Refund & Return Policy

1Scope

This Refund and Return Policy (“Policy”) applies to all products purchased directly through the NeoWinn Biotech website at www.neowinnbiotech.com. This Policy is governed by the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.

2Products eligible for return

The following products purchased through our Website are eligible for return, subject to the conditions set out in this Policy:

• Nu-Gal Powder (lactation support supplement)
• Nu-Gal Bites (lactation support supplement)
• NiQu CT Oil (MCT oil for infant massage)
• Any other products made available for direct purchase through our Website from time to time

3Return window

3.1 You may request a return within 7 (seven) calendar days from the date of delivery of the product. The date of delivery shall be the date recorded by our logistics partner.

3.2 To initiate a return, you must contact us within the return window at returns@neowinnbiotech.com or call 1800 8898 913 with the following details:

• Order number
• Product name and quantity
• Reason for return
• Photographs (if the product is damaged or defective)

4Conditions for return

Products are eligible for return only if they meet all of the following conditions:

• Unopened and sealedThe product must be in its original, unopened, factory-sealed packaging. Once the seal of a nutrition product (powder, supplement, or oil) is broken, it cannot be returned for hygiene and food safety reasons.
• Undamaged packagingThe outer packaging (carton, shrink wrap) must be intact and not materially damaged by the customer.
• Within shelf lifeThe product must not have exceeded or be within 30 days of its “Best Before” date at the time of return.
• CompleteAll components of the product (scoops, leaflets, outer box) must be included.

5Exceptions — non-returnable items

The following items cannot be returned under any circumstances:

• Products with broken seals, opened packaging, or evidence of use
• Products that have been partially consumed
• Products returned after the 7-day return window
• Products purchased during a promotional or clearance sale, unless defective
• Free samples or promotional items

6Damaged, defective or wrong products

We take quality control seriously. If you receive a product that is:

• Damaged in transitPackage visibly crushed, torn, or water-damaged upon delivery.
• Manufacturing defectProduct is discoloured, has an unusual odour, is clumped abnormally, or the seal is compromised at the time of delivery.
• Wrong productYou received a product different from what you ordered.
• Short expiryThe product has fewer than 90 days remaining to its “Best Before” date at the time of delivery.

7Perishable product handling

7.1 NeoWinn’s nutrition products are classified as perishable goods under the Consumer Protection (E-Commerce) Rules, 2020. As perishable goods, they are subject to stricter return conditions as outlined in Section 4 above.

7.2 Products must be stored as per the storage instructions on the label (typically: store in a cool, dry place away from direct sunlight; keep the lid tightly closed after opening). Products returned in a condition that suggests improper storage (exposure to heat, moisture, or contamination) will not be eligible for a refund.

7.3 Due to the nature of perishable goods, we cannot accept returns of opened products even if you are unsatisfied with the taste, texture, or mixability. If you have concerns about product quality after opening, please contact us — we will investigate and may offer a replacement at our discretion.

8Return shipping

8.1 For returns due to damaged, defective, or wrong products (Section 6), NeoWinn will bear the return shipping cost. We will arrange a reverse pickup or provide a prepaid shipping label.

8.2 For returns due to change of mind (where the product is eligible under Section 4), the customer shall bear the return shipping cost. The cost will be deducted from the refund amount.

9Refund process

9.1 Inspection. Upon receiving the returned product at our warehouse, we will inspect it within 3 business days to verify that it meets the return conditions outlined in Section 4.

9.2 Refund approval. If the return is approved, we will notify you by email and initiate the refund.

9.3 Refund timeline. Refunds will be processed within 5–7 business days from the date of approval. The refund will be credited to the original payment method used at the time of purchase.

• Credit / debit card5–7 business days (may vary depending on your bank)
• UPI3–5 business days
• Net banking5–7 business days
• Cash on DeliveryRefund via bank transfer (NEFT/IMPS) — you will be asked to provide bank account details

9.4 Partial refunds. If a return is approved but the product shows signs of use or the packaging is not in original condition, we may, at our discretion, offer a partial refund.

9.5 Shipping charges. Original shipping charges paid at the time of purchase are non-refundable, except in cases where the return is due to our error (wrong product, defective product, or damaged in transit).

10Order cancellation

10.1 Before dispatch. You may cancel your order at any time before the product has been dispatched from our warehouse. Cancellation requests can be made by contacting us at returns@neowinnbiotech.com or by calling 1800 8898 913. A full refund will be issued within 5–7 business days.

10.2 After dispatch. Once the product has been dispatched, cancellation is not possible. You may, however, refuse delivery (if COD) or initiate a return after delivery as per the terms of this Policy.

10.3 NeoWinn-initiated cancellation. We reserve the right to cancel an order due to product unavailability, pricing errors, suspected fraudulent activity, or other operational reasons. In such cases, a full refund will be issued promptly, and you will be notified by email.

11Replacements

Where a return is approved due to a damaged, defective, or wrong product, you may opt for a replacement instead of a refund, subject to product availability. Replacements will be dispatched within 3–5 business days of approval, at no additional cost.

12Grievance redressal

If you are dissatisfied with our handling of a return or refund, you may escalate your concern to our Grievance Officer:

You also have the right to file a complaint with the National Consumer Helpline (NCH) at 1800-11-4000 or through the e-Daakhil portal (edaakhil.nic.in) under the Consumer Protection Act, 2019.

13Amendments

NeoWinn reserves the right to modify this Policy at any time. Changes will be posted on this page with an updated “Last Updated” date. The Policy applicable to your purchase is the version in effect at the time of your order.

14Contact us

For all return and refund queries: