Refund policy

RETURN, REFUND & REPLACEMENT POLICY

Effective Date: 11 September 2026
Last Updated: 11 September 2026

1. BUSINESS DETAILS

Legal Proprietor: Ashwin B. Kukadiya
Business / Brand Name: NutriFreeze Natural’s
Brand Positioning: NutriFreeze Natural’s – Simply Natural
Business Structure: Sole Proprietorship
Website: www.nutrifreezenaturals.com
Business Address: 16, White House Residency, Surat, Gujarat, India
Email: nutrifreezenaturals@gmail.com
Phone: +91 8780936953

2. PURPOSE OF THIS POLICY

NutriFreeze Natural’s sells food products, including freeze-dried fruits, fruit-based products, powders and other food products.

Because our products are food items intended for human consumption and are sensitive to moisture, humidity, air exposure, contamination and improper handling, our return and refund process is necessarily different from that applicable to ordinary non-food products.

The integrity of the original packaging is important to maintaining the quality, safety, shelf life, texture, aroma and other characteristics of our products.

Accordingly, this Policy establishes the conditions under which NutriFreeze Natural’s may accept a return, replacement or refund.

This Policy is intended to protect both customers and NutriFreeze Natural’s while maintaining appropriate food-safety standards.

3. GENERAL RETURN WINDOW

A customer must notify NutriFreeze Natural’s of an eligible return, refund or replacement issue within 3 calendar days from the date on which the order is shown as delivered by the applicable delivery/courier service.

The date recorded as delivered in the applicable shipment or delivery record shall ordinarily be treated as the delivery date for calculating the return period.

Requests received after the expiry of the 3-calendar-day period may be rejected, except where applicable law requires otherwise.

Example:

If an order is delivered on 10 September:

Day 1: 10 September
Day 2: 11 September
Day 3: 12 September

A return/refund request should therefore ordinarily be submitted no later than 12 September.

4. FOOD-SAFETY AND PACKAGING CONDITION

Because NutriFreeze Natural’s products are food products, only products that remain unopened, unused and in their original intact packaging will ordinarily be eligible for a return.

For a product to qualify for return, the following conditions should generally be satisfied:

The original product packaging must remain intact;
The primary food package must not have been opened;
The pouch/seal must not have been cut, punctured, torn or tampered with;
The product must not have been consumed or partially consumed;
The product must not have been transferred to another container;
The product must not have been exposed to air, moisture, humidity or contamination;
The original labels must remain attached and readable;
The batch/lot information should remain identifiable;
The product should be in substantially the same condition as delivered;
The customer must be able to return the product safely if a physical return is requested.

5. WHY OPENED FOOD PRODUCTS GENERALLY CANNOT BE RETURNED

Freeze-dried food products are highly sensitive to environmental exposure.

Once the original sealed packaging is opened, the product may be exposed to:

Atmospheric moisture;
Humidity;
Air;
Dust;
Microbial contamination;
Improper storage conditions;
Handling contamination;
Changes in texture;
Changes in aroma;
Changes in quality;
Other environmental conditions outside NutriFreeze Natural’s control.

Once a food package has been opened, NutriFreeze Natural’s may be unable to reliably determine whether any subsequent change in the product occurred before or after opening.

For this reason, opened, consumed, partially consumed, unsealed, punctured, damaged or improperly stored food products are generally not eligible for return or refund, except where a remedy is required by applicable law or where NutriFreeze Natural’s determines that the issue arose before delivery.

6. ELIGIBLE REASONS FOR RETURN / REFUND / REPLACEMENT

Subject to the conditions of this Policy and applicable law, a customer may contact us regarding a product that:

A. Arrived damaged

Where the product or its packaging was damaged during transportation to an extent that materially affects the product or its safety.

B. Arrived with compromised packaging

Where the customer receives a package that appears to have been:

Opened;
Torn;
Punctured;
Unsealed;
Tampered with;
Materially damaged.

C. Wrong product delivered

Where the product delivered is materially different from the product ordered.

D. Missing product

Where a paid product is missing from the delivered order.

E. Defective or deficient product

Where a product is genuinely defective, deficient or otherwise materially fails to conform to the description or agreed characteristics, subject to verification.

F. Material mismatch

Where the product supplied materially differs from the product description, ordered variant or agreed specification.

G. Other legally recognized grounds

Where applicable law requires a return, replacement, refund or other remedy.

7. CONDITIONS FOR CLAIMING A RETURN

For efficient investigation, the customer should contact us within the 3-calendar-day return period.

The customer may be required to provide:

Order number;
Customer name;
Registered mobile number;
Registered email address;
Description of the problem;
Photographs of the outer shipping package;
Photographs of the product;
Photographs showing any damage;
Photographs of the seal;
Photographs of the batch/lot number;
Photograph of the expiry/best-before information;
Unboxing video, where available;
Other reasonable information required to investigate the claim.

NutriFreeze Natural’s may request additional information where reasonably necessary to determine whether a claim is genuine and whether the product qualifies for a remedy.

8. UNBOXING VIDEO RECOMMENDATION

For high-value, multiple-product, gift-box or combo orders, customers are strongly encouraged to record a continuous unboxing video from the time the shipping package is opened until the products have been inspected.

An unboxing video may assist us in determining:

Whether the package was damaged before opening;
Whether products were missing;
Whether the wrong product was supplied;
Whether packaging was compromised during transit.

However, the absence of an unboxing video will not by itself automatically eliminate a customer's statutory rights or a legitimate claim.

9. PHOTOGRAPHIC / VIDEO EVIDENCE

Where a claim concerns visible damage, missing products, incorrect products, tampering or packaging defects, photographic or video evidence may be requested.

Evidence should preferably show:

The outer shipping package;
Shipping label;
Product packaging;
Seal;
Batch/lot number;
Best-before/expiry information;
Nature of the damage or discrepancy.

Evidence should be clear enough to allow reasonable assessment of the claim.

10. RETURNS OF OPENED FOOD PRODUCTS

Except where required by applicable law or where NutriFreeze Natural’s determines that the product was defective, contaminated or otherwise non-conforming before opening, opened food products will generally not be accepted for return.

This includes products that have been:

Opened;
Partially consumed;
Fully consumed;
Transferred to another container;
Resealed;
Exposed to moisture;
Exposed to air for an extended period;
Stored improperly;
Mixed with other food;
Altered or handled in a manner that prevents reliable inspection.

11. DAMAGED OR TAMPERED SHIPMENTS

Customers are advised to inspect the outer package and product packaging promptly after delivery.

If the package appears:

Severely damaged;
Wet;
Open;
Torn;
Punctured;
Tampered with;

the customer should photograph the condition before discarding the packaging and contact NutriFreeze Natural’s as soon as reasonably possible and within the applicable 3-day reporting period.

Where a delivery partner's handling appears to have caused damage, NutriFreeze Natural’s may investigate the shipment with the relevant courier/logistics provider.

The use of an independent courier does not, by itself, remove any remedy available to a customer under applicable law.

12. PRODUCTS THAT CANNOT ORDINARILY BE RETURNED

Subject to applicable law, the following products will ordinarily not qualify for return merely because the customer has changed their mind, does not like the taste, texture or aroma, ordered the wrong quantity, or no longer wants the product:

Opened food products;
Partially consumed food products;
Consumed food products;
Unsealed food products;
Products with broken or damaged primary seals caused after delivery;
Products exposed to air or moisture after delivery;
Products transferred to another container;
Products damaged due to improper storage;
Products damaged due to customer handling;
Products returned after the 3-day return period;
Products returned without sufficient identifying information;
Products altered after delivery.

13. CHANGE-OF-MIND RETURNS

Because NutriFreeze Natural’s primarily sells food products, change-of-mind returns are generally not accepted.

Examples include:

“I no longer want the product.”
“I ordered too many.”
“I ordered the wrong flavour.”
“I do not like the taste.”
“I expected a different texture.”
“I changed my mind after ordering.”
“I found another product.”
“The product does not suit my personal taste.”

This provision is subject to any mandatory rights available under applicable law.

14. TASTE, TEXTURE, COLOUR AND NATURAL VARIATION

NutriFreeze Natural’s products are made from natural food ingredients.

Natural products may exhibit reasonable variation in:

Colour;
Size;
Shape;
Texture;
Aroma;
Taste;
Appearance.

Such reasonable natural variation does not automatically constitute a defect.

Similarly, freeze-dried products may have a texture and appearance that differ from fresh fruit because of the freeze-drying process.

A return or refund will not ordinarily be provided solely because the customer expected the natural product to have a different appearance, texture, aroma or taste, provided that the product conforms to its stated characteristics and applicable standards.

15. STORAGE-RELATED CLAIMS

Customers are responsible for following the storage instructions displayed on the product packaging.

Where a customer opens a product and subsequently stores it improperly, exposure to:

Humidity;
Moisture;
Heat;
Direct sunlight;
Air;
Contamination;

may affect the product.

NutriFreeze Natural’s will not ordinarily be responsible for deterioration caused by storage or handling occurring after delivery and outside our reasonable control, except where applicable law provides otherwise.

16. WRONG PRODUCT / MISSING PRODUCT

If you receive a product that you did not order or discover that a paid product is missing, please contact us within 3 calendar days of delivery.

Where our investigation confirms the issue, we may, at our discretion and subject to applicable law:

Send the correct product;
Send the missing product;
Provide a replacement;
Provide a refund for the affected item;
Provide another legally appropriate remedy.

Where a wrong product has been delivered, we may request that the item remain unopened and intact until return instructions are provided.

17. REPLACEMENT

Where a replacement is approved, NutriFreeze Natural’s may provide a replacement product of the same or equivalent value, subject to availability.

If the same product is unavailable, we may discuss an alternative remedy with the customer.

Where a refund is legally required or otherwise approved, the refund will be processed in accordance with this Policy and applicable law.

18. REFUND ELIGIBILITY

A refund may be considered where:

A return is approved;
A wrong product was supplied;
A qualifying product was materially damaged before or during delivery;
A qualifying product was defective or deficient;
A paid product was not delivered;
A refund is otherwise required by applicable law;
NutriFreeze Natural’s voluntarily approves a refund following investigation.

Approval of one refund does not establish an obligation to provide refunds for unrelated future transactions.

19. REFUND METHOD

Approved refunds will ordinarily be processed through the original payment method or another legally permissible method reasonably determined by NutriFreeze Natural’s.

Where the original payment method cannot receive the refund, we may contact the customer to arrange an appropriate alternative method.

Customers should never provide:

ATM PIN;
UPI PIN;
Internet-banking password;
Card CVV;
OTP;

to NutriFreeze Natural’s or to anyone claiming to process a refund on our behalf.

20. REFUND PROCESSING TIME

Once a refund has been approved, the refund will ordinarily be initiated within a reasonable processing period.

The actual time for the funds to appear in the customer's account may depend on:

Razorpay;
The customer's bank;
Card network;
UPI provider;
Payment method;
Financial institution;
Other payment-processing systems.

NutriFreeze Natural’s does not control the processing time of an independent bank or payment provider after the refund has been initiated.

21. SHIPPING CHARGES

Where a return, replacement or refund is approved because the product was:

Wrongly supplied;
Defective;
Materially damaged before delivery;
Missing;
Otherwise eligible for remedy under applicable law;

NutriFreeze Natural’s will determine the appropriate treatment of shipping charges based on the circumstances and applicable law.

Where a return is not eligible under this Policy, shipping charges will ordinarily not be refundable.

22. RETURN SHIPPING

Where physical return of an eligible product is required, NutriFreeze Natural’s will provide return instructions.

Customers should not independently ship food products to an address unless specifically instructed by NutriFreeze Natural’s.

Where a return is approved, the customer may be instructed regarding:

Return address;
Courier method;
Packaging requirements;
Return documentation;
Collection arrangements.

23. INSPECTION OF RETURNED PRODUCTS

Where a physical return is required, NutriFreeze Natural’s may inspect the returned product before determining the final outcome.

Inspection may consider:

Packaging condition;
Seal condition;
Batch number;
Product identity;
Signs of opening;
Signs of tampering;
Moisture exposure;
Physical damage;
Product condition;
Evidence supplied by the customer;
Delivery records.

A return request does not automatically constitute acceptance of liability or automatic approval of a refund.

24. RETURN APPROVAL DOES NOT MEAN AUTOMATIC REFUND

Submission of a return request does not guarantee approval.

Each claim may be evaluated based on:

The nature of the complaint;
Time since delivery;
Product condition;
Packaging condition;
Evidence supplied;
Delivery records;
Batch information;
Applicable law;
Other relevant circumstances.

Where a claim is approved, the applicable remedy will be communicated to the customer.

25. CLAIMS THAT MAY BE REJECTED

Subject to applicable law, NutriFreeze Natural’s may reject a return/refund request where investigation reasonably establishes that:

The 3-day reporting period has expired;
The product was opened before the issue was reported;
The product was consumed;
The seal was broken after delivery;
The product was exposed to moisture or air after delivery;
The product was improperly stored;
The product was damaged by customer handling;
The wrong product was ordered by the customer;
The customer changed their mind;
The product was purchased from an unauthorized seller;
The claim cannot reasonably be verified;
The product does not correspond to the order claimed;
The customer has provided materially false or misleading information;
The issue arose after delivery due to circumstances outside NutriFreeze Natural’s reasonable control.

This provision does not exclude any remedy that cannot lawfully be excluded.

26. FRAUDULENT OR ABUSIVE RETURN CLAIMS

NutriFreeze Natural’s reserves the right to investigate suspicious, repetitive, fraudulent or abusive refund and replacement requests.

Examples may include:

Repeated false damage claims;
False claims of non-delivery;
Manipulated photographs;
False claims concerning missing products;
Repeated claims involving opened products;
Attempts to obtain both products and refunds improperly;
Deliberately damaging products after delivery;
Misrepresentation of product condition.

Where permitted by law, NutriFreeze Natural’s may refuse an illegitimate claim and may take appropriate action to protect the business against fraud or abuse.

Nothing in this section affects a customer's legitimate statutory rights.

27. PRODUCT SAFETY / QUALITY COMPLAINTS

If you believe that a food product may be unsafe, contaminated, adulterated or otherwise presents a genuine food-safety concern, do not consume the product.

Contact NutriFreeze Natural’s immediately and provide:

Order number;
Product name;
Batch/lot number;
Best-before/expiry information;
Photographs;
Description of the concern;
Other relevant information.

Customers should retain the product and its original packaging where reasonably possible until we provide further instructions.

Food-safety complaints may be investigated separately from ordinary return requests.

28. NATURAL FOOD CHARACTERISTICS

NutriFreeze Natural’s products may contain naturally occurring variations inherent in agricultural produce and food processing.

Reasonable variation in fruit size, shape, colour, aroma or texture does not necessarily constitute a manufacturing defect.

The product should be evaluated against its stated product description, packaging information and applicable food standards rather than against expectations based solely on photographs or representations of individual pieces.

29. PROMOTIONAL PRODUCTS, COMBOS AND GIFT BOXES

For combo packs, promotional packs and gift boxes, the return or refund assessment may apply to the affected product(s) and/or the complete order depending upon the nature of the issue.

Where one component of a combination pack is defective, damaged or incorrect, NutriFreeze Natural’s may determine the appropriate remedy based on the circumstances.

Promotional offers such as discounts, free products, bundles or special pricing may be subject to additional terms displayed at the time of purchase.

30. CANCELLATION BEFORE DISPATCH

Where technically and operationally possible, a customer may request cancellation before the order has been dispatched.

Once an order has been processed, packed or handed to a courier, cancellation may no longer be possible.

Where cancellation is permitted, any refund will be processed according to the applicable payment and refund procedures.

This clause does not override any mandatory cancellation or refund right under applicable law.

31. ORDERS ALREADY DISPATCHED

Once an order has been dispatched to a third-party courier or logistics provider, the customer may not necessarily be able to cancel the shipment.

If the customer refuses delivery or otherwise causes the package to be returned to the sender, any refund will be considered in accordance with:

The reason for refusal;
Product condition;
Applicable shipping costs;
Return-to-origin charges;
Applicable law;
This Return and Refund Policy.

32. DELIVERY DELAYS

Delivery is performed primarily through independent third-party logistics providers.

Delivery dates may therefore be affected by:

Courier delays;
Weather;
Natural disasters;
Transportation disruptions;
Strikes;
Government restrictions;
Incorrect address;
Customer unavailability;
Force majeure events;
Other circumstances outside NutriFreeze Natural’s reasonable control.

Where a remedy is legally required because of a delivery issue, NutriFreeze Natural’s will comply with applicable law.

33. THIRD-PARTY MARKETPLACES

If a NutriFreeze Natural’s product is purchased through a third-party marketplace or platform rather than directly through www.nutrifreezenaturals.com, the return/refund process may be governed by that platform's applicable policies and procedures.

Customers should submit claims through the platform where required.

Nothing in this clause excludes any statutory right available to the customer.

34. NO AUTOMATIC REFUND FOR MERE DELIVERY OF A CLAIM

Submitting a claim does not automatically entitle the customer to a refund.

NutriFreeze Natural’s may investigate the claim and determine the appropriate remedy based on the evidence, product condition, circumstances and applicable law.

Where a valid claim is established, an appropriate remedy will be provided.

35. STATUTORY RIGHTS PRESERVED

Nothing in this Policy is intended to:

Remove a mandatory consumer right;
Exclude a remedy required by law;
Permit the sale of unsafe food;
Exclude liability that cannot legally be excluded;
Override applicable consumer-protection legislation;
Override applicable food-safety legislation;
Restrict a consumer's right to approach a competent authority or consumer commission.

The Consumer Protection (E-Commerce) Rules, 2020 contain specific provisions concerning taking back goods/refunding consideration in circumstances including defective, deficient, spurious or materially misdescribed goods. Accordingly, this Policy should be interpreted consistently with those requirements.

36. CONTACTING US FOR A RETURN / REFUND

All return, refund and replacement requests should be submitted to:

NutriFreeze Natural’s
Proprietor: Ashwin B. Kukadiya

Email: nutrifreezenaturals@gmail.com
Phone: +91 8780936953

Business Address:
16, White House Residency,
Surat, Gujarat, India

When contacting us, please provide:

Order number;
Name;
Registered mobile number;
Registered email address;
Product name;
Delivery date;
Reason for request;
Photographs/video where applicable.

37. GRIEVANCE REDRESSAL

If a customer is dissatisfied with the handling of a return, refund, replacement or product complaint, the customer may contact:

Grievance Contact:
Ashwin B. Kukadiya
NutriFreeze Natural’s
16, White House Residency,
Surat, Gujarat, India

Email: nutrifreezenaturals@gmail.com
Phone: +91 8780936953

We will review the complaint and respond in accordance with applicable law and our internal procedures.

Nothing in this section prevents a customer from exercising any statutory right to approach an appropriate consumer forum, authority or other lawful mechanism.

38. POLICY MODIFICATIONS

NutriFreeze Natural’s may update this Policy from time to time due to:

Changes in applicable law;
Changes in food-safety requirements;
Changes in payment providers;
Changes in logistics arrangements;
Changes in Website functionality;
Changes in business practices;
Operational requirements.

The updated version will be published on our Website with a revised “Last Updated” date.

For orders already placed, the policy applicable at the relevant time will generally govern the transaction, subject to mandatory legal requirements.

39. SEVERABILITY

If any provision of this Policy is determined to be invalid, unlawful or unenforceable, the remaining provisions shall continue to operate to the fullest extent permitted by law.

40. GOVERNING LAW

This Policy shall be interpreted in accordance with the applicable laws of India.

Nothing in this clause is intended to restrict any mandatory statutory right or remedy available to a consumer under applicable law.

41. FINAL CUSTOMER NOTICE

Customers are strongly advised to:

Inspect the package promptly after delivery;
Check that the product ordered has been received;
Check the condition of the outer packaging;
Check the product seal;
Check the product label;
Check the batch/lot information;
Check the best-before/expiry information;
Report any apparent issue within 3 calendar days of delivery;
Keep the product and packaging intact until the complaint is resolved;
Follow the storage instructions printed on the product packaging.

Opening or consuming a food product should be treated as acceptance that the customer has taken responsibility for maintaining the product in accordance with the applicable storage instructions, except where the product itself is defective, unsafe, contaminated or otherwise subject to a remedy under applicable law.

42. POLICY SUMMARY

For convenience, the principal rules are:

RETURN PERIOD

Maximum 3 calendar days from delivery.

FOOD PRODUCTS

Returns are generally accepted only for unopened, unused and intact products, subject to applicable law.

OPENED PACKAGES

Generally not eligible for return, because exposure to air, moisture and handling can affect food quality and safety.

DAMAGED / WRONG PRODUCT

Report within 3 calendar days with photographs and relevant evidence.

CHANGE OF MIND

Generally not accepted for food products.