Refund policy

1. Policy Mandate

This document details the conditions governing returns, exchanges, and cancellations for items purchased through the pureandbetter.health platform. Given that our product line consists primarily of health, nutrition, and consumable supplements, strict quality assurance protocols dictate our replacement process.

2. Primary Replacement & Exchange Conditions

Purchases of health supplements and consumables are final once the security seal is compromised. We do not permit refunds or returns for used or opened products.

Replacement or exchange is strictly reserved for issues resulting from our internal or shipping processes, specifically:

  • Transit Damage: The product carton or container exhibits substantial damage upon delivery.

  • Manufacturing Defect: The product is demonstrably defective or unfit for consumption/use immediately upon opening.

  • Fulfillment Error: An item fundamentally different from your confirmed order was dispatched.

  • Missing Components: The delivered package is incomplete (e.g., missing a primary ordered item or specified accessory).

3. Reporting Timelines

All issues must be reported within the following mandatory periods from the official date of delivery:

Issue Type

Reporting Deadline

Key Condition

Damage, Defect, or Wrong Item Delivered

48 Hours (2 Business Days)

Essential for validating claims related to transit or immediate defects.

Voluntary Return (Unopened Product)

Seven (7) Calendar Days

Applies only if the item is absolutely unopened, unused, and its original protective packaging and security seals are fully intact.

Non-Delivery Inquiry

Fifteen (15) Calendar Days

To report an order that has not been successfully delivered.


4. Grounds for Ineligibility (No Return or Exchange)

A replacement or refund request will be declined if any of the following conditions apply:

  • Seal Breach: The product’s security seal, tamper-evident wrap, or inner protective foil has been broken or removed, or the product has been used.

  • Subjective Discomfort: Claims based on subjective issues such as flavor preference, desired outcomes, or minor, common physical adjustments (e.g., slight gastrointestinal discomfort) following product consumption are not grounds for return once the container is opened.

  • Customer Negligence: The product suffered damage or alteration while under the customer's care and possession post-delivery.

  • Inadequate Proof: Failure to submit mandatory information, such as high-resolution photographs or videos of the packaging, batch number, or damaged product, as required for a full investigation.

5. Initiation of Request and Contact Details

  1. Contact: To initiate a request for replacement or refund, you must first contact our Customer Care team.

  2. Contact Details: Please use the official channels below:

    • Email: reachus@pureandbetter.health

    • Phone: +91 6362699669

  3. Documentation: You must clearly state your Order Number and provide the required supporting visual evidence and a detailed description of the issue.

  4. Verification: Vitascend Health Private Limited will thoroughly investigate the claim. The final decision regarding the approval of a return, exchange, or refund rests solely with us.

  5. Reverse Logistics: If approved, a complimentary reverse pickup will be scheduled. The product must be packaged securely in the manner it was received.

6. Order Cancellation Policy

  1. Pre-Shipment: Orders can be cancelled for a full monetary reimbursement if the cancellation request is successfully placed before the shipment leaves our warehouse.

  2. Post-Shipment: Once the order is dispatched, it transitions into the delivery network and cannot be cancelled. The customer must receive the order and then initiate a return process under the Voluntary Return (Unopened Product) clause, provided all seal integrity conditions are met.

  3. Refusal Fee: Should a confirmed order be refused at the time of delivery, a deduction (up to ₹ 200) will be applied to any refund to cover the necessary forward and reverse logistics costs incurred by Vitascend Health Private Limited.

7. Refund Processing

For approved refunds, the amount will be processed within ten (10) to fifteen (15) business days of the product being received and inspected by our warehouse.

  • Prepaid Orders: Refunds will be credited back to the original method of payment (e.g., credit card, UPI).

COD Orders: Refunds for Cash on Delivery transactions will be processed through NEFT/IMPS to a bank account designated by the customer or credited to your pureandbetter.health account wallet.

 

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