Return & Refund Policy

Last Updated: 27th May, 2026

This Return & Refund Policy ("Policy") sets out the terms under which Everhope Oncology Private Limited (CIN: U86900KA2025FTC196439), having its registered office at 258/A, Bommasandra Industrial Area, Hosur Road, Anekal Taluk, Bommasandra Industrial Estate, Bangalore, Karnataka, India, 560099 ("Everhope", "Company", "we", "us", "our"), governs returns, cancellations, and refunds for orders placed through the Everhope online store at https://store.everhope.care ("Store").

This Policy forms an integral part of Everhope's Terms of Use and should be read together with our Replacement Policy, Shipping Policy, and Privacy Policy.

Everhope reserves the right to amend this Policy from time to time in accordance with applicable law.

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1. Scope and Applicability

This Policy applies exclusively to purchases made through the Everhope Store, including:

• Nutritional supplements
• Other physical consumer products listed on the Store from time to time

This Policy does not apply to consultations, hospital-based treatments, or other healthcare services provided by Everhope Oncology Private Limited, which are governed by the separate Cancellation & Refund Policy.

2. Replacement vs. Refund

Everhope's primary remedy for product issues is replacement, not refund, and is governed by the Replacement Policy. This Return & Refund Policy applies in the limited circumstances where a refund is permitted under this Policy or required under applicable consumer protection laws.

Cash refunds shall not be provided under any circumstances. Where a refund is approved, it shall be issued to the original payment method or as store credit, at Everhope's discretion.

3. Products and Services Excluded from Returns or Refunds

The following are not eligible for return or refund under any circumstances:

a. Diagnostic tests, including but not limited to:

• Blood tests
• Gut microbiome tests
• Nutrigenomics or genetic tests
• Any other laboratory or diagnostic services

b. All nutrition, therapy, wellness, preventive health, and integrative care programmes, whether digital, in-person, or hybrid in nature.

c. Nutritional supplements that have been opened, tampered with, used, or partially consumed, unless a verifiable manufacturing or quality defect is established.

d. Products damaged due to improper storage, handling, or usage by the customer after delivery, including exposure to heat, moisture, or contamination, or failure to comply with the storage and usage instructions provided on the product packaging or listing.

e. Products purchased through promotional campaigns, bundled offers, BOGO offers, or limited-time discounted sales, except where damaged, defective, expired, or wrongly delivered.

f. Free items, complimentary samples, and gifts received with an order.

g. Products expressly marked as "non-returnable" or "non-replaceable", including where such classification is required due to regulatory or safety reasons.

4. When You May Request a Refund

A refund may be considered, at Everhope's discretion, only in the following circumstances:

a. The product is damaged, broken, leaking, expired, wrongly delivered, or has a verified manufacturing defect, and a replacement is not feasible because:

• The same product and SKU is out of stock; or
• The product has been discontinued; or
• The customer's delivery location is no longer serviceable.

b. The order is cancelled before dispatch (see Section 5).

c. Everhope is unable to fulfil the order due to non-serviceable pin code, product unavailability, pricing error, failed payment verification, or fraud-risk flag.

d. Any case where a refund is expressly required under applicable consumer protection law.

In all other cases, the customer's sole remedy shall be a replacement under the Replacement Policy.

5. Order Cancellation

a. Orders may be cancelled by the customer free of charge at any time before dispatch by contacting Customer Care.

b. Once an order has been handed over to our fulfilment partner for dispatch, it cannot be cancelled. The customer may, in such cases, raise a replacement request after delivery in accordance with the Replacement Policy, subject to eligibility.

c. Refunds for pre-dispatch cancellations will be initiated within 24 to 48 working hours of the cancellation request.

d. Everhope reserves the right to cancel any order, in whole or in part, at its discretion — including in cases of product unavailability, pricing error, payment failure, fraud-risk, non-serviceable pin code, or repeated RTO history of the customer. In such cases, a full refund will be processed to the original payment method.

6. Time Window for Raising Requests

a. Replacement requests must be raised within 48 hours from the date and time of delivery as confirmed by Everhope's logistics partner, in accordance with the Replacement Policy.

b. Refund requests under Section 4(a) (where replacement is not feasible) must also be raised within 48 hours from the date and time of delivery.

c. Pre-dispatch cancellation requests under Section 5(a) may be raised at any time before the order has been handed over to the fulfilment partner.

Requests raised after the applicable window shall be deemed time-barred and rejected.

7. Verification and Approval Process

All return and refund requests are subject to a mandatory verification process, which may include:

• Validation of the order ID and purchase details.
• Submission of clear photographic and/or video evidence showing the issue, including packaging, batch number, and expiry date.
• Internal quality, safety, and regulatory compliance checks conducted by Everhope or its authorised partners.

Everhope reserves the right to approve or reject any request at its discretion, subject to applicable laws.

8. How to Initiate a Return or Refund Request

Customers may initiate a return or refund request by contacting Everhope through either of the following channels:

• Phone: +91 89296 72099
• Email: connect@everhope.care

Please include your order ID, the reason for the request, and (where applicable) photographs and a short video of the product, packaging, batch label, and any visible damage.

9. Refund Mechanics & Timelines

Where a refund is approved under this Policy:

• Prepaid orders: Refunds are processed to the original payment method used at the time of purchase (UPI, debit/credit card, net banking, or wallet). The customer may, at Everhope's discretion, opt for store credit instead.
• Cash on Delivery orders (in eligible cases only): Refunds shall be issued as store credit or via bank transfer to a verified bank account in the customer's name.
• No cash refunds shall be issued under any circumstances, except where expressly mandated under applicable consumer protection laws.

Indicative timelines:

During sale events, festive periods, or high-volume operational windows, these timelines may be extended. Everhope shall make reasonable efforts to process requests as promptly as practicable and shall not be liable for any monetary compensation for such delays.

10. Repeat RTO & Failed-COD Customers

Where a customer has a history of repeated Return to Origin (RTO) shipments, refused deliveries, or failed Cash on Delivery attempts, Everhope reserves the right to:

• Restrict that customer to prepaid orders only for future purchases; or
• Decline future orders altogether, without further notice.

11. Limitation of Liability

Replacement of the product under the Replacement Policy, or a refund under this Policy where expressly permitted, shall be the sole and exclusive remedy available to the customer for issues covered herein, to the extent permitted by applicable law.

12. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India, and shall be subject to the dispute resolution mechanism set out in the Everhope Terms of Use.

13. Customer Support

For all return, refund, or cancellation queries:

Everhope Customer Care

• Phone: +91 89296 72099
• Email: connect@everhope.care
• Operational Hours: Monday to Saturday, 10:00 AM to 7:00 PM IST (excluding public holidays)