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Replacement, Return & Refund Policy

At Vaya Leaf, we strive to maintain the highest quality standards across our entire supply chain to deliver pure, single-origin botanicals directly from nature to your home. Our policies are crafted with your satisfaction in mind to ensure a seamless experience.

Note: This policy applies exclusively to purchases made through our official website ( www.vayaleaf.com) and does not apply to offline purchases or third-party platforms.

For any exchange, return, or refund request, please reach out to us within 24 hours of delivery:

Email: care@vayaleaf.com

1. Replacement Policy

Replacements are considered strictly under the following conditions when reported within 24 hours of delivery:

  • In-Transit Damage: Physical damage or breakage occurring during transit.
  • Low Shelf Life: Products delivered with less than 30% of their total shelf life remaining.
  • Quality Concerns: Product quality issues verified and confirmed by our internal quality control team.

Important Terms for Replacement:

  • The physical item must be returned to us to initiate a replacement.
  • Used products are strictly non-replaceable.
  • Expired products are not eligible for replacement.

2. Return Policy

  • Non-Returnable Basis: All Vaya Leaf products are delivered on a non-returnable basis to maintain safety and hygiene.
  • Exceptions: Returns are accepted only if you receive an incorrect, damaged, or expired product.

3. Refund Policy

Refunds are permitted only in the following scenarios:

  • Verified quality issues with the delivered product.
  • Order cancellation initiated directly by Vaya Leaf.

Refund Options:

  • Store Credit / E-Voucher: Redeemable on your next purchase.
  • Bank Transfer: Processed back to your original payment method within 7–8 business days following quality inspection approval upon return arrival.

Refund Conditions:

  • Refunds will only be transferred to a bank account matching the customer’s account name (no third-party accounts).
  • Cash refunds are not available for Cash-on-Delivery (COD) orders.
  • Physical receipt of the returned product at our facility is required before initiating any refund. We are not liable for packages lost during self-shipment.

4. Order Cancellation

  • Cancellation Window: Orders can be canceled within 2 hours of placing the order.
  • Support Hours: Cancellation requests are processed Monday through Friday, between 9:30 AM and 6:00 PM IST.
  • Fulfillment Exception: Orders that have already been packaged and shipped cannot be canceled.
  • To request a cancellation within the 2-hour window, email care@vayaleaf.com.

5. Unboxing Video Guidelines for Claims

To help our team verify and resolve your claim quickly, please record a continuous unboxing video upon receiving your parcel:

  • Record a single, uncut and unedited video showing the unboxing process from start to finish.
  • Ensure the shipping label and tracking barcode on the outer box are clearly visible.
  • Providing an unboxing video allows us to resolve issues regarding transit damage, incorrect products, or missing items efficiently.