E-Commerce Return, Refund & Exchange Policy

E-Commerce Return, Refund & Exchange Policy

1. Eligibility for Returns or Exchanges
- Customers may request a return or exchange of eligible products within the period specified by the Company from the date of delivery, subject to applicable laws and the terms of this Policy.
- Products eligible for return or exchange should ordinarily be unused, unopened and in their original condition and packaging, along with all original accessories, labels and documents, wherever applicable.
- Products that are defective, damaged, incorrectly supplied, or otherwise not in conformity with the order shall be dealt with in accordance with applicable law and the Company's return and grievance redressal process.
- Products having a limited shelf life, consumable products, food products or other products which are not reasonably capable of being returned for reasons of hygiene, safety or applicable law may be excluded from ordinary returns, except where required under applicable law or where the product is defective, damaged or incorrectly supplied.

2. Non-Eligibility for Return or Exchange
A return or exchange may not be accepted where:
- The product has been used, altered, damaged or mishandled after delivery, except where the issue is attributable to a manufacturing defect, transit damage or incorrect supply.
- The product is returned without its original packaging, labels, accessories, invoice or other items originally supplied with the product, wherever applicable.
- The product has been damaged due to misuse, negligence or improper storage by the customer.
- The product has been tampered with or its batch number, serial number, barcode or other identifying information has been removed or altered, where applicable.
- The customer has ordered an incorrect product, size, colour, variant or product code, where the applicable product is clearly identified as non-returnable.
- The return request is made beyond the applicable return period, subject to any rights available to the customer under applicable law.

3. Defective, Damaged or Incorrect Products
- If a customer receives a defective, damaged or incorrect product, the customer should contact Nutriment Hope Pvt. Ltd. through the designated customer support or grievance redressal channel as soon as reasonably possible after receiving the product.
- The Company may request photographs, videos, order details, invoice details, batch or serial information or other reasonable evidence to verify the issue.
- After verification, the Company may, as applicable, arrange for replacement, repair, refund or other appropriate remedy in accordance with applicable law and Company policy.
- The customer's statutory rights under applicable consumer protection laws shall not be restricted by this Policy.

4. Process for Returns or Exchanges
- To initiate a return or exchange, the customer shall contact the Company's customer support team through the official customer support channel provided on the Company's website or app.
- The customer should provide the order number, registered mobile number or email ID, product details, reason for return or exchange and other relevant information required for processing the request.
- Where reasonably required for verification of a damaged, defective or incorrectly supplied product, the Company may request photographs or an unedited and uninterrupted parcel-opening video showing the outer packaging, shipping label and condition of the product as received.
- The Company will review the request and, where approved, provide appropriate instructions for return, pickup, replacement or refund.
- No customer shall be required to waive any right or remedy available under applicable law as a condition for processing a legitimate complaint.

5. Return Shipping
- Where a return is approved, the Company will communicate the applicable return or pickup procedure to the customer.
- Customers are advised to use a trackable shipping method where they are required to send the product themselves.
- Where the product is defective, damaged in transit, incorrectly supplied, or the return is otherwise attributable to the Company, the applicable return, pickup or shipping cost shall be handled in accordance with the Company's policy and applicable law.
- For returns arising solely from a customer's preference or incorrect ordering, where such return is permitted, applicable shipping or handling charges may apply as disclosed before processing the return.

6. Refund or Exchange Processing
- Once the returned product is received and, where applicable, inspected and approved, the refund or exchange will be processed within a reasonable period as per the Company's standard processing timelines and applicable law.
- Refunds shall ordinarily be made through the original payment method or another legally permissible method communicated by the Company.
- Where an exchange is approved, the replacement product shall be dispatched subject to product availability and applicable logistics timelines.
- Refunds shall not be unreasonably withheld where a refund is legally due to the customer.

7. Cancellation of Orders
- A customer may request cancellation of an order before dispatch, subject to the status of the order and applicable law.
- Once an order has been dispatched, cancellation may not be technically possible. In such cases, the customer may be required to follow the applicable return or refund process.
- Any amount legally refundable after cancellation shall be processed in accordance with the applicable refund procedure.
- Nothing in this clause shall restrict any cancellation, refund or other right available to a consumer under applicable law.

8. Contact Information
- For questions, return or exchange requests, refund-related matters or complaints, customers may contact Nutriment Hope Pvt. Ltd. through the official customer support or grievance redressal channels published on the Company's website or app.
- Customers should keep their order number, invoice and relevant product details available while contacting the Company.
- The Company shall maintain an appropriate grievance redressal mechanism in accordance with applicable laws and regulations.