COMPANY RELATED QUERIES

1) Can you tell us more about HyugaLife?

Hyugalife is India’s largest e-commerce platform for multiple brands. Kindly refer to the About Us section to know more about us and our vision.

2) What categories are we covering?
We sell in the following categories:

• Ayurvedic Supplements
• Hair, Skin & Nails
• Weight Loss
• Health Foods & Beverages
• Health Supplements
• Sports Nutrition
• Women’s Health
• Kids Nutrition

HYUGALIFE ACCOUNT & WEBSITE RELATED QUERIES

1) How to sign up on HyugaLife website?

Kindly follow the following steps to create your HyugaLife account-

Step 1: On the home page, click the log in icon on the top right

Step 2: Enter your name, phone number, or email address and a password of your choice

Step 3: Submit your details and now your account will be created

2) What are the benefits of Signing up on HyugaLife website?

Signing up for a HyugaLife account will give you substantial benefits and give you an enhanced experience while shopping. You can:

1. Track all past and present orders at any time in one place
2. Rate and review products
3. Save your time by saving details like addresses, payment details, etc.
4. Get notified of HyugaLife promotions and sales

3) Can I place my order without creating an account on HyugaLife website?

Yes, you can place an order as a guest, by just providing your email address or phone number for correspondence.

But we still highly recommend you to have a Hyugalife account of your own, because it brings to you a plethora of benefits while shopping on our website.

4) How to place an order on Hyugalife website?

Kindly follow the following steps to place your order on HyugaLife website-

Step 1: Click the ‘Add to Bag’ button on the products you wish to purchase and they will be added to your shopping bag.

Step 2: Click on the bag icon and any coupon codes if applicable

Step 3: Proceed to checkout

Step 4: Sign Up/ Login to HyugaLife website if required.

Step 5: Enter your shipping and payment details and place the order

Step 6: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order.

5)What if I forget my account password?

Kindly click on Forgot password and follow the steps to reset the password.

6) How do I know that my order is confirmed?

Once your order is confirmed, you will see a confirmation page displaying a unique Order ID, a listing of the item(s) you have ordered, and the shipping address.

In addition, you will receive an email and a text message confirming your order details. You will also be notified when we dispatch the item(s) from our warehouse with the respective tracking details.

7) Can I ship the product to a different address than my billing address?

Yes, absolutely! You can do so by filling in your address as the ‘billing address and the address you wish to ship your order to, as the shipping address.

8) What is ‘out of stock’? How can I order these products?

Out-of-stock items are the ones that are not available in the Hyugalife warehouse.

However, you can use the Notify Me tab on the product page to get notifications once the product is back in stock.

9) What is a wishlist? How to add and delete items from it?

A wishlist is your personal itinerary. You can add items to it just simply clicking on the heart button at the right bottom of the product. You can easily remove them from your itinerary list.

ORDER AND DELIVERY RELATED QUERIES

1) How can I change the address or Phone number in my order?

You cannot change your shipping details once the order is placed. You can cancel the order before the order has been shipped and place a new order instead with the corresponding details.

2) What are the shipping charges on HyugaLife?

Orders above Rs are free of shipping charges. Orders below Rs will be charged at Rs .

3) Are there any Cash on Delivery (COD) charges?

We do not charge extra for COD besides applicable shipping charges.

4) Can I place an order for multiple products, from different sellers together?

Yes! You can surely place an order for multiple products by the same/different sellers together.

5) I have ordered multiple products from different brands but from the same seller (HyugaLife). Will all the products be delivered together?

Hyugalife.com keeps a product inventory of multiple brands. We will try to combine different products of the same order in one shipment itself to enhance your convenience. You can track the status of the Order in your customer login. You will be notified about the status of your order via email.

6) I have ordered multiple products from different brands but from the different sellers. Will all the products be delivered together?

Orders placed with multiple sellers will be delivered separately. You can track the status of the Order in your customer login for the different shipments. You will be notified about the status of your order via email.

7) I have placed an Order. How do I track the status of my order?

You can track the status of your order in the “My Orders” section of your hyugalife.com account. Alternatively, you can track your shipment via email/SMS updates or through the HyugaLife tracking page.

8) Why my order is not showing?

If your most recent order is not showing after successful payment, please be rest assured & try checking the same after 30 minutes.

If you still face the issue, then kindly contact the HyugaLife support team via support@hyugalife.com

9) The status of my order is showing as delivered, however, I have not received the products.

Many societies have placed restrictions on permitting door deliveries. The order might be with security or at reception. Please check with your family members and Neighbour as they might have collected your order in your absence. If the problem still persists, email us at support@hyugalife.com along with your order details.

10) I have received a different product from what I had ordered. How can I report it?

We regret the inconvenience caused to you. Please send us a mail at support@hyugalife.com along with the images of the product received with the order details. Our team will get back to you and get the right product delivered to you. Please refer to our cancellation, refund, and return policy.

11) I was not at home when the courier came. How do I get the products?

Generally, you will receive an email on the day of delivery, or you may receive a call from the courier person asking for your preferred time of delivery.

The courier company will make two attempts for delivery, after which the parcel is returned to the seller. You may inform the delivery provider or HyugaLife in case of any preferred timing, and we shall pass the instructions to the courier company and try our best to get them to adhere to the instructions.

CANCELLATION & REFUND RELATED QUERIES

1) How can I cancel my order?

If your order is not shipped yet you can directly cancel your order from your ‘Order Section’, and your refund will be initiated within 24-48 hours.

To know in detail about our cancellation policy kindly visit the policy page.

In case your order has already been shipped kindly reject our delivery. Once we have received back your parcel, your refund will be initiated within 24-48 hours.

In case of any confusion or query kindly write us on our support number or email at support@hyugalife.com.

2) Are there any cancellation charges?

No, we at HyugaLife respect your choices, no cancellation charge will be applicable from our side.

3) Will the shipping charges be refunded, if I cancel my order?

Your shipping charges will be refunded, only when the entire order is cancelled. In case only a part of it is cancelled, shipping charges will be applicable.

4) What if I used coupon codes or a gift card or reward points for payment and I have to cancel my order?

Return cannot be initiated in the following situations:

Coupon codes are intended for one-time use only and shall be treated as used even if you cancel the order.

If you had redeemed reward points for an order, the same will be credited back to your account in the case of a cancellation.

In case you used the gift card amount, the same would be credited back to your gift card in the case of a cancellation.

RETURN & REFUND RELATED QUERIES

1) What is HyugaLife Refund policy?

Returns will not be accepted under the following conditions:

• If the request is initiated after 15 days of order delivery
• Product is used or altered
• Product is damaged due to misuse/overuse by the customer
• Returned attempted without original packaging including, price tags, labels, original packing, freebies, and other accessories or if original packaging is damaged Serial Number has tampered
• Defective products that are covered under Seller/Manufacturer’s warranty.

2) I have received a defective product. Please process my refund

We apologize for the inconvenience caused. Please send a mail to support@hyugalife.com or initiate the refund through the “My Orders” page along with the details and images of the defective product received with the order details. Our team will get back to you and get the product replaced or we shall process a refund based on your instructions.

Please refer to our cancellation policy, refund policy and return policy.

3) How can track my return status?

You can track the return status under the ‘Orders’ section on HyugaLife app/website. We will notify you of the status of your refund or replacement via email/SMS.

4) When can I get my return refund?

You can track the refund status under the ‘My Orders’ section on HyugaLife app/website. We will notify you of the status of your refund via email/SMS.

5) Can I return a part of my order?

Write in accordance to HyugaLife

6) How to initiate an item-wise refund?

Kindly follow the following steps to initiate item wise refund.

Follow one of the following steps:

Step 1: Go to the My Orders section (Click on ‘My Orders’. Go to Order and select ‘Return and Refund’. Proceed with the reason for return)

Note: Kindly share an image of the product for our reference

7) How much time will it take to initiate a refund on return?

Once your return request is accepted, and the product is taken away by our delivery partner, your refund will be initiated within 24-48 hours.

PAYMENT RELATED QUERIES

1) What are the payment methods that I can use for ordering from your website

We have tied up with popular payment gateways for offering various modes of online payment such as net banking, credit and debit card, UPI, wallets and COD.

2) I got a message from my bank stating money has been deducted for the Order, but due to some internet issue at my end, your website is stating payment unsuccessful.

Generally, for all such failed transactions you will receive auto credit back into your account within 24 hours. You can retry placing your order with a stable internet connection.

In case you are debited twice and we receive both amounts, we shall process a refund of the excess amount. Please reach out to us at support@hyugalife.com for any support.

PRODUCT RELATED QUERIES

1) Do we sell authenticated products? Are the products safe for you to buy?

Our assortment team personally handles quality checks for products in accordance HyugaLife internal standards and FSSAI guidelines. Quality is HyugaLife’s priority, so be rest assured.

2) How do the storage systems ensure that the product quality is intact?

We at HyugaLife are fully committed to our customer’s satisfaction. Kindly be assured that all the products available on HyugaLife’s website are authentic and genuine. We ensure the quality of products in our warehouse by following QC standards.

Still, if you have any doubt or confusion, kindly reach out to us on support@hyugalife.com.

3) Is HyugaLife genuine?

Yes, HyugaLife is genuine. We take the authenticity of our products very seriously. Every item on our website is authentic, and we uphold stringent quality control standards in our warehouse to ensure it.

We understand the worries about counterfeit and untested supplements on the market, which is why we source exclusively from FSSAI-approved brands. This commitment guarantees you a wide range of products that are not only 100% authentic but also rigorously tested for your safety and well-being. When you choose HyugaLife, you can shop with complete confidence, knowing that every product you receive is genuine and secure.

SELL ON HYUGALIFE

1) How can I sell on HyugaLife’s website?

We are happy to know that you are interested to partner with us. Kindly send us an email on support@hyugalife.com with your query, and our team will get in touch with you to discuss the further process.

2) Can an international brand expand to the Indian market through HyugaLife?

Yes! This possibility can be explored for sure. Kindly reach out to us on support@hyugalife.com, and our team will get in touch with you personally to discuss the future prospects.

3) How parameters should be met to verify a seller’s authenticity?

For Hyugalife, product and seller authenticity is of utmost importance. We only sell 100% authentic products which are either sourced directly from the brand or their authorized distributors. To ensure that the products being received are 100% authentic, we will require a Trademark Certificate from Brand Owners and a Brand Authorization Letter from distributors to confirm the authenticity.

FEEDBACK RELATED QUERIES

1) I want to share my feedback with you, where can I do that?

We are grateful that you thought of taking your time out to provide us with feedback. Kindly provide product-related feedback on the product page. Alternatively, you can send us feedback to us at support@hyugalife.com.