Refund & Return Policy for Herbal Nutraceutical Supplements (India)
Pranasutra Naturals is committed to customer satisfaction and transparency. Please read our Refund & Return Policy carefully to understand the terms under which refunds or exchanges are accepted.
1. Eligibility for Refunds
- Refund requests must be initiated within 10 days of receiving the product.
- Products must be unopened, unused, and in their original packaging.
- A valid invoice or proof of purchase is required for all refund claims.
2. Conditions for Returns
- Products that are opened, used, damaged, or tampered with will not be eligible.
- All original tags, boxes, seals, and packaging materials must be intact.
- Any free gifts or promotional items must be returned with the main product.
- Customized or personalized products are non-returnable unless defective.
3. Return Process
- Contact our Customer Support team via email, phone, or website to initiate a return and obtain a Return Authorization Number (RAN).
- Submit:
- Proof of purchase
- Reason for return
- Product condition details
- Return authorization form (provided online or by support)
- Return shipping is to be borne by the customer, unless the product was defective, incorrect, or damaged during delivery.
4. Inspection & Approval
- Once received, the returned item will undergo quality inspection.
- Customers will be notified via email regarding the approval or rejection of the refund request based on return conditions.
5. Refund Methods & Timeline
- Approved refunds will be processed via:
- Original payment method
- Store credit
- Replacement product
- Alternative product exchange
- Refunds are processed within 5–10 business days after approval.
- A refund confirmation email will be sent once processed.
6. Special Considerations
6.1 Health & Safety Clause
- If a customer experiences an adverse reaction, we offer:
- Immediate refund
- In-house expert consultation
- Product investigation
- Medical compensation (if applicable)
6.2 Quality Assurance
- Free replacement will be provided for:
- Manufacturing defects
- Damaged packaging
- Broken seals or contamination issues
7. Legal Compliance
- This policy is compliant with:
- Consumer Protection Act, 2019 (India)
- FSSAI and BIS regulations
- Transparent labeling of product ingredients and usage guidelines is maintained.
7.1 Dispute Resolution
- We offer:
- Internal grievance redressal
- Third-party mediation (if unresolved)
- Access to local consumer forums
8. Privacy & Data Security
- All customer information is handled in compliance with Indian data protection laws.
- Secure processing of refund data through encrypted systems.
9. Contact Us
If you have any questions or wish to initiate a return, please reach out to us:
- Email: support@pranasutranaturals.com
- Phone: +91 90922 35765
- Website: www.pranasutranaturals.com/refund-policy
Product Refund Rules in India
Refund and return policies in India are governed by both e-commerce practices and consumer protection laws, especially the Consumer Protection Act, 2019. These laws ensure fair treatment for consumers and set minimum standards sellers must follow.
1. General Refund Policy
- Time Frame: Most platforms allow returns/refunds within 7 to 15 days of receiving the product.
- Product Condition: Items must usually be unused, unopened, and in original packaging.
- Exceptions: Durable and semi-durable goods often have specific policies (e.g., 15-day window).
2. Legal Framework
- Consumer Protection Act, 2019 ensures that:
- Products must match their description and be fit for purpose.
- Consumers can claim a refund, replacement, or repair for defective or misrepresented goods.
- Sellers must disclose all terms clearly at the time of sale.
3. No Refund Policies
- Some products like perishables, personal care items, or custom-made goods may be non-returnable.
- Businesses can implement no-refund policies, but:
- These must be clearly communicated before purchase.
- They cannot override statutory rights granted by law.
4. Consumer Rights
Consumers have the right to:
- Return goods that are defective or not as advertised.
- Expect remedies that cannot be waived, even if terms suggest otherwise.
- Lodge complaints with the National Consumer Disputes Redressal Commission (NCDRC) in case of unresolved issues.
5. Practical Return Process
When requesting a refund or return:
- Contact customer service promptly.
- Follow platform-specific return steps (forms, return IDs, etc.).
- Repackage the product securely and as per instructions.
- Refunds are usually processed within 7 to 10 business days after return is accepted.
6. Key Considerations
- Refund rights are influenced by the contract terms agreed during the purchase.
- However, statutory rights take precedence over seller’s contract terms in the case of a conflict.
- Sellers are legally required to inform consumers of return/refund rules, including no-refund clauses.
Conclusion
Consumers in India are well protected under the law when it comes to refunds and returns, especially for online purchases. Knowing your rights helps avoid exploitation and ensures you can act if a product is defective, not as described, or not delivered in good condition