Shipping & Refund Policy

1. Shipping & Refund Policy Overview

Welcome to IMDI Health Care (accessible at https://imdihealthcare.com/). This Shipping & Refund Policy sets forth the complete contractual, commercial, and operational guidelines governing order placement, payment verification, 24-hour cancellation grace windows, customized supplement manufacturing processes, partial refund allocations, express courier dispatch, delivery transit, customer responsibilities, and complaint resolution procedures. Please review this document carefully prior to finalizing your transaction on our online store. By submitting an order or completing digital checkout on our website, you acknowledge that you have read, understood, and agreed to be bound by the terms, conditions, disclaimers, and operational timelines outlined herein.

Our commitment at IMDI Health Care is to maintain absolute transparency regarding how customer orders are received, verified, processed, prepared, packaged, dispatched, and supported. Whether you are ordering our pure Himalayan Shilajit Gold resin, Ashwagandha KSM-66 stress relief capsules, Weight Control botanical formulations, or Organic Plant Protein powders, this policy defines your exact rights and responsibilities during every phase of your purchasing journey.

2. Business Model & Customized Product Philosophy

IMDI Health Care formulates, packages, and distributes premium organic dietary supplements, Himalayan Shilajit resin extracts, Ashwagandha KSM-66 formulations, botanical weight control capsules, and plant-based protein powders. Unlike mass-manufactured, off-the-shelf commercial products that sit on third-party warehouse shelves for months, IMDI Health Care utilizes a fresh, customized order fulfillment model. Products are prepared specifically to fulfill customer-provided wellness specifications, health goals, and order requirements collected during ordering. This operational commitment ensures maximum botanical potency, purity, and product freshness for every customer.

During the ordering process, our platform collects relevant customer-provided wellness and health information so that our product preparation team can follow your specific requirements. Because raw botanical ingredients, organic extracts, packaging components, laboratory testing resources, and technician preparation time are committed specifically for each customer order, our cancellation and refund policy is designed to balance customer flexibility with the non-recoverable resource commitments inherent in customized supplement formulation.

3. How Our Customized Order Process Works

To provide full operational transparency, every order placed on imdihealthcare.com follows a structured 5-stage fulfillment lifecycle:

1. Order Submission & Information Collection: You select your dietary supplements, provide shipping details, submit required wellness/order information, and authorize payment through our secure checkout system.
2. Payment Verification: Our systems verify payment clearance through credit/debit card gateways (Razorpay, PayPal), UPI, Net Banking, or manual verification channels (USDT/Bank Wire). Customized product allocation begins only after successful payment verification.
3. 24-Hour Grace Cancellation Window: Once payment is confirmed, a 24-hour cancellation period begins during which you may request an unpenalized 100% full refund before customized preparation starts.
4. Customized Preparation & Manufacturing: Following the 24-hour grace period, raw botanical ingredients, organic extracts, specialized packaging, and laboratory technician time are allocated and committed specifically for your individual order.
5. Quality Control, Packaging & Courier Dispatch: Finished products undergo quality inspection, tamper-evident sealing, and immediate dispatch via express courier with real-time tracking provided directly to your registered email address.

Each phase of this lifecycle is designed to protect product freshness and ensure that your supplements are prepared under strict quality control standards. Understanding these stages allows you to manage your order timing effectively.

4. 24-Hour Cancellation Window

The 24-hour cancellation window begins at the exact timestamp when your payment is successfully verified and confirmed by IMDI Health Care, not when you initially add items to your shopping cart or begin checkout. If you decide to cancel your order within this 24-hour grace period, simply contact our support team at support@imdihealthcare.com with your order number. Upon receiving your timely request before preparation has started, we will cancel the order and initiate a 100% refund.

5. Cancellation Before Manufacturing Begins

When a cancellation request is received and verified within the 24-hour window before raw material allocation or custom manufacturing has commenced, IMDI Health Care will process a complete 100% refund of the total order amount. The refunded amount will be credited back to your original payment method (such as your original credit card, debit card, UPI ID, net banking account, or PayPal balance). The actual time required for refunded funds to reflect in your account balance depends upon standard payment gateway and issuing bank processing cycles.

6. Cancellation After Manufacturing/Preparation Starts

Once the initial 24-hour grace window has elapsed, your order transitions into active customized preparation and manufacturing. At this stage, specialized raw botanical ingredients (such as purified Himalayan Shilajit resin, concentrated Ashwagandha extract, or organic plant protein blends), custom containers, tamper-evident seals, and dedicated technician preparation time are committed specifically for your individual order specifications.

Because products are formulated based on customer-provided wellness specifications, once raw materials are blended, sanitized, and encapsulated, they cannot be returned to raw storage or reused for other customer formulations due to strict health and safety compliance rules.

7. 50% Refund After Customized Preparation Begins

If a customer submits an order cancellation request after the 24-hour grace period has expired and customized preparation has already begun, the order is eligible for a 50% partial refund of the purchase price. The remaining 50% of the order total is retained by IMDI Health Care to cover dedicated, non-recoverable operational costs, including:

• Committed organic botanical raw materials and specialized extracts allocated exclusively for your order formulation.
• Custom blending, purification, laboratory testing, and technician preparation labor executed by our production team.
• Specialized packaging containers, tamper-evident seals, and handling resources that cannot be salvaged, sanitized, or reused for other customers.
• Administrative overhead and order processing costs incurred during the customized manufacturing workflow.

This partial retention reflects the physical costs incurred during customized product preparation while still returning half of the order value to the customer.

8. Cancellation After Dispatch

Once your order has been packaged, assigned a unique courier tracking number, and handed over to our logistics partner for transport, standard customer-requested cancellations are strictly no longer permitted. At the point of dispatch, the order amount becomes non-refundable under standard cancellation rules because third-party courier shipping and handling fees have already been incurred, transit manifests have been generated, and customized organic wellness products prepared specifically for an individual cannot be returned to inventory or resold to another customer.

9. When a Refund May Still Be Available After Dispatch

Although standard mind-change cancellations are not accepted after courier dispatch, IMDI Health Care maintains robust customer protection policies for genuine delivery defects, courier losses, or fulfillment errors attributable to our store. You may request a complete case review for replacement or refund under the specific qualifying delivery circumstances outlined below:

Our priority is ensuring that every customer receives their ordered products in perfect condition. When unexpected transit or fulfillment issues arise, our support team evaluates claims quickly to ensure fair resolutions.

10. Wrong Product / Missing Product / Empty Package

In the unlikely event that your delivery package arrives containing an incorrect product variant, missing items, or an empty container due to a fulfillment error, IMDI Health Care will immediately investigate and resolve the issue. To qualify for resolution, you must report the claim to support@imdihealthcare.com within 48 hours of delivery and provide clear verification evidence:

• Your official Order Number and registered contact details.
• Clear photographs showing the outer shipping box, the courier shipping label, and the received product contents.
• An unboxing video (where available) depicting the original sealed parcel being opened for the first time.
• A detailed description of the missing or incorrect items.

Following verification of a fulfillment discrepancy or packing error attributable to IMDI Health Care, we will promptly dispatch a correct replacement product at zero additional cost or issue an appropriate refund.

11. Damaged or Tampered Package

If your shipment arrives visibly damaged, crushed, leaking, or with broken safety seals due to courier handling in transit, please document the physical condition immediately before opening the package fully. Take clear photographs and video footage of the damaged outer shipping box, courier label, and affected product containers. Submit your claim to our support team within 48 hours of delivery. Verified transit damage claims will be resolved quickly with a free product replacement or full refund.

12. Customer Responsibilities

To ensure smooth delivery and maintain eligibility for policy coverage, customers are responsible for fulfilling the following basic requirements:

• Providing a complete, accurate shipping address, correct postal/zip code, active telephone number, and valid email address at checkout.
• Reviewing order item details, product variants, and quantities carefully prior to completing payment authorization.
• Supplying accurate wellness/order information requested during the customized product preparation process.
• Inspecting outer shipping containers upon delivery and documenting any visible exterior damage prior to opening.
• Retaining order confirmation emails, payment transaction receipts, and courier tracking numbers until your order is fully delivered and inspected.
• Cooperating with support representatives by providing requested photographs or video evidence when reporting delivery issues.

13. Shipping & Delivery Information

IMDI Health Care partners with premier domestic and international courier services (including FedEx, DHL, Blue Dart, and India Post) to ensure fast, safe delivery. Key shipping guidelines include:

• Free Express Shipping Thresholds: Domestic India orders over ₹1,999 and international orders over $50 USD qualify for Free Express Delivery.
• Domestic India Shipping: Orders are typically delivered within 2 to 4 business days following custom preparation and dispatch.
• International Shipping: Transit times average 5 to 7 business days following dispatch, depending on destination country customs clearance.
• Customs & Import Duties: International customers are responsible for paying any local customs duties or import taxes imposed by their country's customs authority.
• Real-Time Tracking: Automated shipping notification emails containing tracking numbers are dispatched upon courier handover. You can track your shipment anytime at https://imdihealthcare.com/track-order.

14. Refund Request Process

To request an order cancellation, 50% manufacturing refund, or delivery defect review, please follow our simple step-by-step submission process:

1. Send an email to our support team at support@imdihealthcare.com or submit a ticket through our Contact Page.
2. Include your official Order Number (e.g., IMDI-10045) and registered contact email address.
3. State your specific request reason (such as 24-hour grace cancellation, custom manufacturing cancellation, or delivery damage).
4. Attach clear supporting photographic or video evidence where required (for damaged, missing, or wrong items).
5. Our customer support team will evaluate your submission, verify tracking data, and issue an official resolution within 24 to 48 business hours.

15. Refund Processing and Payment Method

Approved refunds are credited directly back to the original payment source utilized during checkout:

• Credit/Debit Card & Net Banking Refunds: Processed via Razorpay directly to your card-issuing bank account within 5 to 7 business days.
• UPI Refunds: Credited back to your linked Virtual Payment Address (VPA) / UPI account within 24 to 48 hours.
• PayPal Refunds: Refunded directly to your PayPal account balance or linked card according to PayPal user guidelines.
• Manual Bank Wire / Crypto Refunds: Approved manual refunds are issued via direct bank wire or verified wallet transfer, minus applicable third-party transaction fees.

16. Non-Refundable Situations

Refunds or cancellations are generally unavailable under the following non-qualifying circumstances:

• Cancellation requested after courier dispatch without a verified delivery defect (damaged, lost, wrong, or empty package).
• Customer change-of-mind requested after customized manufacturing has commenced (eligible for 50% refund only).
• Non-delivery or shipping delays caused by incorrect or incomplete shipping address details provided by the customer.
• Delivery refusal at doorstep without prior written authorization from IMDI Health Care support or a verified shipping defect.
• Claims submitted without required photographic or video evidence where documentation is reasonably requested.
• Products opened, partially consumed, or altered after delivery, except where a manufacturing defect is verified.

17. Need Help? Contact IMDI Health Care Support

18. Detailed Policy FAQs

For quick answers to common shipping, cancellation, customized manufacturing, and refund questions, please refer to the interactive FAQ section below or reach out directly to our dedicated customer support desk at support@imdihealthcare.com.