Refund policy
Return & Refund Policy – Vitantra Naturals
1. Introduction
At Vitantra Naturals, customer satisfaction is our priority. We take utmost care in delivering authentic Ayurvedic and natural products that meet high standards of quality, hygiene, and safety. However, due to the nature of our products, we maintain a strict yet fair return and refund policy. This document outlines the conditions under which returns, replacements, and refunds are processed.
By placing an order on our website, you agree to the terms described below.
2. Eligibility for Returns
You may request a return under the following conditions:
You have received a wrong product (different SKU from what was ordered).
You have received a damaged or defective product (broken seal, leakage, tampered packaging).
You have received a product that has expired or is close to expiry at the time of delivery.
To be eligible for a return, you must notify us within 48 hours of delivery by sending an email or WhatsApp with clear photos or videos as proof.
3. Conditions for Return
The product must be unused, unopened, and in its original packaging.
The product must be accompanied by the original invoice/bill.
Products purchased during promotions, clearance sales, or offers are not eligible for return unless defective.
Partial returns are accepted if only some items in an order are defective.
4. Non-Returnable Items
For safety, hygiene, and regulatory reasons, the following items are non-returnable:
Products that have been opened, used, or tampered with.
Products damaged due to improper storage or handling by the customer.
Personal care items such as oils, creams, juices, or supplements that have been opened.
Products purchased under discounted bundles or promotional offers.
5. Return Procedure
Raise a Request – Contact us within 48 hours of delivery with proof of issue.
Verification – Our quality team will verify your claim through shared images/videos.
Approval – Once approved, you will receive return instructions.
Pick-up – A courier partner may be assigned to collect the item, or you may need to ship it back to us at your own expense (depending on location).
Inspection – Returned products will be inspected at our facility.
Decision – Based on inspection, a replacement or refund will be initiated.
6. Refund Process
Approved refunds will be credited to the original payment method within 7–10 business days.
For Cash on Delivery (COD) orders, refunds will be processed via bank transfer or UPI.
Refund timelines may vary depending on your bank or payment provider.
Shipping charges, COD charges, and handling fees are non-refundable unless the return is due to our error.
7. Replacement Policy
Instead of a refund, customers may request a replacement under the same eligibility conditions.
Replacements will be provided subject to stock availability.
If the product is out of stock, a refund will be initiated.
8. Order Cancellations
Orders can be cancelled before dispatch by contacting our customer support team.
Once dispatched, cancellation is not possible. In such cases, the return process must be followed after delivery.
9. Delayed or Missing Refunds
If you have not received your refund within 10 business days:
First, check your bank account/UPI app.
Then, contact your payment provider or bank, as processing delays may occur.
If you still do not receive your refund, contact us at our official email or helpline.
10. Customer Responsibilities
Ensure that you provide the correct delivery address and remain available during delivery attempts.
Carefully check the product upon delivery and report any issue immediately.
Retain all packaging material, invoices, and product seals until the return process is completed.
11. Shipping Costs for Returns
If the return is due to our error (wrong, damaged, or expired product), we will bear the shipping costs.
If the return is initiated for reasons such as personal dislike, change of mind, or refusal to accept, the customer will bear the shipping cost.
12. Dispute Resolution
Any disputes arising under this Return & Refund Policy will first be attempted to be resolved amicably.
13. Policy Updates
We reserve the right to update or modify this policy at any time. Updates will be posted on our website with a revised effective date. Customers are encouraged to review the policy regularly.
14. Contact Information
For queries, complaints, or return/refund requests, contact:
Vitantra Naturals
Proprietor: Mr. Rishav Saha
Address: Holding No: 3R-5-1, 3R - Flat - 5/1, Purbachal Phase 2, Salt Lake City, Sector - 3, P.O: Purbachal SO, P.S: Bidhannagar South, District: North 24 Parganas, Pincode: 700097
