Returns, Refunds & Cancellation Policy

We want you to be fully satisfied with your Pronatrix purchase. This policy explains how returns, refunds, and cancellations are handled. Because our products are dietary supplements intended for personal consumption, certain restrictions apply for health and safety reasons. Please read this policy carefully before placing your order.

Order Cancellation

You may cancel your order at any time before it has been dispatched. To cancel, contact our support team at support@pronatrix.com with your order number. If your order has not yet been shipped, we will cancel it and issue a full refund to your original payment method. For prepaid orders, the refund will be processed within 5–7 business days. For COD orders, no charge is applied.

Once an order has been dispatched, it cannot be cancelled. In such cases, you may refuse delivery or initiate a return after receiving the product, subject to the conditions outlined below.

Returns Eligibility

We accept returns under the following conditions. The product must be unused, unopened, and in its original sealed packaging. The return request must be initiated within 15 days of delivery. The product must not be damaged due to misuse, improper storage, or mishandling by the customer.

The following are not eligible for return: products that have been opened, partially consumed, or whose seal has been broken; products damaged due to customer negligence; products purchased during non-returnable promotional offers (if specifically indicated at the time of purchase); and free samples or gifts included with an order.

How to Initiate a Return

To initiate a return, email us at support@pronatrix.com with your order number, the product you wish to return, and the reason for the return. Our team will review your request and, if eligible, provide you with return instructions and a return shipping label or pickup arrangement. Please do not ship products back without prior authorization, as unauthorized returns may not be processed.

Refund Process

Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund. Approved refunds will be credited to your original payment method within 7–10 business days. For COD orders, refunds will be processed via bank transfer. We will request your bank account details during the return process.

Shipping charges paid at the time of purchase are non-refundable unless the return is due to a defective product, incorrect item, or an error on our part. In such cases, we will cover the return shipping cost and refund the full order amount including shipping.

Damaged or Defective Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery. Include your order number, a description of the issue, and clear photographs of the product and packaging. We will arrange a replacement at no additional cost or issue a full refund, depending on your preference and product availability.

30-Day Money-Back Guarantee

We stand behind the quality of our products. If you are genuinely unsatisfied with a product for any reason, you may contact us within 30 days of delivery to request a refund. This guarantee applies to your first purchase of any given product and is limited to one claim per product per customer. The product must be returned (even if partially used) for the refund to be processed. Return shipping costs for guarantee claims are the responsibility of the customer.

Exchanges

We do not offer direct exchanges at this time. If you wish to exchange a product, please initiate a return for the original item and place a new order for the product you would like instead.

Refused COD Orders

If a cash on delivery order is refused at the time of delivery without prior cancellation, the order will be returned to our warehouse. Repeated refusal of COD orders may result in COD being disabled for your account, and future orders may require prepaid payment.

Contact Us

For any questions about returns, refunds, or cancellations, please get in touch with us at support@pronatrix.com or call +91 9946001222. We aim to respond to all return and refund requests within 24–48 hours.