Cancellation, Return and Refund Policy

1. Introduction

At Cell-Vitals Nutrition, a brand owned and operated by Genreg Lifesciences Private Limited, we are committed to providing high-quality nutraceutical products backed by responsible business practices.

Due to the consumable nature of our products and the need to maintain strict quality, hygiene, and safety standards, this Cancellation, Return & Refund Policy has been designed to ensure fairness to our customers while protecting the integrity of our products and business operations.

This Policy should be read together with our Terms & Conditions and Shipping & Delivery Policy, which together govern all purchases made through our Website.

 

2. Order Cancellation

2.1 Cancellation Before Dispatch

Orders may be cancelled only before they have been processed for dispatch.

Cancellation requests should be sent to contact@cellvitalsnutrition.com or by contacting our customer support.

If the order has not been dispatched, the cancellation request will be processed and any eligible payment received will be refunded through the original payment method within a reasonable processing period.

 

2.2 Cancellation After Dispatch

Once an order has been packed, dispatched, or handed over to our courier partner, it cannot be cancelled.

Customers refusing delivery after dispatch shall be subject to the provisions relating to delivery refusal and Partial Cash on Delivery set out in this Policy.

 

2.3 Cancellation by the Company

Cell-Vitals Nutrition reserves the right to cancel any order before dispatch where reasonably necessary, including but not limited to:

  • Product unavailability.
  • Pricing or technical errors.
  • Payment verification failure.
  • High-risk or potentially fraudulent orders.
  • Failure to complete order verification.
  • Regulatory restrictions.
  • Force majeure events or circumstances beyond our reasonable control.

Where payment has already been received, the amount paid will be refunded through the original payment method wherever feasible.

 

3. Return Policy

To safeguard product quality and consumer safety, Cell-Vitals Nutrition products are generally non-returnable once delivered.

As nutraceutical products are consumable health products, we cannot verify storage conditions or handling after delivery. Accordingly, products once delivered cannot ordinarily be accepted back into our inventory.

Returns will therefore not be accepted for reasons including, but not limited to:

  • Change of mind.
  • Ordered by mistake.
  • Personal preference or taste.
  • Customer no longer requires the product.
  • Dissatisfaction with individual results.
  • Opened products.
  • Used products.
  • Products with broken seals after delivery.
  • Improper storage after delivery.

Nothing contained in this Policy shall affect any statutory rights available under applicable law.

 

4. Replacement Policy

Although returns are generally not accepted, Cell-Vitals Nutrition may, after verification, provide a replacement where:

  • An incorrect product has been delivered.
  • The product has sustained damage during transit.
  • The package is visibly tampered with at the time of delivery.
  • A verified manufacturing defect exists.

Approval of replacement requests shall remain subject to verification by the Company.

 

5. Reporting a Replacement Request

Replacement requests must be reported within 48 hours of delivery.

Customers should provide:

  • Order Number
  • Name
  • Registered Mobile Number
  • Clear photographs of the package
  • Photographs of the product
  • Batch Number (where visible)
  • Description of the issue

Customers are strongly encouraged to record a continuous unboxing video beginning before opening the package. While not mandatory, such a video significantly assists in verification and faster resolution.

Failure to report within the prescribed timeline may result in rejection of the request.

 

6. Inspection and Verification

Upon receipt of a claim, Cell-Vitals Nutrition may:

  • Review submitted photographs and videos.
  • Request additional supporting information.
  • Coordinate with the courier partner.
  • Arrange inspection or pickup where necessary.
  • Conduct quality verification.

The Company's decision following verification shall be final, subject to applicable consumer laws.

 

7. Refund Policy

As our products are consumable health supplements, refunds are generally not available after successful delivery.

Refunds may be issued only where:

  • The Company cancels an order before dispatch.
  • Duplicate payment has been received.
  • Payment has been received but the Company is unable to fulfil the order.
  • A replacement cannot reasonably be provided and the Company elects, or is required by applicable law, to issue a refund.

Approved refunds will be processed through the original payment method wherever feasible.

 

8. Partial Cash on Delivery (Partial COD)

For selected orders, Cell-Vitals Nutrition may offer Partial Cash on Delivery (Partial COD) as a payment option.

Under this facility:

  • 25% of the total order value is collected in advance at the time of placing the order.
  • The remaining balance is payable upon delivery.
  • The advance payment forms part of the total purchase price and is adjusted against the final order value. It is not an additional charge.

Why We Collect an Advance

The advance payment enables us to initiate order fulfilment and covers operational costs already incurred, including:

  • Payment gateway processing charges.
  • Order verification.
  • Quality inspection.
  • Packaging materials.
  • Order processing.
  • Forward shipping charges.
  • Reverse logistics (where applicable).
  • Administrative and handling costs.

This helps us continue offering the convenience of Partial COD while reducing fraudulent and abandoned orders.

 

Customer Responsibilities

Customers selecting Partial COD agree to:

  • Provide complete and accurate delivery details.
  • Keep their registered mobile number reachable.
  • Cooperate with courier personnel.
  • Accept delivery after placing the order.
  • Pay the remaining balance upon delivery.

 

Delivery Attempts

Our courier partners generally make up to three (3) reasonable delivery attempts.

Customers are expected to cooperate to facilitate successful delivery.

 

Refusal, Non-Acceptance or Failed Delivery

Where an order is returned because:

  • the customer refuses delivery;
  • the customer remains unavailable after three reasonable delivery attempts;
  • incorrect or incomplete delivery details were provided;
  • the customer fails to pay the balance amount on delivery; or
  • delivery cannot be completed due to reasons attributable to the customer,

the 25% advance payment shall not be refunded.

This amount represents reimbursement of operational costs already incurred in processing, packaging, shipping, payment processing, handling, and reverse logistics. It is not a penalty, but compensation for actual business expenses incurred in reliance upon the customer's confirmed order.

 

High-Risk Orders

Cell-Vitals Nutrition reserves the right to:

  • verify any Partial COD order;
  • request confirmation before dispatch;
  • decline Partial COD for certain orders;
  • require full prepaid payment for high-risk transactions.

 

Future COD Eligibility

Repeated refusal of deliveries, abuse of the Partial COD facility, or fraudulent ordering behaviour may result in:

  • withdrawal of Cash on Delivery eligibility;
  • restriction of Partial COD;
  • acceptance of future orders only on prepaid terms.

Such decisions shall be taken at the Company's reasonable discretion.

 

9. Fraudulent or Abusive Claims

Cell-Vitals Nutrition reserves the right to reject any claim where it reasonably believes that:

  • false information has been provided;
  • supporting evidence has been manipulated;
  • products have been intentionally damaged;
  • courier records contradict the claim;
  • repeated abusive or fraudulent behaviour is identified.

The Company may also restrict future purchases or payment options where misuse is established.

 

10. Limitation of Liability

To the maximum extent permitted by applicable law, the Company's liability under this Policy shall be limited to replacement of the eligible product or refund, where approved.

Nothing in this Policy excludes or limits any rights available to consumers under applicable law.

 

11. Contact Us

Cell-Vitals Nutrition
A Brand of Genreg Lifesciences Private Limited

📧 Email: contact@cellvitalsnutrition.com

📞 Phone: +91-6356815489

🕙 Business Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST)