Refunds, Shipping and Cancellation Policy

1. Cancellation, Returns and Refund Policy:

1.1 Returns and Refunds Purchases made from the online store of cena.care cannot be returned after purchase. We offer full-replacement of products that might be damaged in transit. Replacement orders are processed immediately after our customer support team validates the damage via communication over e-mail or phone. You can write to us at [email protected]

1.2 Cancellation of Order by you – We reserve the right to accept / refuse a cancellation request once an order has been placed. – We reserve the right to cancel any orders that classify as ‘Bulk Order’ as determined by us as per certain criteria. Any Reward Point or Promo Code used for placing the ‘Bulk Order’ will not be refunded as per this cancellation policy. An order can be classified as ‘Bulk Order’ if it meets with the below mentioned criteria, which may not be exhaustive, viz:

1. Products ordered are not for self-consumption but for commercial resale;

2. Multiple orders placed for same product at the same address;

3. Bulk quantity of the same product ordered;

4. Invalid address given in order details;

5. Any malpractice used to place the order.

2. Shipping
2.1 What locations do you deliver to? Our coverage areas are limited to the areas covered by our channel partner. In case, for whatever reason, your delivery address is not covered by our
existing partners, on request, we will attempt to ship through alternate channel partners.

2.2 How can I track the delivery of my order?
We usually email you the tracking reference number of your shipment. You can request an update at [email protected]

2.3 Do you charge additional shipping charges? No, we do not currently charge any additional shipping fees for delivery in India

2.4 What is the standard delivery time?
Please allow 5-10 days for your order to reach. If you are in Bengaluru, we’ll probably get your order to you sooner than that. Metro areas usually reach within 3-5 days.

2.5 Why is the CoD option not offered in my location?
The availability of CoD depends on the ability of our courier partner servicing your location to accept cash as payment at the time of delivery. Our courier
partners have limits on the cash amount payable on delivery depending on the destination and your order value might have exceeded this limit.

2.6 Any disputes in relation to this policy will be settled by reference to the terms set in the General Terms and Conditions

2.7 Cena.care submits refunds to the customer’s bank immediately. Depending on the bank’s processing time, it can take anywhere from 5-10 business days to show up on the customer’s bank account.