POLICY

Refund and Return

Last updated: [date]

1. Our promise

We want you to be happy with every Nutrijoy order. If something is wrong with your order, tell us and we will make it right. This page explains what we can replace or refund, and how.

2. Food products and opened packs

Because our products are food items, we cannot take back packs that have been opened, used or tampered with, or items returned only because of a change of mind. This protects the safety of every customer.

3. When we will replace or refund

We will replace your item or refund you if:

  • the parcel or pack arrived damaged or leaking,
  • you received the wrong item, or an item is missing,
  • the product is defective, stale or past its best-before date, or
  • we cancel your order, for example because an item is out of stock.

4. How to report a problem

  1. Contact us within [48 hours] of delivery on WhatsApp or email.
  2. Share your order number and clear photos of the pack, the label and the issue. [Add “and the outer parcel” if you want it.]
  3. We will check and reply within [1 to 2 working days].

Please keep the product and packaging until we confirm the next step. We may ask you to return the item in some cases. If so, we will arrange the pickup or tell you the address. [Confirm whether you arrange pickup.]

5. Replacement or refund

  • Replacement: if the item is available, we send a replacement at no extra delivery charge.
  • Refund: if a replacement is not possible, or you prefer a refund, we refund the amount for the affected item. [Confirm whether delivery charges are refunded when the error is ours.]

6. How refunds are paid

Refunds go back to the original payment method (card, UPI or net banking). After we approve a refund, it usually reaches your account within [5 to 7 working days], depending on your bank or payment provider. For cash on delivery orders, we refund by bank transfer or UPI. [Delete if you do not offer cash on delivery.]

7. Cancelling an order

  • You can cancel before the order is shipped. Message us with your order number as soon as possible.
  • If you have already paid and the order has not shipped, we refund the full amount.
  • Once an order has shipped, it cannot be cancelled. Refunds then follow section 3.

8. Gifting and bulk orders

Corporate and custom gifting orders are packed to your agreed specification. The same rules for damaged, wrong or defective items apply. Cancellation or changes to custom or branded orders are covered by the terms agreed with you in writing. [Add your terms for advance payments and custom branding.]

9. Contact us

For returns, refunds or any problem with your order:
Email: YOUR-EMAIL
WhatsApp: YOUR-NUMBER
Hours: [days and times]

If you are not satisfied with our reply, you can escalate to our Grievance Officer, whose details are in our Terms and Conditions.