Policies & Info

Because we sell medicinal and homeopathic products, most items on kapsule.fit are non-returnable once delivered. This is standard practice for medicines and health products, in line with regulatory guidance on the resale of pharmaceutical and homeopathic goods. In a small number of specific situations described below, we do accept a one-time return or refund request.

1. Products are non-returnable by default

For safety and regulatory reasons, medicines, homeopathic dilutions, mother tinctures, and related health products cannot be returned simply because of a change of mind, incorrect self-selection of potency, or similar reasons once the order has been delivered. We are only able to accept a return or refund for the specific eligible reasons listed in Section 2, and only once per order.

2. Eligible reasons for a return or refund

We accept a return/refund request, once per order, only for the following reasons:

• Product is damaged in transit.
• Product is near expiry — 3 months or less remaining to the printed expiry date at the time of delivery.
• Wrong product was sent (different from what you ordered).
• Wrong brand was sent (different manufacturer/brand from what you ordered).

Requests must be raised within 48 hours of delivery, from My Orders in your account or by contacting Help & Support.

3. What you need to provide

To process any refund for damage, we require both of the following, without exception:

• An unedited unboxing video showing the sealed package being opened, clearly capturing the damage as it is first discovered.
• Clear photographs of the damaged product and its packaging.

For near-expiry, wrong product, and wrong brand claims, please provide clear photographs of the product label (showing batch number, MRP, and expiry date where applicable) along with your order invoice.

4. Verification process

Once your request and supporting evidence are submitted, our team verifies the following before approving any refund or replacement:

• Batch number on the product matches the batch dispatched against your order.
• MRP on the product label matches the price billed to you.
• A valid invoice/order proof is on file for the order in question.

Refunds and replacements are approved only after this verification is complete. This typically takes 3–5 business days from the date all required evidence is submitted.

5. Reference: reasons, evidence & outcome

Refunds, exclusions & how to raise a request

6. Refund method & timelines

Approved refunds are credited to your original payment method. Once approved, refunds are typically processed within 5–7 business days, depending on your bank or payment provider. Where a replacement is more appropriate (e.g. wrong product/brand sent), we will offer a replacement shipment as the default resolution, with a refund available on request.

7. What is not covered

• Change of mind, or ordering the wrong potency/size by mistake.
• Products without their original packaging, label, or seal intact (except where the claim is that the seal itself arrived damaged).
• Claims raised more than 48 hours after delivery.
• Claims submitted without the required unboxing video, photos, or invoice proof described in Section 3.

8. How to raise a request

Go to My Orders in your account, select the relevant order, and choose “Report an issue.” Attach your unboxing video/photos and a brief description of the issue. Our support team will review your request and reach out with next steps.

9. Questions

For any questions about this policy or an existing return request, reach out to our support team from Help & Support in your account.

Help & support