NutraHub

Returns, Replacement & Refund Policy

Effective Date: June 2025  |  Last Updated: June 2025

You may request a return, replacement, or refund under the following circumstances:

Eligible Cases

•       Wrong product delivered

•       Damaged product received (broken, dented, or crushed packaging)

•       Product received with a broken, tampered, or missing seal

•       Expired product received

•       Missing items or accessories in the package

•       Product received in defective condition (manufacturing defect)

•       Product substantially different from the description or images on the website

•       Counterfeit or non-genuine product received

Due to health, hygiene, and safety regulations, NutraHub cannot accept returns in the following cases:

•       Products with opened, broken, or tampered seals (unless received in that condition)

•       Products that have been partially or fully used or consumed

•       Products returned without original packaging, labels, or invoice

•       Products physically damaged by the customer after delivery

•       Products purchased during clearance sales, flash sales, or special promotional events — unless damaged or incorrect

•       Returns based on taste, flavor, mixability, texture, or personal preference

•       Returns due to individual body reactions, allergies, or personal health outcomes

•       Change of mind after the product has been opened

•       Products gifted or transferred to a third party

•       International orders (unless delivered in damaged or incorrect condition)

For a return request to be reviewed and approved, all of the following conditions must be met:

•       The product must be completely unused and in its original condition

•       The original seal must be fully intact and undamaged

•       Original packaging, labels, batch number stickers, and invoice must be included

•       Batch number and product details must match NutraHub's records

•       Clear photos or videos showing the defect, damage, or discrepancy must be provided

•       The return request must be submitted within 7 days of delivery

•       The product must not have been tampered with or altered in any way

Follow these steps to initiate a return request:

•       Step 1: Contact our customer support team within 7 days of delivery via email or phone.

•       Step 2: Provide your Order ID, product name, reason for return, and clear photos/videos of the issue.

•       Step 3: Our team will review your request within 2–3 business days and communicate the decision.

•       Step 4: If approved, you will receive pickup instructions. Please ensure the product is securely packed in its original packaging.

•       Step 5: Once the product is received and inspected, refund or replacement will be processed.

NutraHub will endeavour to offer a replacement as the preferred resolution for:

•       Damaged or defective products

•       Manufacturing defects identified upon delivery

•       Incorrect products delivered (wrong SKU, flavor, or size)

•       Products with broken seals received at the time of delivery

Replacement availability is subject to current stock levels. If the exact product (same flavor, size, or batch) is unavailable, NutraHub will:

•       Offer an equivalent alternative product of equal value, or

•       Process a full refund to the original payment method

Refunds will be processed after:

•       The returned product is received at our warehouse and passes quality inspection, OR

•       Verified non-delivery, damaged-in-transit delivery, or wrong-product delivery is confirmed by our team

Approved refunds will be credited back to the original payment method used at the time of purchase. Refund to an alternate payment method or bank account is only available for Cash on Delivery orders.

Refund Timelines

Partial Refunds

Partial refunds may be issued in the following cases:

•       Only some items in a multi-product order are eligible for return

•       A product is returned in a condition not matching the original (minor wear due to inspection)

•       Promotional discounts or coupon codes applied at the time of purchase

Before Shipment

Orders can be cancelled free of charge before they are dispatched from our warehouse. To cancel:

•       Log in to your NutraHub account and navigate to My Orders

•       Select the order and click Cancel Order

•       Alternatively, contact support with your Order ID within 12 hours of placing the order

After Shipment

Once an order has been dispatched, cancellation is generally not possible. In such cases:

•       You may refuse delivery at the door and the order will be returned to us automatically

•       Alternatively, accept the delivery and raise a return request within 7 days

•       Refunds for post-shipment cancellations will be processed after the product is received and inspected

If you receive a package that appears to be damaged, tampered, opened, or resealed:

•       Do NOT accept the delivery if visibly damaged — refuse it and request the courier to mark it as 'Refused - Damaged'

•       If already accepted, take clear photographs and/or a video of the outer packaging and the product inside

•       Do not dispose of any packaging material, as it may be required during the claims process

•       Contact NutraHub customer support immediately with your Order ID and visual evidence

NutraHub sources all products exclusively from authorised distributors, direct brand partnerships, and verified suppliers. Every product listed on NutraHub is 100% genuine.

What we do to ensure authenticity:

•       All products are verified at the time of inward inspection at our warehouse

•       Batch numbers are cross-verified with brand records before dispatch

•       Tamper-evident packaging is used for high-value orders where applicable

If you suspect a counterfeit product:

•       Contact NutraHub support immediately with your Order ID and supporting evidence (photos, batch number)

•       Do not use the product until the matter is investigated

•       NutraHub will investigate and take appropriate action, including escalating to the brand

•       A full refund or replacement will be provided if the product is confirmed as non-genuine

For eligible returns, NutraHub arranges reverse pickup at no additional cost to the customer in most serviceable pin codes.

•       Reverse pickup is typically scheduled within 1–2 business days of return approval

•       Please ensure the product is securely packed in its original outer packaging before handover

•       If reverse pickup is not available in your area, you may be asked to self-ship the product to our warehouse

•       For self-ship returns, NutraHub will reimburse shipping costs up to INR 100 (subject to approval and valid receipt)

•       Use a trackable courier service for self-ship returns; NutraHub is not responsible for products lost in transit

Refunds will NOT be issued in the following scenarios:

•       Incorrect product selected by the customer at the time of purchase

•       Change of mind after opening or using the product

•       Dissatisfaction due to taste, flavor, smell, or texture preference

•       Failure to achieve personal health, fitness, or aesthetic goals

•       Adverse reactions due to undisclosed pre-existing medical conditions or allergies

•       Failure to follow recommended usage instructions on the product label

•       Products returned beyond the 7-day return window

•       Delayed deliveries caused by natural disasters, public holidays, strikes, or events beyond NutraHub's control

•       Order addresses that were incorrectly entered by the customer

If you are not satisfied with the resolution provided by our customer support team, you may escalate the matter as follows:

•       Level 1: Contact support via email at support@nutrahub.in with the subject line 'Escalation - [Order ID]'

•       Level 2: If unresolved within 5 business days, request to speak with a Senior Customer Experience Manager

•       Level 3: Unresolved disputes may be referred to the relevant consumer forum under the Consumer Protection Act, 2019 (India)

NutraHub reserves the right to update, modify, or revise this Returns & Refund Policy at any time without prior notice. Any changes will be effective immediately upon being published on our website.

Customers are advised to review this policy periodically. Continued use of NutraHub's services after policy updates constitutes acceptance of the revised terms.

For any return, refund, replacement, or cancellation request, please contact us with your Order ID and issue details:

NutraHub Customer Support

Email: support@nutrahub.in

Phone: [Your Customer Care Number]

Support Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST

Website: www.nutrahub.in