Cancellation & Refund Policy
Transparent, hassle-free cancellation and refund procedures designed to ensure complete peace of mind.
Last updated: September 2026
At Niela (operated by Poiya Healthcare India Private Limited), your satisfaction and well-being are at the core of everything we build. We strive to provide an uncompromised experience with our certified organic period care products. This Cancellation, Return & Refund Policy outlines the terms and guidelines applicable when you order from our website.
Easy Cancellation
Cancel anytime before the order is dispatched from our fulfillment center.
5–7 Days Refund
Approved refunds are credited back to your original payment method in 5–7 business days.
100% Replacement
Immediate replacement or full refund if an item arrives damaged or incorrect.
1. Order Cancellation Policy
A. Cancellation Before Dispatch:
You can cancel your order free of cost at any time before it has been dispatched by our warehouse.
- To cancel, email us immediately at support@nielacare.com or call our helpline at +91 80790 37352 with your Order ID.
- Upon cancellation before dispatch, 100% of your order amount will be initiated for refund immediately.
B. Cancellation After Dispatch:
Once an order has been handed over to our courier partner and a tracking AWB has been generated, it cannot be cancelled in transit. If you no longer require the items, you may refuse delivery when the courier executive attempts delivery. Once the package returns to our warehouse in unopened condition, a refund will be processed (minus applicable reverse logistics charges).
2. Hygiene Exemption & Returns
We do, however, offer a complete return/replacement guarantee under the following circumstances:
- Damaged or Tampered Package: If the product packaging was torn, unsealed, or damaged during transit.
- Incorrect Item Received: If you received an item or variant different from what you ordered.
- Manufacturing Defect or Quality Discrepancy: If there is a visible defect in product quality or construction.
Please report any such discrepancies within 48 hours of delivery by writing to support@nielacare.com along with photos or an unboxing video showing the issue and the shipping label.
3. Refund Process & Timelines
Once your cancellation request is confirmed or your returned product is inspected at our warehouse:
- Refund Initiation: Our billing team will verify and initiate your refund within 24 to 48 hours of approval.
- Mode of Refund: All refunds are processed back directly to the original source payment method (UPI, Debit Card, Credit Card, Netbanking) via our authorized payment gateway partner, Razorpay.
- Bank Settlement Timeline: In accordance with standard banking and payment gateway protocols, the refunded amount will reflect in your bank account or credit card statement within 5 to 7 business days from the date of refund initiation.
- Notification: You will receive an automated email notification and Razorpay ARN / Reference ID once the refund has been triggered.
4. Rash-Free Experience Guarantee
Niela products are researched and dermatologically tested to offer a 100% rash-free, irritation-free experience. If you experience adverse irritation while using our certified organic cotton products, please reach out to our wellness team with details of your experience. We evaluate these cases on a priority basis and may offer a full refund or product alternative under our customer satisfaction pledge.
5. How to Reach Our Grievance & Refund Desk
If you have any questions about refunds, cancellations, or need an update on an ongoing request, our support team is happy to help:
Company:Poiya Healthcare India Private Limited
Customer Support:support@nielacare.com
Helpline Phone:+91 80790 37352 (Mon – Sat, 9:00 AM – 7:00 PM IST)
Registered Office:Office No. 301, Third & Zero Floor, Trimurti Prime Tower, Niwaru Rd, Jhotwara, Jaipur, Rajasthan - 302012