REFUND AND CANCELLATION POLICY

At Nuetri, we strive to provide high-quality wellness and food products to our customers. Please read this Refund and Cancellation Policy carefully before placing an order through our Platform.

By purchasing products from Nuetri, you agree to the terms outlined below.

 

ORDER CANCELLATION

Users may request cancellation of an order only before the order has been processed and that is 1 - 2 hours after order palcement

Once an order has been processed cancellation requests may not be accepted.

Nuetri reserves the sole right to approve or reject cancellation requests depending on the order status and operational feasibility.

 

REFUND AND REPLACEMENT ELIGIBILITY

Due to the consumable nature of wellness and food products, Nuetri does not accept returns, exchanges, or refunds for:

• Opened products

• Used or partially consumed products

• Taste or personal preference-related concerns

• Incorrect orders placed by the customer

• Minor packaging/cracking variations that do not affect product quality

Refunds or replacements shall only be considered under the following conditions:

• The wrong product was delivered

• The product was missing from the order

• The product arrived damaged, leaking, tampered with, or spoiled before delivery

• The delivered product materially differs from the description provided on the Platform

 

DAMAGED PRODUCT CLAIMS

If the product is received in a damaged condition, the User must:

• Record clear photos and/or videos of:

  • The damaged product

  • Outer packaging

  • Shipping label

  • Invoice (if applicable)

• Email the proof immediately upon delivery and within one (1) hour of receiving the order to:

Email: support@thenuetri.com

Failure to report damaged products within the specified timeframe may result in rejection of the refund or replacement request.

Nuetri reserves the right to verify all claims before approving any refund or replacement.

 

REFUND REQUEST PROCESS

To initiate a refund or replacement request, the User must provide:

• Full name

• Order ID

• Registered phone number/email

• Description of the issue

• Supporting images/videos

All requests shall be reviewed internally by Nuetri.

Nuetri may:

• Request additional proof or clarification

• Approve or reject the request at its discretion

• Offer replacement instead of refund wherever applicable

 

REFUND PROCESSING

If a refund request is approved:

• Refunds shall be processed to the original payment method used during checkout

• Processing timelines may vary depending on banks, payment gateways, and financial institutions

• Nuetri shall not be responsible for delays caused by third-party payment processors

Shipping charges, convenience fees, or payment gateway charges may be non-refundable unless the error occurred due to Nuetri’s operational issues.

 

NON-DELIVERY OF ORDERS

Delivery timelines displayed on the Platform are estimates and may vary depending on:

• Delivery location

• Courier operations

• Weather conditions

• Operational delays

• External circumstances beyond our control

If you do not receive your order within seven (7) days from the estimated delivery timeline, you must contact us promptly at:

Email: support@thenuetri.com

Nuetri will coordinate with the courier partner to investigate and resolve the issue.

 

FRAUDULENT OR ABUSIVE CLAIMS

Nuetri reserves the right to reject refund, replacement, or cancellation requests in cases involving:

• Fraudulent claims

• Repeated abuse of refund policies

• Suspicious account activity

• Insufficient proof of damage or issue

Legal action may be taken in cases involving fraudulent activities or misuse of the Platform.

 

POLICY MODIFICATIONS

Nuetri reserves the right to modify, revise, or update this Refund and Cancellation Policy at any time without prior notice.

Users are encouraged to review this Policy periodically before making purchases through the Platform.

Continued use of the Platform constitutes acceptance of the updated Policy.