Return, refund & cancellation policy

NutriLux believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy: Cancellations will be considered only if the request is made within 3-5 days of placing the order. However, the cancellation request may not be entertained if the orders have been communicated to the vendors/merchants and they have initiated the process of shipping them. NutriLux does not accept cancellation requests for perishable items like flowers, eatables etc. However, refund/replacement can be made if the customer establishes that the quality of product delivered is not good. In case of receipt of damaged or defective items please report the same to our Customer Service team. The request will, however, be entertained once the merchant has checked and determined the same at his own end. This should be reported within 3-5 days of receipt of the products. In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within 3-5 days of receiving the product. The Customer Service Team after looking into your complaint will take an appropriate decision. In case of complaints regarding products that come with a warranty from manufacturers, please refer the issue to them. In case of any Refunds approved by the NutriLux, it’ll take 1-2 days for the refund to be processed to the end customer.

RETURN, REFUND & CANCELLATION POLICY

This Return, Refund and Cancellation Policy (“Policy”) applies to all purchases made from the official website and mobile application of NutriLux, a brand owned and operated by Snap2Kart (hereinafter referred to as “Company”, “we”, “our” or “us”).
The customer placing the order is referred to as “User”, “you” or “your”.

1. ORDER CANCELLATION, RETURN, REFUND & EXCHANGE

A. How to Raise a Request

Users may request order cancellation, return, refund, or exchange for NutriLux products by writing to care@nutrilux.in, subject to the terms of this Policy.

B. Eligible Requests

You may request:

Cancellation of an order before it has been shipped.
Refund if the product has not been delivered.
Return and refund or exchange if:
- The product is defective or damaged upon delivery
- The product received is materially different from what was ordered
- The product does not comply with applicable laws
- Delivery is delayed such that the product cannot be used as intended
- Delivery violates the User Agreement or applicable terms
Return due to change of mind, provided the product is unused, unopened, and in its original condition.

All returns and refunds are subject to applicable laws.

C. Non-Eligible Cases

Returns, refunds, or exchanges will not be accepted if:

The product has been used, opened, altered, or damaged after delivery
The request is initiated outside the timelines specified in this Policy
The product has been opened and causes any physical reaction or dissatisfaction due to personal preference (taste, flavour, etc.)
Required information or proof is not provided for investigation
The returned product does not match the product delivered

D. Approval Conditions

All return, refund, or exchange requests are subject to verification and approval by NutriLux at its sole discretion.

E. Return & Refund Timelines

Requests must be raised within the following timelines:

Same day of delivery: If the outer or inner packaging is open or the safety seal is broken
Within 2 business days: If the product is damaged, defective, or incorrect
Within 7 days: For all other eligible cases

Users may be required to provide:

A brief description of the issue
Clear photographs of the product and packaging
Any additional information requested to investigate the claim

Upon approval, NutriLux will arrange a reverse pickup and process the refund or exchange (subject to availability).

F. Return Shipping

Returned products must be securely packed and clearly labelled with the order number.
Approved returns are eligible for free reverse pickup.
NutriLux is not responsible for any product returned that was not purchased from us.

G. Refund Processing

Approved refunds will be processed within 15 business days from approval.
Cash on Delivery (COD) orders: Refunds will be made to the User’s bank account or NutriLux wallet, as opted by the User.
Online payments: Refunds will be credited to the original payment method used.
NutriLux shall not be liable for delays caused by banking systems, payment gateways, or other factors beyond our control.

2. ORDERS & CANCELLATION

A. Acceptance & Company-Initiated Cancellation

NutriLux may request additional verification before accepting an order.
Orders may be cancelled if suspicious or fraudulent activity is detected.
An order may be classified as “Suspicious” if it involves:
- Unusually large quantities
- Multiple orders delivered to the same address
- Drop-shipping behavior
- Invalid or incomplete address details
- Suspected commercial resale

Promotional vouchers used on cancelled suspicious orders may not be refunded.

B. High Fraud Risk Accounts

User accounts may be suspended or terminated if classified as High Fraud Risk, including but not limited to:

Invalid contact details
Failure to complete payment verification
Voucher misuse
Excessive return requests
Repeated compensation claims
Incorrect product returns

Any loyalty points, referral credits, or promotional benefits may be forfeited.

C. User-Initiated Cancellation

Orders cancelled before shipment are eligible for a full refund.
Orders already shipped cannot be cancelled and must follow the return process after delivery.

Return, refund & cancellation policy