Money-Back Guarantee Policy

This additional commercial guarantee applies only to personalised haircare plans or offers expressly marked eligible at the time of purchase. It does not replace or restrict ordinary refund rights, product remedies or statutory consumer rights.

Your report shows whether your personalised plan may be eligible. All conditions in this policy apply, and our team confirms the details for your plan.

The qualifying period is plan-specific and based on your assessment and programme. The customer must complete that period, subject to safety and changed-circumstance provisions. Hellovedic will not retrospectively change the period for an existing eligible purchase.

Unless the customer's plan states otherwise before purchase, an eligible customer must purchase the complete qualifying regimen; use products according to labels and the plan; complete the progress reviews and reassessments stated in the plan; attend the Hair Coach consultations stated in the plan; provide four sets of progress photographs across the timeline (baseline and monthly follow-ups) where photographs are part of the plan; and provide the order ID and other reasonable information needed to verify the claim. Required consultations, products and review dates must be identified in the plan in advance.

Photographs should use comparable angles, lighting and distance and must not be materially altered. The plan or photo guide will specify required views. Review may consider reported hair fall, standardised photographs and Hair Coach assessment. A qualified medical professional may be consulted where clinically appropriate. AI-assisted observations are not a medical diagnosis and will not be the sole basis for a medical conclusion.

Submit a claim within 30 days after the qualifying period ends by emailing support@hellovedics.com with the order ID, personalised plan and required evidence. We may request reasonable additional information. We aim to communicate a decision within 15 working days after receiving the complete information needed. If further information or professional review is needed, we will provide an update. A decision not to approve a claim will identify the relevant published criterion.

A 100% refund means the full net amount actually paid for the qualifying products, calculated as set out below. If approved, the refund is the net amount actually paid for the qualifying products in the eligible regimen, after discounts, coupons or promotional offers, less any amount already refunded, credited or reimbursed for those same products. Original shipping, delivery, handling and other separately charged non-product services are not included in this additional Guarantee refund. Free gifts, complimentary samples and items supplied without separate payment have no separate cash refund value. For bundles or combo packs, the refund is allocated proportionately to qualifying products using the actual discounted amount paid for the bundle. The refund will not exceed the net amount actually paid for qualifying products in the eligible regimen. This formula does not limit any refund or remedy required by law.

Do not continue using a product that causes a concerning reaction or where a qualified healthcare professional advises you to stop. Contact us promptly. We will review the circumstances individually. A customer will not automatically be treated as non-compliant merely because they stopped for a genuine safety concern. Ordinary product complaint and statutory remedies remain available.

A claim may not qualify for this additional Guarantee if the customer did not purchase the qualifying regimen, did not complete the disclosed period, did not meet a clearly stated and reasonable participation requirement, or does not provide sufficient information after a reasonable opportunity. Circumstances outside the customer's reasonable control and safety-related interruptions will be considered individually. These conditions do not remove statutory rights.

This is a conditional commercial programme, not a promise to diagnose, cure or treat a medical condition, reverse genetic hair loss, restore all lost hair or guarantee a medical outcome. Individual results vary. Seek advice from a qualified healthcare professional for medical concerns.

Money-Back Guarantee claims: support@hellovedics.com | +91 751 0211 842.

Grievance Redressal and Contact

Vihara Life Care Private Limited (Hellovedic)
Registered office: Ground Floor, VP 19 86/A, Varnalaya Building, Varambatta, Wayanad, Kerala – 670731
Customer support: support@hellovedics.com | +91 751 0211 842
Support hours: Monday–Saturday, 9:00 AM–6:00 PM IST
Privacy requests: privacy@hellovedics.com

Grievance Officer: Aiswarya
Email: grievance@hellovedics.com
Phone: +91 6282-435516
Postal address: Ground Floor, VP 19 86/A, Varnalaya Building, Varambatta, Wayanad, Kerala – 670731.

We aim to acknowledge complaints within 48 hours and resolve them within 7 working days where reasonably possible. The Grievance Officer will acknowledge consumer complaints within 48 hours and redress them within the period required by applicable law, including the applicable one-month outer period. We will provide a complaint reference or copy of the complaint record where required and practicable.