Returns, Replacement & Cancellation Policy

At BIIJA (Truuly Wellness labs), we formulate small-batch, potent Ayurvedic skin and hair care products. Due to the personal hygiene nature of cosmetic products and strict safety standards, our return, replacement, and cancellation rules are outlined below.

Policy Overview

Request Type	Policy Status	Window	Conditions
Order Cancellation	Not Accepted	Post-checkout	All orders are locked for processing immediately once placed.
Returns / Exchange (Change of Mind)	Not Accepted	None	Non-returnable due to personal hygiene and Ayurvedic integrity.
Damaged / Leaked / Broken Product	Eligible for Replacement	Within 24 hours of delivery	Requires unboxing video and clear outer/inner packaging photos.
Incorrect / Missing Item	Eligible for Replacement	Within 24 hours of delivery	Requires unboxing video and delivery invoice image.
Sale / Promotional Orders	Final Sale	None	Non-refundable; replacements only apply if delivered damaged.

Cancellations & Address Modifications

Once an order is submitted on our website, it is instantly routed to our fulfillment system for batch packaging and courier assignment.

• We cannot cancel, modify items, or adjust shipping addresses once an order is placed.

• Please review your contact information, pin code, and selected products carefully before completing checkout.

Transit Damage, Leakage & Defective Items

We take extra precautions with tamper-evident packaging and botanical-safe seals. However, if your order arrives damaged, leaking, broken, or with missing items during courier handling:

1. Reporting Window: Notify our support team within 24 hours of package delivery. Requests reported after 24 hours cannot be entertained.

2. Mandatory Documentation: You must share:

   • A clear unboxing video showing the unopened parcel, the shipping label, and the opening of the package showing the defect/damage.

   • High-resolution photos of the outer box, courier label, and the affected item/seal.

3. Resolution: Upon review and verification by our quality control team, we will dispatch a free replacement within 48–72 working hours. If the product is out of stock, a direct refund to your original payment method (or store credit) will be issued.

Hygiene & Adverse Reaction Exclusions

• Used / Opened Products: We do not accept returns or offer refunds for opened, tested, or used products.

• Skin & Scalp Sensitivities: Because all skins and scalp types are unique, individual reactions to natural botanical extracts can occur. Disliking the natural herbal fragrance, product texture, or experiencing individual sensitivity does not qualify for a return, refund, or exchange. We advise performing a 24-hour patch test before regular use.

Sale & Promotional Events (Final Sale)

All products purchased during promotional offers, flash sales, festive discounts, or combo deals are Final Sale.

• These orders are strictly non-refundable and non-exchangeable.

• We cannot match prices or apply new discounts to orders placed prior to a sale going live.

How to Request Assistance

For any genuine damage or delivery issues, reach out to our customer care team within 24 hours of delivery:

• Customer Care Email: hellobiija@gmail.com

• Call / Helpline: +91 824017711

• Support Window: Monday to Saturday | 10:00 AM – 6:00 PM IST

• Subject Line Format: Order Issue - [Your Order ID]