When we will help
This policy separates a change of mind from a problem with the goods you received. It does not remove rights available under Indian consumer law.
- A product arrives damaged, leaking, with a broken/tampered seal, or otherwise unsafe.
- You receive the wrong product, an incomplete order, expired goods, or goods materially different from their description.
- A defect or quality problem becomes apparent after opening. Opening a product does not automatically cancel a legitimate defect claim.
- An order is not delivered, or a delivery delay gives rise to a refund or other remedy under applicable law.
Change of mind and food safety
We do not accept change-of-mind returns of food products, whether opened or unopened, including returns based only on a preference about taste, smell or expected results. This restriction does not apply to defective, unsafe, wrong, expired or misdescribed goods.
For a product problem, keep the affected item and packaging where safe to do so and stop using it. Do not send an opened food product back until we provide instructions.
How to raise an issue
Contact marketing@nutrifend.com with your order number and a short description. Do not send card details, CVV, passwords, OTPs or UPI PINs.
- Include the order number, the product affected, when it arrived and a short explanation.
- Photographs of the item, pack label, batch/date details and delivery packaging can help us assess the issue.
- Please record and provide an unboxing video for visible transit damage, missing items, tampered seals or a wrong product. If a video is unavailable, explain why and send other available evidence; a legitimate defect or consumer-rights claim will not be automatically rejected solely for a missing video.
- Report visible damage or a wrong item promptly. A suggested 72-hour reporting target is for faster investigation, not a blanket cutoff for hidden defects or statutory rights.
An unboxing video is requested for delivery-related claims. A defect that becomes apparent only after opening will be assessed using appropriate evidence. Keep the batch details, packaging and photos where available.
Assessment, replacement and return shipping
We will review the information fairly and may request details reasonably needed to understand the problem. If a return is necessary, we will provide pickup arrangements or an approved return method and address.
For an accepted seller/product fault, Nutrifend covers reasonable return shipping and offers an appropriate replacement or refund. A replacement depends on availability and your agreement. Store credit is not a compulsory substitute for a refund that is due.
Where it is unsafe or impractical to return a food item, we will explain whether photos, collection or safe disposal is appropriate. Do not discard evidence before contacting us unless keeping it poses a safety risk.
Cancelling an order
Request cancellation before dispatch using the order number. If the parcel has not been handed over, cancel and refund the amount paid without a cancellation fee. If dispatch has already occurred, we will explain the available options under this policy and applicable law.
If Nutrifend cancels because the product is unavailable or the order cannot be fulfilled, the amount due will be refunded. No substitution or new charge will be made without your agreement.
How refunds are handled
Approved prepaid refunds go to the original payment method where supported. For an eligible COD refund, we will agree a suitable bank/UPI transfer method and collect only the details needed to send it. You will not be asked to pay a fee or disclose an OTP, PIN or CVV to receive a refund.
- Complaint acknowledgement
- Within 48 hours. We will explain any information needed to assess the claim.
- Refund initiation after approval
- Within 5 working days. Bank/payment-provider credit time is separate.
- Bank / payment-provider credit
- The provider may take additional time after initiation. We will share a refund reference for follow-up.
For an accepted product or fulfilment fault, the refund must include charges due to you under applicable law. A partial-order refund will identify the affected items and any applicable delivery-charge adjustment. The outcome and amount will be explained.
If your issue is unresolved
Reply with your order and complaint references to marketing@nutrifend.com. Vaishnav Babu K handles grievance and privacy enquiries through the Contact page details.
Consumer complaints must be acknowledged within 48 hours and resolved within one month under the applicable e-commerce rules. This does not replace a shorter refund-processing deadline required by law or the payment system.
You may also use the National Consumer Helpline or an appropriate consumer forum. You do not give up those rights by contacting Nutrifend.