Refund & Cancellation Policy

• Before the order is dispatched: you may cancel from your My Orders page or by writing to us. A full refund is issued to the original payment method.
• After dispatch: cancellation is not possible once the courier has picked up your package, but if you refuse delivery or the product is delivered damaged / near-expiry / incorrect, we accept it back and refund in full.
• Wrong / damaged item received: notify us within 48 hours of delivery with a photo, and we'll arrange a free pickup + full refund or replacement.
• Prescription-only (Rx) medicines: if a valid prescription cannot be produced or verified, we cancel the order and refund in full.
• Cold-chain items, opened tampered packs, and personal-care items with a broken seal are not refundable once dispatched.

• Unused credits are refundable within 7 days of purchase — request from your account or email us with your payment ID.
• Credits that have already been spent on AI reports or follow-up chats are not refundable, since we've already paid the underlying AI service for those tokens.
• Refunds are pro-rated: (unused credits ÷ total credits) × amount paid.

All refunds go back to the original payment method (card, UPI, netbanking, wallet) via Razorpay — we don't store your card or bank details, so refund flow is entirely gateway-side. Expect the credit in your account within 5–7 business days of approval. For failed transactions where money was debited but no order was created, Razorpay auto-reverses within 5–7 days.

Fastest path: cancel the order from My Orders (works pre-dispatch). Otherwise email with your order number or Razorpay payment ID (format: pay_XXXXXX) and the reason. We reply within one business day.

Payments are processed by Razorpay, a PCI-DSS Level 1 gateway. RogSeva never receives your card or UPI PIN — those live only with Razorpay and your bank. Every payment is verified with an HMAC-SHA256 signature before we mark an order as paid.