Cancellations and Refunds Policy

Edena Health Care
Last Updated: 14 October 2026

This Cancellations and Refunds Policy explains the conditions under which orders placed on the Edena Health Care website may be cancelled, returned, or refunded. By placing an order on our website, you acknowledge this policy, subject to your rights under applicable Indian law.

1. Order Cancellations

Once an order has been placed on Edena Health Care, voluntary cancellation requests are not accepted.

Customers are advised to carefully review their selected products, quantities, delivery address, contact details, and payment information before confirming an order.

This policy does not exclude or restrict any cancellation, refund, or other rights that customers may have under applicable consumer protection laws. If cancellation is required by law or becomes necessary due to circumstances such as our inability to fulfil an order, we will handle the matter in accordance with applicable law.

2. Damaged, Defective, Incorrect, or Missing Products

If you receive a product that is damaged, defective, incorrect, or missing from your order, please contact Edena Health Care so that we can review the issue.

Depending on the circumstances and applicable law, we may offer an appropriate resolution, which may include:

• Replacement of the affected product;

• Refund of the amount paid for the affected product;

• Refund or other appropriate resolution for an affected order; or

• Another remedy required by applicable law.

Each reported issue will be reviewed based on the information available, the nature of the product, the condition in which it was received, and the applicable legal requirements. We may request supporting information, such as photographs of the product, packaging, shipping label, or invoice, to help us assess the claim.

Nothing in this policy limits a customer's statutory rights regarding defective, deficient, damaged, misdescribed, or incorrectly supplied products.

3. How to Report an Issue

To report a problem with an order, contact us using the details below:

• Email: contact@edenahealthcare.com

• Phone: 8259930598

Please provide your order number, the name of the affected product, a description of the issue, and any relevant photographs or supporting information.

We recommend contacting us as soon as reasonably possible after discovering the issue so that we can investigate it effectively. Any request will be considered in accordance with applicable law, and a delay in reporting will not automatically remove rights that cannot lawfully be restricted.

4. Return Conditions

Returns are not automatically available for every product or for a change of mind. Return requests will be assessed individually, taking into account the reason for the request, the product category, its condition, applicable product-safety requirements, and consumer protection laws.

Where a return is approved, we will provide the applicable return instructions. Customers should not send products back without first contacting us for instructions.

For health, wellness, personal-care, cosmetic, and similar products, product integrity, hygiene, safety seals, and storage conditions may be relevant to determining whether a return is appropriate. These considerations will not be used to deny any remedy that is required by applicable law.

5. Refund Eligibility and Approval

A refund may be considered where an order or product qualifies for a refund under this policy or applicable law.

Before approving a refund, we may review the order details, payment status, delivery information, and reported issue. Where necessary and legally permissible, we may request additional information or the return of the affected product.

If a refund is approved, we will inform you of the applicable refund method and any further steps required. Refunds will be limited to the amount appropriately refundable for the affected order or product, subject to applicable law.

6. Refund Method

The refund method will depend on the circumstances of the order, the original payment method, and the available payment arrangements.

Where practicable, refunds for prepaid orders will be processed through the original payment method. If that is not possible or appropriate, we may coordinate an alternative lawful refund method with the customer.

For Cash on Delivery (COD) orders, where a refund is approved, we may request the information reasonably necessary to arrange the refund through an appropriate payment method.

Customers must provide accurate information required to process a refund. Edena Health Care will not request passwords, PINs, or one-time passwords (OTPs) as a condition of issuing a refund.

7. Refund Processing Time

The applicable refund-processing timeframe will be communicated to the customer when the refund is approved or arranged. The time taken for the funds to appear in the customer's account may depend on the payment provider, bank, or other financial institution involved.

We will handle approved refunds in accordance with applicable law. Any processing or settlement delay attributable to a payment provider or financial institution may be outside our direct control.

8. Shipping and Return Costs

Responsibility for return-shipping costs, replacement-delivery costs, or other related charges will depend on the circumstances of the claim and applicable law.

Where a product was damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable law, the customer will not be deprived of that remedy merely because of a cost-related provision in this policy.

Any return or shipping instructions and applicable charges will be communicated to the customer as part of the resolution process.

9. Orders That Cannot Be Fulfilled

If Edena Health Care is unable to fulfil an order after accepting payment, we will notify the customer and arrange an appropriate resolution, including a refund where applicable.

If a payment has been collected for an order that cannot be supplied, the refund will be handled in accordance with applicable law and the circumstances of the transaction.

10. Important Health and Product Safety Information

Customers should follow the product label, directions for use, storage instructions, and relevant safety warnings for all products purchased from Edena Health Care.

Refund or return decisions are separate from medical advice. Customers should consult a qualified healthcare professional where appropriate, particularly if they have a medical condition, are pregnant or breastfeeding, take medication, or experience an adverse reaction to a product.

Nothing in this policy limits any rights or remedies available under applicable product-safety or consumer protection laws.

11. Changes to This Policy

Edena Health Care may update this policy from time to time to reflect changes in its business practices, products, payment arrangements, or applicable law. The revised policy will be published on this website with an updated revision date.

Changes will not remove rights that customers have already acquired or restrict mandatory legal protections.

12. Contact and Grievance Redressal

For cancellation-related queries, refund requests, return concerns, or complaints, please contact:

Edena Health Care
Email: contact@edenahealthcare.com
Phone: 8259930598
Registered Address: VB 27/C, Vaivakawn (NT), Tlangnuam, Aizawl, Mizoram – 796001, India.

Grievance Officer: Melina Lalruatfeli, Proprietor and Grievance Officer

Please include your order number and a clear description of your concern so that we can review it and respond appropriately.

This policy shall be read consistently with applicable laws of India, including applicable consumer protection and e-commerce requirements. Where any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement shall prevail.