Refund Policy
At Lifessence, all products are made to order using fresh, bespoke formulations prepared specifically for your pet. Because of this, we are unable to offer refunds or exchanges on products once they have been prepared and dispatched, except in the circumstances set out below.
This policy complies with the Consumer Protection Act 2019 and applicable e-commerce regulations in India.
1.Eligibility for Refund
A refund will be considered in the following circumstances only:
• The product received is damaged, defective, or significantly different from what was ordered
• The product was not delivered within 15 business days of the confirmed dispatch date
• A duplicate payment was made in error
2. Non-Refundable Items
The following are not eligible for refund:
• Products that have been opened or used
• Products that have been stored improperly (above 25°C or in direct sunlight)
• Products returned without prior authorisation from us
• Consultation fees once the session has taken place
• Orders where the customer provided incorrect delivery information
3. How to Request a Refund
To request a refund, please contact us within 48 hours of receiving the product at hello@lifessence.in with:
• Your order number
• A description of the issue
• Photographs of the product and packaging (for damaged or defective items)
We will review your request and respond within 5 business days.
4. Refund Process
Approved refunds will be processed within 7–10 business days to the original payment method. For UPI and bank transfer payments, refunds will be made to the account from which payment was received.
Shipping charges are non-refundable unless the return is due to our error.
5.Payment Gateway Refunds
For payments made via Razorpay or PayU, refunds are processed through the respective payment gateway and may take an additional 3–5 business days to reflect in your account, depending on your bank.
6. Contact
For refund queries: hello@lifessence.in or +91 99588 64384.