Refund, Return and Cancellation Policy

REFUND, RETURN AND CANCELLATION POLICY - VIRGO UAP PHARMA PVT. LTD.

Last updated: 01/10/2026

 

Product Accuracy and Quality Checks

We try to make our product listings as accurate and detailed as possible. All orders go through quality checks before dispatch so that they reach you in good condition.

Our products are Ayurvedic, nutraceutical and supplement products meant to be taken by mouth or applied on the body. We do not offer exchanges. For your safety and hygiene, we also cannot take back products once they are delivered, except in the cases listed below.

 

Returns, Replacements and Refunds

When we will help

We will replace your product or refund you if:

  • The product arrived damaged, leaking or tampered with;
  • You received the wrong product or a missing item;
  • The product is defective or expired at the time of delivery.

When we cannot accept a return or refund

  • Change of mind, or ordering the wrong product by mistake.
  • Products that are opened, used or partly used (unless they are defective or expired when delivered).
  • Natural differences between batches, such as slight changes in colour, smell, taste or texture. These are normal for Ayurvedic and herbal products.
  • Not getting the result you expected. Every person responds differently, and our products do not replace advice from your doctor.
  • Damage caused after delivery, such as wrong storage or misuse.

Products bought on sale or with a discount code are covered in the same way. They are eligible if they arrive damaged, wrong or defective, and are not eligible for change-of-mind returns.

 

How to raise a request

  1. Contact us within 48 hours of delivery by email at contact@virgouap.com, or call +91 9727563259. Please give your order number.
  2. Send clear photos or a short video of the product, the outer parcel and the shipping label. For a damaged or wrong item, an unboxing video helps us a lot. For a defective or expired product, please also show the batch number and expiry date on the pack.
  3. Our team will check your request and reply within 24–48 hours.
  4. If approved, we will arrange a free reverse pickup or tell you how to return the product. Please keep the product and its original packaging safe until it is collected. If you are asked to send it yourself, we will reimburse reasonable courier cost on approval.
  5. After we receive and check the product, we will send a replacement (subject to stock) or give a refund. If a replacement is not available, we will refund you.

We may ask for more proof in some cases. We may decline a request if the details do not match our records or the product does not meet this policy. We will tell you the reason.


Refunds

  • Prepaid orders: Refunded to the original payment method within 7–10 working days after your request is approved. Your bank may take a few extra days to show it.
  • Cash on Delivery (COD) orders: Refunded by bank transfer. We will ask for your bank details by email or through a secure link. We will never ask for your card PIN, CVV or OTP.
  • Partial advance payment: If you paid part of your order online and the rest on delivery, the advance is part of the product price. If we cancel the order, or your return or refund request is approved, the advance is refunded to the original payment method within 7–10 working days.
  • We refund the amount you actually paid for the product. If a discount code or prepaid offer was used, the refund is the discounted amount.
  • COD fee: If charged, it is refunded only when we cancel the order or the problem is our mistake.
  • Shipping charges are refunded only when the problem is our mistake (damaged, wrong, defective or expired product).
  • If a parcel comes back to us because of a wrong or incomplete address, or because delivery was refused or not accepted, we will refund the product amount after deducting shipping and COD handling charges.

Cash on Delivery and Checkout Checks

Our checkout is supported by a third-party partner that helps verify orders and prevent fake or undeliverable orders. Because of this:

  • COD may not be available for every order, pincode or phone number.
  • We may ask you to verify your mobile number by OTP, confirm your order by phone, SMS or WhatsApp, pay a COD fee, pay part of the amount online (partial advance), or pay fully online.
  • Repeated refused or unaccepted COD orders may lead to COD being switched off for your phone number or address. You can still order with online payment.

If you think a decision about your order was wrong, write to contact@virgouap.com and we will review it. For how we handle your information, please read our Privacy Policy.


Cancellation Policy

Customer cancellations

  • You can cancel an order before it is dispatched, for both prepaid and COD orders. Email contact@virgouap.com or call +91 9727563259 with your order number as soon as possible.  Requests within 24 hours of placing the order are usually accepted.
  • Once an order has been dispatched, it cannot be cancelled. The return rules above will apply.
  • We do not charge a cancellation fee. For prepaid orders cancelled before dispatch, the full amount is refunded to the original payment method within 7–10 working days.

 Virgo UAP cancellations

We may cancel an order if:

  • The product is out of stock;
  • A product listing, price or details were wrong;
  • We suspect a fraudulent or unsafe transaction;
  • The order could not be verified (for example, the OTP or COD confirmation by call, SMS or WhatsApp was not completed), or a delivery or fraud-risk check failed;
  • We cannot deliver to your address.

We will tell you by email, phone or message. If the product is out of stock, you can choose to (a) cancel the order, (b) keep the order and remove only the out-of-stock item, or (c) accept an alternative we offer. For any prepaid amount or advance on a cancelled order, we will refund the full amount to the original payment method within 7–10 working days.


Customer Service and Grievances

We want to solve your concern quickly. Write to us at contact@virgouap.com. We usually reply within 24–48 hours. If your query needs more checking, we will keep you updated. Please send one email per issue, because repeated emails can slow down our reply.

We may contact you by phone, SMS or WhatsApp to confirm your order or address. We and our staff will never ask you for your card PIN, CVV or passwords. Please share an OTP only on our checkout page, and not with anyone who contacts you by phone or message.

If you are not satisfied, contact us at contact@virgouap.com

We will acknowledge your complaint within 48 hours and work to resolve it within one month.

We would also love to hear your feedback on the products you bought.