Return, Refund & Cancellation Policy
For the purpose of this Return, Refund and Cancellation Policy ("Returns Policy"), Sports Fuel Nutrition Private Limited (operating brand: Sports Fuel Nutrition) can hereinafter be referred to as the "Company", "we", "our" or "us", and an individual who orders or purchases products through our website or mobile platforms can hereinafter be referred to as the "User", "you" or "your".
1. Order Cancellation, Return, Refund, or Exchange
A. Channel & Mode of Communication
Subject to the terms and conditions outlined in this Returns Policy, you may apply for a cancellation of a placed order, return, refund, or exchange of a product purchased from www.sportsfuelnutrition.com (including its mobile version and any affiliated application, collectively the "Website"). To initiate a cancellation, return, refund, or exchange request, you can write directly to our customer support desk at sportsfuelnutrition@gmail.com or message our verified support line at +91 8949560377.
B. Eligibility for Return, Refund or Exchange
You may apply for:
- (i) Cancellation of an order: Before the consignment is shipped from our fulfillment facility (please refer to Section 2.C below).
- (ii) Full refund for non-delivery: If the shipment has not been received by you due to verified in-transit loss by our logistics partner.
- (iii) Return, refund, or replacement: If:
- (a) The product is materially defective and/or physically damaged upon delivery;
- (b) The product delivered is materially different from the item selected by you on our Website (e.g. incorrect flavor, wrong formulation);
- (c) The product conflicts with any applicable statutory food safety standard or regulatory legislation;
- (d) Delayed receipt beyond committed SLA timelines as a direct result of which it is not possible to benefit from the product; or
- (e) When the delivery of products violates the User Agreement or published Terms and Conditions.
Note: Your right to return and refund or exchange shall at all times be subject to limitations under applicable Indian Consumer Protection Laws and Food Safety and Standards Authority of India (FSSAI) hygiene regulations.
C. & D. Cases Not Eligible for Return, Refund or Exchange
A product shall strictly NOT be eligible for return, refund, or exchange under any of the following circumstances:
- (i) Consumed or Tampered Products: If the consumable product has been opened, inner safety seal broken, scoop used, or there is an alteration in the quality, net weight, or physical characteristics of the supplement while in your care. Due to health, hygiene, and consumable safety protocols, opened nutritional tubs cannot be returned.
- (ii) Expired Timeline: If the claim is not initiated within the mandatory timeline specified in Section 1.E of this Returns Policy.
- (iii) Subjective Preferences & Normal Physiological Effects: If the product is rejected due to personal taste preference (flavor liking/disliking, perceived sweetness, or flavor differences from other brands) or normal physiological athletic reactions (such as beta-alanine tingling, mild caffeine rush, or individual dietary sensitivity) after the tub has been unsealed.
- (iv) Inadequate Evidence: If you fail or refuse to provide the necessary unboxing photographs, video documentation, batch number, or invoice details required by our quality control team to investigate the case.
- (v) Change of Mind: If you simply change your mind after the package has been opened or successfully delivered.
- (vi) Mismatched Items: If the product returned to our facility is not the authentic product that was originally dispatched by Sports Fuel Nutrition.
E. Return & Refund Timelines & Process
A formal request for return, refund, or exchange must be registered within the following strict time windows:
| Nature of Issue | Reporting Timeline |
|---|---|
| Outer packaging open / Security seal visibly broken upon delivery | Same Day of Delivery (Within 24 Hours) |
| Damaged, cracked, or leaking product packaging | Within 2 Business Days (48 Hours) |
| Wrong product or wrong flavor variant delivered | Within 2 Business Days (48 Hours) |
| Any other valid, eligible statutory claim | Within 7 Calendar Days of Delivery |
Information Required for Investigation:
- Order Number and Registered Email / Phone Number.
- A concise description of the issue.
- Clear photographs and/or a short unboxing video showing the shipping label, batch number, expiry date, seal condition, and the damage or defect.
Following review, approval will be granted at our discretion based on objective evidence. Once approved, we will arrange reverse pickup of the item and initiate an exchange or refund.
F. Return Shipping Guidelines
- Our courier partners may decline to pick up parcels that are not securely packaged. Please repack the tub in its original shipping box with adequate protection.
- Sports Fuel Nutrition provides 100% Free Reverse Shipping for all approved returns and defective replacements.
- If an item not purchased from Sports Fuel Nutrition is handed over to our courier, we shall not be accountable for its custody, misplacement, or return.
G. Refund Settlement Modes & Timelines
- Refund Processing Timeline: All approved refunds are processed within seven (7) to ten (10) business days (maximum 15 business days) of the returned product being received and inspected at our Jaipur warehouse.
- Prepaid Orders (Cards, UPI, Netbanking, Wallets): The refund amount will be credited back directly to the original payment source or wallet used during purchase.
- Cash on Delivery (COD) Orders: The refund will be credited directly to your verified Indian bank account via NEFT/IMPS or UPI. You will be requested to provide valid bank details (Account Name, Bank Name, Account Number, and IFSC code) from your registered email.
- Limitation of Liability: The User acknowledges that Sports Fuel Nutrition will not be held liable for secondary bank processing delays, gateway downtimes, or technical issues beyond our reasonable control.
2. Orders, Cancellations & Fraud Prevention
A. Order Acceptance & Suspicious Orders
To ensure equitable distribution and maintain a secure shopping environment, we monitor transactions for suspicious activity. We reserve the right to cancel orders with written notice if deemed suspicious:
- Unusually large commercial quantities ordered without authorized dealership agreement;
- Multiple accounts placing duplicate orders to the identical address to bypass promotional limits;
- Orders placed by one account for drop-shipping to multiple unverified third parties;
- Invalid or fabricated contact phone numbers or shipping addresses;
- Any detected payment tampering, bot automation, or checkout malpractice.
B. High Fraud Risk Accounts
User accounts classified under "High Fraud Risk" due to recurring non-payment, returning non-genuine items, repeated refusal of verified COD shipments, or bad-faith compensation demands may be permanently suspended or terminated.
C. Cancellation by User
- Cancellation Before Dispatch: If a cancellation request is received prior to order dispatch from our Jaipur hub, we shall cancel the order immediately and issue a 100% full refund to the original payment method.
- Cancellation After Dispatch: We are unable to cancel orders once handed over to the courier partner and in transit. In such cases, you may decline the parcel upon doorstep delivery or initiate an eligible return after receipt.
Customer Support & Grievance Redressal
Have questions or need assistance with your order? Our Jaipur customer care team is available Monday to Saturday (10:00 AM – 7:00 PM IST).
