Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all orders placed on the website of Prerna Tissue Culture Private Limited (CIN: U02102MH2025PTC446624). Because our products are living biological material, we have framed this policy in line with industry practice for nursery and tissue-culture products.

1. Order cancellation by the customer

• Before dispatch: You may cancel any order before it has been dispatched by writing to support@prernatissueculture.in with your order ID. The full amount will be refunded to the original payment method within 5–7 business days.
• After dispatch: Orders cannot be cancelled once handed over to the courier, as plantlets begin acclimatisation during transit.

2. Order cancellation by Prerna

We may cancel an order if the product is out of stock, if there is a pricing or description error, if the shipping address is unserviceable, or if we suspect fraudulent activity. In every such case the full amount paid will be refunded.

3. Damaged or defective shipments

We take great care in packing and dispatching every order. If your shipment arrives damaged, dead-on-arrival, or with the wrong items, please notify us within 48 hours of delivery by emailing support@prernatissueculture.in with:

• Your order ID
• Clear photographs of the outer packaging
• Clear photographs of the affected plantlets

After verification, we will, at our discretion, either dispatch a free replacement in the next available shipment or refund the value of the affected items to the original payment method.

4. Non-returnable items

Once delivered in good condition, plantlets cannot be returned, as their survival depends on subsequent handling, soil, water, and climate conditions which are beyond our control.

5. Refund method and timeline

• Refunds are processed to the original payment method through our payment gateway, Razorpay.
• Once approved, refunds are initiated within 2 business days.
• Depending on your bank or card issuer, the credit typically reflects within 5–7 business days.
• UPI refunds are usually faster (1–3 business days).

6. Failed or duplicate transactions

If your payment is debited but the order does not appear in your account, the amount is automatically reversed by Razorpay within 7–10 business days. If it is not, please contact us with your transaction reference and we will assist with reconciliation.

7. Contact for refund requests

Email: support@prernatissueculture.in
Phone: +91 99999 99999
Hours: Monday–Saturday, 10:00–18:00 IST