At Optiwell Nutrition, we carefully pack and dispatch every order to ensure that your products reach you safely and in good condition. Please read the following Returns & Refunds Policy carefully before placing your order.
1. Return & Refund Eligibility
Returns and refunds are accepted only if the product is received in a damaged condition at the time of delivery.
A return or refund request will be considered eligible only when:
- The product has been received damaged or physically damaged during delivery.
- The customer provides clear and proper photographic or video proof showing the damaged product.
- The damage is reported to us within 48 hours of delivery.
- The customer provides the order number and relevant order details.
- The product and its packaging are available for inspection, if required.
If proper proof of damage is not provided, the return or refund request will not be accepted.
2. Damaged Product – Required Proof
If your product arrives damaged, please contact us within 48 hours of delivery and provide:
- Order number
- Full name
- Product name
- Clear photographs of the damaged product
- Clear photographs of the outer packaging and shipping box
- A clear video of the package/product, where available
- A brief description of the damage
The photographs or videos must clearly show the condition of the product and packaging.
We reserve the right to review and verify the submitted proof before approving any return or refund.
3. No Return or Refund Without Proper Proof
A product will not be eligible for return or refund if the customer does not provide sufficient or proper proof of damage.
Simply stating that the product was damaged, without supporting photographic or video evidence, will not be considered sufficient for a return or refund.
All damaged-product claims are subject to verification by Optiwell Nutrition.
4. Non-Returnable & Non-Refundable Situations
Products will not be eligible for return or refund in the following situations:
- The product is not damaged at the time of delivery.
- The customer has changed their mind after placing the order.
- The customer ordered the wrong product.
- The product was damaged after delivery due to improper handling, storage, or use.
- The product has been opened, used, altered, or tampered with after delivery.
- Proper photographs or videos proving the damage are not provided.
- The damage is reported after the applicable reporting period.
- The customer is unable to provide the required order details or proof.
- The product is returned without prior approval or instructions from Optiwell Nutrition.
Returns or refunds will not be provided for reasons other than verified damage at the time of delivery, except where required by applicable law.
5. How to Report a Damaged Product
If your product arrives damaged, please contact us within 48 hours of receiving the order.
Send the required details and proof to:
Email: info@optiwellnutrition.com
Phone: +91 99741 42160
Please do not dispose of the damaged product or its packaging until the claim has been reviewed and resolved.
6. Return Process for Approved Damaged Products
Once we receive your complaint and supporting proof:
- Our team will review the submitted photographs/videos and order details.
- If the damage is verified and the request is approved, we will provide instructions for returning the product, if a physical return is required.
- Please do not send the product back without receiving return instructions from us.
- The returned product may be inspected before the final refund is approved.
If the submitted proof does not adequately establish that the product was damaged during delivery, the return/refund request may be rejected.
7. Refunds
If a damaged-product claim is approved, the applicable refund will be processed using the original payment method, unless otherwise agreed or required by applicable law.
Refund processing times may vary depending on the payment provider or bank.
Please allow approximately 5–10 business days after refund approval for the refund amount to appear in your account.
8. Replacement or Refund
For a verified damaged product, Optiwell Nutrition may provide a refund, replacement, or another appropriate resolution, depending on product availability and the circumstances of the case.
The final resolution will be determined after reviewing the damage proof and applicable order details.
9. Return Shipping for Damaged Products
For an approved damaged-product return, Optiwell Nutrition may provide a return shipping solution or provide appropriate instructions for returning the product.
Return shipping arrangements are applicable only to approved damaged-product claims.
10. Inspection & Verification
All damaged-product claims are subject to review and verification.
We may reject a return or refund request if:
- The submitted proof is unclear or insufficient.
- The damage cannot be reasonably verified.
- The product appears to have been damaged after delivery.
- The product has been used, opened, altered, or mishandled.
- The claim does not meet the requirements of this policy.
The decision will be communicated to the customer after the review.
11. Order Cancellation
If you wish to cancel your order, please contact us as soon as possible after placing the order.
Cancellation requests may not be accepted once the order has been processed, packed, or shipped.
If an eligible cancellation is approved, the applicable refund will be processed using the original payment method.
12. Delivery Delays
Optiwell Nutrition is not responsible for delays caused by circumstances outside our reasonable control, including:
- Courier delays
- Weather conditions
- Natural disasters
- Public holidays
- Transportation disruptions
- Customs-related delays
- Incorrect delivery information provided by the customer
Delivery delays do not automatically qualify an order for a refund unless otherwise required by applicable law.
13. Sale & Promotional Products
Products purchased during sales, promotions, clearance events, or special offers are also subject to this Returns & Refunds Policy.
A refund or return for such products will be considered only in case of verified damage at the time of delivery with proper supporting proof, subject to applicable law.
14. Fraudulent or Abusive Claims
Optiwell Nutrition reserves the right to refuse returns or refunds where we reasonably believe that a customer:
- Has provided false or misleading information.
- Has submitted manipulated or fraudulent photographs/videos.
- Has intentionally damaged a product after delivery.
- Is repeatedly making unsupported damage claims.
- Is otherwise abusing the Returns & Refunds Policy.
15. Consumer Rights
Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights or remedies available to customers under applicable consumer protection laws.
Where applicable law provides rights that are more favorable than the terms stated in this policy, those legal rights will apply.
16. Policy Changes
Optiwell Nutrition may update this Returns & Refunds Policy from time to time to reflect changes in our business, products, services, or applicable laws.
Any changes will be posted on this page with an updated "Last Updated" date.
17. Contact Us
If you have questions regarding our Returns & Refunds Policy or need to report a damaged product, please contact us:
Optiwell Nutrition
Email: info@optiwellnutrition.com
Phone: +91 99741 42160
Address: C 27, Sumeru City Mall, Mota Varachha, Surat, 394101
When contacting us regarding an existing order, please include your order number so that we can assist you more quickly.
Important:
Optiwell Nutrition accepts returns and refunds only for products that are received damaged at the time of delivery and are supported by proper photographic or video proof. Returns or refunds for any other reason will not be accepted, except where required by applicable law.
