Refund, Return & Cancellation Policy

Last Updated: 01 April 2026

This Refund, Return & Cancellation Policy ("Policy") governs purchases made through Raksham's website, Android application, iOS application, and related services (collectively referred to as the "Platform").

Raksham is owned, managed, and operated by Yellow Tree ("Organization").

By placing an order on Raksham, you agree to this Policy.

1. Overview

Raksham offers products and services including but not limited to:

Veterinary medicines
Prescription medicines
Pet food
Nutritional supplements
Pet accessories
Pet healthcare products
Pet hygiene products
Other pet-related products and services

Due to the nature of certain products, return, refund, and cancellation eligibility may vary by product category.

2. Order Cancellation

2.1 Cancellation Before Dispatch

Customers may request cancellation of an order before it has been dispatched. If the order has not been dispatched, the order may be cancelled and eligible refunds will be processed to the original payment method.

2.2 Cancellation After Dispatch

Once an order has been dispatched, cancellation requests may not be accepted. The order shall be governed by the applicable return eligibility criteria described in this Policy.

2.3 Cancellation by Raksham

Raksham reserves the right to cancel any order due to:

Product unavailability
Pricing errors
Prescription verification failure
Regulatory restrictions
Suspected fraudulent activity
Payment issues
Operational limitations

In such cases, eligible refunds shall be processed to the original payment method.

3. Return Eligibility

Returns are accepted only under circumstances specified in this Policy. To qualify for a return:

The product must be unused
The product must be in its original condition
The original packaging must be intact
The return request must be submitted within the applicable return window
Supporting evidence may be required

Raksham reserves the right to inspect returned products before approving refunds.

4. Non-Returnable Products

The following products are generally non-returnable:

Prescription medicines
Medicines requiring regulatory compliance
Opened medicines
Temperature-sensitive products
Perishable products
Opened pet food
Opened supplements
Personal-use hygiene products
Products damaged due to misuse

Exceptions apply where otherwise required under applicable law or where the product qualifies under Section 5 of this Policy.

5. Returns for Damaged, Defective, Incorrect, or Expired Products

Customers may request a replacement or refund if:

A damaged product is delivered
A defective product is delivered
An expired product is delivered
An incorrect product is delivered
The product received differs materially from the order placed

Return requests must be submitted within 48 hours of delivery.

Customers may be required to provide product photographs, packaging photographs, invoice copy, and order details. Raksham may investigate the claim before approving a refund or replacement.

6. Medicines and Healthcare Products

Due to health and safety regulations, medicines are generally non-returnable once delivered. Exceptions may be made only if:

Wrong medicine delivered
Expired medicine delivered
Damaged medicine delivered
Tampered packaging received
Product differs from the ordered item

Raksham reserves the right to verify claims before processing refunds or replacements.

7. Pet Food, Supplements, and Consumables

Pet food and consumable products may be eligible for return only if:

The product remains unopened
The packaging seal is intact
The product is unused
The return request is submitted within 7 days of delivery

Opened or partially consumed products are not eligible for return unless delivered damaged, defective, or expired.

8. Pet Accessories and Non-Consumable Products

Pet accessories and non-consumable products may be eligible for return if:

Unused
Undamaged
Original packaging retained
Return request submitted within 7 days of delivery

Raksham may refuse returns that do not meet these conditions.

9. Replacement Policy

Where appropriate, Raksham may provide a product replacement, store credit, or refund at its sole discretion based on product category, inventory availability, and claim verification.

10. Refund Processing

Once a refund request is approved, refunds will be initiated to the original payment method. Typical processing timelines:

UPI refunds: 3–7 business days
Debit/Credit Card refunds: 5–10 business days
Net Banking refunds: 5–10 business days
Wallet refunds: As per provider timelines

Actual timelines may vary.

11. Failed Deliveries

If delivery cannot be completed due to customer-related reasons (incorrect address, incorrect contact details, customer unavailable, or repeated delivery failures), Raksham reserves the right to reattempt delivery where feasible, deduct logistics charges, or refuse refund requests where costs have already been incurred.

12. Refusal of Delivery

If a customer refuses delivery without a valid reason, shipping charges may be deducted, return logistics costs may be deducted, and refunds may be adjusted accordingly. This provision may not apply where the delivered product is defective, damaged, expired, or incorrect.

13. Promotional Products and Offers

Products purchased through promotional campaigns, discount offers, bundle offers, or clearance sales may be subject to special return and refund conditions disclosed at the time of purchase.

14. Subscription Services (Future Services)

If Raksham introduces subscription-based products or services in the future, specific cancellation and refund terms may apply. Such terms will be communicated separately.

15. Donations and Rescue Contributions

Where users voluntarily contribute funds toward animal rescue efforts, welfare initiatives, or charitable causes facilitated through Raksham, such contributions are generally non-refundable. Refunds may be considered only where required by law or where payment processing errors occur.

16. Fraud Prevention

Raksham reserves the right to reject return requests, reject refund requests, investigate suspicious claims, and suspend accounts involved in fraudulent activities where misuse of the return or refund process is suspected.

17. Force Majeure

Refund and return processing may be delayed due to circumstances beyond Raksham's reasonable control, including natural disasters, government restrictions, transportation disruptions, public emergencies, and technical outages.

18. Changes to This Policy

Raksham reserves the right to modify this Policy at any time. Updated versions will be published on the Platform with a revised "Last Updated" date. Continued use of the Platform following such updates constitutes acceptance of the revised Policy.

19. Contact Us

Organization: Yellow Tree
Platform: Raksham
Contact Person: Purnima Khera

E-203, Ground Floor, New Rajinder Nagar,
New Delhi – 110060

Business Hours: 09:00 AM to 6:00 PM IST

Phone: +91 9717422477 | +91 9818187867

Email: support@raksham.co

Website: www.raksham.co