Caduceus Marketing Private Limited (the “Company”) sells its products through its website, direct sellers and/or authorised distribution channels. The Company is committed to offering quality and standard products to consumers.

If a consumer is unsatisfied with a product, receives a product that is defective or damaged, or receives a product different from the one ordered, the consumer may request return, exchange/replacement or refund in accordance with this Policy.

This Policy applies to consumers who place orders through the Company website, www.mycaduceus.com, or purchase products through authorised channels of the Company, subject to the applicable terms of sale.

Eligible return, exchange or refund requests should ordinarily be raised within 30 days from the date of delivery, subject to the conditions and exclusions stated below.

For damaged or defective products, the shorter reporting timelines stated in the Exchange/Replacement section should also be followed.

The returned product will be inspected after receipt. The following conditions should be satisfied:

• The product must be unused and in its original condition.
• Original tags, labels and packaging should be intact.
• The product must have no visible signs of use, misuse or alteration.
• The consumer should notify the Company as soon as reasonably possible and within the applicable period.
• The consumer should not accept an open/tampered package at delivery; where possible, the issue should be recorded with the delivery partner.
• The returned package should include items supplied with the order, including invoice, labels, packaging, accessories, freebies and other applicable documentation.

A return or exchange may be rejected where:

• Items supplied with the order are missing.
• The product has been damaged through misuse, negligence or improper handling.
• The product has been used, altered, installed or modified where applicable.
• Serial numbers, seals or identifying parts have been tampered with or removed.
• The consumer accepted an open/tampered delivery without recording the issue, where such acceptance prevents verification.
• The product is non-returnable due to applicable health, hygiene or legal restrictions.
• The request is made outside the applicable time period.

1. Contact the Company through the customer-support/return channel on www.mycaduceus.com, providing the order number, original invoice/proof of purchase, reason for return, and photographs/video where relevant.
2. The Company may acknowledge the request and confirm whether it is eligible. Consumers should not dispatch a product before receiving return instructions or approval.
3. After approval, the product should be securely packed and sent to the return address communicated by the Company.
4. After the returned product is received, the Company will conduct a quality/eligibility check. For an approved return, replacement or refund will ordinarily be processed within 7–10 working days after receipt and verification, subject to payment-provider and banking timelines. If the return is not approved, the Company may send the product back to the consumer.

Unless otherwise communicated by the Company or required under applicable law, return shipping may be borne by the consumer.

Where the product is confirmed to have been delivered defective, damaged, or different from the ordered product due to Company/courier error, the Company may arrange or reimburse return logistics at its discretion, subject to verification.

At the time of delivery

If the outer package is visibly damaged or tampered with at delivery, the consumer is advised not to accept the package where possible and to record the issue on the courier/delivery receipt. Notify the Company promptly. After verification and receipt of the affected package, the Company may dispatch a replacement or process an eligible refund.

After delivery

If internal damage or a defect is discovered after delivery, the consumer should report it promptly, preferably within 24 hours of delivery, with the order details, invoice, photographs and an unboxing video where available. The Company will assess the claim and, if approved, arrange replacement subject to stock availability and applicable terms.

If a product is defective, damaged, or different from the product ordered, the consumer may request an exchange/replacement within the applicable reporting period. The Company may require photographs, an unboxing video, invoice and other reasonable evidence to verify the issue.

For eligible prepaid orders, approved refunds will ordinarily be made to the original payment source. Where payment was made through an authorised offline/distribution channel, the Company may require verified bank/KYC details before processing the refund. Refund timing may vary depending on the payment method and banking/payment gateway processing.

1. Except where expressly provided by this Policy or required by applicable law, refunds are not guaranteed for every return request.
2. The product should ordinarily be returned unused and with original packaging within 30 days of delivery.
3. Defective, damaged or incorrect products should be reported promptly and within the applicable reporting period.
4. The Company may request reasonable troubleshooting, photographs, videos or other information to verify a complaint.
5. If replacement is not possible, the Company may issue an eligible refund.
6. If a product is shown as delivered but has not been received, the consumer should report the issue promptly so the Company can investigate with the delivery partner.
7. Refunds, where approved, will ordinarily be processed after receipt/verification of the returned product, subject to applicable law and payment-provider timelines.
8. The Company may refuse a return where the stated eligibility conditions are not met, subject always to the consumer's rights under applicable law.