Need to Cancel? Sip Happens
Cancellations & Refunds Policy
1. Scope
This policy applies to all product orders placed through the TNC website. By placing an order, you agree that your rights and obligations in relation to cancellations and refunds are governed by this policy, in conjunction with our Terms & Conditions and Shipping Policy.
2. Order Cancellation
• You may cancel your order any time before dispatch, by notifying us at customer@thenutracompany.co.in with your order number.
• Once your order is dispatched, it cannot be cancelled; you may instead return the item under the returns process below, if eligible.
• Orders placed during promotion periods, pre-orders, or with negotiated pricing may have specific cancellation terms notified at time of purchase.
3. Returns Eligibility
• Returns are eligible only if the product is damaged, defective, or incorrect for your order, and you have informed us within 7 days of delivery.
• Please email shipping@thenutracompany.co.in with your order number, description of the issue, and photographs and unboxing video of the packaging and product.
• Individual sachets or opened units are not eligible for return unless the issue is a confirmed manufacturing defect or we shipped the wrong product.
4. Returns Process
• Upon receipt of your claim and photographic proof, we will issue you a Return Merchandise Authorisation (RMA) number if your claim is approved.
• You must ship the item back to us at your cost, within 5 business days of RMA receipt, in its original condition and packaging.
• Once we receive and inspect the item, we will process your refund or replacement within 10–15 business days.
5. Refunds
• Refunds will be issued using the same payment method you used to place your order, unless otherwise agreed.
• Refunds exclude any shipping charges (unless the return is due to our fault) and any payment gateway fees.
• The refund amount will be the value of the returned product excluding shipping, unless noted in our correspondence.
6. Order Replacements
• If you received an incorrect or defective product, we may offer a replacement instead of refund, at our discretion.
• If a replacement is issued, we will dispatch it within 1–2 business days of approving your claim.
7. Promotional/Discounted Orders
• Products purchased during promotions, bundles or with voucher codes may have special terms. Returns/refunds on such orders will reflect any discount applied and will not exceed the amount actually paid.
• Free gifts or bonus items included in the order are not eligible for separate refunds.
8. Non-Eligible Items
• Opened sachets, units consumed (even in part), or items damaged due to misuse are not eligible for return or refund.
• Products returned without approval or without an RMA number may be rejected and incur return shipping costs.
9. Chargebacks & Fraudulent Claims
• Any fraudulent or abusive claims may lead to cancellation of your right to return the product and/or future refusal of service.
• We reserve the right to seek recovery of costs in case of dishonest claims.
10. Changes to This Policy
We reserve the right to update or amend this policy at any time. The revised version will take effect when published on our website. Continued use of the website constitutes acceptance of the updated policy.
11. Contact Us
For all cancellation and refund queries please contact:
Support Email: shipping@thenutracompany.co.in