Refund & Cancellation Policy

At FitNFresh, we stand behind the quality of our products. If you are not completely satisfied with your purchase, this policy outlines the conditions under which you may request a cancellation or refund, how the process works, and what timelines to expect. Please read this policy carefully before placing an order.

1. Return & Refund Eligibility

A return or refund request is eligible if all of the following conditions are met:

• The request is raised within 7 days of delivery as recorded by the courier.
• The product is unopened, unused, and in its original sealed packaging with all seals and shrink-wrap intact.
• The original invoice (either printed or the PDF invoice emailed to you) is available.
• The product is not damaged due to misuse, improper storage, or tampering by the customer.
• The return reason is one of the following: wrong product delivered, product damaged in transit, manufacturing defect, or product significantly different from the description.

2. How to Cancel an Order

Orders can be cancelled before dispatch only. Once an order has been marked as "Shipped", it cannot be cancelled — you must wait for delivery and initiate a return.

Steps to cancel a domestic order:

1. 1 Log in to your account and go to My Orders.
2. 2 Open the order you wish to cancel and click "Request Cancellation".
3. 3 Select the reason for cancellation and submit your request.
4. 4 Our team will review and respond to your request within 24 business hours. You will be notified by email once the cancellation is approved or declined.

Note: Cancellation requests are not automatically approved. Admin review is required. If your order has already been packed or handed to the courier, we may not be able to recall it.

3. How to Raise a Return Request (Post-Delivery)

If you received a damaged, wrong, or defective product:

1. 1 Email us at support@fitnfresh.in within 7 days of delivery with your Order ID, a brief description of the issue, and clear photographs of the product and packaging.
2. 2 Our team will review your request within 2 business days and communicate the outcome.
3. 3 If approved, we will arrange a reverse pickup or ask you to ship the product back (return shipping is covered by us for eligible claims).
4. 4 Once the returned product is received and inspected, we will initiate your refund.

4. Refund Methods & Timelines

5. Non-Refundable Scenarios

Refunds will not be issued in the following circumstances:

• The product seal has been opened, broken, or tampered with.
• The return request is raised after 7 days from the date of delivery.
• The product shows signs of use, damage due to mishandling, or improper storage by the customer.
• The customer dislikes the taste, smell, or flavour of the product (as these are inherent properties of nutritional supplements).
• The order was placed based on incorrect personal interpretation of the product description or nutritional claims.
• The order was cancelled or returned after dispatch (except in cases of transit damage or wrong product delivered).
• International orders where the customer refused delivery or where the return is due to customs rejection caused by incorrect documentation provided by the customer.

6. Partial Refunds

In cases where only part of an order is eligible for return (e.g., one product in a multi-product order is damaged), a partial refund will be issued for the eligible item(s) only. The refund amount will be calculated based on the original item price paid, inclusive of applicable GST. Shipping charges are non-refundable unless the return is due to our error (wrong product, transit damage, or manufacturing defect).

7. Disputes & Escalations

If you are not satisfied with the outcome of your refund or cancellation request, you may escalate the matter by emailing support@fitnfresh.in with your Order ID and a summary of the issue. We aim to resolve all escalations within 5 business days. Our decisions, once communicated after escalation review, are final. Disputes not resolved through this process shall be subject to the jurisdiction of the courts of Maharashtra, India, in accordance with our Terms of Service.