Refund policy

1. Introduction

1.1 This Refund & Cancellation Policy ("**Policy**") sets out the terms on which **BAYH2O HEALTHTECH PRIVATE LIMITED** ("**Company**," "**we**," "**us**," "**our**"), having its registered office at B-114, DLF Regal Gardens, Sector 90, Garhi Harsaru, Sadhrana, Gurugram, Haryana – 122505, India, GSTIN: 06AAMCB9203D1ZW, operating the brand "SALTS- FUTURE OF WELLNESS" through the website https://drnksalts.com (the "**Website**"), handles order cancellations, returns, replacements, and refunds.

1.2 This Policy forms an integral part of, and is to be read together with, the Terms of Service published on the Website. Capitalised terms used but not defined in this Policy shall have the meaning assigned to them in the Terms of Service.

1.3 By placing an order on the Website, you agree to the terms of this Policy.

2. Order Cancellation Before Dispatch

2.1 You may request cancellation of an order at any time before it has been dispatched by writing to **founder@drnksalts.com** with your order number and reason for cancellation.

2.2 Where a cancellation request is received and confirmed before dispatch, the Company will cancel the order and process a full refund of the amount paid, in accordance with Section 11 (Refund Processing Timelines) and Section 12 (Refund Method) below.

2.3 The Company reserves the right, at its discretion, to cancel orders prior to dispatch on account of stock unavailability, pricing or listing errors, suspected fraud, inability to verify customer information, or non-serviceability of the delivery location, and will issue a full refund of any amount collected for such order.

3. Order Cancellation After Dispatch

3.1 Once an order has been dispatched and is in transit, it cannot ordinarily be cancelled. Should you no longer wish to receive the order, you may refuse delivery at the time of attempted delivery, or alternatively follow the return process set out in Section 4 (Refund Eligibility) of this Policy after the order has been received, subject to the conditions set out herein.

3.2 If delivery is refused without a valid reason recognised under this Policy and the Product is returned to the Company in saleable condition, the Company may, at its discretion, process a refund after deducting reasonable return shipping and handling costs actually incurred, where applicable.

4. Refund Eligibility

4.1 **7-Day Refund Window.** Customers may request a refund within **7 (seven) days from the date of purchase**, stating the reason for the request, subject to the verification process described in Section 4.4 and the exclusions set out in Section 13 (Non-Refundable Circumstances). Refund requests made after expiry of this 7 (seven) day window will not ordinarily be entertained, except where mandated by applicable consumer protection law or expressly permitted under Sections 7 to 10 of this Policy.

4.2 Refund requests must be submitted by writing to **founder@drnksalts.com**, quoting the order number, date of purchase, and (where applicable) reason for the request.

4.3 In addition to the 7-day refund window, Customers who receive Products that are damaged, defective, missing, or incorrect (as described in Sections 6 to 9 below) may be eligible for a refund or replacement even where reported close to or at the end of the applicable window, provided the claim is raised promptly upon discovery and in any event within 7 (seven) days of delivery.

4.4 To process a refund request, the Company may require you to provide your order details, proof of purchase (such as the order confirmation or invoice), and, where relevant to claims of damage, defect, or incorrect delivery, photographic or video evidence of the Product and its packaging. The Company reserves the right to verify all refund and replacement claims, including by requesting the return of the Product, before approving a refund.

4.5 Approved refunds will be processed in accordance with Section 11 (Refund Processing Timelines) and Section 12 (Refund Method).

5. Replacement Policy

5.1 Where a Customer is eligible for a remedy under this Policy on account of a damaged, defective, missing, or incorrectly delivered Product, the Customer may elect to receive a replacement of the same Product in lieu of a refund, subject to availability of stock.

5.2 Where the original Product is no longer available, the Company will, at its discretion and in consultation with the Customer, offer either a refund or a replacement of comparable value.

5.3 Replacement requests are subject to the same verification requirements set out in Section 4.4.

6. Exchange Policy

6.1 Given the nature of the Products (consumable hydration powders), exchanges for a different flavour, variant, or size are subject to the Product being unopened, unused, and in its original sealed packaging, and to the exchange request being raised within 7 (seven) days of delivery.

6.2 Exchange requests are subject to availability of the desired variant and may be declined where the requested variant is out of stock, in which case the Customer may opt for a refund instead.

7. Damaged Product Claims

7.1 If you receive a Product that is damaged or has been compromised in transit, please notify the Company at **founder@drnksalts.com** within 7 (seven) days of delivery, along with clear photographs or video of the damaged Product, its packaging, and the shipping label.

7.2 Upon verification, the Company will, at its discretion, arrange for a replacement of the damaged Product or process a refund.

8. Incorrect Product Deliveries

8.1 If you receive a Product different from what was ordered, please notify the Company at **founder@drnksalts.com** within 7 (seven) days of delivery, along with your order details and photographic evidence of the Product received.

8.2 Upon verification, the Company will arrange for collection of the incorrect Product (where required) and dispatch of the correct Product, or process a refund, at the Company's discretion.

9. Missing Item Claims

9.1 If any item from your order is missing upon delivery, please notify the Company at **founder@drnksalts.com** within 7 (seven) days of delivery, along with your order details and, where available, photographs of the package as received (including packaging/seal condition).

9.2 Upon verification, the Company will dispatch the missing item or process a refund for the value of the missing item, at the Company's discretion.

10. Product Quality Complaints

10.1 If you have concerns regarding the quality of a Product received (for example, taste, texture, or appearance inconsistent with the expected standard), please notify the Company at **founder@drnksalts.com** within 7 (seven) days of delivery, describing the concern and, where possible, providing photographs along with the batch/lot number printed on the packaging.

10.2 The Company will review such complaints in good faith and, where the complaint is verified, will offer a replacement or refund at its discretion. The Company may request the return of the affected Product or remaining quantity for quality investigation purposes.

11. Refund Processing Timelines

11.1 The Company will acknowledge receipt of a refund, replacement, or cancellation request within **2 (two) business days** of receipt at founder@drnksalts.com.

11.2 The Company will review and communicate a decision on the request (approval, request for further information, or rejection with reasons) within **7 (seven) business days** of receipt of all required information and, where applicable, return of the Product.

11.3 Once a refund is approved, the Company will initiate the refund within **7 (seven) business days**. Depending on the policies of the relevant bank or payment processor, the credited amount may take an additional **7 (seven) business days** to reflect in the Customer's account.

11.4 The timelines set out in this Section are estimates provided in good faith and may vary depending on factors outside the Company's control, including processing times of banks, card networks, and payment gateways.

12. Refund Method

12.1 All approved refunds will be processed to the **original payment method** used at the time of purchase (for example, the same card, bank account, UPI ID, or wallet used for the original transaction).

12.2 Where a refund to the original payment method is not feasible for technical or operational reasons (for example, where the original instrument has expired or is no longer valid), the Company may, at its discretion and with the Customer's cooperation, process the refund through an alternative method, such as a direct bank transfer, subject to verification of the Customer's identity and bank details.

12.3 For orders paid via Cash on Delivery (where offered), refunds will be processed via bank transfer or UPI to an account/ID provided by the Customer, subject to verification.

13. Non-Refundable Circumstances

13.1 Without prejudice to the 7-day refund window in Section 4.1, the following are not eligible for a refund, replacement, or exchange:

(a) requests made after expiry of the applicable 7 (seven) day window referred to in this Policy, except where a longer period is expressly granted by the Company in writing;

(b) Products that have been opened, used, or consumed, other than where the claim relates to damage, defect, incorrect delivery, missing items, or quality issues identified under Sections 7 to 10;

(c) Products purchased from unauthorised resellers, third-party marketplaces, or any platform other than the official Website, unless otherwise required by applicable law;

(d) claims arising from misuse, improper storage, or consumption of the Product contrary to instructions printed on the packaging;

(e) minor variations in packaging design, colour, or labelling that do not affect the quality, safety, or usability of the Product;

(f) free gifts, samples, or promotional items provided at no additional cost, unless defective; and

(g) charges for shipping or handling that have already been incurred and are non-recoverable, except where the return or replacement arises due to an error attributable to the Company.

13.2 The Company reserves the right to make case-by-case exceptions to this Section at its sole discretion, without obligation to extend such exceptions to other Customers or future requests.

14. Fraudulent Claims and Abuse Prevention

14.1 The Company reserves the right to investigate, verify, and, where necessary, decline any refund, replacement, exchange, or cancellation request that it reasonably suspects to be fraudulent, abusive, exaggerated, or made in bad faith, including but not limited to: repeated claims of damage or missing items from the same Customer or address, claims unsupported by requested evidence, claims inconsistent with courier delivery records, or patterns indicative of misuse of this Policy.

14.2 The Company may request additional information, documentation, or the return of the Product before approving any claim, and may decline a request where the Customer fails to provide such information within a reasonable period (ordinarily 7 days of the Company's request).

14.3 The Company reserves the right to restrict, suspend, or refuse future orders from any Customer or account found to have submitted fraudulent or abusive claims, without prejudice to any other rights or remedies available to the Company under applicable law.

14.4 Nothing in this Section shall be construed to override statutory rights available to consumers under the Consumer Protection Act, 2019, and rules made thereunder, including the Consumer Protection (E-Commerce) Rules, 2020.

## 15. Changes to Policy

15.1 The Company reserves the right to amend, modify, or update this Policy at any time, at its sole discretion, by posting the revised Policy on the Website with an updated "Last Updated" date.

15.2 Orders placed prior to the date of any amendment will continue to be governed by the version of this Policy in effect at the time the order was placed, unless the amendment is required by applicable law or is more favourable to the Customer.

16. Contact Information

For all cancellation, return, replacement, or refund requests, or any queries relating to this Policy, please contact:

**BAYH2O HEALTHTECH PRIVATE LIMITED**
Brand: SALTS
Address: B-114, DLF Regal Garden, Sector 90, Garhi Harsaru, Sadhrana, Gurugram, Haryana – 122505, India
Email: **founder@drnksalts.com**
Website: https://drnksalts.com

This Policy shall be governed by the laws of India, and any dispute arising hereunder shall be subject to the exclusive jurisdiction of the competent courts at **Gurugram, Haryana, India**, subject to applicable consumer protection law.