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Overview

This policy applies to orders delivered within India. If your order arrives damaged, incorrect or incomplete, contact us within 14 days of receiving it so we can arrange an eligible return, refund or exchange.

The return process below covers problems with the goods supplied. Customer-requested order cancellations are covered separately under COD Orders and Prepaid Orders. Contact our team before sending any product back.

Damaged or Incorrect Items

If you receive an item that is damaged, incorrect or different from the description on our website, or if units are missing from your order, notify our customer care team within 14 days of receipt. Email your order reference and photographs of the outer packaging and products to support@maxenerwellness.com, or call +91 87358 40762.

Our team will arrange a reverse courier pickup where a return is needed. Maxener Wellness pays the return courier charges for eligible damaged or incorrect items. The customer is not charged for this return shipment.

Once the returned item is received and the issue is confirmed, we will provide a full refund for the affected item or an exchange, as requested. Exchanges depend on product availability. No restocking fee is charged (₹0).

For an incomplete order, contact us with the details so our team can resolve the missing items. The COD cancellation rule below does not remove your rights to a refund or replacement for damaged, defective or incorrect goods.

Cash on Delivery (COD) Orders

If you choose to cancel a COD order after paying its confirmation amount, that payment is non-refundable, subject to applicable consumer law. This includes the full COD confirmation charge shown and paid at checkout (₹100 per item quantity for new orders), even when cancellation is requested before dispatch.

For customer-requested cancellations, the customer bears any actual courier dispatch and return charges incurred, where permitted by law. Our team will explain any applicable charges when handling the cancellation.

This rule concerns cancellation at the customer’s request. It does not mean that every COD purchase is non-refundable. Eligible damaged or incorrect item claims follow the return process above, regardless of payment method.

If Maxener Wellness cancels the order, the confirmation payment will be refunded. Any cancellation charges and reciprocal compensation will be handled in accordance with applicable consumer law.

Prepaid Orders

Contact our team as soon as possible if you want to cancel a prepaid order. For a customer-requested cancellation, the refundable amount is the amount paid less any actual courier dispatch and return charges already incurred, where permitted by law. Courier charges are not deducted where none have been incurred.

Approved prepaid refunds are processed within 1–2 days using the original payment method. Your bank or payment provider may take additional time to display the credit.

The courier deduction for customer-requested cancellation does not apply to eligible damaged or incorrect item returns. Maxener Wellness pays the return courier charges for those cases.

Please note the following important points

Initiate an eligible return within 14 days of receiving the product. Keep the item unused, with its original tags and packaging. If the packaging arrived damaged, retain it and share photographs with our team.

No restocking fee is charged (₹0). Contact support to arrange a return rather than sending the parcel without instructions.

Prepaid refunds are returned to the same account or card used for payment. For an eligible refund of cash collected on delivery, contact our team to arrange the refund method.

These terms do not limit your rights under applicable consumer protection law. Conditions relating to packaging, return windows and customer cancellation payments do not override refunds or other remedies required by law.

For assistance, email support@maxenerwellness.com or call +91 87358 40762.