Return & Refund Policy

How does the delivery process work?

Once you place an order, we carefully check the products to make sure they're in good condition. After a final check, we pack them up and give them to our trusted delivery partner.

Our delivery partners then bring the package to you as soon as they can. If they can't reach your address or deliver at a convenient time, they'll get in touch with you to sort it out.

1. Delivery and Returns:

All return and replacement cases shall be considered within 2 days after the date of delivery of your order. Should you need to initiate a return or replacement, please contact us promptly at:

Email: support@protivana.com

Phone:1800 203 1858

2. Return Guidelines:

• Protivana products are non-returnable once opened due to the health supplement/wellness/consumable nature of the product.
• For refund or replacement requests, please send us an email within 48 hours of order delivery with images of the product, invoice, inner and outer packaging, and batch number to support@protivana.com
• Kindly provide pictures of the damaged/tampered side of the product or package.

3. Processing Time:

• Please allow 3 to 5 working days from the day you return your package for your request to be processed.
• We may contact you to ascertain the damage or defect in the product before issuing a refund or replacement.

4. Eligibility for Refund or Exchange:

You will be eligible for a full refund or exchange without incurring any additional charges in case of:

• Damaged or broken jars/pouches/bottles.
• Incorrect product delivery.
• Expired product delivery.

5. Return Conditions:

• Please do not use the item you have raised a complaint about.
• Returns will not be accepted if the product is damaged, without an invoice, with a tampered batch number and price, or without its original packaging.
• Pilferage claims must be made within 24 hours of order delivery.

6. Non-refundable Scenarios:

Products once delivered will not be applicable for a refund if they fall under the following scenarios:

• Failure to provide adequate information about the case and reporting within timelines.
• Failure to provide snapshots of the invoice, packet, and damaged items (if any).
• Damages due to neglect, improper usage, or wrong application.

Refund & Replacement Policy:

• Refunds will be issued through bank transfers. No cash refunds will be made.
• It would take our team at least 5 to 7 business days post-refund initiation for online refunds to be processed.
• In case of NEFT, it would require us at least 3 to 5 business days post-refund initiation to refund your amount.

Cancellation Policy:

• Orders once placed are not eligible for cancellation.
• Discount coupons, if any, are intended for one-time use only and shall be treated as used even if you cancel the order.

Note to Customers - Fair Usage Policy:

We value your trust and strive for a smooth user experience. However, to ensure fairness for all customers, we reserve the right to assess and take necessary action against accounts that abuse our policies.

Impairment & Damages:

We take responsibility for the quality of our products. If you receive damaged items, please contact us within 24 hours of delivery, refrain from using the products, take proper snapshots, and keep the invoice copy. If the order is placed through an online marketplace, please contact the respective marketplace's customer service team.

For any further inquiries or assistance, feel free to reach out to our customer service team at support@protivana.com. Thank you for choosing Protivana for your wellness journey.