Cancellation and Replacement Policy

M/s. Hallmark International, a partnership firm organized under the laws of India, having its principal place of business at A-401, Lotus Aura-2, Sama Savli Road, Vadodara – 390024, Gujarat, India (hereinafter referred to as the "Company"), is the owner and operator of the website https://www.curowise.com/ and its associated mobile and tablet applications (collectively, the "Platform"). The Company is inter alia engaged in the business of formulating, marketing, and selling nutraceutical products and dietary supplements (collectively the "Products") to the users of the Platform ("Users").

CANCELLATION POLICY

A User is permitted to fully or partially cancel orders only prior to the dispatch of the Products from the Company's facility or fulfilment center.

Once an order is placed, the User will receive an Order ID via email and/or SMS from the Company. The User will also receive a unique tracking identity number after the Product has been handed over to the Company's Logistics Partner.

If the User decides to cancel the Order, the User must reference his/her Order ID to request a cancellation.

Cancellation Procedure: User can raise a request for cancellation through the following channels:

Directly from the Platform; or
By calling the Company's Customer Care number at ___________________; or
By sending an email to info@curowise.com.

An order shall be deemed "Cancelled" only upon the User receiving a formal cancellation confirmation via email and/or SMS from the Company. If the User does not receive this confirmation, they are advised to resubmit the request to ensure the Order is not dispatched.

Refunds in the event of valid Cancellation: In the event of a valid cancellation, the Company shall initiate the refund within 15 (fifteen) business days from the date the cancellation request was confirmed. The refund will be credited to the User's original source of payment. The time taken for the amount to reflect in the User's account is subject to the individual policies of the User's bank or payment financial institution.

REPLACEMENT AND RETURN POLICY

Due to the nature of nutraceuticals and dietary supplements, the Company does not accept returns or offer replacements once the Product is delivered, except in the specific instances of manufacturing defects or shipping errors outlined below.

ELIGIBILITY FOR REPLACEMENT

A User may request a replacement only in the following circumstances:

Damaged/Defective on Arrival: The Product packaging (bottle/container) is physically damaged or leaked upon delivery; or the outer safety seal of the bottle is missing or visibly tampered with at the time of delivery.
Wrong Product: The Product delivered is different from the Product ordered.
Expired Product: The Product delivered has passed its "Expiry Date" or "Best Before" date at the time of delivery.

REPLACEMENT PROCEDURE

The User must inspect the Product immediately upon delivery.

To initiate a replacement, the User must request for replacement of Product within forty-eight (48) hours of delivery with clear photographs of the damaged/wrong product.

Users can raise a request for replacement through the following channels:

Directly from the Platform; or
By calling the Company's Customer Care number at ___________________; or
By sending an email to info@curowise.com.

NON-REPLACEABLE ITEMS

No replacement or return shall be entertained if:

The product safety seal is broken or the packaging is opened (unless for damaged/expired reasons);
The request is raised after the stipulated forty-eight (48) hour window from delivery;
The product is damaged due to improper storage by the User (e.g., exposure to heat or moisture contrary to the "Storage Conditions" on the label).

BUNDLED PACKAGES

If a Product was purchased as part of a "Bundled Package" or promotional offer, all items within that bundle must be returned/accounted for to process a replacement or refund, unless otherwise agreed by the Company.

FULFILMENT OF REPLACEMENT

Upon the Company's preliminary approval of a replacement request, the Company shall arrange for a logistics partner to pick up the damaged or incorrect Product from the User's delivery address.

At the time of pickup, the logistics partner shall conduct a physical inspection to verify the nature of the damage, ensure the safety seal is intact (where applicable), and confirm that the Product matches the details provided in the replacement request. The logistics partner reserves the right to refuse collection if the Product does not meet these criteria or is found to be tampered with.

Upon successful collection and receipt of the Product at the Company's facility, the Company shall dispatch the replaced Product within a reasonable timeframe. The User shall be notified of the new dispatch and will be able to track the status of the replacement order directly through the Platform.

The estimated time for delivery of the replaced Product shall depend on the User's geographical location and shall be subject to force majeure conditions, including but not limited to war, natural disasters, strikes, or logistical disruptions beyond the Company's reasonable control.