This Returns and Refunds Policy applies to all orders placed on nutriride.com and forms part of our Terms of Service. Nothing in it affects your rights under the Consumer Protection Act, 2019.
1. Return window
You have 5 days from the date of delivery to request a return.
2. Unboxing video requirement
To be eligible for a return or a refund you must provide an unboxing video of the sealed package. The recording must:
- begin before the outer seal is opened, with the package still sealed;
- show the AWB (airway bill) number on the shipping label clearly and legibly;
- continue, without cuts or edits, through opening the package and showing its contents.
A single continuous recording is required. We are not able to approve a return or refund request that is not supported by a qualifying unboxing video.
Why we ask for this. It is the one piece of evidence that distinguishes damage in transit, a missing item or an incorrect item from a claim we have no way to verify. With it we can usually approve a return immediately and without further questions.
3. Condition of the goods
In addition to the unboxing video, the item must be in the same condition in which you received it: unused, with its tags and seals intact and in its original packaging, together with the receipt or other proof of purchase. We cannot accept returns of used products or products whose seal has been opened, except where the product is defective or was damaged in transit.
Where an order included a free promotional item, that item must be returned with the order. If it is not returned, its value may be deducted from the refund.
4. Items that cannot be returned
- Products explicitly marked “final sale” or “clearance” on the product page at the time of purchase.
- Gift cards.
- Products that have been used, or whose seal has been opened, unless defective or damaged in transit.
An ordinary discount does not make a product final sale. Only products expressly marked as such at the time of purchase are excluded.
5. How to start a return
Email care@nutriride.com within 5 days of delivery with your order number, the full product name and flavour where applicable, the reason for the return, and your unboxing video. You may also call +91 73026 60295 or +91 70601 55576.
Please do not send anything back before we confirm the return. Items sent back without an approved return request cannot be accepted.
Once approved, we will arrange a pick-up where the service is available, or send you return instructions. Returns are received at: 6288/1, 6288/2, Ramapuram Colony, Shastri Nagar, Meerut, Uttar Pradesh 250004, India.
6. Damaged, defective or incorrect items
Please inspect your order on arrival. If an item is defective, damaged or not what you ordered, contact us immediately with your unboxing video so that we can evaluate the issue and put it right. In these cases we bear the cost of return shipping.
7. Exchanges
The fastest way to get the item you want is to return the one you have and, once the return is approved, place a separate order for the replacement.
8. Refunds
We will inspect the returned item and tell you whether the refund has been approved. Approved refunds are made to the original payment method within 10 business days of approval. For cash-on-delivery orders, refunds are made by bank transfer to an account you nominate.
Your bank or card issuer may take additional time to post the refund to your account. If more than 15 business days have passed since we told you a refund was approved and you have not received it, contact us.
9. Order cancellation
You may cancel an order at no cost at any time before it is dispatched by emailing us with your order number. Once an order has been handed to the courier it cannot be recalled and the returns process above applies.
10. Grievance redressal
If you are not satisfied with how a return or refund has been handled, write to our Grievance Officer at care@nutriride.com, +91 73026 60295 or +91 70601 55576. We will acknowledge within 48 hours and aim to resolve within 30 days.
