Return Refund Policy

This Return & Refund Policy is an integral part of our Terms of Use and Privacy Policy. By purchasing from our platform or affiliated channels, the User acknowledges and agrees to the following terms. These policies apply exclusively to direct sales made by the Company and are not applicable to purchases from third-party sellers.

The User must ensure that the shipping address and bank account details provided are accurate and complete. The Company shall not be held responsible for any delays or failed refunds arising due to incorrect or incomplete information provided by the User.

1. Return and Exchange Policy

1.1 Eligibility for Return or Exchange

• A Product may be returned or exchanged only in the following cases:
• Incorrect Product Delivered – The Product does not match the order confirmation.
• Manufacturing Defect – The Product has a defect due to production errors.
• Shipping Damage – The Product was damaged in transit.
• Mismatch with Product Description – The Product does not conform to the listed characteristics or agreed-upon features..

1.2 Conditions for Return and Exchange

• The Product must be returned within 10 working days from the date of delivery.
• The Product must be in its original condition, including packaging, invoice, and any accompanying freebies. Used items or those without an invoice are not eligible for return or exchange
• Exchanges, including size changes, are subject to availability. If an exchange is not possible, store credit will be issued.
• Store credit is valid for 12 months from the date of issuance and can be used for future purchases.
•  All returned products will undergo quality inspection. If approved, the refund will be processed to the original payment method.

1.3 Reporting Damaged Products

If a Product arrives damaged, the User must email a clear image of the damaged Product with the barcode to customercare@nutroots.com within 48 hours of delivery to qualify for an exchange.

2. Order Cancellation Policy

• Orders can only be cancelled before dispatch. Once dispatched, cancellation requests will not be entertained.
• The Company reserves the right to cancel an order after providing prior intimation. If cancelled by the Company, the full amount will be refunded to the User.

3. Refund Policy

3.1 Processing of Refunds

Refunds, if applicable, will be processed within 5-7 working days from:

1. Receipt of appropriate account details from the User (for cash refunds).

2. Receipt and successful inspection of the returned Product.

3.2 Important Refund Conditions

• Refunds will be issued only to the original mode of payment. No cash refunds will be provided, even if the original transaction was made in cash.
• Discounted purchases are non-refundable. Orders with applied discounts will not be eligible for refunds.
• Refunds are only applicable for purchases made via a registered account. Guest checkouts are not eligible.

3.3 Chargebacks (Return of Money to the User)

The User may request a chargeback only if:

• They meet the eligibility criteria for a refund.
• The Company fails to process the refund within the stipulated time.

For any further assistance, please contact our Customer Support Team at support@katanaergo.com