Introduction:

At ROZ Health (the consumer brand of Nutribloom Health Private Limited), we are committed to providing quality health and wellness products and a transparent shopping experience. This Return & Refund Policy explains when and how you can return products purchased from our e-commerce platform, and how refunds are processed. It is drafted in accordance with Indian consumer protection laws, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, which mandate clear display of return and refund policies for online shoppers. By making a purchase on our website, you agree to the terms of this policy. Our aim is to be fair and customer-friendly while also protecting our business. Nothing in this policy limits your statutory rights under the law.

1. Eligibility for Returns:

1.1 You may request a return of a product within 48 hours of delivery, provided all the following conditions are met:

• Unopened & Unused: The product must be in its original condition unused, unopened, and with all original seals, tags, and packaging intact. We cannot accept returns of items that have been opened or had their safety seal broken, due to health and hygiene reasons. 
• Damaged/Defective/Expired: The item delivered to you is defective, damaged (physically or functionally), expired, or otherwise not in usable condition on arrival. If you receive a product past its expiration date or that is not fit for consumption, it is eligible for return.
  
• Incorrect or Incomplete Order: You received the wrong product or your order is incomplete (items missing or wrong item delivered). In such cases, we will of course accept a return of the incorrect item.

1.2 Timely Return Request: You must initiate the return request within 48 hours of receiving the delivery. (We urge you to inspect your package as soon as it is delivered. If 48 hours have passed since delivery, we, unfortunately, may not be able to honor a return request.)

1.3 If all the above conditions are satisfied, we will arrange a return. Please note that we do not accept returns for reasons such as a change of mind, dislike of taste/appearance, or any reason other than those listed above, given the consumable nature of our products. Your understanding is appreciated.

2. Non-Returnable Items:

2.1 For the safety of our customers and the integrity of our product, certain items cannot be returned:

• Opened or Used Products: Any product that has been opened, unsealed, or used cannot be returned under any circumstances . This includes supplement bottles or packages where the seal is broken such items are not eligible for return due to hygiene and safety protocols .
• Health & Hygiene Sensitive Items: Items that are sensitive for health/hygiene (for example, personal care or nutrition products that are consumed or applied) are non-returnable once opened. We reserve the right to decline returns of products that by their nature cannot be resold or safely reused once opened.
• Sale and Promotional Items: All items sold as part of a sale, clearance, or promotion are considered final sale and are non-returnable and non-
  refundable, unless they arrived to you in a damaged or defective condition. (Discounted items can only be returned if they are defective on arrival; if they are in good condition, we do not accept returns for these.)
  
• Free Gifts or Bonus Items: If an order included a free gift, combo item, or bonus item as part of a promotion, that free/bonus item must be returned along with the main product in the event of a return. Failure to return the promotional item may render the return ineligible . (Free gifts themselves cannot be returned or exchanged individually.)
• If you are unsure whether a product is returnable or falls under a non-returnable category, please contact us for clarification before opening or using the item.

3. How to Initiate a Return:

3.1 Return requests are handled exclusively via email. To initiate a return, you must email us at hello@rozhealth.in within 48 hours of delivery. In your email, please include:

• Order Details: Your order number, the name of the product(s) you wish to return, and the date of delivery.
  
• Reason for Return: A brief description of the issue (e.g., “received in damaged condition,” “wrong item delivered,” “product expired on arrival,” etc.).
  
• Supporting Evidence: Clear photos (and/or a short video, if possible) showing the product’s condition, the packaging, batch number/expiry date (if relevant), and the issue you are reporting . For example, if the item arrived damaged, include a photo of the damage; if incorrect, a photo of the item and its label. These help us verify the problem and speed up the process.

3.2 Send this information in an email to hello@rozhealth.in. Our customer support team will respond within 24–48 hours acknowledging your return request and may request additional details if needed. Please note: We do not accept return requests through any other channel (phone or website portal) email is the only authorized method to initiate a return, ensuring a clear record of the communication.

4. Return Pickup and Shipping:

4.1 Once your return request is approved by our team, we will arrange a reverse pickup of the product from your address. Our logistics partner (Delhivery) will contact you and schedule a pickup, typically within 3–5 business days of approval. We will schedule a pick-up of the product you want to return at no extra cost to you . Please have the item ready for pickup in its original packaging, with all accessories, manuals, and
freebies (if any) that came with it. Ideally, use the original delivery box to pack the item securely, to prevent any damage in transit back to us.

4.2 During pickup: the courier agent may check the product and its packaging. You will be asked to hand over the product in the condition described in your return request (unopened or as delivered). Kindly ensure someone is available at the scheduled pickup time and location. Delhivery’s agents usually attempt pickup between normal business hours (e.g., 9 AM – 7 PM). If a pickup attempt fails due to no one being available or other customer-related issues, please inform us promptly to reschedule. We typically allow one additional pickup attempt. After repeated failed attempts, the return request might be cancelled , so it’s important to coordinate the pickup.

4.3 No Return Shipping Fee: There is no fee for return pickup. We bear the return courier costs for approved returns (you do not have to pay the courier anything for pickup) . In rare cases where our pickup service is not available in your area, we will work with you to arrange an alternative (such as asking you to ship the item back to us via a tracked courier). If we ask you to self-ship, we will reimburse a reasonable courier cost (as store credit or bank transfer), which will be communicated to you in advance.

5. Refunds:

5.1 Once the returned item reaches us, we will conduct a quality inspection (see next section). After the return is approved in our system, we will process your refund. Refunds for eligible returns are issued within 7–10 working days from the date we receive and approve the returned product . We strive to process refunds as fast as possible, but the exact timing may also depend on your bank or payment provider’s processing times. 

5.2 Refund Method: All refunds are credited via the original payment method you used for the purchase.

• If you paid online via credit card, debit card, net banking, UPI, or digital wallet, the refund will be processed back to the same account or card. You will see the credit in your statement once processed (typically in 7-10 business days).
  
• If the order was placed via Cash on Delivery (COD), we will facilitate your refund via a bank transfer. Our team will reach out to you to obtain your bank account details (such as account number, account holder name, IFSC code) once the return is approved, and we will process a NEFT refund to that account . (For security and accuracy, please provide the details exactly as per your bank records when requested.) COD refunds are not issued in cash or cheque; they are done via electronic bank transfer for traceability.

5.3 Non-Refundable Charges: Please note that certain charges are non- refundable. Shipping charges (the delivery fee you paid, if any), Cash on Delivery convenience fees, and any payment gateway transaction fees incurred on your order are non-refundable and will not be included in the refund amount. We only refund the product price (minus any discounts applied). For example, if you paid ₹100 as shipping or COD fee, that fee will not be returned to you when we process the refund for a returned product. These fees cover services that have already been utilized (shipping, handling, payment processing) and cannot be recovered.

5.4 Mode of Refund: We do not issue refunds as store credits or gift vouchers. We believe in returning your money to you directly. Therefore, we will either provide a replacement product or a monetary refund to your original payment method. We do not offer “store credit” in lieu of a refund – our refunds are always a reversal of the original payment or a bank transfer (for COD), ensuring you have full control of your money.

5.5 You will receive an email notification once your refund is processed from our end. If you have not received the refund within 10 working days after confirmation from us, please contact our support and also check with your bank/credit card, as sometimes banks take a few extra days to credit refunds.

6. Exchange Policy:

6.1 We want you to receive a product in good condition. If you prefer an exchange (replacement) instead of a refund for an eligible return, we can accommodate that in cases of damaged, defective, or incorrect products. Exchanges are essentially product replacements: we send you a new unit of the same item in exchange for the returned item.

6.2 How to Request an Exchange: When you contact us via email to initiate the return, please mention that you would like an exchange (replacement product) instead of a refund. If the product is eligible for return, we will ship out a new replacement item after we receive the original item back and verify its condition. By indicating your preference early, we can directly process an exchange for you .

6.3 Exchange Conditions: We can only exchange for the same product (same SKU) that was ordered, not a different item. Exchanges are subject to stock availability. If we have an identical replacement in stock, we will dispatch it once the returned item passes inspection. If the exact product is out of stock or no longer available, we will inform you and issue a full refund instead, since we cannot provide an alternate product exchange in such cases.

6.4 Process: The exchange process timeline is similar to a return – once your returned item is received and verified, the replacement product will be shipped out to you. We will provide you with the new order tracking details. Shipping of the replacement is free of charge. The overall turnaround time for exchanges may vary depending on your location and stock, but we aim to minimize any delay.

6.5 No Extra Charges: If you are exchanging an item due to it being faulty or wrong, you will not be charged any price difference (assuming you are receiving the same product) and no additional shipping fee. If the exchange is approved, everything is handled at our cost.

6.6 If Exchange is Not Possible: In the event we cannot offer an exchange (for example, product is discontinued or out of stock for a long period), we will process a refund as per our refund policy instead of an exchange. We will communicate with you to decide the best resolution. (At this time, we do not offer exchanges for reasons other than product quality issues or wrong item delivered. We also do not offer exchanges for a different product or variant. Store credit in lieu of an exchange is not provided.)

7. Quality Check and Return Approval:

7.1 All returned products undergo a thorough quality inspection once we receive them at our facility. This is to ensure that the item meets the conditions of return (unused, sealed, etc.) and the reason for return is valid. Our team will verify:

7.2 That the returned product is the same item that was originally shipped to you. (Matching SKU/barcode and order).

7.3 The product is in the claimed condition – e.g., unopened if that was required, or the reported defect/damage is genuine. We check for any signs of use, wear, or tampering. Only products in their original, unused condition, without any signs of use or wear, are eligible for a refund/exchange .

7.4 All accessories, manuals, freebies, and original packaging have been returned. If any item that was originally delivered (including accessories or bonus items) is not returned, or if the product is found to be used when it was supposed to be unused, it may cause the return to be rejected.

7.5 If the returned item passes inspection, we will approve the return and proceed with the refund or exchange as per your request. You will be notified via email once this is done.

7.6 If the item fails our quality check – for example, if we find that the product was used, opened, or not in the condition you described – we reserve the right to reject the return . In such cases, no refund will be issued and the product may be sent back to you. We will notify you of the return rejection with an explanation. We may ship the product back to your address (at your cost) or hold it for pickup for a certain period. We reserve the right to make the final decision on the state of the returned product. Returns that do not meet our policy conditions will not be honored. (For instance, if
someone returns an empty bottle or a different item altogether, that return will be rejected.) We appreciate your understanding that these measures are necessary to prevent misuse of the returns process.

8. Abuse of Return Policy:

8.1 While we strive to accommodate our customers and build trust with a fair return policy, we also monitor returns for abuse or fraudulent activity. ROZ Health reserves the right to refuse service, refuse returns, and/or ban accounts of customers who are found to be abusing our return/refund policy. Examples of return policy abuse include repeated returns of products after use, attempting to return items not purchased from us, fraudulent claims of damage, or any manipulation of the process for wrongful gain. In line with industry practice, frequent or excessive returns, or any behavior that indicates misuse, will result in denial of future returns for that customer . We understand returns happen occasionally, but our policy cannot be used as a means of rental or trial beyond what is reasonable.

8.2 In the case of suspected fraud or abuse, we may take appropriate actions such as: refusing the return/refund request, flagging or deactivating the customer’s account on our platform, and if necessary, legal action. Retailers (including us) explicitly reserve the right to deny returns, refunds and exchanges to prevent fraud or abuse . This helps keep our prices fair for all customers. We ask for your cooperation in using the return policy in good faith.

9. Customer Support and Contact Information:

9.1 If you have any questions, concerns, or need assistance regarding a return or refund, please do not hesitate to contact us. Our customer support team is here to help ensure a smooth and satisfactory resolution.

9.2 Email: For return/refund queries, email us at hello@rozhealth.in (our official customer support email). This is the fastest and most effective way to reach us. We typically respond within 1-2 business days.

9.3 Customer Service Hours: Our support team operates Monday to Friday, 10:30 AM to 6:00 PM IST . Emails sent outside of these hours will be addressed on the next working day.

9.4 Office Address: Nutribloom Health Private Limited, 4th Floor, Aarohi Complex, Vijay Char Rasta, AEC Crossroads, Ahmedabad, Gujarat – 380009, India . (Please do not send returns to this address unless explicitly instructed – returns sent without authorization may not be acknowledged. Always obtain a return approval and pickup confirmation
first.)

9.5 Phone/Chat: If you require urgent assistance, you may reach out via our website chat (during business hours) or refer to our Contact Us page. Currently, we handle most return inquiries via email to ensure proper documentation and speedy service.

9.6 We are dedicated to resolving any issue you have with your order. Your satisfaction is our priority, and we will work with you to ensure any valid concerns are addressed promptly – whether that means replacing a damaged item or refunding your purchase.

10. Legal Compliance and Jurisdiction:

10.1 This Return & Refund Policy is governed by and construed in accordance with the laws of India. It is designed to comply with the Consumer Protection Act, 2019 and all relevant rules and regulations applicable to e-commerce entities. We make sure our policy aligns with the requirements that sellers accept returns and provide refunds for defective or wrong products as mandated by law. Nothing in this policy affects any rights you may have under the law. In case of any conflict between this policy and your statutory rights, your statutory rights will prevail.

10.2 In the unlikely event of a dispute arising out of a return or refund issue, the matter will be subject to the exclusive jurisdiction of the courts in Ahmedabad, Gujarat, India. By transacting on our website, you agree that any legal action pertaining to this policy or your purchase shall be brought in the appropriate court in Ahmedabad. (As Nutribloom Health Pvt. Ltd. is based in Ahmedabad, this is our agreed legal venue.) This clause does not override any rights provided to consumers by applicable law, but rather specifies the agreed venue for legal resolution if it becomes necessary.

11. Policy Updates:

ROZ Health may update or modify this Return & Refund Policy from time to time in order to reflect changes in our practices or for other operational, legal, or regulatory reasons. Whenever we make a significant change, we will post the revised policy on our website with a new effective date. We encourage you to review the policy periodically to stay informed of any updates . Continued use of our website or services after any changes to this policy constitutes your acceptance of those changes.

Thank you for shopping with ROZ Health. We value your trust and business. Our return and refund policy is designed to be transparent and fair, ensuring you can shop with confidence. If you have any further questions or need clarifications regarding this policy, please reach out to us at hello@rozhealth.in. We are here to help and ensure you have a positive experience with our products and services.

Cancellation Policy

Scope and Overview:

This Cancellation Policy governs the cancellation of orders for all purchases made through ROZ Health (a consumer wellness brand owned by Nutribloom Health
Private Limited) in India. It covers both one-time product orders and subscription-based deliveries. This policy is designed to be fair, transparent, and compliant with
the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. It outlines the conditions and process for cancellation, refund timelines, and the rights and obligations of both the customer and ROZ Health in such events. By placing an order with ROZ Health, you agree to the terms of this Cancellation Policy.

1. Cancellation by Customers (One-Time Orders):

1.1 Cancellation Window: Customers may cancel an order before it is dispatched. Cancellations must be requested by contacting our customer support via telephone at +91-9313595923 or by email at hello@rozhealth.in. Please provide your order number and contact details when requesting a cancellation.

1.2 No Cancellation After Dispatch: Orders cannot be canceled once they have been dispatched/shipped. After the order status reaches the shipping stage, the order is locked for processing and shipment. If an order has already been dispatched by the time you contact us, the cancellation request will not be accepted. In such cases, you will need to wait until the product is delivered and then initiate a return under our Return & Refund Policy (if eligible). This limitation on post-dispatch cancellations is a
standard practice to prevent misuse and logistical issues . It ensures that products in transit reach the customer as intended, after which the customer can choose to return them if needed.

1.3 No Cancellation Fees: ROZ Health does not charge any cancellation fee for orders canceled within the permitted window. In accordance with the Consumer Protection (E-Commerce) Rules, 2020, e-commerce entities are barred from levying cancellation charges on consumers who cancel orders in the allowed timeframe . You will receive a full refund of any amounts paid for the order, subject to the refund process outlined below. There are no penalties or fees for exercising your right to cancel as a
consumer.

2. Subscription Order Cancellations:

2.1 Cancellation of Subscriptions: If you have enrolled in a subscription-based delivery (recurring orders of products), you may cancel your subscription at any time before the next renewal or shipment cycle. This means you can stop future auto-renewals or shipments without any penalty, provided the cancellation is done prior to the generation of the next order in the subscription. To cancel a subscription, you can log in to your ROZ Health account and manage your subscription settings (if such functionality is available), or contact our customer support by phone/email as provided
above. We recommend canceling at least 1-2 days before your next scheduled billing/shipping date to ensure the request is processed in time.

2.2 Ongoing Cycle Shipments: If a subscription order for the current cycle has already been processed, billed, or dispatched at the time of your cancellation request, that particular shipment cannot be halted or canceled. You will receive that delivery as scheduled, and if you do not wish to keep the product, you may initiate a return after delivery as per our Return & Refund Policy. The subscription cancellation will take effect from the next cycle onward, ensuring no further products are shipped or billed.
There are no cancellation charges or termination fees for canceling a subscription; ending your subscription early does not incur any penalty, in line with consumer rights and applicable e-commerce regulations.

2.3 Pre-Paid Subscriptions: If you paid upfront for a multi-cycle subscription(e.g., a pre-paid 6-month plan) and wish to cancel before all deliveries are completed, ROZ Health will evaluate refund options in accordance with the specific subscription terms. Generally, any refund for the remaining period (after deducting the value of any products already delivered or any discounts availed) will be processed as per our Refund Policy. We strive to be fair and transparent in such cases, and no arbitrary cancellation penalties will be imposed.

3. Company-Initiated Cancellations (Auto-Cancellation):

3.1 ROZ Health reserves the right to cancel orders on its own in certain unavoidable or exceptional circumstances. An order may be automatically canceled by the Company for reasons including, but not limited to, the following:

• Product Unavailability: The product is out of stock, discontinued, or otherwise not available. Despite our best efforts to maintain accurate stock information, there are rare cases where inventory discrepancies occur. In such cases, we may cancel the order.
• Payment Issues: Your payment did not go through or was flagged as incomplete/fraudulent by our payment gateway. If the transaction fails or is not confirmed, the order will not be processed. We will notify you to attempt the payment again (if possible) before canceling.
• Invalid Address or Contact Details: The shipping/delivery address provided is invalid, incomplete, or outside our delivery zones, or our delivery partner consistently cannot reach you with the contact information provided. If we are unable to confirm a correct address, the order might be canceled. 
• Pricing or Technical Errors: In case of a pricing error on our website (for example, a product or subscription showing an incorrect price due to a technical glitch) or any error in product information, we reserve the right to cancel the order to prevent any unfair transaction. This includes obvious mistakes in subscription pricing or discount calculations that were not intended by the Company.
• Bulk or Fraudulent Orders: If an order is suspected to be fraudulent, or if we suspect that a customer is abusing our platform (such as using bots, placing bulk orders for resale, or violating the terms of use), we may cancel the order. Orders that trigger our security systems or appear to be placed with malicious intent will be reviewed and potentially canceled to protect both parties.
• Other Unforeseen Circumstances: Any other circumstances beyond our control, such as governmental regulations, natural disasters, strikes, or logistic partner issues that prevent fulfillment of the order.
• If ROZ Health cancels your order (either automatically by our system or manually by our team), we will notify you as soon as possible via email or phone, providing the reason for cancellation. No charges will be levied on the customer in such cases. If your
  payment was already received, you will be entitled to a full refund, which will be processed at the earliest (usually within 24-48 business hours of the cancellation confirmation). We adhere to the principle that if the company must cancel a purchase unilaterally, the consumer should not bear any cost or fee for the same.

4. Refunds and Processing Timelines:

4.1 We have structured our refund process to be swift and in compliance with applicable laws and banking regulations. The mode and timeline of your refund will depend on the stage of cancellation and the original payment method:

• Pre-Shipment Cancellations (Order canceled before dispatch): If you cancel your order within the allowed window (and before it has been dispatched), we will initiate a refund of any prepaid amount within 24 to 48 business hours of confirmation of cancellation. Our team will cancel the order in our system and trigger the refund process promptly. Please note that while we process the refund on our end in 1-2 business days, the time it takes for the refunded amount to reflect in your account can vary depending on your bank or payment provider. Typically, credit/debit card and net banking refunds are completed in 5-7 business days, UPI refunds within 2-4 business days, and wallet refunds are often instant or within 24 hours, though these timelines are subject to the policies of the payment gateway or bank. We will notify you via email/SMS when the refund is processed from our side.
• Post-Shipment Returns (Order canceled by returning after delivery): If an order could not be canceled because it was already shipped, and you subsequently return the product (as per our Return & Refund Policy), the refund will be processed after the returned item is received and passes the required quality inspection at our warehouse. Once the return is approved, we typically initiate the refund within 24-48 business hours of approval. The refund will be for the product price paid (minus any applicable discounts or vouchers, as described below) and, where applicable, will include any taxes or shipping charges you paid on that item. As mandated by the E-Commerce Rules, all refunds are processed back to the same payment method that was used for the purchase . For example, if you paid using a credit card, the refund will be credited to that credit card; if you paid via UPI, the refund goes to the same bank account/UPI ID; if by wallet, back to the wallet account; and so forth. In case of Cash on Delivery (COD) orders, since no electronic payment was originally made, we will refund you via an alternative method – usually by bank transfer (NEFT/IMPS) to your designated bank account or by issuing a cheque, as per your convenience. Our customer support will reach out to gather the necessary bank details for COD refunds. We strive to complete COD order refunds within 7 business days of receiving the required information from you.
• Refund Confirmation: In all cases, you will receive a notification (email and/or SMS) confirming that your refund has been processed. The notification will include the amount refunded and the reference details. If you have not received a refund within the expected timeframe, please first check with your bank or payment provider, as processing times can vary. If there is still an issue, you can contact our customer support for assistance.

4.2 ROZ Health complies with the Reserve Bank of India (RBI) guidelines and relevant laws regarding refund processing. As per the Consumer Protection E-Commerce Rules, we ensure that refund requests are honored within a reasonable period and within the maximum timelines prescribed by law (currently, the rules stipulate refunds should not take more than 14-15 days for processing in most cases , and we endeavor to
be much faster). Our internal target of 24-48 hours for initiating refunds of canceled orders is part of our commitment to excellent customer service.

5. Effect on Promotions, Vouchers, and Loyalty Points:

5.1 When an order is canceled (either by you or by us), any promotional credits applied to that order will be handled as follows: 

• Discount Coupons/Vouchers: If you used a promotional coupon code, gift voucher, or discount voucher on the order, that coupon/voucher is considered redeemed with that order. Upon cancellation, the voucher cannot be reissued or reused. Such vouchers are generally for one-time use only, and the benefit is deemed exhausted once an order is placed. For example, if you applied a ₹500 off coupon on the order, that coupon will not be valid for use again, even though the order was canceled. This policy ensures fair use of promotions and is standard across e-commerce platforms. (Note: In exceptional cases where the cancellation is due to an error on our side, we may, at our discretion, provide an equivalent coupon or credit as a gesture of goodwill. However, this is not guaranteed and is handled case by case.)
• Loyalty Points/Store Credit: If you redeemed any ROZ Health loyalty points or store credit towards the purchase, those points/credits will be credited back to your account in the event of cancellation. We do not intend for customers to lose their earned loyalty benefits due to a cancellation. Once the cancellation is processed, the used points will typically reappear in your loyalty balance within 1-2 business days. If the order was partially paid by loyalty points and the rest by another payment method, the paid amount will be refunded to the original payment method and the points will be returned to your account accordingly.
• Referral Credits or Special Promotions: Any referral bonuses or promotional credits applied will follow the terms of their issuance. If those terms treat a cancellation as a forfeiture event, the credit may be withdrawn. Otherwise, we will handle them in a fair manner consistent with how we treat vouchers (for example, a first-order discount used on a canceled order is usually not reinstated for another use unless explicitly stated).

5.2 We clearly communicate that promotional discounts are not encashable and are only valid per their original terms. Cancellation of an order effectively voids the promotional transaction, hence the promotion’s benefit does not carry forward. This approach aligns with common e-commerce practices to prevent abuse of coupons and points. Rest assured, any amount actually paid by you out-of-pocket will be duly refunded in full (except as may be adjusted for any express agreement or law).

6. Abuse of Cancellation Policy:

6.1 While we honor all genuine cancellation and refund requests in line with this policy, ROZ Health reserves the right to take action in cases of policy abuse. “Policy abuse” includes scenarios where a customer excessively or fraudulently exploits the cancellation option, causing loss to the company. Examples include, but are not limited to: repeatedly ordering items and canceling or returning most of them (especially after those items have been dispatched), attempting to use the product for a short-term need and then seeking return (item rental behavior), or using multiple accounts to circumvent limitations on promotions or cancellations.

6.2 If we identify a pattern of unusually high frequency cancellations or returns with minimal successful completions, or any fraudulent behavior, we may at our discretion:

• Limit or disable the option for that customer to place orders on Cash on Delivery (we might require prepaid orders only in the future).
• Require additional verification or confirmation before accepting orders from such customer.
• In extreme cases, refuse service or cancel orders outright if we reasonably believe the customer is not engaging in good faith transactions.

6.3 Any such action will be taken in compliance with applicable laws and after careful consideration. We will inform the affected customer of the decision and the reasons to the extent permissible. Our aim is to protect our ability to serve all customers efficiently and keep our costs (and thus prices) low by preventing misuse. Honest customers will always find ROZ Health flexible and accommodating; this clause is only to deter and address malicious exploitation of lenient cancellation/return policies which ultimately impact service quality for everyone. We also confirm that we will not impose any unlawful punitive measures – our responses will remain within the bounds of customer rights under the Consumer Protection Act. Should a customer feel we have made a mistake, they are welcome to contact our Grievance Officer or customer care to discuss the issue further.

7. Governing Law and Jurisdiction:

This Cancellation Policy shall be governed by and construed in accordance with the laws of India. In particular, it operates in consonance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, which set out the rights of consumers and obligations of e-commerce entities in India. In the event of any dispute or claim arising from or relating to this policy or the cancellation of any order, the matter will be subject to the exclusive jurisdiction of the courts located in Ahmedabad, Gujarat, India. By choosing to shop with ROZ Health, you acknowledge and agree that any legal action will be brought in the appropriate court in Ahmedabad, and you consent to the jurisdiction of those courts. This jurisdiction clause is provided to give clarity on the venue for dispute resolution and does not affect your statutory rights to seek remedies under Indian consumer protection laws. We encourage amicable resolution through our customer support and grievance redressal mechanism before resorting to legal avenues.

8. Policy Updates and Amendments:

ROZ Health reserves the right to update or modify this Cancellation Policy at any time as business needs or legal requirements evolve. Any changes to the policy will be effective once posted on our website under the “Cancellation Policy” section. We will reflect the “Last Updated” date at the top of the policy page for clarity. It is advisable for customers to review this policy periodically to stay informed of any changes. In case of significant changes that materially affect your rights or obligations, we may provide additional notice (such as an email notification or a notice on our homepage). However, it remains your responsibility to read and understand the policy before making a purchase. Your continued use of our website and services after any modification to the Cancellation Policy constitutes your acceptance of such changes. If you do not agree with the terms of the updated policy, you should refrain from making new purchases until any concerns are resolved. This policy is an integral part
of the Terms and Conditions of use of the ROZ Health website, and is not meant to override any terms but to supplement them specific to order cancellations.

9. Contact Information:

9.1 For any queries, clarifications, or disputes regarding cancellations or refunds, you can reach out to us using the contact information below:

• Customer Support: +91-9313595923
• Email: hello@rozhealth.in
• Working Hours: 9:00 AM to 6:00 PM, Monday to Saturday (excluding public holidays).
• If you have escalations or grievances that are not resolved by our routine customer support, you may request to speak to a manager or the Grievance Officer (as per the Consumer Protection Act, 2019) for further resolution. We are committed to addressing customer concerns promptly and fairly , and we view our cancellation and refund process as an important part of customer satisfaction.

This Cancellation Policy is effective as of the date of posting and supersedes any prior versions. It should be read in conjunction with our Return & Refund Policy and Terms of Service. By canceling an order, you confirm that you have read and understood this policy. For complete details on returns and other aspects

Last Updated: 04 July 2025