Refund & Cancellation Policy

Cancellations before dispatch

You may cancel your order at any time before it has been dispatched from our warehouse. To cancel, message us on WhatsApp at +91 99599 93973 or email aratanutra@gmail.com with your order ID.

Once an order has been handed over to the courier or is marked as dispatched, it cannot be cancelled. If you no longer wish to receive the parcel, you may refuse delivery at the doorstep and it will be returned to us; a refund (less shipping if already incurred) will then be processed under the returns process below.

No returns on opened or used product (hygiene)

AETERNYX® is a sealed nutraceutical. For product-safety and hygiene reasons, we do not accept returns, exchanges or refunds on any strip whose foil seal has been broken, whose outer carton has been opened, or which shows any sign of use. This is consistent with Indian nutraceutical industry practice and with the applicable Food Safety and Standards regulations.

Change-of-mind returns on opened or partially-consumed product are not eligible under any circumstance.

Damaged, defective, tampered or wrong product

If the parcel you receive is damaged, defective, tampered with, or the wrong product, we will make it right. To claim, you must:

After we receive and inspect the returned item, we will either replace the product free of charge or refund the amount you paid (including original shipping) using the process described below. Reports made after 48 hours of delivery, or without an unboxing video for damage claims, may not be entertained.

1. Report the issue within 48 hours of delivery — email aratanutra@gmail.com or WhatsApp +91 99599 93973 with your order ID.
2. Provide an unboxing video that clearly shows the outer courier bag unopened, the AETERNYX® carton being taken out, and the issue you are reporting. Photos alone are not sufficient for damage claims; the video is required to protect against transit tampering.
3. Do not throw away the outer packaging, courier label, invoice or product — we may need them for the courier claim.
4. Wait for our confirmation before shipping anything back. Once we confirm, we will arrange a reverse pickup at our cost, or share a return address for you to send it to us.

Refund method and timeline

Once a cancellation or return is approved, refunds are credited to the original payment source (the card, UPI ID or wallet used at checkout). This is a requirement of the Payment and Settlement Systems Act, 2007 and Razorpay's settlement rules — we cannot refund to a different account or issue a bank transfer.

Refunds are initiated by us within 2 (two) working days of approval. It typically takes an additional 5–7 working days for the amount to appear in your account, depending on your card issuer or bank. You will receive an email confirmation with the Razorpay refund reference when the refund is initiated.

Shipping charges on refunds

Where the return is due to a fault on our side (damaged, defective, tampered or wrong product), the original shipping charge is fully refunded and reverse pickup is at our cost.

Where the parcel is refused at the doorstep for reasons unrelated to product fault, the shipping charge (if any) is non-refundable and only the product amount is refunded.