Shipping & Returns

1. Shipping Overview

1.1 Where We Ship

• All India delivery — we ship to all serviceable pin codes across India.
• Local pickup — available at both our Gujarat stores (Ahmedabad and Gandhinagar) at no shipping cost.
• International shipping — not available at this time.

1.2 Shipping Partners

We use trusted logistics partners to ensure your supplements arrive safely:

• Shiprocket / Delhivery — for standard and express nationwide delivery.
• Local courier — for same-day/next-day delivery within Ahmedabad and Gandhinagar.

1.3 Shipping Charges

Exact shipping charges will be calculated at checkout based on your delivery address and order weight. You'll see the full amount before confirming your order.

1.4 Delivery Timeline

Delivery times are estimates and may vary during festivals, extreme weather, or high-demand periods. You'll receive tracking information once your order ships.

1.5 Order Tracking

Once your order is dispatched, you'll receive:

• An SMS and/or WhatsApp message with your tracking number
• A link to track your shipment in real-time
• Delivery confirmation once the order is handed over

2. Returns Policy

2.1 Why We Don't Accept Returns on Supplements

Supplement products are sensitive to storage conditions (temperature, humidity, light). Once a product leaves our warehouse:

• We cannot verify that it was stored correctly during transit and at the customer's location.
• Accepting returns of opened or partially consumed supplements poses a safety risk to future customers.
• This policy protects you — it guarantees that every product you receive from Proteinverse is factory-sealed and warehouse-fresh.

2.2 Exceptions — When We WILL Accept Returns

We want you to be completely satisfied. We accept returns and provide full replacement or refund in these cases:

2.3 How to Request a Return

If your order qualifies for a return under the exceptions above:

1. Contact us within 48 hours of receiving the product via WhatsApp or email (contact@proteinverse.co.in).
2. Share photos/video of the product showing the issue (damaged packaging, wrong product label, expiry date, etc.).
3. Keep the product sealed — do not open or consume the product if you've identified an issue with packaging or labelling.
4. We'll review your request and respond within 24 hours.

2.4 Non-Returnable Items

The following items cannot be returned under any circumstances:

• Opened or partially consumed supplements
• Products where the seal has been broken (unless damaged in transit)
• Products returned after the 48-hour reporting window
• Items purchased during clearance sales (unless defective)
• Free gifts or promotional items

3. Refund Policy

3.1 When Refunds Are Issued

Refunds are processed only for approved return requests (see Section 2.2 above). You can choose:

• Full replacement — we ship the correct/undamaged product at no cost to you (preferred).
• Store credit — the full amount is credited to your Proteinverse account for future purchases.
• Refund to original payment method — the full amount (including shipping, if applicable) is refunded.

3.2 Refund Timeline

3.3 Cancellation Before Shipping

You can cancel your order for a full refund if it hasn't been dispatched yet. To cancel:

• Message us on WhatsApp with your order number.
• If the order has already been dispatched, cancellation is not possible — you'll need to wait for delivery and follow the return process if applicable.

4. Exchanges

We offer exchanges for the same product in a different flavour or size, subject to:

• The product must be sealed and unopened.
• Request must be made within 48 hours of delivery.
• The exchange product must be of equal or greater value (you pay the difference for upgrades).
• Return shipping for exchanges is on the customer unless the original product was incorrect.

To request an exchange, message us on WhatsApp with your order number and the product you'd like instead.

5. Damaged or Lost Shipments

5.1 Damaged During Delivery

If your package arrives visibly damaged:

1. Do not accept the package if you can see external damage. Ask the delivery person to return it.
2. If you've already accepted it, photograph the damage (outer packaging + product inside) immediately.
3. Contact us within 48 hours on WhatsApp with photos and your order number.
4. We'll send a replacement at no cost.

5.2 Lost Shipments

If tracking shows "delivered" but you haven't received your package:

1. Check with neighbours, building security, or other household members.
2. Wait 24 hours — sometimes tracking updates before actual delivery.
3. If still not received, contact us. We'll coordinate with the courier to locate your package.
4. If the package is confirmed lost, we'll reship at no cost or issue a full refund.

6. Authenticity Guarantee

7. Cash on Delivery (COD)

COD availability will be announced at online store launch. If offered:

• A small COD surcharge may apply (typically ₹30 – ₹50) to cover handling costs.
• COD refunds are processed via bank transfer (NEFT/IMPS) to your account.
• OTP verification may be required to prevent fraudulent COD orders.

8. Contact Us About Orders

For any shipping, return, or refund queries: