All return & replacement cases shall be considered within 48 hours after the date of delivery of your order.
Just write to us at support@nutraprep.in
OR
Call us on +91-22 4500 8696 (Mon to Fri, between 10:30am to 6:30pm).
1. NUTRAPREP PRIVATE LIMITED, which owns brand rights of XTEND for India, products are non-returnable ONCE OPENED due to health supplements/wellness/consumable nature of the product.
2. In case you would want a refund or replacement, please send us an email with the Images of the Product, Invoice, Inner & Outer Packaging and Batch Number to support@nutraprep.in ,within 48 hours of the order delivery. We would require 48 working hours to revert.
3. Kindly take picture of the damaged/tampered side of the product or package.
4. Please allow us 3 to 5 working days from the day you return your package, for your request to be processed. We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.
5. You will be eligible for full refund or exchange without incurring any additional charges if it is the case of:
a. Damaged or broken Jars/Pouches/bottles.
b. Incorrect product delivery.
c. Expired product delivery.
6. In case you received a wrong product/expired product, we request you to keep the product safe, and undamaged in its original packaging. Retain the invoice and original manufacturer’s packing for successful pick-up and return.
7. Please do not use the item you have raised a complaint about
8. Returns will not be accepted if:
a. The product is damaged.
b. It is without invoice.
c. It is with tampered batch number and price
d. It is without its original packaging.
9. If a pilfered delivery was received, pilferage claims must be made within 24 hours of the order delivery.
10. Products once delivered, will not be applicable for a refund if it falls under any of the scenarios stated below:
a. Failure to provide adequate information about the case and reporting within Timelines.
b. Failure to provide snapshots of the Invoice, packet and damaged items (if any).
11. Damages due to neglect, improper usage or wrong application will not be covered under our Exchange/Returns Policy. Please note that orders for Festive Gift boxes/promotional items are not applicable for exchange or refund. Exchange of products due to allergic reactions is not applicable.
REFUND & REPLACEMENT POLICY
We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.
Refunds will be through bank transfers. No cash refunds will be made. It would take our team at least 5 to 7 business days post refund initiation for online refund to be initiated.
In case of NEFT, it would require us at least 3 to 5 business days post refund initiation to refund your amount. For Prepaid orders the amount shall be credited to your account through which the payment was done. It may take 7-10 business days for the amount to reflect in your account.
CANCELLATION POLICY
1. Orders once placed are not eligible for cancellation.
2. Discount Coupons (if any) are intended for one-time use only and shall be treated as used even if you cancel the order.
3. In case of a return, the refund shall be initiated post the return of product to us and verification of the product and packing.
NOTE TO CUSTOMERS
FAIR USAGE POLICY
We go to extensive lengths for smooth user experience. However, at times we need to be stringent with our policies to serve our customers better. We have noticed that although a vast majority of our customers have genuine concerns, where we are always upfront to support; there are some accounts that abuse our liberal return and exchange policies. These accounts typically return items, choose not to accept our shipments or demand cashback for issues that we are not responsible for. Hence, our regular customers are deprived of the opportunity to purchase these products themselves. To protect the right of our customers, our customer care support team reserves the right to assess, judge and then take the necessary action at their discretion.
IMPAIRMENT & DAMAGES
We take the utmost care and accountability while sending our products to you. Your package is screened and goes through an extensive quality check so that we deliver the best to you. However, if you have received partial, void or damaged items through your order on our website directly, kindly contact the customer service team within 24 - 48 hours of the order delivery. Please keep a note of the following:
1. Do not use the products
2. Take proper snapshots of the products
3. Keep the invoice copy with you
If, however, the order is placed through an online marketplace, please raise the issue directly with respective marketplace’s customer service team. In such a case, NUTRAPREP PRIVATE LIMITED is not responsible for any damages caused.
