Return & Refund Policy

At Healthy Heads, we believe that customer trust is the foundation of our business. As we are not providing Cash on Delivery (COD), we have created a customer-friendly return and refund policy covering products sold through our website.

We stand behind the products available on Healthy Heads Web Platform and Mobile Application and aim to provide our customers with quality products from trusted manufacturers, sellers and suppliers.

Website: www.healthyheads.co.in
Customer Care: +91 9818980610
Email: info@healthyheads.co.in

1. General Return Policy

All products sold through the Healthy Heads website are eligible for return, subject to the product category and the applicable terms and conditions specified in this Policy and/or on the respective product page.

This may include, subject to applicable conditions:

• Food products
• Beverages
• Perishable products
• Non-perishable products
• Clothing and apparel
• Wellness products
• Accessories
• Other products listed on the Healthy Heads website

The applicable return period and conditions may vary depending on the category of product. Customers are advised to check the return information displayed on the respective product page before placing an order.

Where the product page specifies a return period or condition different from the general period stated in this Policy, the product-specific return terms displayed on the website shall apply.

2. Return Period — Food and Perishable Products

Food items, beverages and other perishable products are returnable within 3 calendar days from the date of delivery.

The 3-day period applies irrespective of whether the period includes:

• Saturday
• Sunday
• National holiday
• Gazetted holiday
• Any other public holiday

Customers should therefore raise return requests immediately upon discovering any issue with the product.

3. Mandatory Opening Video for Food and Perishable Products

For all food, beverage, edible and perishable products, an opening/unboxing video is mandatory for a return request based on damage, leakage, tampering, missing contents, incorrect product, quality-related issue or any other issue claimed to have existed at the time of delivery.

The video should:

• Begin before the package/product is opened;
• Clearly show the outer packaging;
• Clearly show the product and its condition;
• Show the relevant label, batch/lot number, expiry/best-before date wherever applicable;
• Clearly demonstrate the issue being reported; and
• Be continuous and sufficiently clear to establish the condition of the product when opened.

The customer must also specify the reason for return while submitting the return request.

Important

Without an opening/unboxing video, food, beverage, edible or perishable products will not be eligible for return, subject to applicable consumer rights and law.

Where an opening video is not available, Healthy Heads may, at its discretion and depending on the circumstances, review the matter; however, absence of the mandatory video may result in rejection of the return request.

4. Return Period — Non-Perishable Products

Non-perishable products are returnable within 10 calendar days from the date of delivery.

The 10-day period applies irrespective of:

• Saturday
• Sunday
• National holiday
• Gazetted holiday
• Any other public holiday

However, where a specific product page states a different return period or special return condition, the terms displayed on the relevant product page shall apply.

Customers should always check the product page before purchasing.

5. Products Delivered on a Holiday

Return periods are calculated in calendar days and do not stop because a product is delivered on a Saturday, Sunday, national holiday or gazetted holiday.

Therefore, if a product is delivered on Saturday or Sunday, customers are strongly advised to submit their return request through the Website/Mobile Application immediately rather than waiting for customer-care working hours.

This is particularly important for food, beverages and perishable products because the applicable return period is short.

6. How to Request a Return

A return request may be submitted through either of the following methods:

Through the Website/Mobile Application

Log in to your Healthy Heads account and go to:
My Account → Order History → Select Order → Return Request

Through Customer Care

Customers may contact:
Customer Care: +91 9818980610
Working Hours: During Healthy Heads customer-care working hours

Email

Return-related communication may also be sent to: info@healthyheads.co.in

The customer should provide:

• Order number
• Product name
• Reason for return
• Photographs/videos where applicable
• Required opening/unboxing video for applicable food/perishable claims

7. Opening Video for Returned Products

For products where Healthy Heads requires evidence of the product's condition, a video of the product being returned is compulsory.

For food, beverages, edible and perishable products, the opening/unboxing video is mandatory.

For non-edible/non-perishable products, Healthy Heads may consider a return request without an opening video at its discretion, depending on the nature of the complaint and the condition of the product.

Healthy Heads may reject a return where sufficient evidence of the claimed issue is not available.

8. Return Conditions

To be eligible for return, the product must generally:

• Be within the applicable return period;
• Be the product purchased through Healthy Heads;
• Be returned in accordance with the applicable product-category requirements;
• Include the complete product where applicable;
• Include all components, accessories, packaging, labels and items supplied with the product, where applicable;
• Not have the internal packaging opened by the customer in case of food, beverages or perishable products;
• Not have been intentionally damaged, misused or altered by the customer; and
• Satisfy any additional conditions stated on the website or product page.

Healthy Heads may inspect the returned product before approving the refund. Healthy Heads stands behind the trust of its customers and is committed to offering quality products through its platform.

For food, beverages and other consumable products, Healthy Heads expects the products listed and sold through its platform to be fit for consumption and handled in accordance with applicable quality and safety requirements. As products may be dispatched directly from the respective seller's or manufacturer's warehouse, Healthy Heads relies on its sellers and suppliers to maintain appropriate standards of quality, packaging, storage and dispatch.

Despite the checks and precautions undertaken by Healthy Heads, its sellers and logistics partners, if a customer receives a food, beverage or other consumable product that appears to be damaged, contaminated, spoiled, tampered with, unsuitable for consumption, or otherwise raises a genuine concern regarding its quality or safety, the customer should immediately report the issue to Healthy Heads through the prescribed return/refund process.

Upon receiving such a complaint, Healthy Heads will review and register the refund/return request, subject to the applicable return period, supporting evidence, product-specific terms and conditions, and applicable law.

Customers are strongly advised not to consume a product if they believe that it is spoiled, contaminated, damaged, tampered with or otherwise unsafe, and to retain the product, packaging and relevant evidence until the complaint has been reviewed by Healthy Heads.

Where applicable, Healthy Heads may request photographs, an opening/unboxing video, batch or lot details, expiry/best-before information, packaging details or other evidence necessary to investigate the complaint and determine the appropriate resolution.

Healthy Heads' objective is to protect customer trust and ensure that genuine product-quality and safety concerns are addressed fairly and promptly, including where the seller or supplier may have its own return or refund restrictions.

9. Entire Product / Bundle Must Be Returned

Partial returns are not permitted for a product, set, kit, combination or bundle.

If an order contains a bundle or combination of products, the entire bundle/product set must be returned.

If only part of a bundle or combination is returned:

• The return may be deemed cancelled;
• The remaining products may be returned to the customer on paying delivery charges; and
• No refund may be processed for the incomplete return.

Customers must ensure that the complete eligible product or bundle is handed over for return.

10. Delivery Delays

Delay in delivery by itself will not be considered a valid reason for returning a product, provided the product has otherwise been delivered in acceptable condition and there is no other eligible issue.

However, this provision does not affect any rights or remedies available to customers under applicable law.

11. Return / RTO Charges for Food and Perishable Products

For food, beverages and perishable products, where the return or RTO is initiated because of a customer-related reason and no fault, damage, defect or other issue is found to be attributable to the seller, manufacturer, Healthy Heads or delivery/logistics partner, applicable return/RTO charges will be borne by the customer.

Examples may include, where applicable:

• Customer refusing delivery without a valid product-related reason;
• Incorrect address provided by the customer;
• Customer being unavailable to receive the order;
• Customer changing their mind after dispatch/delivery;
• Customer requesting return despite the product being delivered correctly and without an eligible defect or issue.

Applicable charges may be displayed on the relevant product page.

12. RTO and Return Delivery Charges

Any applicable RTO charges, return delivery charges or reverse-logistics charges will be handled in accordance with the charges specified on the respective product page wherever applicable.

Where the return is not attributable to any damage, defect, wrong product, manufacturing issue, seller issue, Healthy Heads issue or delivery-partner fault, applicable RTO/return charges will be borne by the customer subject to the applicable product-page terms.

Where a defect, damage, wrong product, manufacturing issue or other eligible fault is established as being attributable to the manufacturer, seller, Healthy Heads or delivery/logistics partner, Healthy Heads will process the applicable refund in accordance with this Policy.

13. Customer Responsibility for Return Serviceability

Return pickup availability may depend on the customer's location, PIN code and the serviceability of the logistics partner.

In certain locations, Healthy Heads or its logistics partners may not provide reverse-pickup/return services.

In such cases, the customer may be required to arrange the return of the product in accordance with instructions provided by Healthy Heads.

Any applicable return/RTO charges will be as specified on the relevant product page wherever applicable.

14. Exceptional Cases — Holidays and Unavoidable Circumstances

Return periods are normally calculated in calendar days, including weekends and national/gazetted holidays.

However, in the rare event that a customer is genuinely unable to submit a return request within the applicable period because the entire applicable return period falls within circumstances involving leave, holidays, system limitations or another genuine and unavoidable circumstance, the customer should immediately submit the return request through the Website or email info@healthyheads.co.in.

Healthy Heads will review such cases individually.

Where the customer is genuinely unable to submit the request even through these channels within the applicable period, Healthy Heads may, at its discretion, decide whether the product can be accepted for return and whether a refund can be initiated, subject to applicable law.

15. Refund for Defective / Damaged / Wrong Products

Where a product is established to have been:

• Damaged before or during delivery;
• Defective;
• Incorrectly supplied;
• Missing relevant components;
• Damaged due to seller/manufacturer handling; or
• Affected by an issue attributable to Healthy Heads or its authorised delivery/logistics partner,

Healthy Heads may arrange replacement, return or refund as applicable.

Where a refund is approved, the amount will generally be refunded through the same payment mode used for the original transaction, subject to the capabilities of the relevant payment provider.

16. Refund Processing Time

Once the returned product has been received and accepted at the applicable return/origin location, Healthy Heads will process an approved refund within 15 working days.

The actual time for the amount to appear in the customer's account may depend on the bank, payment gateway, card issuer or other payment service provider.

17. Return Request Review

Submitting a return request does not automatically mean that the return or refund has been approved.

Healthy Heads may review:

• Product condition;
• Opening/unboxing video;
• Return video;
• Photographs;
• Reason for return;
• Order information;
• Delivery information;
• Manufacturer/seller information;
• Logistics records;
• Product-specific return conditions; and
• Other relevant evidence.

The final determination will be made in accordance with this Policy, the applicable product-page terms and applicable law.

18. Customer Trust Commitment

Healthy Heads is committed to standing behind its customers' trust.

As a customer-focused measure, Healthy Heads provides a return facility across products sold on its website, subject to the applicable category-specific terms and conditions, even where a particular seller or supplier may have different return practices.

This policy reflects our confidence in the products and sellers available through Healthy Heads and our commitment to giving customers a transparent and dependable shopping experience.

19. Health Points / Reward Coins on Return

Where Health Points, reward points, coins or other rewards have been awarded to a customer in connection with a purchase that is subsequently returned or refunded:

• The applicable reward value may be adjusted against the refund amount or otherwise reversed;
• No additional reward points will be credited in respect of the returned purchase; and
• Any reward already granted in connection with the returned transaction may be cancelled or recovered.

If the customer has already used the rewarded coins/points before the return or refund is processed, the corresponding value may be adjusted against the customer's future eligible orders or Healthy Heads wallet/account balance, as applicable.

20. Referral Rewards

If a purchase made by a customer through a referral results in a reward, commission, wallet credit or other benefit being provided to the referring customer, and that underlying purchase is subsequently returned or refunded:

• The corresponding referral reward may be deducted from the referrer's Healthy Heads wallet/account;
• If the reward has already been used, the corresponding value may be adjusted against future eligible orders or wallet credits; and
• No replacement referral reward will be issued for a purchase that has been returned or refunded.

21. No Partial Refund for Partial Return

Unless expressly approved by Healthy Heads or required by applicable law, a refund will not be processed where only a portion of an eligible product, set, kit, combination or bundle is returned.

The entire eligible product/bundle must be returned in accordance with this Policy.

22. Product-Specific Terms

Certain products may have special return conditions, return windows or exclusions.

Where the product page contains a specific return period, charge, condition or instruction, those terms will apply to that product in addition to this Policy.

Customers are advised to carefully review the return information displayed on the product page before placing an order.

23. Cancellation Before Delivery

Cancellation requests, where permitted, will be governed by the cancellation terms displayed on the Website or applicable product page.

Once an order has been dispatched, cancellation may not be possible and the customer may need to follow the applicable return/RTO process.

24. Fraudulent or Abusive Return Activity

Healthy Heads reserves the right, subject to applicable law, to restrict, suspend or refuse return privileges where it reasonably identifies:

• Repeated abusive return activity;
• False or misleading return claims;
• Intentional product damage;
• Product substitution;
• Fraudulent use of return facilities;
• Manipulation of reward/referral programs; or
• Other misuse of the return and refund system.

Any such action will be subject to applicable law and the circumstances of the individual case.

25. Policy Changes

Healthy Heads may update this Return & Refund Policy from time to time to reflect changes in our products, services, logistics arrangements, business practices or applicable law.

The updated version will be published on: www.healthyheads.co.in

The revised “Last Updated” date will indicate when the Policy was most recently changed.

26. Governing Law and Jurisdiction

This Return & Refund Policy shall be governed by the laws applicable in India.

Subject to applicable law, disputes relating to returns, refunds, purchases or this Policy shall be subject to the jurisdiction of the competent courts in Pune, Maharashtra, India.

Nothing in this Policy is intended to restrict or exclude any consumer rights or remedies that cannot lawfully be excluded under applicable law.

27. Contact Us

For return and refund requests:

Healthy Heads
D 7, Roman Hills, Chourai Nagar,
Somatane Phata, Talegaon Dabhade,
Pune – 410506, Maharashtra, India
Customer Care: +91 9818980610
Email: info@healthyheads.co.in
Website: www.healthyheads.co.in

Customer-Friendly Return Summary

Saturday, Sunday and national/gazetted holidays are included when calculating the return period.

Product-specific return terms displayed on the product page will prevail where they differ from the general period stated above.

Return & Refund FAQs

1. Can I return products purchased from Healthy Heads?

Yes. All products (if not exceptionally mentioned on product page) sold through Healthy Heads' web platform or mobile application are covered under our return policy, subject to the applicable product category, return period, product-page conditions and other applicable terms. This includes food, beverages, perishables, clothing, wellness products, accessories and other products listed on our platform.

2. How many days do I have to return a food or perishable product?

Food, beverages and other perishable products can be returned within 3 calendar days from the date of delivery as per the current policy, unless a different return period or condition is specifically mentioned on the product page.

3. Are Saturdays, Sundays and holidays counted in the return period?

Yes. All calendar days are counted, including Saturdays, Sundays, national holidays, gazetted holidays and other public holidays.

4. How many days do I have to return a non-perishable product?

Non-perishable products are returnable within 10 calendar days from the date of delivery, unless a different return period or condition is specifically mentioned on the product page.

5. Do I need an opening/unboxing video for food products?

Yes. An opening/unboxing video is mandatory for all products including food, beverages, edible and perishable products when raising a return request for damage, leakage, tampering, missing contents, incorrect product, quality issues or similar concerns.

6. What should my opening video show?

The video should ideally:

• Start before opening the package;
• Show the outer packaging;
• Show the product and its condition;
• Show the batch/lot number and expiry/best-before date where applicable;
• Clearly show the issue; and
• Be continuous and sufficiently clear.

You should also mention the reason for the return when submitting your request.

7. What happens if I don't have an opening video for a food product?

An opening/unboxing video is mandatory for all products including food, beverage, edible and perishable-product claims. Without it, the product will not be eligible for return, subject to applicable consumer rights and law. Healthy Heads may review exceptional cases at its discretion.

8. What if I receive food or a beverage that appears spoiled, damaged or unsafe?

Do not consume the product if you believe it is spoiled, contaminated, damaged, tampered with or otherwise unsafe. Immediately raise a return/refund request and retain the product, packaging and relevant evidence. Healthy Heads will review and register the complaint subject to the applicable return period, evidence, product terms and applicable law.

9. Can I return only part of a combo or bundle?

No. Partial returns are not permitted for a product, set, kit, combination or bundle. The complete bundle must be returned. If only part of the bundle is returned, the return may be cancelled and no refund may be processed for the incomplete return.

10. Who pays the RTO (Return to Origin) or return charges?

Where a return/RTO is due to a customer-related reason and no fault is found with the seller, manufacturer, Healthy Heads or delivery/logistics partner, the applicable RTO/return charges will be borne by the customer. The applicable charges may be mentioned on the product page.

11. What if the return pickup is not available in my PIN code?

Return pickup depends on the location, PIN code and logistics-partner serviceability. If reverse pickup is unavailable, you may be required to arrange the return yourself according to the instructions provided by Healthy Heads.

12. What happens if I receive a damaged, defective or wrong product?

If the product is verified as damaged, defective, incorrectly supplied, missing relevant components, or affected by an issue attributable to the manufacturer, seller, Healthy Heads or delivery partner, Healthy Heads may arrange a replacement, return and/or refund, as applicable.

13. How will I receive my refund?

Where a refund is approved, it will generally be processed through the same payment mode used for the original transaction, subject to the capabilities and processing timelines of the relevant payment provider.

14. How long does it take to receive my refund?

Once the returned product has been received and accepted at the applicable return/origin location, Healthy Heads will process an approved refund within 15 working days under the current policy. The time for the money to reflect in your account may additionally depend on your bank, payment gateway or other payment provider.

15. Can I return a product if I have opened or used it?

Return eligibility depends on the product category and applicable product-page conditions. For food, beverages and perishables, the internal packaging should not be opened by the customer where the policy requires it. Customers should check the applicable product-page terms before opening or using a product they intend to return.

16. What happens to my Health Coins/Health Points if I return an order?

If Health Points, Health Coins or other rewards were awarded for a purchase that is subsequently returned or refunded, the applicable reward may be adjusted, reversed or deducted. No additional reward will be credited for the returned purchase.

17. What happens to referral rewards if a referred purchase is returned?

If you received a referral reward because of a purchase that is subsequently returned or refunded, the corresponding referral reward may be deducted or reversed from your Healthy Heads wallet/account. If it has already been used, the corresponding value may be adjusted against future eligible orders or wallet credits.

18. Can Healthy Heads reject a return?

A return may be rejected where the applicable return conditions are not satisfied, the return period has expired, required evidence is unavailable, the product is not eligible under the applicable product-page terms, or other valid reasons exist under the policy. Any decision remains subject to applicable law.

19. Can I cancel an order after it has been dispatched?

Once an order has been dispatched, cancellation may not be possible. In such cases, you may need to follow the applicable return/RTO process.

20. What if a seller does not accept returns?

Healthy Heads is committed to customer trust and seeks to provide return support across products sold through its platform, even where a particular seller or supplier may have different return practices, subject to the applicable category-specific terms, operational feasibility and applicable law.

21. How do I raise a return request?

Log in to your Healthy Heads account and go to:
My Account → Order History → Select Order → Return Request
You can also contact Customer Care at +91 9818980610 during working hours or email info@healthyheads.co.in.

22. What if I have a question about my return or refund?

You can contact Healthy Heads at:
Customer Care: +91 9818980610
Email: info@healthyheads.co.in
Website: www.healthyheads.co.in
Please keep your order number and product details ready when contacting us.