This Cancellation, Refund & Payment Dispute Policy applies to orders placed through satyogawellness.com and is operated by SATYOGA Wellness Private Limited, trading as SATYOGA Wellness™.
We aim to process and dispatch orders efficiently. Because domestic and international shipments involve courier charges, payment-processing costs, customs procedures and other logistics expenses, customers are requested to review this policy carefully before placing or cancelling an order.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
1. Cancellation Before Dispatch
Customers may request cancellation of an order before it has been dispatched.
To request cancellation, please contact SATYOGA Wellness™ Customer Support as soon as possible and provide:
- Order number
- Customer name
- Registered email address or mobile number
- Reason for cancellation
A cancellation request is not confirmed until SATYOGA Wellness™ acknowledges and approves it.
If the order has not yet been packed, processed or handed over to the courier, we will generally cancel the order and initiate the applicable refund.
2. Orders Already Processed for Dispatch
Once an order has entered final packing, shipping-label generation, export documentation, courier manifesting or dispatch processing, cancellation may no longer be possible.
If logistics or payment-processing expenses have already been incurred, any applicable refund may be reduced by unrecoverable charges to the extent permitted by law.
3. Domestic Orders After Dispatch
Once a domestic order has been handed over to the courier, it normally cannot be treated as a simple pre-dispatch cancellation.
If the customer no longer wants the product after dispatch, the order will normally be handled under our:
Return, Exchange & Refund Policy
The customer should either:
- Accept delivery and request an eligible return; or
- Follow any return-to-origin procedure specifically approved by SATYOGA Wellness™.
Customers should not refuse delivery without first contacting us, because courier return-to-origin charges may apply.
Where refusal or return is caused by a customer change of mind rather than a SATYOGA Wellness™ error, the customer may be responsible for:
- Forward shipping charges
- Return-to-origin freight
- Re-shipping charges
- COD handling charges
- Other unrecoverable logistics expenses
subject to applicable law.
4. International Orders Before Dispatch
International orders may be cancelled before shipment, provided:
- The shipment has not been handed over to the international courier;
- Export/customs processing has not advanced beyond a stage at which cancellation is impractical; and
- SATYOGA Wellness™ confirms the cancellation.
If international freight, documentation, export handling, payment-processing or other non-recoverable charges have already been incurred, those charges may be deducted from the refund where legally permitted.
5. International Orders After Shipment
International shipments generally cannot be cancelled once they have been dispatched.
Once an international order has entered the courier/export/customs network, SATYOGA Wellness™ may not have a practical mechanism to recall the shipment.
International customers must therefore review their:
- Product selection
- Quantity
- Delivery address
- Contact details
- Import restrictions
- Duties and tax obligations
before placing the order.
If a customer requests cancellation after international dispatch, SATYOGA Wellness™ will review whether the courier is able to intercept, recall or return the shipment.
We do not guarantee that recall will be possible.
6. International Shipment Refusal or Customs Non-Acceptance
A customer should not refuse an international shipment merely because:
- Customs duty is payable;
- Import tax is payable;
- Brokerage fees are payable;
- Clearance documentation is requested; or
- The customer has changed their mind.
If an international customer refuses delivery or fails to complete customs clearance, the shipment may be:
- Held by customs;
- Returned by the courier;
- Stored at additional cost;
- Abandoned; or
- Disposed of in accordance with the destination country’s rules.
SATYOGA Wellness™ cannot guarantee that customs authorities or the courier will return a refused international shipment to India.
7. Refund Where an International Shipment Is Successfully Returned
If an international shipment is successfully returned to SATYOGA Wellness™ in acceptable condition after the customer has refused or cancelled it after dispatch, any approved refund may be calculated after deducting applicable unrecoverable expenses, including:
- Original international freight
- Return freight
- Customs charges
- Import/export handling
- Brokerage charges
- Courier surcharges
- Storage charges
- Customs-clearance expenses
- Remote-area surcharges
- Duties paid by SATYOGA Wellness™
- Re-routing or recall charges
The remaining eligible balance, if any, will then be considered for refund.
This applies only to the extent permitted by applicable law.
8. International Shipments That Cannot Be Returned
In certain countries, a refused, abandoned or uncleared shipment may not be returned by customs or the courier.
In such circumstances, SATYOGA Wellness™ may be unable to provide a refund where:
- The goods cannot be recovered;
- The goods have been destroyed or abandoned;
- Customs has confiscated the shipment;
- The customer has failed to complete required clearance; or
- The shipment cannot legally or practically be returned.
This does not apply where the goods were defective, incorrectly supplied or otherwise subject to mandatory consumer protections.
9. Customer-Initiated Returns After Delivery
If a customer receives an order and subsequently wishes to return it, the request will be governed by our Return, Exchange & Refund Policy.
The customer must not assume that filing a bank/payment dispute replaces the product-return process.
Where a return is approved, the customer may be required to:
- Obtain return authorization.
- Pack the product securely.
- Return the complete product with accessories and packaging.
- Provide tracking details.
- Allow SATYOGA Wellness™ to inspect the returned product.
For customer-requested international returns, return freight will generally be payable by the customer unless SATYOGA Wellness™ agrees otherwise or applicable law requires another arrangement.
10. Condition of Returned Products
A cancellation after delivery or approved return does not automatically mean that a full refund is payable.
Returned goods must be received in the condition required by our Return Policy.
Depending on the product, this generally means:
- Complete
- Undamaged
- Unused where applicable
- Unwashed
- Unaltered
- Free from contamination
- Properly packed
- Accompanied by accessories and components
If the customer damages the product after delivery, an appropriate deduction or refusal may apply where permitted by law.
11. Damaged, Defective or Incorrect Orders
This cancellation policy does not remove a customer’s rights where SATYOGA Wellness™ has supplied:
- A defective product
- A damaged product
- The wrong product
- A materially misdescribed product
- A shipment missing essential components
- Goods otherwise covered by mandatory consumer law
Such claims will be handled under our Return, Exchange & Refund Policy.
For international damage or wrong-product claims, customers may be required to provide:
- Photographs
- Videos
- Shipping-label images
- Outer packaging images
- Unboxing evidence where available
12. Payment Gateway Refunds
Refunds do not occur instantaneously at the moment SATYOGA Wellness™ approves a cancellation.
Payments may pass through:
- Payment gateways
- Acquiring banks
- Card networks
- Issuing banks
- UPI systems
- International payment processors
Once SATYOGA Wellness™ initiates an approved refund, the customer’s bank or payment provider may require additional processing time before the funds appear.
13. Payment Processing Charges
SATYOGA Wellness™ incurs costs associated with processing online transactions.
Depending on the payment method and payment processor, these can include:
- Payment-gateway charges
- Merchant fees
- International payment-processing charges
- Currency-conversion charges
- Taxes/GST on payment services
- Chargeback/dispute fees
We will not automatically deduct such fees where doing so would conflict with mandatory consumer law.
However, where a customer requests a discretionary cancellation or return for reasons not attributable to SATYOGA Wellness™, irrecoverable transaction or logistics costs may be taken into account where permitted and clearly disclosed.
14. Chargebacks and Payment Disputes
A chargeback is a payment dispute initiated through a bank, card issuer, card network, payment gateway or payment provider.
Customers are strongly encouraged to contact SATYOGA Wellness™ first before initiating a chargeback for an ordinary cancellation, return or refund request.
This allows us to:
- Verify the order;
- Check shipment status;
- Trace delivery;
- Review photographs/videos;
- Arrange eligible returns;
- Approve a refund where appropriate; and
- Resolve the matter without unnecessary banking disputes.
15. Chargeback After Goods Have Been Shipped
A customer initiating a chargeback does not automatically cancel an order that has already been shipped.
Where SATYOGA Wellness™ receives a chargeback relating to a shipped order, we may contest the dispute and submit relevant evidence to the payment processor, acquiring bank, card network or issuing bank.
Evidence may include:
- Customer order confirmation
- Invoice
- Payment authorization
- Shipping records
- Courier tracking
- Proof of dispatch
- Proof of delivery
- Customer acknowledgement
- Email correspondence
- Product description
- Cancellation policy
- Shipping policy
- Return policy
- Refund records
- Evidence showing that the goods have not been returned
Payment processors commonly consider such evidence during dispute representment.
16. Chargeback Where Goods Have Been Delivered
If tracking confirms that goods were delivered, SATYOGA Wellness™ may contest any claim alleging that goods were not received and submit proof of delivery.
If the dispute concerns the product itself, customers should follow our return procedure and provide reasonable evidence relating to the alleged issue.
A bank/payment dispute does not itself physically return the product to SATYOGA Wellness™.
17. Return of Goods During a Refund Dispute
Where the customer’s claim requires the merchandise to be returned, SATYOGA Wellness™ may require the goods to be returned before voluntarily issuing the applicable merchandise refund, except where:
- Return is unnecessary;
- SATYOGA Wellness™ waives return;
- The goods are incapable of return; or
- Applicable law requires a different remedy.
Customers should retain proof of return shipment and tracking.
18. Customer Responsibility for Return Freight
For a change-of-mind cancellation or return not caused by a SATYOGA Wellness™ error, the customer may be responsible for return freight.
For international returns, this can include:
- International courier freight
- Customs documentation
- Export/import handling
- Brokerage
- Other return logistics costs
Customers should contact SATYOGA Wellness™ before sending the goods.
19. Unauthorized or Fraudulent Transaction Claims
Nothing in this policy prevents a customer from immediately reporting a genuinely:
- Unauthorized card transaction;
- Stolen-card transaction;
- Account takeover; or
- Other suspected payment fraud
to their bank or payment provider.
Such disputes are governed by applicable banking/payment-network procedures and cannot be contractually eliminated by SATYOGA Wellness™.
20. Direct Chargebacks Without Contacting SATYOGA Wellness™
We strongly recommend that customers contact us first for ordinary commercial disputes such as:
- Change of mind
- Cancellation
- Return
- Exchange
- Delayed but traceable delivery
- Refund status
- Product-selection issues
Where a customer proceeds directly to a chargeback without first giving SATYOGA Wellness™ a reasonable opportunity to resolve an ordinary fulfilment or return issue, we may submit evidence of:
- Our published policies;
- Shipment status;
- Delivery status;
- Available return procedure; and
- Lack of prior customer communication
when contesting the dispute.
However, a customer retains whatever chargeback or statutory rights are available through their bank or applicable law.
21. Merchant Response to Bank or Payment-Gateway Chargebacks
SATYOGA Wellness™ reserves the right to accept or contest a payment dispute based on its merits.
Where a dispute is contested, we will respond through the relevant payment provider’s official dispute process.
The final outcome may be determined by:
- The issuing bank
- Card network
- Payment gateway
- Acquiring bank
- UPI/payment system
- Other authorized payment-service provider
rather than SATYOGA Wellness™ alone.
22. Customer Communications as Evidence
Customers requesting cancellation, refund, return or exchange should preferably communicate through the official contact channels listed on satyogawellness.com.
Please retain all relevant communication.
Where necessary, SATYOGA Wellness™ may provide relevant order-related communications to our payment processor, acquiring bank or card issuer as evidence in a payment dispute, subject to applicable privacy laws.
23. Duplicate Refund and Chargeback Requests
Customers must not knowingly obtain or attempt to obtain both:
- A merchant refund; and
- A chargeback/reversal
for the same transaction amount.
If SATYOGA Wellness™ has already issued a refund and subsequently receives a chargeback for the same transaction, we may submit proof of the original refund to contest the duplicate claim.
24. Refund Amount Following an Approved Cancellation
The refundable amount depends on:
- Whether the order was dispatched;
- Whether freight was already incurred;
- Whether the goods were returned;
- Condition of the returned goods;
- Customs expenses;
- International freight;
- Return freight;
- Non-recoverable logistics expenses;
- Mandatory consumer-law requirements; and
- The reason for cancellation.
We will provide the applicable refund calculation where deductions are permitted.
25. Payment-Gateway Settlement Timing
SATYOGA Wellness™ may receive customer payments only after the settlement period applicable to our payment gateway or acquiring institution.
Settlement timing does not remove any refund or consumer obligation we have under law.
At the same time, customers should understand that payment processors may impose separate:
- Processing fees
- Taxes
- Chargeback fees
- Currency-conversion costs
- Settlement adjustments
which SATYOGA Wellness™ does not necessarily recover when a payment is reversed.
26. Full Refunds for Defective or Incorrect Goods
Payment-gateway charges must not be used to reduce mandatory remedies where applicable law requires the customer to receive a full refund or free replacement for defective, incorrect or otherwise non-conforming goods.
Those cases will be handled according to the applicable law and our Return, Exchange & Refund Policy.
27. EU, UK and Other International Consumer Rights
Certain countries provide consumers with statutory cancellation rights that may exceed this policy.
For example, many EU online consumers have a 14-day withdrawal period after receiving goods, subject to statutory exceptions. UK distance-selling rules similarly provide consumers with cancellation rights for qualifying online purchases.
Where mandatory local consumer laws apply, those laws will prevail over any conflicting provision in this policy.
International customers remain responsible for return shipping where permitted by applicable law and where this responsibility was disclosed before purchase.
28. Customers Should Contact Us Before Cancelling
For the fastest resolution, contact SATYOGA Wellness™ before:
- Refusing delivery;
- Returning a shipment;
- Asking the courier to abandon the shipment;
- Filing an ordinary chargeback;
- Filing a refund dispute.
Please include:
- Customer name
- Order number
- Product
- Cancellation/refund reason
- Shipping status if known
- Photos/videos where relevant
29. Refund Processing Time
Once a cancellation or return is approved and any required returned goods have been received and inspected, SATYOGA Wellness™ will initiate the approved refund.
The time needed for the refund to appear will depend on the customer’s:
- Bank
- Card issuer
- Payment gateway
- UPI provider
- Payment method
- International payment processor
and any applicable legal deadline.
30. Policy Abuse and Fraud Prevention
SATYOGA Wellness™ reserves the right to investigate suspected abuse including:
- False non-delivery claims
- False damage claims
- Deliberate duplicate disputes
- Fraudulent payment activity
- Returning a materially different product
- Chargeback abuse
- Manipulated photographs or documents
Where appropriate, we may provide evidence to payment processors, banks, couriers or competent authorities.
This clause does not restrict genuine customer complaints or legitimate statutory rights.
31. Relationship With Other SATYOGA Wellness™ Policies
This policy should be read together with our:
- Shipping & Delivery Policy
- Return, Exchange & Refund Policy
- Terms & Conditions
- Privacy Policy
Where mandatory law provides greater protection to the consumer, the applicable law will prevail.
32. Contact SATYOGA Wellness™
For cancellation, refund or order assistance, please contact:
SATYOGA Wellness™
SATYOGA Wellness Private Limited
Website: satyogawellness.com
Please quote your Order Number in all communications.
SATYOGA Wellness™ — Rooted in Tradition. Elevated in Wellness.