Refund & Cancellation Policy

Effective Date: 7 September 2026

Thank you for choosing RetraLabs.

Please read this Refund & Cancellation Policy carefully before placing an order. By completing a purchase on our website, you acknowledge and agree to the terms below.

1. Prepaid Orders Only

RetraLabs operates on a 100% prepaid order basis.

We do not offer Cash on Delivery (COD). Orders can only be processed after successful confirmation of payment through the available payment methods on our website.

2. No Cancellation After Payment

Once an order has been successfully paid for and confirmed, it is non-cancellable.

Because our products may be procured, allocated, packed, or dispatched specifically against an order, we generally cannot accept cancellation requests after payment confirmation.

Please carefully review your:

* Product selection
* Quantity
* Shipping address
* PIN code
* Contact information

before completing payment.

3. No Refunds for Change of Mind

Once payment has been successfully completed, refunds will not ordinarily be provided for:

* Change of mind
* Ordering the wrong product
* Ordering the wrong quantity
* Failure to read the product description
* Failure to review product information before purchase
* Personal preference or dissatisfaction unrelated to a verified order issue
* Incorrect or incomplete shipping information provided by the customer
* Refusal to accept or receive the shipment

4. Order Fulfilment Issues

If RetraLabs is unable to fulfil a successfully paid order due to circumstances on our side, we may, at our discretion, provide a full refund or an alternative resolution.

Examples may include:

* Product unavailable after payment
* An order being accepted due to a technical error
* An internal fulfilment issue preventing shipment

If a refund is approved, it will normally be processed to the original payment method used for the transaction.

5. Damaged, Incorrect or Missing Items

If you receive an order that appears to have been damaged in transit, contains an incorrect item, or has a verified fulfilment discrepancy, contact us as soon as possible after delivery.

Please provide:

* Order number
* Clear photographs of the package
* Clear photographs of the product received
* Photographs/video of the outer shipping packaging, where applicable
* A description of the issue

Claims may be reviewed against our fulfilment and shipping records.

We reserve the right to reject claims where the issue cannot reasonably be verified or where the supplied information is insufficient.

6. Delivery Delays

Shipping delays caused by:

* Courier operations
* Weather
* Natural events
* Government restrictions
* Incorrect customer-provided address
* Customer unavailability
* Remote-area delivery issues
* Other circumstances outside RetraLabs’ reasonable control

do not automatically qualify an order for a refund.

We will, however, make reasonable efforts to assist with shipment tracking and delivery-related issues.

7. Incorrect Shipping Information

Customers are responsible for providing a complete and accurate delivery address, including:

* Full name
* House/building number
* Street/locality
* City
* State
* PIN code
* Valid phone number

RetraLabs is not responsible for delivery failures resulting from incorrect or incomplete information supplied by the customer.

If an order is returned to us because of incorrect information or repeated delivery failure, additional shipping charges may apply if re-shipment is requested.

8. Payment Failure / Duplicate Payment

If your payment fails and your account is nevertheless debited, please contact us with the transaction details.

If a payment is genuinely received by us but the corresponding order is not successfully created due to a technical issue, we will investigate the transaction and provide an appropriate resolution.

In the event of a verified duplicate payment, the duplicate amount will be reviewed for refund.

9. Refund Processing

Where a refund is approved, the refund will normally be initiated to the original payment method.

The time taken for the refunded amount to appear in your account may depend on the relevant bank, card network, UPI provider, payment gateway, or financial institution.

RetraLabs does not control the processing time of third-party financial institutions.

10. Product Nature

Products sold through RetraLabs are marketed according to the applicable product descriptions and intended-use information displayed on the website.

Customers are responsible for reviewing product information, applicable restrictions, and intended-use statements before purchasing.

Products should not be represented as medicines, treatments, cures, or substitutes for professional medical advice unless specifically authorised under applicable law.

11. Contact Us

For order or refund-related enquiries, please contact our support team through the contact details provided on our website.

Please include your order number and registered contact details so that we can locate your order efficiently.

Important

All orders are prepaid. COD is not available.

Once payment has been successfully completed, orders generally cannot be cancelled or refunded except where a refund is required or approved under the circumstances described in this policy or applicable law.