Shipping, Return & Refund Policy
Order Shipping
We strive to process and ship all orders received before 12 noon on working days on the same day, while orders received on non-working days are processed by 12 noon on the next working day.
The order processing steps are as follows:
1. Customers will receive an order confirmation via email if the email address provided is functional.
2. Customers will receive a confirmation request and order details via WhatsApp if the provided number is functional.
3. Once the order has been shipped and an AWB (Air Waybill) is generated, it will be shared with the customer via email and WhatsApp.
4. Customers can track their order on our website (https://pilospray.com/track-your-order/) or through the tracking link provided via email and WhatsApp.
Typically, orders are processed and shipped in accordance with the above steps and delivered to customers within 2-7 days, depending on the delivery location.
Order Cancellation
A customer can cancel an order, up to the time the order has been shipped by us, by sending a WhatsApp message on our Customer Care +9188881 88884. Once the order has been shipped by us, it cannot be cancelled. If we suspect any fraudulent transaction by any customer or any transaction in violation of the terms and conditions (T&C) of using the website, we reserve the right to cancel such orders with/without providing any notification to the customer. To deter fraudulent transactions, we will also maintain a negative list of all the fraudulent transactions and the customers involved in such transactions and would deny access to them or cancel any orders placed by them.
Returns
We believe that you must have purchased our medicines after considerable thought, and we take utmost care to provide you with the best quality medicines while also trying to meet your doorstep delivery expectations. Considering that we operate in the Herbal / Ayurvedic Medicines sector and we keep up to the best quality and service standards, we follow a no return or no exchange policy.
We will only allow exchanges if the product we have delivered is damaged. For damaged product related redressals please contact our Customer Care at care@pilospray.com or WhatsApp us at +9188881 88884 within, 72 hours of the product being delivered. Each of these orders will be dealt with on an individual and case-by-case basis.
Please note that to be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original product packaging, even though it has been damaged.
There are certain situations where no refunds are granted (if applicable):
Medicines with obvious signs of use, including Bottle Seal, Can Seal, other Seals, have been opened and the Medicines have been emptied partially or fully, indicating consumption or use.
Please do not send your purchase back to the manufacturer and please ensure that you provide the invoice number for speedy damaged product redressal.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, mostly around 7-10 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first please check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at care@pilospray.com.
Exchanges (if applicable)
As stated above, we only replace items if they are damaged. If you need to exchange it for the same item, send us an email with the defective product images at care@pilospray.com, once verified and a confirmation email is sent back to you, please send your item to our shipping address below.
Shipping of damaged products
To return your damaged product, you should mail your product to: Healing Hands & Herbs Pvt. Ltd., Yashsamruddhi Building, Ground Floor, 15/30 Dhayri, Opposite Dhiraj Heavy Equipments, Unity Industrial Estate, Pune, Maharashtra – 411041.
Our Valued Customer, we assure you that we will provide you a free shipping if its ascertained that the product was damaged due to a fault by our Customer Service Team.