Refund Policy

GENERAL RETURN POLICY

Orders placed on www.xutrahealth.com are non-returnable and non-refundable once purchased and delivered. As our products are consumable wellness supplements intended for personal health use, we do not accept returns of opened, used, or consumed products under any circumstances.

DAMAGED OR DEFECTIVE PRODUCTS

We are committed to delivering products in perfect condition. If your order arrives damaged or defective due to transit issues, we offer a full replacement subject to the following conditions:

Eligibility Criteria:

• Damage must be reported within 48 hours of delivery

• Original packaging, seals, and product must be intact and unused

• A photo or video of the damage must be provided

• Damage must be clearly attributable to shipping/handling, not misuse or tampering

Replacement Process:

1. Contact our customer care team at connect@xutrahealth.com or call us immediately upon discovering the damage

2. Provide your order number, clear photographs/videos showing the damaged product and packaging

3. Our team will validate the claim and approve the replacement within 2-3 business days

4. Approved replacements will be dispatched at no additional cost to you

Returns Assessment: All return requests will be evaluated on a case-by-case basis. If a return is approved (at our sole discretion), the final refund amount will account for both original shipping charges and reverse pickup costs, which will be deducted from the refund value.

CANCELLATION POLICY

Pre-Shipment Cancellations:

• If you wish to cancel your order before it has been shipped, please contact us immediately at connect@xutrahealth.com or (+91 9719993450) 

• Cancellation requests must include your order number and registered email/phone number

• Once approved, refunds will be processed to your original payment method within 10 business day.

Post-Shipment Cancellations:

• Orders cannot be cancelled once shipped

• Tracking information will be provided via email/SMS once your order is dispatched

• We recommend monitoring your shipment status to avoid missed deliveries

Refund Timeline: Approved refunds for cancelled orders will be credited back to the original payment source (credit/debit card, net banking, wallet, UPI, etc.) within 10 business days from the date of cancellation approval. Please allow additional time for your bank or payment provider to process the credit to your account.

ALLERGEN DISCLAIMER & CONSUMER RESPONSIBILITY

Important Product Information:
Certain products sold by Xutra contain ingredients derived from fish and marine sources. Additionally, all our products are manufactured in facilities that also process milk, soy, tree nuts, and other common allergens.

Your Responsibilities:

By purchasing from Xutra, you expressly acknowledge and agree that:

1. Due Diligence: It is your sole responsibility to carefully review the complete ingredient list, nutritional information, and allergen warnings displayed on product pages and packaging before making a purchase.

2. Individual Variability: Individual responses to nutritional supplements vary significantly based on personal health conditions, genetic factors, pre-existing allergies, sensitivities, current medications, and other unique physiological factors.

3. Medical Consultation: You are solely responsible for consulting with a qualified healthcare professional or registered dietitian before using our products, especially if you:

• Have known food allergies or sensitivities

• Have pre-existing medical conditions

• Are pregnant, nursing, or planning pregnancy

• Are taking prescription medications or other supplements

• Are under 18 years of age

4. Assumption of Risk: You assume all risks associated with the purchase, storage, and consumption of our products.

Non-Refundable Conditions:

The following situations are expressly excluded from our return and refund policy:

• Opened or Used Products: Once the product seal has been broken, or the product has been opened, consumed, or used in any manner, it becomes permanently non-returnable and non-refundable.

• Allergic Reactions or Adverse Effects: No refunds, returns, replacements, or exchanges will be provided for products that cause allergic reactions, sensitivities, digestive discomfort, adverse effects, or any negative individual response.

• Subjective Dissatisfaction: Products cannot be returned due to personal dissatisfaction with taste, texture, flavor, smell, perceived efficacy, or results after the product has been opened or consumed.

• Change of Mind: Post-purchase change of mind or buyer's remorse does not qualify for returns or refunds once the order has been delivered.

Pre-Purchase Support:

We strongly encourage customers to contact our support team at connect@xutrahealth.com with any questions regarding ingredients, allergens, dosage, or product suitability before completing your purchase.

FORCE MAJEURE

Xutra Health shall not be held liable for any delays or failure in delivery or performance arising from events beyond its reasonable control, including but not limited to courier or logistics disruptions, natural disasters, regulatory restrictions, internet or system outages, strikes, or acts of government authorities. In such circumstances, Xutra Health will make reasonable efforts to notify affected customers and resume normal operations as soon as possible.

 LIMITATION OF LIABILITY

By completing your purchase on www.xutrahealth.com, you acknowledge and agree that:

Xutra health, affiliates, directors, officers, employees, agents, manufacturers, suppliers, and distributors shall not be held liable for any direct, indirect, incidental, consequential, special, punitive, or exemplary damages arising from:

• Allergic reactions or adverse health effects resulting from product consumption

• Individual sensitivities or intolerances to ingredients

• Interactions with medications, supplements, or pre-existing health conditions

• Failure to achieve desired results or perceived lack of efficacy

• Any health-related consequences resulting from use, misuse, or discontinuation of our products

This limitation of liability applies to the fullest extent permitted under applicable Indian law, including but not limited to the Consumer Protection Act, 2019.

ACCEPTANCE OF TERMS

Your purchase from Xutra constitutes your explicit acceptance of this Returns, Refunds & Cancellation Policy in its entirety. If you do not agree with any provision of this policy, please do not purchase or use our products.

MARKETPLACE PURCHASES

Orders Placed Through Third-Party Marketplaces:

If you have purchased Xutra products through third-party e-commerce platforms or marketplaces (including but not limited to Amazon, Flipkart, Nykaa, or any other online retail partner), please note the following:

Primary Responsibility:

• All returns, refunds, cancellations, replacements, and order-related concerns for marketplace purchases must be raised directly with the respective marketplace platform where the purchase was made

• Each marketplace has its own independent returns, refunds, and customer service policies that govern transactions completed on their platform

• Xutra has limited ability to directly process returns, refunds, or replacements for orders placed through third-party marketplaces, as these transactions are subject to the marketplace's terms and conditions

Our Support Commitment:

• While we are happy to assist marketplace customers to the best of our abilities with product-related queries, ingredient information, or usage guidance, we cannot guarantee resolution of order-specific issues (returns, refunds, delivery concerns, order modifications)

• For fastest resolution of marketplace order issues, we strongly recommend contacting the marketplace customer service team directly through their official channels

• If you require our assistance with a marketplace order, please contact us at connect@xutrahealth.com  with your marketplace order details, and we will attempt to coordinate with the platform on your behalf, though we cannot guarantee any specific outcome

Applicable Policies: For products purchased through third-party marketplaces, the marketplace's returns, refunds, and cancellation policies shall take precedence over Xutra’s policies outlined on this page. We recommend reviewing the specific marketplace's terms and conditions before completing your purchase.

Direct Purchase Benefits: To enjoy the full benefits of our customer service, direct support, and policy terms, we encourage you to purchase directly from www.xutrahealth.com.

CONTACT INFORMATION

For any queries regarding returns, refunds, cancellations, or product information:

Email: connect@xutrahealth.com
Phone:+91 9719993450
Business Hours: Monday to Saturday, 10:00 AM - 6:00 PM IST

POLICY MODIFICATIONS

Xutra reserves the right to modify, update, or change this policy at any time without prior notice. Any changes will be effective immediately upon posting to our website. Continued use of our website and purchase of products following such changes constitutes acceptance of the revised policy.