Easy Returns &
Refunds

REFUND, RETURN AND CANCELLATION POLICY

This Refund, Return and Cancellation Policy (“Refund Policy”) sets out the terms on which Ai Dream Circle Pvt. Ltd.(“Company”, “we”, “us” or “our”), the owner and operator of the brand “BORNBERRY” and of the website www.bornberry.com (the “Website”), accepts cancellations, returns and refunds in respect of nutraceutical gummies (including Shilajit gummies) (the “Products”) sold by the Company through the Website.

This Refund Policy forms an integral part of, and should be read together with, the Terms and Conditions of Use set out in Part B hereof and the Privacy Policy set out in Part A hereof. Capitalised terms used but not defined in this Refund Policy shall have the meanings ascribed to them in the Terms and Conditions of Use. By placing an Order on the Website, you signify your unconditional acceptance of this Refund Policy.

1.  Nature of the Products and General Position

2. The Products sold by the Company through the Website are nutraceutical gummies intended for human consumption. As such, the Products fall within the category of ingestible food and health-supplement products for which return and refund rights must necessarily be balanced against considerations of consumer safety, product integrity, hygiene, tamper- evidence and prevention of adulteration or substitution in transit. Consequently, this Refund Policy adopts a policy of “no-return once opened, tampered or broken-sealed”, save and except in the limited circumstances expressly set out in Clause 4 below.
   1. This Refund Policy is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 and the Legal Metrology Act, 2009, as applicable, and is intended to be fair, transparent and consumer-friendly to the maximum extent consistent with the nature of the Products.

1.  Order Cancellation by the User

2. Cancellation Before Dispatch. You may cancel an Order, in whole or in part, at any time before the Order is dispatched from the Company's warehouse or the facility of the contract manufacturer. To cancel an Order before dispatch, you may (i) log in to your account and use the “Cancel Order” option available in respect of the relevant Order; or (ii) contact the Grievance Officer or customer support at the contact details set out in Clause

8 hereof, quoting your Order number. Upon receipt of the cancellation request, the Company shall cancel the Order and initiate a refund of any amounts already paid, in accordance with Clause 6.

1. Cancellation After Dispatch. Once the Order has been dispatched, it cannot be cancelled by the User and the Order shall be governed by the return provisions set out in Clause 3 and Clause 4 below.
   1. Cancellation by the Company. The Company reserves the right, at its sole and absolute discretion, to cancel any Order, in whole or in part, at any time before dispatch, without any liability to the User save for refund of amounts already paid in respect of the cancelled Order, for reasons including without limitation (i) non-availability of the Product; (ii) inaccuracies in Product description or price; (iii) pin-code not being serviced by the Company's logistics partner; (iv) suspected fraud or misuse of the Website; (v) failure to verify the User's identity, contact details or payment instrument; (vi) breach of the Terms and Conditions of Use; and (vii) Force Majeure Events.

1.  Returns — Non-Returnable Products

2. In view of the nature of the Products (ingestible nutraceutical gummies), and for reasons of consumer safety, hygiene, product integrity, tamper- evidence and prevention of adulteration, the Company's general position is that the Products, once delivered and accepted, are NOT eligible for return, exchange, refund, replacement or credit, save and except in the narrow circumstances expressly set out in Clause 4 below. In particular, the following shall NOT be accepted for return:
   1. any Product whose factory seal, tamper-evident label, shrink-wrap or primary packaging has been opened, broken, peeled, cut, punctured or otherwise tampered with after delivery;
      1. any Product that has been consumed, partly consumed, handled, stored inappropriately or whose packaging has been damaged by the User or any third party after delivery;
      2. any Product whose return is requested on the ground that the User did not like the flavour, aroma, texture, taste, appearance, sweetness, hardness, colour or any subjective attribute;
      3. any Product whose return is requested on the ground that the User did not experience, within any particular time-frame or otherwise, any particular health benefit, effect, outcome or result (the Products being nutraceutical health supplements whose effects are individual- dependent and NOT guaranteed);
      4. any Product purchased during a limited-period sale, flash sale, clearance sale, combo offer, free-gift offer or other promotional offer declared as non-returnable at the time of purchase;
      5. any Product that is past or nearing its expiry date on account of delayed return request;

1. any Product for which a return request is raised beyond the time- frame set out in Clause 4.2 below;
   1. any Product purchased through any channel other than the Website (including through third-party marketplaces, retail stores or distributors), in respect of which the User shall be required to approach the respective seller for return or refund in accordance with such seller's policy; and
      1. any Product procured for resale or in commercial quantities in contravention of the Terms and Conditions of Use.

1.  Returns — Limited Exceptions for Damaged, Defective, Wrong or Missing Products

   1. Grounds for Return. Notwithstanding the general position set out in Clause 3, the Company shall accept a return of, and process a replacement or refund in respect of, any Product that, at the time of delivery, is found to be:

(a) damaged in transit, with externally visible damage to the outer packaging or primary packaging; (b) tampered with, or delivered with a broken or missing tamper-evident seal; (c) defective (i.e., the Product, although sealed, is found upon opening to be manifestly adulterated, contaminated, foreign-body-contaminated, wholly non-conforming to the description or Product specifications, or clearly past its expiry date printed on the pack); (d) a wrong Product, variant, flavour, strength or pack size (i.e., not the Product actually ordered by the User); or (e) a short delivery (i.e., a missing item or incorrect quantity as against the Order).

1. Time-frame for Return Request. A request for return under Clause 4.1 shall be raised by the User within forty-eight (48) hours of delivery, by (i) logging in to your account and initiating a return through the “My Orders” section; or (ii) contacting the Grievance Officer or customer support at the details set out in Clause 8, quoting the Order number and the reason for return. The User shall, in all cases, submit clear photographs and/or videos of (i) the outer shipping package (with shipping label visible); (ii) the primary and secondary packaging, showing the condition, tamper-seal and batch-expiry labelling; and (iii) the alleged damage, defect or discrepancy. The Company may, at its sole discretion, require the User to furnish such additional evidence as may be reasonably necessary to verify the claim.
2. Verification. Upon receipt of a return request under Clause 4.1, the Company shall verify the claim, including by examining the photographs, videos and other evidence furnished, and (at its option) by arranging for reverse pick-up of the Product for physical inspection. The Company shall communicate its decision to the User within five (5) working days of receipt of a complete return request. The decision of the Company, based on such verification, shall be final and binding.
   1. Reverse Pick-up. Where the Company accepts a return under Clause 4.1, the Company shall arrange, at its cost, for the reverse pick-up of the Product from the delivery address. The Product to be returned shall be (i) kept in its original primary and secondary packaging (to the extent possible); (ii) accompanied by the original invoice; (iii) in the same condition as received (save for the externally visible damage or defect that forms the basis of the return); and (iv) handed over to the reverse-logistics executive at the time of pick-up. Where reverse pick-up is not feasible in the User's pin code, the Company shall inform the User of alternative arrangements.
   2. Remedy. Upon receipt, inspection and approval of the returned Product, the Company shall, at its option and subject to availability, (i) replace the returned Product with a fresh unit of the same Product; or (ii) exchange the returned Product with another Product of equal value; or (iii) refund the amount paid by the User in respect of the returned Product, in accordance with Clause 6. In the event replacement is not possible due to non- availability, the Company shall refund the amount paid in respect of the returned Product.
3. Non-Acceptance. In the event the Company, upon verification or physical inspection, determines that the Product does not qualify for return under Clause 4.1 (including where the damage or defect is attributable to the User's handling, storage, misuse, accident or consumption), the Company shall communicate such non-acceptance to the User and, in its sole discretion, either (i) return the Product to the User at the User's cost; or (ii) retain the Product pending further instructions from the User.

1.  Delivery Failures and Non-Delivery

2. In the event an Order is not delivered within a period of thirty (30) days of the estimated delivery date displayed at the time of checkout or communicated to the User thereafter, and such non-delivery is attributable solely to the Company or its logistics partner (and not to the User, an incorrect address, the User's unavailability, refusal of delivery or a Force Majeure Event), the User may request a refund in respect of such undelivered Order by contacting the Grievance Officer with the Order number.
   1. Upon verification, the Company shall either (i) arrange for fresh dispatch of the Product; or (ii) refund the amount paid by the User in respect of the undelivered Order, in accordance with Clause 6.

1.  Mode and Timeline of Refund

2. Where a refund is payable to the User under this Refund Policy, the Company shall initiate the refund within seven (7) working days from the date of acceptance of the return or cancellation request, as the case may be.

The actual credit of the refund to the User's account shall depend upon the processing timelines of the relevant bank, wallet or payment service provider, which the Company does not control and which may typically take between five (5) and ten (10) additional working days.

1. Refunds shall be processed to the same source and payment instrument from which the original payment was made. Where such source is no longer available (for example, the card has expired or the wallet has been closed), the refund may be processed to an alternative account as may be mutually agreed with the User, subject to satisfactory verification.
   1. Where the Order was placed through Cash-on-Delivery (COD), the refund shall be processed through electronic bank transfer (NEFT/IMPS/UPI) to the bank account or UPI handle nominated by the User, upon receipt of the necessary account details.
   2. The refund shall comprise the amount paid by the User in respect of the returned/cancelled Product, including applicable taxes. Shipping, handling, COD or convenience charges, where applicable, shall not be refunded, save and except where the entire Order is cancelled by the Company or returned on grounds of damage, defect or wrong Product attributable to the Company.
   3. The Company shall not be liable for any delay in the crediting of the refund that is attributable to the payment gateway, the User's bank, the User's wallet provider or any other third party outside the Company's control.
   4. The Company reserves the right to withhold or deny a refund where (i) the User has breached these Terms or Refund Policy; (ii) the Product does not qualify for return under Clause 4; (iii) the request is fraudulent, dishonest or based on misrepresentation; (iv) the refund is being claimed in circumstances outside the scope of this Refund Policy; or (v) the User has engaged in a pattern of unreasonable return requests that, in the reasonable view of the Company, amounts to misuse of the return facility.

1.  Misuse and Fraudulent Claims

2. The Company strictly prohibits any misuse or abuse of this Refund Policy. Without limiting the foregoing, the Company reserves the right to refuse any return, refund, exchange or cancellation request where (i) the Company has reasonable grounds to suspect fraud, misrepresentation, dishonesty or bad faith on the part of the User; (ii) the same User has made multiple unreasonable return requests in respect of the same or different Orders; (iii) the User has returned a Product different from the one originally shipped by the Company; (iv) the User has consumed or used the Product and raised a return request thereafter; or (v) the return request appears to be part of a coordinated scheme to defraud the Company.
   1. The Company reserves the right to blacklist, suspend, restrict or terminate the account of any User found to have engaged in any of the foregoing conduct, and to initiate such civil and/or criminal proceedings as may be available under Applicable Law.

1.  Grievance Officer and Consumer Redressal

2. All requests for cancellation, return and refund, and all complaints, grievances or concerns in respect of this Refund Policy, shall be addressed to the Grievance Officer appointed by the Company in compliance with Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. The particulars of the Grievance Officer are as under:  e-Mail  support@bornberry.com | bornberry.com@gmail.com 

1. Upon receipt of a grievance, the Grievance Officer shall acknowledge receipt within forty-eight (48) hours and shall endeavour to resolve the grievance within fifteen (15) days from the date of receipt, in accordance with Applicable Law.
   1. If you are not satisfied with the resolution offered by the Grievance Officer, you may escalate your grievance through (i) the National Consumer Helpline by dialling 1915 or visiting www.consumerhelpline.gov.in; and/or

(ii) the appropriate Consumer Commission having jurisdiction under the Consumer Protection Act, 2019.

1.  General Provisions

2. Governing Law. This Refund Policy shall be governed by and construed in accordance with the laws of the Republic of India and shall be subject to the jurisdiction and dispute-resolution provisions set out in Clause 15 of the Terms and Conditions of Use.
   1. Amendments. The Company reserves the right, at its sole discretion, to amend, modify, supplement or replace this Refund Policy, in whole or in part, at any time, without prior notice. The revised Refund Policy shall be published on the Website and shall become effective upon such publication.

Your continued use of the Website and placement of Orders thereafter shall constitute your acceptance of the revised Refund Policy.

1. No Waiver. Any leniency, concession or accommodation granted by the Company in any particular case shall not be construed as a precedent or as a waiver of the Company's rights under this Refund Policy.
   1. Severability. If any provision of this Refund Policy is held to be invalid, illegal or unenforceable by a court or tribunal of competent jurisdiction, such provision shall be severed from this Refund Policy to the extent of such invalidity, illegality or unenforceability, without affecting the validity, legality and enforceability of the remaining provisions.
   2. Electronic Record. This Refund Policy is an electronic record within the meaning of the Information Technology Act, 2000, and does not require any physical or digital signature.