Shipping, Refunds & Returns Policy (Neeliya)

Last updated: 14.11.2025

We want your Neeliya experience to be smooth and reassuring. Here’s how shipping, returns, refunds, and exchanges work.

1) Order Processing

  • Processing time: 24–48 business hours after successful payment (Mon–Sat, excluding public holidays).
  • Orders placed after 2:00 PM IST process the next business day.

2) Shipping & Delivery

  • Domestic (India): Delivery typically 3–7 business days post-dispatch depending on PIN code.
  • Shipping Fee: Calculated at checkout. (Free shipping thresholds may apply; see banner/checkout.)
  • COD (if enabled): Available on eligible PIN codes with a small convenience fee. Refusing COD orders may restrict future COD eligibility.
  • International (optional): 7–14 business days. Duties/taxes are borne by the customer.
  • Tracking: You’ll receive an email/SMS/WhatsApp notification with tracking details once dispatched.

Address issues: If the courier marks the shipment as “undeliverable,” “insufficient address,” or “refused,” the order may return to origin (RTO). We can reship (additional shipping fees may apply) or refund product value minus two-way shipping.

3) Packaging Integrity & Damages

Please record an unboxing video before opening the parcel; this helps us resolve claims faster.

Contact us within 48 hours of delivery if:

  • The parcel is tampered or damaged
  • Items are leaking or broken
  • You received a wrong or missing product

Email: Info@neeliya.com
Include: order ID, photos/videos of the outer box, inner contents, shipping label, and the product. We’ll replace or refund as appropriate after verification.

4) Returns & Exchanges

For hygiene and safety reasons, most personal-care items are non-returnable once opened or used. We accept returns/exchanges only when:

  • You receive a wrong product or variant
  • The item is damaged or defective on arrival

Eligibility Conditions

  • Requests must be raised within 7 days of delivery.
  • Items must be unused, unopened, and in original sealed packaging with all freebies/inserts.
  • Provide photos/videos as requested; keep original packaging until we confirm the case.

Process

  • Email Info@neeliya.com with details and evidence.
  • Our team approves and arranges a pickup or shares a return address.
  • After QC at our facility, we issue a replacement or refund (where applicable).

Non-returnable items: opened/used products, free gifts, sample kits, final-sale discounted items, gift cards, and bulk/wholesale orders.

5) Allergies & Results

Ayurvedic formulations may behave differently across skin and hair types. We recommend a patch test before full use.

Allergic reactions are not treated as manufacturing defects; however, feel free to contact us— our team will guide you with alternatives or usage support.

6) Cancellations & Order Changes

  • You can request cancellation within 2 hours of placing the order or before dispatch (whichever is earlier).
  • Once shipped, cancellation isn’t possible. You may refuse delivery, but two-way shipping will be deducted from refunds for prepaid orders.

7) Refund Timelines

  • Prepaid orders: Refunds are processed to the original payment method within 5–7 business days after QC.
  • COD orders: Refunded via bank transfer/UPI after you share necessary details (5–7 business days post-QC).
  • Shipping fees, COD fees, and promo values are non-refundable unless the return is due to our error.

8) Promo Codes & Freebies

If a return reduces the order value below eligibility thresholds, refunds may be adjusted for used discounts, or we may request return of freebies.

9) Contact for Shipping/Returns

Neeliya Support
Email: Info@neeliya.com
WhatsApp: +91-7707977059
Hours: Mon–Sat, 10:00–18:00 IST (excluding public holidays)