Replacement Policy

    This Replacement Policy ("Policy") governs the circumstances under which products purchased through the Everhope online marketplace may be replaced. This Policy forms an integral part of Everhope's Terms & Conditions and should be read together with them.

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

    Last Updated: January 2025

    1. Scope and Applicability

    This Policy applies exclusively to nutritional supplements purchased by customers through the Everhope marketplace, unless expressly stated otherwise on the product listing or at the time of checkout.

    2. Products Covered

    Subject to the terms of this Policy, all nutritional supplements listed on the Everhope marketplace are eligible for replacement, provided the eligibility conditions set out herein are satisfied.

    3. Products Excluded from Replacement

    The following products and services are not eligible for replacement or refunds 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. Products expressly marked as "non-returnable" or "non-replaceable", including where such classification is required due to regulatory or safety reasons.

    4. Eligible Reasons for Replacement (Nutritional Supplements)

    Replacement requests shall be considered only in the following circumstances, provided the request is raised within the applicable time window:

    • a. The product received is damaged, broken, or leaking at the time of delivery, provided that photographic or video evidence is submitted.
    • b. The product received is different from what was ordered (wrong item or variant).
    • c. The product is expired at the time of delivery.
    • d. The product has a verified manufacturing defect.

    5. Non-Eligible Reasons for Replacement

    Replacement requests shall not be accepted in the following cases:

    1. Products that have been opened, tampered with, used, or partially consumed, unless a verifiable manufacturing or quality defect is established.
    2. Improper storage, handling, or usage of the product 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.
    3. Requests raised after the expiry of the replacement request window.
    4. Normal variations in packaging, labelling, or colour that do not affect product safety or integrity.

    In all such cases, Everhope reserves the right to reject the replacement request, and its decision shall be final, subject to applicable consumer protection laws.

    6. Time Window for Raising Replacement Requests

    Replacement requests must be initiated within 48 hours from the date and time of delivery as confirmed by Everhope's logistics partner, failing which the request shall be deemed time-barred and rejected.

    7. Verification and Approval Process

    All replacement requests are subject to a mandatory verification process, which may include:

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

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

    8. Process for Initiating a Replacement Request

    Customers may initiate a replacement request by contacting Everhope through either of the following channels:

    • Phone: +91 8929672099
    • Email: care@everhope.care

    9. Replacement Fulfilment Timeline

    Upon approval of a replacement request, Everhope shall dispatch the replacement product within 5 to 7 business days, subject to:

    • a. Availability of the same product and SKU
    • b. Delivery location and logistics constraints

    Delivery timelines may vary based on external factors beyond Everhope's control.

    10. Cap on Replacement Product Value

    Replacement shall be limited to:

    • a. The same product and same SKU originally purchased, and
    • b. A value not exceeding the original purchase price of the product.

    No upgrade, substitution, or higher-value replacement shall be permitted.

    11. Replacement Conditions

    • a. Replacement shall be provided only once per order.
    • b. Replacement is subject to stock availability.
    • c. Cash refunds shall not be provided, except where expressly mandated under applicable consumer protection laws.
    • d. Everhope reserves the right to refuse replacement in cases of suspected misuse, fraud, or abuse of this Policy.

    12. Limitation of Liability

    Replacement of the product in accordance with this Policy shall be the sole and exclusive remedy available to the customer for issues covered herein, to the extent permitted by applicable law.

    13. 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 & Conditions.