Refund policy

AIVOSYS HealthTech Private Limited (CIN U86909TS2026PTC221168), P No. 901, F No. 302, Sy No. 11/11, SA Society, Khanamet, Madhapur, Shaikpet, Hyderabad - 500081, Telangana, India. RESPAN is a brand of AIVOSYS HealthTech Private Limited.

Please read before ordering. RESPAN skincare products are sealed cosmetics. For hygiene and product-safety reasons a returned cosmetic can never be resold. We do not accept returns or issue refunds for change of mind, incorrect selection, or any product whose seal has been opened. Please check the product, variant and quantity carefully before you order. We are happy to answer any question before you buy at support@respan.in.

When we will always put it right. Nothing above limits your rights under the Consumer Protection Act, 2019. We will issue a free replacement or a full refund, at your choice, where the product you received was: (1) damaged in transit, with packaging crushed, wet, leaking, or the tamper-evident seal broken on arrival; (2) the wrong item, not what your order confirmation says; (3) expired or short-dated, at or past its date of expiry on the day it reached you; or (4) defective through a genuine manufacturing fault in the product or its packaging.

How to raise a claim. Email support@respan.in within 7 days of delivery, quoting your order number, with photographs of the outer shipping package, the product and its seal, and the batch number and date of expiry printed on the pack. We acknowledge within 48 hours. If the claim is approved we will tell you whether to return the item or dispose of it, and we bear the return shipping cost. Please do not book a courier yourself without our written confirmation, as unapproved shipments cannot be reimbursed.

Refunds. Approved refunds are issued to the original payment method within 7-10 business days of us receiving the item, or of us confirming that no return is needed. Your bank or card issuer may take a few further working days to show the credit. We do not issue cash refunds.

Cancellations. You may cancel an order at no cost before it is dispatched. Email support@respan.in with your order number. Once a shipment has been handed to the courier it cannot be cancelled, and the terms above apply instead.

Grievance redressal. If you are not satisfied with how a claim has been handled, you may escalate to our Grievance Officer via the Contact Us page. We acknowledge every grievance within 48 hours of receipt and resolve it within one month, as required by the Consumer Protection (E-Commerce) Rules, 2020.