Website: https://bodylia.in

Policy Owner: Bodylia Life Sciences LLP

Effective Date: 1 November 2026

Last Updated: 14 October 2026

Version: 1.0

This Return, Refund & Cancellation Policy (“Policy”) governs cancellation requests, product returns, replacements and refunds for retail orders placed through https://bodylia.in (“Website”).

The Website is owned and operated by Bodylia Life Sciences LLP (“Bodylia”, “Company”, “we”, “us” or “our”), with its business address at:

B-208, Pavan Plaza, Opposite Lifecare Hospital, Naranpura, Ahmedabad, Gujarat, 380013, India.

This Policy applies to finished Bodylia-branded nutraceutical and wellness products purchased by consumers for personal use and delivery within India. It should be read together with our Terms & Conditions, Shipping & Delivery Policy and Privacy Policy.

Bulk procurement, wholesale, contract manufacturing, private-label production and other institutional transactions conducted through https://bodylia.com are outside the scope of this Policy and remain subject to the applicable business-to-business agreement or purchase order.

Products sold on bodylia.in are intended for adult consumers aged 18 years or older. Orders placed for unauthorised commercial resale may be subject to verification or cancellation, subject to applicable law.

This Policy is intended to protect product integrity while preserving all consumer rights and remedies available under applicable Indian law. No provision of this Policy excludes a right or remedy that cannot lawfully be excluded.

Our policy is based on the following principles:

• Hygiene and product integrity: Because our products are intended for consumption, we generally do not accept returns for a change of mind, incorrect personal selection or dissatisfaction with taste, texture or expected wellness results.
• Statutory remedies: We will consider appropriate remedies where a product is defective, damaged, unsafe, spurious, expired, incorrectly supplied, materially inconsistent with its advertised characteristics or otherwise covered by applicable law.
• Fair verification: We may request reasonable evidence to investigate a claim, but the absence of an unboxing video alone will not automatically invalidate a claim.
• Transparent refunds: Refund eligibility, applicable deductions, processing and payment methods will be handled under this Policy, the order terms and applicable law.
• No resale of unsuitable returns: Products returned with compromised seals, uncertain storage conditions or uncertain integrity will be segregated and will not be returned to saleable inventory where their safety and integrity cannot be assured.

For this Policy:

Product means a finished Bodylia-branded nutraceutical, health supplement or other product offered for retail sale on bodylia.in.

Transit Damage means physical damage, breakage, leakage or other material damage reasonably attributable to handling or transportation before delivery.

Incorrect Product means a product or variant materially different from the item identified in the confirmed order.

Missing Item means an item paid for and included in the confirmed order that was not supplied.

Product Defect means a verified manufacturing, packaging, safety or quality defect, or another material failure to conform to the product description or applicable requirements.

Near-Expiry Product means a product delivered with less than 90 calendar days of remaining shelf life. This is Bodylia’s proposed customer-protection standard, subject to product-specific shelf life and applicable law. A product that fails an applicable statutory or FSSAI shelf-life requirement may qualify for a remedy regardless of this 90-day definition.

Return-to-Origin (RTO) means a dispatched shipment returned to the fulfilment location without successful delivery.

Business day means a day on which the relevant fulfilment or payment-processing operation ordinarily functions, excluding Sundays and applicable public holidays, unless a statutory deadline requires a different calculation.

4.1 General no-change-of-mind policy

Due to the consumable nature of nutraceutical products and the need to protect hygiene, product integrity and consumer safety, we generally do not accept returns or refunds solely because:

• You changed your mind after delivery.
• You selected the wrong product or ordered an unsuitable variant.
• You dislike the taste, texture, smell or palatability of a product that conforms to its description and applicable quality requirements.
• You did not experience a particular wellness result within your expected timeframe.
• You no longer require the product after delivery.
• You opened a product and subsequently decided not to use it.

This restriction applies only to discretionary, change-of-mind requests. It does not override statutory remedies for defective, deficient, unsafe, spurious, expired, misdescribed or incorrectly supplied products.

4.2 Circumstances in which you may request a remedy

You may contact us to request an appropriate remedy if:

1. The parcel or product arrives physically damaged, leaking or materially compromised.

2. A tamper-evident seal appears broken or compromised at the time of delivery.

3. You receive an incorrect product, variant or quantity.

4. One or more paid items are missing from the shipment.

5. A product is expired or does not meet the applicable shelf-life requirements.

6. A product qualifies as Near-Expiry under Section 3.

7. A product has a manufacturing, packaging, safety or other verifiable quality defect.

8. A product is spurious, adulterated or otherwise non-compliant.

9. The product materially differs from its advertised or agreed characteristics.

10. Delivery is later than the stated delivery schedule in circumstances where a remedy is available under applicable law, including Rule 7(4) of the Consumer Protection (E-Commerce) Rules, 2020, subject to the force-majeure exception in that Rule.

11. Another circumstance gives rise to a remedy under applicable law.

Depending on the circumstances, available remedies may include a replacement, collection and return, refund of the relevant amount, or another remedy required by law. We will explain the available options when assessing the claim.

4.3 Products purchased from other sellers

This Policy applies only to products purchased through bodylia.in. We cannot process a return or refund for products purchased from an unauthorised reseller, another marketplace, another retailer or a business selling unrelated products under a similar name.

Bodylia Life Sciences LLP’s oral nutraceutical products are distinct from unrelated topical skincare or cosmetic products marketed internationally under the name “Bodylia”. We do not administer returns or refunds for those unrelated products.

Please report a delivery or product issue promptly so that we can investigate it effectively.

These periods are intended to facilitate prompt investigation and are not a blanket waiver of statutory rights. A claim will not automatically be rejected solely because it was submitted outside a stated reporting target where applicable law requires a remedy or the nature of the defect reasonably prevented earlier discovery.

How to submit a request

Submit your request through our official contact portal:

https://bodylia.com/contact

Please provide, where available:

• Your order number and order date.
• The product name and quantity affected.
• The date the parcel was delivered.
• A clear description of the issue.
• Photographs showing the shipping carton, shipping label, product, batch details, expiry date and affected area.
• Your preferred contact method for follow-up.

Please retain the product, packaging and invoice until we advise you whether inspection or collection is required. Do not consume a product that appears contaminated, compromised or unsafe.

We investigate claims fairly and may request reasonable evidence proportionate to the issue reported.

6.1 Unboxing videos

A continuous unboxing video showing the sealed parcel, shipping label and contents can help us investigate claims involving missing items, incorrect products or transit damage more quickly.

However, an unboxing video is encouraged, not mandatory. The absence of a video will not, by itself, be grounds for automatically rejecting an otherwise credible claim.

6.2 Alternative evidence

Where no unboxing video is available, we may consider:

• Clear photographs of the outer parcel and shipping label.
• Photographs of the product, seals, batch number and expiry date.
• The courier’s delivery record and shipment weight data, where available.
• Warehouse packing records and dispatch records, where available.
• Relevant product quality or batch documentation.
• Other reasonable information that helps establish what was supplied and the condition in which it arrived.

6.3 Verification and response

We aim to acknowledge a complete claim promptly and ordinarily provide an initial assessment within 3–5 business days. More complex investigations may require additional time, including where a carrier or quality review is necessary.

Where further information is needed, we will explain what is required. A request for additional evidence will not be used to delay or defeat a remedy contrary to applicable law.

Where an unboxing video or other evidence allows an issue to be verified quickly, we may prioritise the claim. We do not guarantee a particular approval time solely because a particular format of evidence is supplied.

7.1. Do not send a product back without first contacting us, unless applicable law or our instructions provide otherwise. We will explain whether the product needs to be returned, inspected remotely, collected or retained for a quality investigation.

7.2. If a return is approved, we will ordinarily arrange reverse pickup through a suitable logistics partner. Our target is to arrange pickup within 4–7 business days after approval, subject to PIN-code serviceability and carrier availability.

7.3. If reverse pickup is unavailable, we may provide instructions for an alternative return method. Where a return is necessary because we supplied a defective, damaged, expired, incorrect or otherwise non-conforming product, reasonable return-shipping costs will be borne by Bodylia, subject to applicable law.

7.4. Where a return is approved, please package the product securely and include the relevant product packaging, labels and accessories reasonably required for verification. Do not remove, alter or obscure batch or expiry information.

7.5. If the product is unsafe or suspected to be contaminated, do not send it back without instructions. We may arrange a suitable collection or alternative evidence-based investigation.

7.6. A return pickup or receipt of a parcel does not, by itself, constitute final approval of a refund. However, inspection procedures will be reasonable and will not displace a remedy required by law.

8.1. Returned products may be inspected to verify product identity, batch details, the reported condition and the nature of the claim.

8.2. We may compare the returned product and claim information against relevant dispatch, carrier and quality records.

8.3. Products whose seals have been compromised, which have been opened or consumed, or whose storage history or integrity cannot be established will not ordinarily be restocked for resale. This does not prevent us from accepting or examining an opened product when opening was reasonably necessary to discover a latent defect or investigate a safety concern.

8.4. Products returned for quality or safety reasons will be segregated where appropriate. Any decision regarding disposal, investigation or further handling will be made in accordance with applicable food-safety and product-quality requirements.

8.5. We may refuse a discretionary return where evidence reasonably establishes that the product was damaged, altered, contaminated or improperly stored after delivery by the customer. This will not automatically defeat a credible claim that a product was defective or non-conforming when supplied.

8.6. We will not rely on an internal inspection result alone to deny a remedy where the available evidence or applicable law requires a different outcome. Where a claim cannot be verified, we will explain the material reasons for our decision.

9.1 Customer-requested cancellation before dispatch

You may request cancellation of an order before it is dispatched. We will make reasonable efforts to stop fulfilment if the order has not yet entered a stage at which cancellation is operationally possible.

You may submit a cancellation request through the order-management facilities available on bodylia.in or through https://bodylia.com/contact.

For an accepted pre-dispatch cancellation, we will refund the amount paid for the cancelled order, including shipping charges paid for that order, subject to any lawful and clearly disclosed adjustment applicable to a partial cancellation.

9.2 Orders already dispatched

Once an order has been handed to the carrier, cancellation may no longer be operationally possible. You may contact us to ask whether interception or cancellation can be arranged, but this is subject to the carrier’s capability.

If the parcel has already been dispatched or delivered, any return, refund or delivery-refusal request will be assessed under this Policy, the Shipping & Delivery Policy and applicable law. This provision does not remove statutory rights relating to late delivery, defective or non-conforming goods.

9.3 Cancellation by Bodylia

We may cancel an order where reasonably necessary, including where:

• The product is unavailable or fails a required quality check before dispatch.
• The delivery destination is not serviceable.
• There is a material pricing or listing error.
• A payment or order appears to involve fraud or unauthorised activity.
• The order violates applicable law or a clearly disclosed restriction.

Where Bodylia cancels an order without fault on the customer’s part, we will not impose a cancellation penalty and will initiate the applicable refund. We will communicate the cancellation and the next steps through the available contact details.

9.4 Failed payment or unconfirmed order

If your account has been debited but no confirmed order is generated, please first check the order status and payment record. If the transaction remains unresolved, contact us through the official contact portal with the transaction reference.

Failed-payment reversals are distinct from refunds for a successfully placed order. They are handled through the relevant payment service provider, bank and applicable Reserve Bank of India requirements. The applicable deadline depends on the transaction type and the relevant regulatory framework.

10.1. A parcel may be returned to Bodylia if delivery fails because of an incomplete or incorrect address, repeated recipient unavailability, failure to complete a required delivery verification, or refusal of a COD shipment.

10.2. If a prepaid order is returned to origin, we will review the reason for non-delivery and contact you where reasonably necessary. Any refund will be assessed under this Policy and applicable law.

10.3. If the parcel was returned because of a Bodylia or carrier error, a product issue, or a delay for which a consumer remedy is available, we will not impose an inappropriate cancellation or return charge.

10.4. Where an RTO is demonstrably attributable to an incorrect address supplied by the customer or an unjustified refusal of a correctly supplied shipment, we may consider deducting reasonable, actual and previously disclosed shipping costs, but only to the extent permitted by applicable law. We will not impose an arbitrary or undisclosed penalty.

10.5. Repeated failed COD deliveries may result in COD being unavailable for future orders, subject to a reasonable assessment and applicable law. This will not affect any consumer right.

11.1 When a refund may be issued

A refund may be available following:

• Acceptance of a pre-dispatch cancellation.
• Approval of an eligible return.
• Confirmation of a defective, damaged, expired, incorrect or non-conforming product.
• Confirmation that a shipment is lost or cannot reasonably be delivered.
• Cancellation by Bodylia.
• Another circumstance in which a refund is required by applicable law.

Where a replacement is offered, you may choose it where available and appropriate. A replacement will not be imposed in place of a refund where applicable law entitles you to a refund.

11.2 Refund initiation

Our operational target is to initiate an approved refund within 5–7 business days after the relevant cancellation is accepted or the return/claim is approved, subject to the nature of the claim and any necessary verification.

For straightforward pre-dispatch cancellations or confirmed non-delivery cases, we aim to initiate the refund sooner where practicable.

These are service targets, not a restriction on statutory deadlines. We will process refunds within any shorter or otherwise applicable period required by law.

11.3 Refund destination

For a COD refund, we may request the minimum bank details reasonably required to complete the transfer, such as account holder name, account number and IFSC. Please provide these details only through a secure channel we designate. We will never ask for your UPI PIN, card PIN, password or OTP to issue a refund.

11.4 Bank and payment-provider processing

The time taken for a refund to appear in your account depends on the bank, card issuer, UPI provider, wallet or payment service provider. The date on which Bodylia initiates a refund may differ from the date on which your account is credited.

If the refund has been initiated but is not reflected within the communicated period, contact us with the order number and refund reference, if available. We will assist with reasonable follow-up.

11.5 Refund amount and shipping charges

The refund will ordinarily reflect the amount actually paid for the affected product after discounts applied at checkout.

Where a return, replacement or refund is due because Bodylia supplied a defective, damaged, expired, incorrect or materially non-conforming product, or where a refund is otherwise required by law, we will not make an inappropriate deduction for shipping or handling.

For a full pre-dispatch cancellation, shipping charges paid for the cancelled order will be refunded. For a partial cancellation or discretionary adjustment, any applicable recalculation will be clearly explained and will be subject to applicable law.

11.6 No compulsory store credit

We may offer a voucher, wallet credit or other non-cash benefit as an alternative, but it will be issued as a substitute for a monetary refund only with your affirmative agreement and where permitted by law. A customer will not be forced to accept store credit instead of a refund to which they are legally entitled.

12.1. Where a claim is approved and a replacement is an appropriate remedy, we will arrange a replacement of the same product or an agreed alternative, subject to stock availability and applicable law.

12.2. Our target is to dispatch an approved replacement within 2 business days after the decision to replace, where stock and logistics arrangements permit. Delivery time will depend on destination and carrier serviceability.

12.3. If the same product is unavailable, we will inform you and discuss an appropriate alternative or refund, as applicable. We will not require you to accept a different product without your agreement.

12.4. A replacement shipment will ordinarily be provided without additional product or shipping charges where the replacement is required because of a verified Bodylia or fulfilment error.

13.1 Promotional discounts

Refunds are calculated with reference to the amount actually paid for the affected product after applicable discounts. A refund will not exceed the amount paid for the item or order being refunded, except where a different amount is required by law.

13.2 Pre-launch and launch offers

Promotional benefits, including the waitlist launch coupon and any additional discount offered to eligible pre-launch registrants, are governed by the specific terms disclosed for the relevant offer.

Where a single-use coupon is used on an order cancelled before dispatch, reinstatement will depend on the offer terms and whether the coupon remains valid. If Bodylia cancels an order or approves a statutory return after the promotional period has expired, we will assess an appropriate remedy under the offer terms and applicable law. We will not use the expiry of a promotional code to deny a statutory refund.

13.3 Bundles and partial returns

If a customer requests a discretionary partial cancellation before dispatch and the remaining items no longer qualify for a disclosed bundle discount or free-shipping offer, the order total may be recalculated according to the original offer terms, provided the calculation is transparent, proportionate and lawful.

If an eligible return is caused by a defective, damaged, expired, incorrect or materially non-conforming product supplied by Bodylia, we will not impose a retroactive shipping or promotional deduction that improperly reduces the remedy owed to the customer.

13.4 Free promotional gifts

Where an offer includes a free gift, the offer terms may require the gift to be returned with the main product when the customer requests a discretionary return or cancellation that reverses the qualifying purchase.

If the return is caused by a product defect, incorrect supply or another circumstance requiring a statutory remedy, any treatment of the gift will be assessed fairly and consistently with applicable law. We will not make a deduction that unlawfully diminishes a consumer’s entitlement.

Standalone complimentary samples or gifts that were not purchased for monetary consideration ordinarily do not qualify for a cash refund in their own right, subject to applicable law.

13.5 Referral rewards

Referral benefits are governed by the published referral-program terms. We may reverse an unvested or incorrectly credited reward where the underlying order is cancelled, refunded or found to be fraudulent, subject to those terms and applicable law.

We may investigate credible indications of self-referral, multiple-account abuse or manipulation of a promotional programme. Any action will be proportionate and will not be used to deny an otherwise valid statutory product remedy.

14.1. Nutraceuticals may contain ingredients to which individual consumers respond differently. Individual dissatisfaction with expected wellness results, or a sensitivity that does not arise from a product defect, does not by itself establish that the product is defective.

14.2. This does not mean that safety complaints will be treated as ordinary change-of-mind requests. If you experience an unexpected adverse reaction, allergic response or other suspected health event after using a Bodylia product, stop using the product where appropriate and seek qualified medical advice.

14.3. Please report the event promptly through https://bodylia.com/contact, identifying the product and batch number where available. We may request information reasonably necessary to investigate the report and assess product safety.

14.4. Safety reports will be referred for appropriate quality and regulatory review. We may request photographs, purchase details or access to the product for investigation. Any collection of a product for safety testing will be arranged with reasonable instructions.

14.5. Reporting an adverse event does not automatically establish a manufacturing defect or guarantee a refund. Equally, the fact that an adverse event may be individual does not prevent investigation of a possible quality or safety issue. Any applicable legal rights remain unaffected.

15.1. We process personal information submitted in connection with cancellations, returns, refunds and product-safety complaints in accordance with our Privacy Policy and applicable Indian law.

15.2. Information may include order and transaction references, contact details, photographs, shipment records, batch details and, where necessary for a COD refund, bank-account information.

15.3. We use such information for purposes including claim verification, refund processing, fraud prevention, customer support, quality investigations, product-safety monitoring, legal compliance and recordkeeping.

15.4. Access to claim information will be limited as appropriate to authorised personnel and service providers who need it for these purposes. We will retain information for the period required by applicable law or reasonably necessary for legitimate operational, safety, dispute-resolution and recordkeeping purposes, subject to our Privacy Policy.

15.5. A request to delete personal information will be handled under the Privacy Policy and applicable law. We may retain records where a legal obligation, regulatory investigation, product-safety requirement or legitimate claim requires retention. We will not claim that all return-related records must be retained for a fixed five-year period unless that retention period is applicable to the particular record.

16.1. We may investigate suspected fraudulent claims, repeated empty-parcel claims, product substitution, altered batch information, abuse of promotional offers or other material inconsistencies.

16.2. Verification may include reviewing order details, dispatch weights, carrier scans, product identifiers and relevant warehouse records where available.

16.3. We may decline a claim where the evidence reasonably establishes that it is fraudulent or does not relate to a product supplied by Bodylia. We will not treat a customer as fraudulent merely because the customer lacks an unboxing video or because the returned product has been opened to reveal a latent defect.

16.4. Where a claim is rejected, we will communicate the principal reason and, where appropriate, explain whether additional information could assist in reassessment.

For return, refund, cancellation, replacement or product-quality concerns, please use our official contact portal:

https://bodylia.com/contact

Company: Bodylia Life Sciences LLP

Customer Care / Contact Person: Aryan Gajjar

Telephone: +91  90819 00921

Address: B208, Pavan Plaza, Opposite Lifecare Hospital, Naranpura, Ahmedabad, Gujarat – 380013, India.

Please include your order number and a concise description of the issue. We will provide a complaint or ticket reference where required or supported by our system.

Complaints will be acknowledged and resolved within the timelines prescribed by applicable law. Under the applicable e-commerce grievance framework, the relevant statutory requirements include acknowledgement within 48 hours and redressal within one month of receipt. Our operational target may be faster, but the statutory timeframe remains controlling.

If your concern is not resolved, you may pursue remedies available under applicable consumer-protection law, including the National Consumer Helpline or the competent Consumer Commission. Nothing in this Policy requires you to waive statutory rights or remedies.

This Policy is governed by the laws of India, including, as applicable:

• The Consumer Protection Act, 2019.
• The Consumer Protection (E-Commerce) Rules, 2020, as amended.
• The Sale of Goods Act, 1930.
• The Food Safety and Standards Act, 2006, and applicable rules and regulations.
• Applicable Reserve Bank of India directions concerning payment transactions and failed-transaction reversals.
• Other applicable Indian laws and regulatory requirements.

Any jurisdiction provision in the Website’s Terms & Conditions applies subject to mandatory consumer-protection provisions and the jurisdiction of the competent Consumer Commission. Nothing in this Policy restricts a consumer from exercising a non-waivable statutory right.

We may revise this Policy to reflect changes in our operations, payment systems, fulfilment arrangements, product-safety procedures or applicable law.

The latest version will be published on bodylia.in with the revised “Last Updated” date. Unless applicable law requires otherwise, the version in force when an order was placed will govern that order, subject to mandatory legal rights and any changes required by law.

This Policy must be read with:

• Terms & Conditions - governing the general use of bodylia.in and retail orders.
• Shipping & Delivery Policy - governing dispatch, delivery, failed delivery, tracking and shipment issues.
• Privacy Policy - governing personal-information processing and retention.
• Promotional Terms - governing any specific coupon, referral, launch or bundle offer.

If a shipping or delivery issue also gives rise to a return or refund request, this Policy governs the return/refund remedy, read together with the Shipping & Delivery Policy and applicable law. In the event of an inconsistency, mandatory law will prevail.

✆ +91 90819 00921