Refund policy

This Return & Refund Policy explains your rights and our process for returns, refunds, replacements and cancellations when you buy from our website/app. It is written to comply with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 (and related guidance). 

1) Key legal points you should know (short)

  • We publish this policy and all mandatory disclosures as required under the Consumer Protection (E-Commerce) Rules, 2020. 

  • If you make a complaint, our grievance officer will acknowledge it within 48 hours and we aim to resolve it within one month, as required by the Rules. 

  • Refunds will be effected as required by applicable banking/regulatory requirements (including RBI timelines for payment-system reversals). Accepted refunds will be paid to the original payment method unless otherwise stated. 

2) When you can ask for a return / refund

We accept returns, replacements or refunds if any of the following apply:

  • The product is damaged, defective, or not as described on the website.

  • The product delivered is not the product you ordered (wrong item / wrong variant).

  • The product was delivered after the guaranteed delivery date (unless delay is caused by force majeure). 

Time limits: Unless a specific product page states otherwise, you must initiate a return request within [X] calendar days of delivery (common market windows are 7 / 14 / 30 days — choose the window you prefer and insert here). For certain categories (perishables, opened personal care, intimate goods, software/digital products) returns are not permitted — these exceptions will be clearly marked on the product page.

3) Mandatory unboxing video (our process — please follow carefully)

To make a return request valid for inspection we require a complete unboxing video as follows:

  1. Start recording before you open the outer courier bag/box. Show courier seal, AWB/order number, product packaging and all external seals/tapes.

  2. Do not remove any inner seals, tapes, stickers or papers until the video shows them intact. If you remove packaging before recording, we may not accept the return claim.

  3. Show the product(s), accessories and invoice clearly in the video, and demonstrate the defect/damage (if applicable). Speak the order number and date aloud in the video.

  4. Upload/send the full video (not clips) to returns@[yourdomain].com (or via the return request flow on our site) within 48 hours of delivery.

This video helps speed up assessment and prevents disputes about condition at delivery.

4) Our review & timelines (your exact case)

  1. Send the unboxing video + return request: After you send the video and required details, we will acknowledge receipt.

  2. Review period: We need 4–5 working days to review the video and supporting details. If we need additional information we will request it by email.

  3. Decision & next steps: If we confirm the claim is valid, we will send a confirmation email with either: (a) authorization for return pick-up / shipping label, or (b) confirmation of replacement.

  4. Fulfillment of refund or replacement: After our confirmation, we will process the return/refund/replacement within 10 working days (product pickup, inspection, logistics and payment-system processing included).

    • Replacement shipments are usually dispatched within this timeline; for refunds we will credit the original payment method.

    • If the refund is to a card/netbanking/UPI, actual credit depends on your bank/payment provider (RBI/payment network rules apply). 

Total expected maximum (typical): up to ~15 working days from your initial return request in validated cases (4–5 days review + up to 10 working days to complete return/refund), unless stated otherwise on the product page or agreed by email.

5) Who pays return shipping?

  • If the return is for a defect/wrong item/not as described or late delivery: we will bear the reasonable return shipping costs.

  • If the return is “change of mind” (no defect, customer simply wants to return): return shipping and pickup fees will be charged to the customer, unless we explicitly offer free returns on that product page.

We will disclose any restocking fees or deduction (if applicable) on the product page before purchase. Note: under the E-Commerce Rules, return/shipping cost info must be available to consumers. 

6) Condition of returned item

To be eligible for a full refund or replacement, the item must be returned in:

  • Original condition (except for the shown defect), with all tags, manuals, accessories and invoice; and

  • Original packaging and seals (unless seals were damaged and that is the reason for return, which must be shown in the unboxing video).
    If items are returned with missing accessories, signs of use unrelated to the defect, or tampered packaging, we reserve the right to partially deduct value or reject the return. We will notify you by email with inspection findings and proposed resolution.

7) Refund method and timelines

  • Refunds are made to the original payment method wherever possible. If that is not available, we will offer store credit or bank transfer (with your written consent).

  • Refund initiation will be completed within 10 working days after we confirm the return; actual time to reflect in your account depends on the payment provider / bank. High Court of Tripura

8) Cancellation & pre-shipment changes

  • If you cancel before the order is shipped, we will refund the full amount immediately (or as per payment provider timelines).

  • If you request cancellation after shipment, the regular return process applies (including shipping charges if cancellation is change-of-mind).

9) Non-returnable items (examples)

  • Perishable goods (food, certain supplements with short shelf life) unless delivered damaged.

  • Sealed personal/health items once opened (for hygiene reasons) — unless defective on delivery and proven by unboxing video.

  • Downloadable / digital goods, gift cards, software license keys once delivered/activated.
    Any exceptions will be displayed on the product page.

10) Fraud prevention & evidence

We reserve the right to investigate suspected fraud. If evidence (including the unboxing video) indicates misuse, staged damage, or tampering, we may decline the claim and may take further action (including suspension of account and pursuing recovery for fraudulent claims). We will always share the decision and basis with you by email.

11) Grievance officer & escalation

As required under the E-Commerce Rules, we have appointed a grievance officer:

Grievance Officer: A K SURYA 
Email: akoutboxnutrtion@gmail.com 
Phone: 9042313976
We will acknowledge grievances within 48 hours and aim to resolve within one month. 

12) How other companies commonly handle returns (market practices)

  • Return windows: 7–30 days depending on category (apparel often 7–14 days; electronics often 7–30 days).

  • Free returns for defects / paid returns for change of mind.

  • Instant refunds (in some marketplaces) where refund is initiated before return pickup, then adjusted if the returned item fails inspection.

  • Pickup-based returns where logistics partners collect the item from your address at no extra cost for defective items.

  • Requirement for photo/video proof to speed up inspection (many sellers request photos; a full unboxing video is stricter but increasingly used to reduce disputes).
    Use these market norms as reference when deciding your window, pickup options and whether to offer instant refunds or not.

13) Sample short version to display on product pages

30-day money-back guarantee (exceptions apply). If the product is damaged, defective or not as described, record the full unboxing (do not remove seals) and email the video to returns@[yourdomain].com within 48 hours. We will review within 4–5 working days and complete replacement/refund within 10 working days after confirmation. See full policy for details and exceptions.

14) Final legal note

This policy is governed by applicable Indian laws including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. We may update this policy to comply with legal or regulatory changes; the latest version will appear on our website with an effective date.