Cancellation and Refund Policy

1. Cancelling an order

• You can cancel your order before the order is dispatched, free of charge.
• To cancel, email support@bravemomnaturals.com or message us on WhatsApp with your order number.
• Once a parcel has been handed to the courier, it cannot be cancelled. You can still refuse delivery, or use the return process below if the item arrives damaged.
• If you have paid online and cancel in time, we refund the full amount including shipping.

We may cancel an order ourselves if the item is out of stock, the address is undeliverable, or payment fails verification. You will always be told, and always refunded in full.

2. Returns: what we accept

Our products are handmade personal care items. For hygiene and safety reasons we cannot resell an item once it has left our care, so we do not accept returns simply because you changed your mind. We do accept returns in these cases:

• The item arrived damaged, leaking or broken.
• You received the wrong product or the wrong quantity.
• The item was past its expiry date on arrival.
• The seal was already broken when the parcel reached you.

3. Returns: what we cannot accept

• Products that have been opened, used or partly used, unless they were faulty.
• Claims raised more than 7 days after delivery.
• Small natural variations in colour, texture or scent. Every batch is handmade, so no two are identical. This is a feature of natural products, not a defect.
• Products that did not suit your skin or hair type. We are not able to predict individual sensitivities, which is why we ask everyone to patch test first.
• Items bought in a clearance or final sale, where this was stated on the product page.
• Free gifts and samples.
• Damage caused after delivery by storage in heat, sunlight or damp.

4. How to raise a claim

1. Contact us within 7 days of delivery at support@bravemomnaturals.com, or through our contact page.
2. Send us your order number, a clear description of the problem, and photos or video showing the issue and the outer packaging.
3. We review it and reply within 24 business hours.
4. If approved, we arrange a pickup where our courier serves your area, or ask you to send the item back. Where the fault is ours, we pay the return shipping.
5. Once we receive and inspect the item, we send your replacement or process your refund.

5. Refunds

• Approved refunds are processed within 5 to 7 business days of us approving the claim or receiving the returned item.
• Refunds go back to the original payment method. UPI, card and net banking refunds are returned through our payment gateway to the account you paid from.
• Your bank may take a further 3 to 7 business days to show the credit. That part is outside our control.
• If an order was placed with Cash on Delivery while we offered it, we refund by bank transfer or UPI. We will ask you for those details securely.
• Where only part of an order is returned, we refund that item's value. Shipping is refunded only where the whole order was faulty or cancelled in time.
• If a coupon was used, the refund is the amount you actually paid, not the pre-discount value.

6. Replacements

Where you prefer a replacement over a refund, and the item is in stock, we dispatch it as soon as your claim is approved, at no extra charge. If it is out of stock, we offer a full refund or a store credit, whichever you prefer.

7. Parcels lost or damaged in transit

If tracking shows your parcel as delivered but you have not received it, tell us within 48 hours and we will raise an investigation with the courier. If a parcel is confirmed lost, we send a replacement or refund you in full.

8. Online courses and digital content

Course access is delivered instantly and cannot be returned, so course fees are generally non-refundable once the material has been accessed. We will refund you where:

• You were charged twice for the same course.
• A technical fault on our side stopped you accessing the course and we cannot fix it.
• You bought a course by mistake and tell us within 24 hours, before accessing any lesson.
• A live class is cancelled by us and no alternative date suits you.

9. Failed and duplicate payments

If money left your account but your order did not appear, do not worry and do not pay again. Failed payments are normally reversed automatically by our payment gateway within 5 to 7 business days. Send us your payment reference and we will chase it for you.

10. Still not resolved?

Write to support@bravemomnaturals.com with your order number and the word "escalation" in the subject line. Our Grievance Officer, named in our Privacy Policy, will look at it personally and reply within 30 days.

Nothing in this policy affects your rights under the Consumer Protection Act, 2019.