Refund policy

Return and Refund Policy

At NutriAura, we strive to ensure customer satisfaction with our products. If you are not completely satisfied, please review our return and refund policies below.

Refund Policy

1. Eligibility for Refunds:

  • Damaged or Spoiled Products: If your product arrives damaged, spoiled, or compromised due to transit issues, you are eligible for a refund.
  • Incorrect Orders: If you receive an incorrect item or your order is incomplete, we will process a refund or replacement.
  • Quality Issues: If the product does not meet our quality standards upon delivery, please report it immediately for review.

2. Conditions for Refunds:

  • Report Within 24 Hours: Refund requests must be made within 24 hours of receiving the product, as our items are fresh and highly perishable.
  • Proof Required: Please provide photos and videos(unboxing) of the product showing the issue (damage, spoilage, etc.) along with your order details.
  • Unopened Products: In most cases, products must be unopened unless the issue relates to spoilage or quality concerns after opening.

 3.Non-Refundable Scenarios:

  • Change of Mind: We cannot offer refunds for products returned due to a simple change of mind after delivery.
  • Improper Storage: No refunds will be provided if the product was not stored properly after delivery, leading to spoilage.
  • Delayed Claims: Claims made after 24 hours of delivery will not be eligible for a refund.

4. Refund Process

  • Once your refund request is reviewed and approved, the refund will be processed to your original payment method within 7-10 business days.
  • In some cases, we may offer a replacement or store credit instead of a refund, depending on the situation.

5. Refund Eligibility:

  • Damaged or Defective Products: Products that arrive physically damaged or spoiled due to shipping issues.
  • Incorrect Orders: If you receive the wrong product or an incomplete order.
  • Spoilage on Arrival: Products that are spoiled upon delivery despite proper handling.

Conditions:

  • The request must be made within 24 hours of delivery.
  • Photo or video proof is required.

6. How to Request a Refund:

  • Email: tellus@nutriaura.in or sarmistha.das@twinhealth.com
  • Required Details: Order number, issue description, and photo/video evidence

7. Refund Timeframe

Refund Request Submission:

Perishable Products: Submit within 24 hours of delivery

Review & Approval:

Requests will be reviewed within 2-3 business days of submission.

If additional verification is needed, it may take an extra 1-2 business days.

Bank Processing Time:

Depending on your bank, it may take an additional 3-5 business days for the refund to reflect in your account.

Delays:

Processing may be delayed during public holidays or weekends.

8.Exchanges

We only replace items if they are defective or damaged. For approved exchanges, we

will initiate the process within 1-2 business days, and the replacement item will be

delivered within 3-4 business days.

Return Policy

1. Eligibility for Returns

To be eligible for a return, your item must be unused and in the same condition as when you received it. Please initiate your return request within 7 days of receiving the product.

2. Return Process

To start a return, contact our customer support team within 7 days of receiving your item, providing order details and the reason for the return.

3. Return Shipping

You are responsible for paying shipping costs for returning items. Shipping costs are

non-refundable.

4. Return Timeframe

Once a return is approved, the replacement item will be delivered within 3-4 business

days.

This policy covers eligibility, process steps, timeframes, and responsibilities for returns and refunds are to ensure clarity for customers.