Refund Policy

Effective Date: January 18, 2026
Last Updated: January 18, 2026

At Riseovet, we stand behind the quality of our veterinary products. This comprehensive refund policy ensures transparency and fairness while protecting your rights as a customer. We are committed to your complete satisfaction with every purchase.

1. Our Refund Commitment

Quality Guarantee

We guarantee that all products:

Meet veterinary quality standards
Are genuine and authentic
Have adequate shelf life (minimum 6 months at delivery)
Are packaged securely and safely
Match the description on our website

Customer Satisfaction Promise

If you’re not satisfied with your purchase due to product defects, damage, or our error, we will:

Provide a full refund or replacement
Cover return shipping costs
Process your refund promptly
Ensure a hassle-free experience

2. Refund Eligibility Criteria

Products Eligible for Full Refund

Defective or Damaged Products:

Manufacturing defects discovered upon opening
Products damaged during shipping
Broken seals or tampered packaging
Leaking bottles or containers
Expired or near-expiry products (less than 6 months)

Wrong Product Delivered:

Different product than ordered
Incorrect quantity or size
Wrong variant (5L instead of 10L, etc.)

Order Discrepancies:

Missing items from your order
Duplicate items sent in error
Incomplete product sets

Quality Issues:

Product consistency problems
Unusual odor, color, or appearance
Contamination or foreign particles
Products not meeting label specifications

Pre-Shipment Cancellation:

Order cancelled before dispatch
Payment issues or order errors
Change of mind before processing

Products Eligible for Partial Refund

Multi-Item Orders:

Some items damaged, others intact
Mixed order with quantity discrepancies
Partial order fulfillment

Promotional Discrepancies:

Incorrect discount applied
Promotional item missing
Pricing errors in customer’s favor

Products NOT Eligible for Refund

Used or Opened Products:

Products with broken seals (unless defective)
Partially consumed items
Products showing signs of use
Empty or near-empty containers

Late Return Requests:

Returns requested after 7-day window
No prior communication about issues
Delayed reporting of damage/defects

Customer-Caused Damage:

Improper storage leading to spoilage
Mishandling or misuse
Accidental damage after delivery
Exposure to extreme conditions

Special Orders:

Custom formulations or bulk orders (unless defective)
Special request items
Products made to order

Unauthorized Returns:

Products returned without Return Authorization Number (RAN)
Returns sent to wrong address
Products purchased from unauthorized sellers
Gift purchases without proof

Change of Mind:

General dissatisfaction after use
Decision to use different product
Price changes after purchase
Found cheaper elsewhere

3. Return Window & Timeline

7-Day Return Policy

Timeline Calculation:

Day 0: Date of delivery
Day 1-7: Return request window
Return request must be initiated within this period
Products must be returned within 14 days of RAN issuance

Extended Return Windows

Quality Issues:

Manufacturing defects: Up to 15 days
Serious quality complaints: Case-by-case review
Batch-related issues: Extended timeline

Bulk Orders:

Commercial orders: 10-day return window
Volume-based considerations
Inspection scheduling flexibility

Special Circumstances:

Medical emergencies: Flexible timeline
Force majeure events: Extended as needed
Delivery delays: Adjusted return window

Calculation Examples

Example 1:

Delivery Date: January 10
Return Window: Until January 17 (Day 7)
Last Day to Initiate Return: January 17

Example 2:

Delivery Date: January 10
Weekend/Holiday Intervenes: January 11-12 (Sunday-Monday Holiday)
Adjusted Window: Until January 19

4. Return Process – Step by Step

Step 1: Contact Customer Support

Within 7 Days of Delivery:

Email: returns@riseovet.com

Include order number
Describe issue in detail
Attach clear photographs/videos

Phone: [Insert Phone Number]

Speak with return specialist
Get immediate guidance
Faster resolution for urgent cases

Website: Return Request Form

Fill online form
Upload supporting documents
Track request status

Information to Provide:

Full name and order number
Product details (name, size, batch number)
Reason for return (be specific)
Photos/videos of issue
Preferred resolution (refund or replacement)

Step 2: Issue Documentation

Required Photographs:

For Damaged Products:

Outer packaging showing damage
Inner packaging condition
Damaged product close-up
Product label and batch number
Invoice alongside damaged item

For Defective Products:

Product showing defect clearly
Label and expiry date
Seal condition
Contents (if applicable)
Comparative normal vs. defect shots

For Wrong Product:

Product received vs. invoice
Label showing product name
Size/quantity discrepancy
All items received

Photo Guidelines:

Clear, well-lit images
Multiple angles
Include date/time if possible
High resolution (not blurry)

Step 3: Return Authorization

Our Review Process (24-48 Hours):

Quality team evaluates your request
Photographs/videos reviewed
Order history checked
Eligibility determined

RAN Issuance: Once approved, you receive:

Return Authorization Number (RAN)
Return shipping instructions
Return address details
Prepaid shipping label (for our errors)
Return deadline (14 days from RAN issue)

If Request Denied:

Detailed explanation provided
Alternative solutions offered
Appeal process available
Customer support consultation

Step 4: Prepare Return Package

Packaging Requirements:

Original Packaging:

Use original box if available
Include all original materials
Keep product in original bottle/container

If Original Packaging Unavailable:

Use sturdy corrugated box
Adequate cushioning (bubble wrap, newspaper)
Seal securely with tape
Waterproof wrapping for liquids

Items to Include:

Product(s) being returned
Copy of original invoice
RAN clearly written on box
Return reason note
Bank details form (if different from payment method)

Packaging Checklist: ✅ Product unused and sealed (unless defect)
✅ Original packaging intact
✅ All accessories included
✅ Invoice copy enclosed
✅ RAN written on outer box
✅ Fragile stickers if needed
✅ Proper sealing and cushioning

Step 5: Ship Return

For Defective/Damaged/Wrong Products:

We arrange free pickup
Courier collects from your address
Prepaid shipping label provided
No cost to you

For Other Returns:

Customer arranges shipping
Ship to provided return address
Use reliable courier service
Get tracking number
Keep shipping receipt

Return Shipping Address:

Riseovet Returns Department
[Complete Address]
[City, State - PIN Code]
Contact: [Phone Number]

Important:

Ship within 14 days of receiving RAN
Use trackable shipping method
Insure high-value returns
Share tracking details with us

Step 6: Return Receipt & Inspection

At Our Warehouse (3-5 Business Days):

Package Receipt:

Return logged in system
You receive acknowledgment email
Inspection scheduled

Quality Inspection:

Product condition verified
Seal integrity checked
Quantity confirmed
Defect/damage validated
Photos/notes documented

Inspection Outcomes:

Approved:

Return accepted
Refund/replacement initiated
Confirmation email sent

Partially Approved:

Some items accepted, others not
Partial refund processed
Detailed explanation provided

Rejected:

Return doesn’t meet criteria
Product used/damaged by customer
Sent back at customer’s expense
Reason communicated

Step 7: Refund Processing

Upon Approval:

Refund initiated within 24 hours
Confirmation email with details
Expected credit timeline shared
Reference number provided

Tracking Your Refund:

Check email for updates
Login to account for status
Contact support for queries
Bank statement verification

5. Refund Methods & Processing Time

Refund Options

1. Original Payment Method (Default)

Automatic refund to source
Same card/account used for purchase
Most convenient option
Standard processing time

2. Bank Account Transfer

Direct bank deposit
Requires bank details
Faster for some payment types
Need to provide: Account number, IFSC, account holder name

3. Store Credit

Credit to Riseovet account
Bonus: 5% extra credit
Valid for 12 months
Can be used for any future purchase
Transferable to others

4. Digital Wallet

Paytm, PhonePe, Google Pay, etc.
Quick credit (24-48 hours)
Requires wallet details
Convenient for digital users

Refund Processing Timeline

By Payment Method:

Payment Method	Refund Initiation	Credit to Account	Total Time
Credit Card	Within 24 hours	5-7 business days	6-8 days
Debit Card	Within 24 hours	5-7 business days	6-8 days
Net Banking	Within 24 hours	5-7 business days	6-8 days
UPI	Within 24 hours	2-3 business days	3-4 days
Paytm/Wallets	Within 24 hours	1-2 business days	2-3 days
COD (Cash)	Within 24 hours	7-10 business days	8-11 days
Store Credit	Within 24 hours	Immediate	1 day

Timeline Breakdown:

Phase 1: Return Receipt (3-5 days)

Courier transit time
Warehouse receiving
System logging

Phase 2: Inspection (1-2 days)

Quality check
Approval process
Documentation

Phase 3: Refund Initiation (24 hours)

System processing
Payment gateway submission
Bank communication

Phase 4: Bank Processing (Varies)

Depends on your bank
Payment method specific
Beyond our control

Total Expected Time: 5-15 days from return shipment

Refund Amount Breakdown

You Will Receive:

✅ Full product price paid
✅ GST and applicable taxes
✅ Original shipping charges (if defective/damaged/wrong item)
✅ Gift wrap charges (if applicable)

Deductions (If Applicable):

❌ Return shipping cost (customer-initiated returns)
❌ Restocking fee (for special orders, if mentioned at purchase)
❌ Payment gateway charges (typically ₹10-20 for COD refunds)
❌ Promotional discounts (if coupon was used fraudulently)

Refund Calculation Example:

Original Order:

Product: Cattle Calcium 10L = ₹2,800
Shipping: ₹40
GST (18%): ₹511
Total Paid: ₹3,351

Defective Product Return:

Product Refund: ₹2,800
Shipping Refund: ₹40
GST Refund: ₹511
Total Refund: ₹3,351

Customer Return (Change of Mind):

Product Refund: ₹2,800
Shipping: ₹0 (non-refundable)
Return Shipping Deduction: ₹60
GST Refund: ₹494 (on product only)
Total Refund: ₹3,234

6. Damaged or Defective Products

Immediate Action Protocol

Within 48 Hours of Delivery:

Step 1: Do Not Use

Do not open (if unopened)
Do not dispose of packaging
Preserve evidence
Isolate from other products

Step 2: Document Thoroughly Take clear photos of:

Unopened package (if defect visible)
Damaged outer box/packaging
Product with visible defect
Leaked/spilled contents
Expiry date label
Batch number
Invoice and product together
Multiple angles

Step 3: Contact Immediately

Email: urgent@riseovet.com
Phone: [Insert Emergency Line]
Mark as “URGENT – DAMAGED PRODUCT”
Include all photos

Our Response for Damaged/Defective Items

Priority Handling:

Acknowledgment within 4 hours
Expedited review process
Immediate resolution offered
No questions asked policy (for genuine cases)

Resolution Options (Your Choice):

Option 1: Immediate Replacement

Fresh product shipped same/next day
No wait for return receipt
Free express shipping
Original defective product collected later

Option 2: Full Refund

Instant refund processing
No return required for severely damaged items
Full amount including shipping
Credited as per payment method

Option 3: Store Credit + Bonus

110% of order value as store credit
Extra 10% as apology
Valid for 12 months
Use for any future purchase

Option 4: Partial Refund + Keep

For minor defects
Partial refund (case-specific)
Keep the product
Use at your discretion

Special Cases

Leaking/Spilled Products:

Full replacement immediately
Cleaning cost compensation considered
Photo evidence required
Courier held accountable

Contaminated Products:

Immediate product recall
Full refund + compensation
Batch investigation
Safety measures implemented

Expired/Near-Expiry:

Guaranteed 6-month shelf life
Less than 6 months = full refund
Replacement with fresh batch
Quality assurance review

7. Wrong Product Delivered

Verification Process

Common Wrong Product Scenarios:

Different product entirely
Wrong size/volume (5L vs 10L)
Wrong variant or formulation
Different brand
Quantity mismatch

Immediate Resolution:

Verify against invoice
Photographic evidence
Correct product shipped immediately
Wrong product pickup arranged
No cost to customer

Our Commitment

For wrong product delivery:

✅ Correct product sent via express shipping (free)
✅ Wrong product collected free of cost
✅ Inconvenience credit: ₹100-500 based on order value
✅ Priority processing
✅ Delivery tracking updates

No Return Required in Some Cases:

If wrong product is low value
Multiple delivery attempts needed
Remote location pickup difficult
Customer can keep or dispose responsibly

8. Order Cancellation Policy

Cancellation Before Shipment

Full Refund Scenarios:

Order not yet processed
Payment completed but order pending
Within 2 hours of order placement
Before dispatch notification

How to Cancel:

Email: cancel@riseovet.com with order number
Call customer support immediately
Use website cancellation option
WhatsApp: [Number] with order details

Cancellation Processing:

Instant cancellation if not processed
Refund initiated within 24 hours
Full amount refunded
No cancellation charges

Cancellation After Shipment

Cannot Cancel But Can Return:

Order already dispatched
Follow return process after delivery
Refuse delivery (RTO process)
Return shipping may apply

RTO (Return to Origin) Process:

Refuse package at delivery
Courier returns to us
Refund processed upon receipt
Shipping charges may be deducted

Auto-Cancellation by System

Orders Cancelled Automatically If:

Payment not received within 48 hours (bank transfer)
Address verification fails repeatedly
Product out of stock (unavailable to fulfill)
Delivery area not serviceable
Suspected fraudulent order

Notification:

Immediate email/SMS alert
Reason for cancellation
Refund processing timeline
Option to reorder if applicable

9. Replacement Policy

When Replacement is Available

Preferred for:

Defective products
Damaged during shipping
Wrong product sent
Manufacturing defects

Replacement Benefits:

Faster than refund process
Continuity of product use
No waiting for refund credit
Free shipping both ways

Replacement Process

Step 1: Request Replacement

Contact support with issue
Provide product photos
Specify replacement preference

Step 2: Approval & Shipment

Quick approval (4-24 hours)
Fresh product shipped immediately
Express shipping provided
Tracking details shared

Step 3: Return Defective Item

Pickup arranged after replacement delivered
Or return at your convenience within 14 days
Prepaid label provided
No rush to return

Replacement Limitations

Not Available For:

Discontinued products
Out-of-stock items
Products unavailable in same size/variant
Special orders

Alternative Offered:

Similar product of equal/higher value
Full refund
Store credit with bonus
Backorder with discount

10. Partial Refunds

When Partial Refunds Apply

Multi-Item Orders:

Some items defective, others fine
Partial damage in bulk order
Mixed order with errors

Calculation:

Refund for affected items only
Proportional shipping refund
GST adjusted accordingly

Example: Order: 2× Calcium 5L (₹1,500 each) + 1× Vitamin H (₹800) Defective: 1× Calcium 5L Refund: ₹1,500 + proportional GST + partial shipping

Promotional Issues

Discount Errors:

Incorrect promotional code
Discount not applied properly
Price discrepancy

Resolution:

Partial refund of difference
Or store credit of difference + bonus
Apology for inconvenience

11. Refund for Bulk Orders

Special Provisions

Large Volume Orders:

Orders above 50L total volume
Purchase value above ₹25,000
Commercial/wholesale orders

Customized Return Terms:

Extended inspection period
On-site inspection option
Partial returns allowed
Dedicated account manager

Bulk Return Process

Step 1: Quality Complaint

Contact bulk order team
Provide batch details
Describe issue scope
Photo/video evidence

Step 2: Inspection Scheduling

On-site visit arranged (for very large orders)
Or sample return for testing
Quality team evaluation
Report generation

Step 3: Resolution

Replace defective units only
Partial refund calculated
Exchange for different product
Credit note for business customers

Timeline:

Longer inspection period (up to 10 business days)
Refund processing: 7-14 days
Replacement: Priority shipment

12. Non-Delivery Refunds

Lost or Undelivered Orders

If Your Order Never Arrives:

After Expected Delivery Date + 3 Days:

Check tracking status
Confirm delivery address
Contact courier partner
Contact our support team

Investigation Process:

Courier complaint filed
GPS/delivery records checked
Delivery proof requested
Customer location verified

Resolution Timeline:

Investigation: 5-7 business days
Proof requirement from courier
Decision communicated

Outcomes:

Lost in Transit:

Full refund immediately
Or replacement shipped
No questions asked

Delivered to Wrong Address:

Courier accountability
Replacement shipped
Full refund if unrecoverable

Delivery Proof Exists:

Evidence reviewed
Customer verification
Case-by-case resolution
Benefit of doubt to customer

Our Liability

We Are Responsible For:

Packages lost during shipping
Courier mishandling
Wrong address delivery (by courier)
Incomplete delivery

Resolution:

Full refund or replacement
No cost to customer
Immediate action
Courier insurance claim (our responsibility)

13. Store Credit Terms

Choosing Store Credit

Benefits of Store Credit:

Extra 5% bonus on refund amount
Instant credit (no bank waiting time)
12-month validity
Can be used for any product
Transferable to friends/family
Stackable with other offers

How It Works:

Example:

Original Order Value: ₹3,000
Choosing Refund: ₹3,000
Choosing Store Credit: ₹3,150 (₹3,000 + 5% bonus)

Using Store Credit

Application:

Automatically at checkout
Applied before other discounts
Can use partial amount
Balance carries forward

Validity:

12 months from issue date
Reminder emails at 10 and 11 months
Extension possible (contact support)

Transfer:

Gift to another user
Provide recipient email
One-time transfer
Non-reversible

14. Refund Exceptions

Non-Refundable Scenarios

Despite Genuine Request:

Products purchased from unauthorized third parties
Items resold or redistributed
Commercial use of consumer products
Products modified or repackaged
Returns without proper documentation

Time-Barred Refunds

After 7-Day Window:

Late notification of damage
Delayed return request
Unless justified exceptional circumstances
Manufacturing defect extension possible

Fraudulent Returns

Zero Tolerance Policy:

Empty boxes returned
Used products claimed as new
Fake damage claims
Multiple return abuse
Account suspension
Legal action for severe cases

Investigation:

Serial number tracking
Video packaging evidence
Weight verification
Pattern analysis

15. Dispute Resolution

If You Disagree with Decision

Appeal Process:

Step 1: Request Review

Email: appeals@riseovet.com
Provide case details
Additional evidence
Explain your position

Step 2: Senior Review

Case escalated to manager
Fresh evaluation
Customer call if needed
Unbiased assessment

Step 3: Final Decision

Communicated within 7 days
Detailed explanation
Resolution offered
Closure or alternative

Escalation Path

Level 1: Customer Support Executive
Level 2: Returns Specialist
Level 3: Customer Care Manager
Level 4: Operations Head
Level 5: Consumer Forum (if unresolved)

Fair Treatment Commitment

We commit to:

Unbiased evaluation
Benefit of doubt to customer
Transparent communication
Quick resolution
Fair compensation

16. Contact Information

Refunds & Returns Support

Dedicated Team:

Email:

General Returns: returns@riseovet.com
Urgent/Damaged: urgent@riseovet.com
Bulk Orders: bulk.returns@riseovet.com
Appeals: appeals@riseovet.com

Phone: [Insert Phone Number]
WhatsApp: [Insert WhatsApp Number]

Mailing Address:
Riseovet Returns Department
[Complete Street Address]
[City, State – PIN Code]
India

Support Hours:
Monday – Saturday: 9:00 AM – 6:00 PM IST
Sunday: Email support (24-hour response)

Emergency Support:
For critical issues: [Emergency Number]
Available 24/7 for severe product problems

Response Time Commitment

Email: Within 24 hours (business days)
Phone: Immediate to 2 hours
Urgent Cases: Within 4 hours
Return Approval: 24-48 hours
Refund Processing: Within 24 hours of approval

17. Policy Updates

This Refund Policy may be updated periodically to improve customer experience and comply with regulations.

Change Notification:

Email alerts for major changes
Website announcement
Updated effective date
Existing returns honored under old terms

Last Updated: January 18, 2026

Review Recommended: Check this page before initiating returns

Quick Reference Summary

✅ 7-Day Return Window (from delivery)
✅ Full Refund for defective/damaged/wrong products
✅ Free Return Shipping (our errors)
✅ Multiple Refund Options (original payment/bank/store credit)
✅ 5-10 Days refund processing
✅ Immediate Replacement option available
✅ 5% Bonus on store credit
✅ No Questions Asked for genuine defects
✅ Dedicated Support for hassle-free returns

FAQs

Q: How long do I have to return a product?
A: 7 days from delivery date for most products. Extended for manufacturing defects.

Q: Who pays for return shipping?
A: We cover return shipping for defective, damaged, or wrong products. Customer pays for other returns.

Q: When will I get my refund?
A: 5-10 business days after we receive and inspect your return, depending on payment method.

Q: Can I exchange instead of getting a refund?
A: Yes, we offer replacements for defective products or wrong items sent.

Q: What if the product is opened?
A: Opened products are eligible only if defective. Change-of-mind returns must be unopened.

Q: Do I need the original packaging?
A: Yes, products should be returned in original packaging when possible.

Q: What is RAN?
A: Return Authorization Number – required for all returns. Request from customer support.

At Riseovet, we value your trust and strive to make the refund process as smooth as possible. Your satisfaction is our priority.