Payment Policy 

We accept online orders using the following payment modes: 

Credit Cards, Debit Cards, Net Banking, Wallets, UPI, and QR 

Cash on Delivery 

Please note that for online transactions using Visa and Mastercard Credit Cards, you need to provide your 16-digit Credit Card number, card expiry dates, and the 3-digit CVV number (located on the back of the card). For American Express Cards, a 15-digit card number and a 4-digit code are required. 

The Credit Card transaction will appear on your bank statement as a payment to Kayna Healthcare Pvt. Ltd. 

If the amount has been deducted from your account, but you haven't received confirmation from us, please contact our Customer Care team and provide the following information: 

Transaction Reference Number 

Amount debited along with your registered Email ID 

Date & Time of Transaction 

Shipping Policy 

Kayna Healthcare ships products throughout India, and shipping is free for all prepaid orders. (Details Required for Minimum Order Shipping charges)  

Cash on Delivery is available for pan-India deliveries, subject to variations due to third-party delivery partners, applicable government rules and regulations, force majeure events, or at the sole discretion of Kayna Healthcare. 

All applicable shipping and handling charges are specified at the time of purchase processing. 

All orders are shipped from our warehouses in India through courier services. You will receive communication with tracking and shipment details once your order is dispatched. 

We make every effort to dispatch and deliver orders promptly. You will receive an estimated delivery time for your order once the purchase is processed. The estimated delivery time may vary depending on different zones or for reasons beyond Kayna Healthcare's control, without any claims or liabilities on our part. Please note that business days exclude Saturdays, Sundays, and Holidays. 

During sale or promotional periods, dispatches may be delayed due to increased order volumes or for reasons beyond our control, without any liability or claims against Kayna Healthcare. 

Delivery Policy 

For this policy, the "Order Delivery" date refers to the date on which Kayna Healthcare informs you that the order has been delivered. 

If the order status is updated as delivered, but you have not received the order, please notify our Customer Care team within 24 hours of the delivery notification. Failure to do so will result in the order being considered delivered and accepted by you without any claims or liability against Kayna Healthcare. We will investigate the issue with our courier partner and respond promptly. 

In case of shortages, pilferage, or damages, please notify our Customer Care team within 48 hours of receiving the order. Failure to do so will be considered as accepting the product without any claims or liability against Kayna Healthcare. We will review your request, investigate the issue, and respond promptly. 

You are responsible for providing a complete and accurate delivery address. If you provide incorrect delivery details, you will incur incur additional costs. Kayna Healthcare cannot be held liable for delivery issues due to address errors. 

We do not assume responsibility for any damages that occur after delivery. We are not liable for the misplacement of products post-delivery. 

We reserve the right to pause deliveries to any part of the country at any time if necessary. 

Please note that Kayna Healthcare engages third-party courier services for shipment delivery, and therefore, we are not responsible for the actions, omissions, or conduct of the delivery personnel. 

 
 

Cancellation Policy 

Orders that have been dispatched cannot be canceled. 

If a customer requests the cancellation of a dispatched prepaid order, they will need to bear the shipping charges incurred. A minimum shipping charge of Rs.100 will be deducted from the refundable amount in such cases. 

Discount vouchers are intended for one-time use only and will be considered used even if the order is canceled. Please note that discount vouchers are non-redeemable in cash. 

Return & Exchange Policy 

No returns are allowed on any Product delivered to you due to the hygiene/health and personal care/wellness/consumable nature of the Product, except under the following circumstances: 

Package accessories (safety seals) are missing. 

Package contents are damaged or broken. 

Incorrect product is delivered. 

An expired product is delivered. 

To initiate a return for the above-mentioned reasons, you must raise a return request within 48 hours of the product's delivery. Failing to do so will result in the product being deemed accepted by you, and no return will be possible. 

Please note that a return for a Product will be processed only after satisfactory verification and inspection of the Product by Kayna Healthcare, based on the images of the Product shared by you in your return request. You are entitled to return the Product if, subject to verification and inspection by Kayna Healthcare, it is proven that the damage to the outer box of the Product is due to reasons solely attributable to Kayna Healthcare. The decision of Kayna Healthcare regarding the return of the Product will be final and binding. 

In case you receive an incorrect product, please keep the product safe, sealed, and undamaged in its original packaging. Retain the invoice and the original manufacturer's packaging for successful pick-up and return. 

If you have received a damaged or tampered product, kindly take a picture of the damaged/tampered side of the product or package. Retain the invoice and the original manufacturer's packaging for successful pick-up and return. 

To initiate a return, follow these steps: 

Step 1: Contact our Customer Support team via email at kaynahealthcareofficial@gmail.com within 48 hours (about 2 days) of the order's delivery. 

Step 2: Provide us with your order ID details and your request to return your order. Kindly email an image of the product and the invoice for our reference. 

Step 3: In cases where the company initiates reverse pick-up, the product pick-up will be subject to delivery charges for such return to be borne and paid by you. We will initiate the return and replacement process only if the Products are received by us in their original packaging with their seals, labels, and barcodes intact. In cases where the company decides not to initiate reverse pick-up, the refund will be processed in 10-15 days. 

 
 

Please note: 

If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, Kayna Healthcare will refund you the full amount, subject to a deduction of the delivery cost. 

Return requests will not be accepted by Kayna Healthcare under the following scenarios: 

The product is damaged due to misuse/overuse. 

Original packaging including the invoice, price tags, labels, original packing, and other accessories is missing/damaged. 

The serial/batch number has been tampered with. 

The product has been used or altered. 

If the request is initiated after 48 hours of order delivery. 

The free product provided by the brand is missing. 
 

Kayna Healthcare also accepts partial returns of the Product from a batch of the Products ordered if such Product is damaged or expired or for the aforementioned specified reasons. You can raise a return request for such damaged or expired Products in your order. In case you have received any gift with the order, the gift and gift voucher also need to be returned along with the originally delivered Product. 

Please allow us at least 10-15 business days from the day you return your package to process your request. We may contact you to ascertain the damage or defect in the product before issuing a refund/replacement. 

Please do not use the item for which you have raised a complaint. 

It is hereby clarified that product(s) once delivered will not be applicable for a refund or replacement in the case of: 

Failure to provide adequate information about the case. 

Failure to provide snapshots of the invoice, packet, and box (if any). 

Damages due to neglect, improper usage, or wrong application by you will not be covered under our Returns/Exchange Policy. Exchange of product(s) due to allergic reactions is not applicable. 

 
 

Refund and Replacement Policy 

 In the event of a return or cancellation, the refund process will commence after the product has been returned and both the product and its packaging have been verified. 

We may reach out to you to assess any damage or defects in the product before issuing a refund or replacement. 

For Cash on Delivery orders, refunds will be processed through bank transfers. Cash refunds will not be provided. Please allow 7-15 business days from the initiation of the refund for the amount to appear in your account. 

For Prepaid orders, the refund amount will be credited to the same account used for the payment. It may take 7-10 business days for the refunded amount to reflect in your account. 

 
 

Note to Customers 

Fair Usage Policy 

At Kayna Healthcare, we make every effort to ensure a seamless user experience. However, in certain situations, we may need to enforce our policies strictly to better serve our customers. To safeguard the rights of our customers, our Customer Care team reserves the right to assess, evaluate, and take necessary actions at their discretion. 

Impairment & Damages 

 We take utmost care and responsibility when shipping our products to you. Each package undergoes thorough screening and quality checks to ensure we deliver the best to you. If you receive items that are partially filled, empty, or damaged in any way from an order placed on our website, please contact our Customer Care team within 48 hours of receiving the order. Here are the steps to follow: 

Do not use the products. 

Take clear pictures of the damaged or empty products. 

Retain a copy of the invoice. 
 

If the order was placed through an online marketplace, please contact the Customer Care team of the respective marketplace. 

 Change of Packaging 

 Our packaging, bottles, and communications at Kayna Healthcare undergo innovations and changes without affecting the product's formulation and efficacy. These changes are made to enhance the user experience and comply with government rules and regulations. The placement of symbols or stickers containing product information may vary to adhere to government rules and regulations. While the placement of stickers and symbols may change, please be assured that the product remains authentic and unaltered. 

Suspending Promotions 

Kayna Healthcare reserves the right to cancel any ongoing or future promotions, offers, sales, gifts, and giveaways on products without incurring any liabilities. 

Disclaimers and Limitations of Liability 

Regardless of any provisions in this Consumer Policy, Terms of Service, or any other agreements between you and Kayna Healthcare, the total, aggregate, and cumulative liability of Kayna Healthcare to you for all liabilities arising from this Consumer Policy, Terms of Service, or any other agreement, will be limited to the value of the product(s) you have ordered. 

Queries 

For any inquiries, please reach out to our Customer Care team at kaynahealthcareofficial@gmail.com.