This document sets out the Replacement, Returns and Cancellation Policy that shall apply to you (“You” or “Your” or “User”), as the user of the website https://naturenutricia.com (“Website”) and/or the mobile application called natureNutricia, (collectively, “Platform”), which is owned and operated by NatureNutricia (“We” or “Us” or “Company”). This Replacement, Returns and Cancellation Policy, as amended from time to time, is to be read along with the Terms of Use as available on the Website.

What is the General Return Policy?

Our Replacement, Returns and Cancellation Policy gives you an option to raise a request to return/replace the Products within 15 calendar days of receipt of the Product. You are requested to keep the Product in its original condition, with the brand outer box, MRP tags attached, user manual, warranty cards and original accessories in the manufacturer packaging, for a successful return/replacement pick-up.

A Product may be eligible for return only if:

1. It is determined that the Product was not damaged while it was in your possession.
2. The Product is not different from what was shipped to you.
3. If the Product is returned with all the original packing, including the brand outer box, MRP tags attached, user manual, warranty cards and original accessories in the manufacturer packaging.

What should I do if I receive a damaged, incorrect or expired Product?

If you receive a damaged, incorrect, or an expired Product, you may either choose to get the Product replaced or initiate a return request. You must inform us within 48 hours of delivery Find our contact details here[DT1] .   Kindly note that the usual 15 days policy will not be applicable in such cases.

What should I do if Products are missing from my Order?

If Products are missing from your Order, you must inform us within 48 business hours of receiving the partial Order. Find our contact details here[DT2] .

How do I initiate returns?

You can initiate returns by:

1. Go to My Orders in the account section > Click on the order > Initiate return and refund request.
2. Contact us through email or phone mentioned here. [DT3]

We may contact you and ask you to share a picture of the packaging and the Product to ascertain the damage or defect in the product, prior to initiating the return/replacement.

How will the pick-up be arranged?

 Once the return/replacement request is processed, we will arrange for a pick up within 3-7 working days. Our delivery partner shall make 2 attempts to pick up the Product/s. If the item is not picked up in the second attempt, the return/replacement request shall be considered complete at our end. In that scenario, you can raise a fresh return/replacement request in case you are eligible. For more details, please contact our CCC. Please keep the shipment ready as detailed above and ensure that you return all items for which the request was raised. If you fail to do so, the return/replacement option may not be available to you in future, the discretion of which shall lie completely with the Company.

What are the modes of refund?

 For payments made via credit card, debit card, net banking, you shall receive the refund within 7 business days after confirmation of refund on the same account/ wallet from which the payment has been made. However, it may take 2-3 additional business days for the amount to reflect in your account, as per your respective bank timelines. Kindly note that refunds cannot be processed to third-party accounts. The name on your account which you have entered at the time of registration should match with the name of the bank account holder. For transactions done on cash on delivery basis, we shall initiate a bank transfer on the bank account number shared by you via e-mail to us on [email protected].

How long will the process of refund and/or replacement take once I return the Product/s?

 Once we receive the returned Product, the Product undergoes Quality Check (“QC”). After the Product clears QC, the return/replacement request will be processed within 7 days of the QC.  . We may refuse a refund/replacement request if we find evidence of fraud, refund abuse or other manipulative behaviour that entitles us to a claim against you or for any other reasons as mentioned above. Kindly note that replacements shall be subject to availability of a particular Product. In the event where a replacement is not available, we shall refund you the whole amount.

Cancellation:

Cancellation by you: You shall be allowed to cancel your order if the Product(s) are not shipped. You can choose to cancel your order by going to My Orders > Click on specific order > Press “Cancel” option. Kindly note that orders once shipped cannot be cancelled.

Cancellation by us: There may be certain orders that the Company is unable to accept and must cancel. Some of the reasons that may result in cancellation of your order are:

(i) error in pricing information as detailed in section 5 of the Terms of Use;

(ii) non-availability of the Product;

(iii) non-availability of the quantity ordered or any other reason as may deem fit by the Company.

When will I get the refund for cancelled orders?

For cancelled orders, we shall process the refund within 7 business days after receiving the cancellation request. For payments made via credit card, debit card, net banking you shall receive the refund on the same account from which the payment has been made. However, it may take 2-3 additional business days for the amount to reflect in your account, as per your respective bank timelines.