.

If you stop treatment, or your doctor changes your prescription, tell your health coach before opening further packs — remaining sealed items within the 7-day window can still be dealt with under section 3.

Anything that is not a fault on our part — a delay you are unhappy with, a dose your doctor has since adjusted, an item you ordered alongside your package and no longer want — is reviewed case by case. Ask, and we will tell you plainly what we can and cannot do.

5. Return Shipping

Where the return is because the item was damaged, defective or wrongly dispatched, Aksa arranges the pickup and bears the return cost. You do not pay to send back something we got wrong.

Do not book a courier yourself or send the package to a different address. Your health coach will tell you how it will be collected and to whom it should be addressed, so the return reaches the right desk and is matched to your case.

6. Cancellations Before Dispatch

How much comes back depends on how the payment was taken:

  • Paid in advance. You paid through the secure link your health coach sent. We refund the amount, less the transaction fee the payment gateway retains on the transaction — that deduction is the processor’s charge for moving the money, not an Aksa penalty, and we pass back whatever remains.
  • Payable on delivery. Where your area is served by cash collected at the door, there is no payment to refund. Cancelling before the courier attempts delivery is enough, and no charge is raised.

A cancellation is only possible until the package has been dispatched from our Faridabad facility. Once it has left, it travels under the Shipping Policy and is dealt with under sections 3 to 5 instead.

Because dispatch normally follows within 24 hours of your consultation, tell your health coach promptly if you want something changed — the window is short.

7. International Orders

Once a shipment has left India it cannot be recalled, and customs clearance is controlled by the authorities of the destination country, not by us.

  • Customs duty, import tax or clearance charges in your country are payable by the recipient. Aksa neither collects nor refunds them, and any such charge is not part of a refund we issue.
  • If a shipment is held, returned to us, or destroyed by local authorities, contact your health coach with the tracking reference. We will review the case, tell you what is recoverable, and refund the product value where the goods come back to us fit for restocking.
  • Refunds on international cases are made in the currency and to the method you paid with; bank or currency-conversion differences charged by your bank are outside our control.

8. How and When You Are Paid Back

We initiate a confirmed refund within 3 working days. It then usually takes 7 to 15 working days to appear in your bank, card or wallet statement, because inter-bank refund processing sits with your bank and the payment gateway rather than with us.

Refunds go back to the account, card or instrument you paid with. We do not issue cash refunds to a third party or to an account other than the one used for the payment, which protects you as much as it protects us.

Where a replacement is sent instead of a refund, the replacement follows the normal dispatch and delivery timelines in the Shipping Policy.

9. Raising a Return, Refund or Query

Use whichever channel is quickest for you, and quote your name, the date of your consultation, and the item or shipment concerned:

We aim to respond within 24 hours. If you are not satisfied with how a refund is handled, ask for it to be escalated and it will be reviewed by our grievance desk — see section 13 of our Privacy Policy for the same route.

10. Changes to This Policy

We may update this policy as our services or the rules around dispensing medicines change. The date at the top of this page is the date of the last revision, and a change takes effect when the revised page is published. A refund on a case already raised with us is settled under the policy in force when it was raised.

11. Contact

Refund enquiries can be sent to:

The other policies that govern our services:

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