REFUND, CANCELLATION, SHIPPING & RETURNS POLICY

Last Updated: September 2026

This Refund, Cancellation, Shipping & Returns Policy (“Policy”) applies to purchases of Products made through the websites and online platforms operated by Nourishcure Private Limited, including:

• sosnutrition.fit
• supplenex.com

and covers Products sold under the following Brands:

• SOS Nutrition
• Supplenex
• Himalayan Aura

For the purposes of this Policy, “Company”, “we”, “us” and “our” means Nourishcure Private Limited, having its registered office at A-2, Sector 3, Rohini, New Delhi – 110085, India.

1. CANCELLATION POLICY

An order may be cancelled only if it has not yet been shipped/dispatched.

To request cancellation, please contact our Customer Care team at:

Email: coach@sosnutrition.fit
Phone: +91-7428957063

The cancellation request will be subject to verification and confirmation by the Company.

Where a cancellation request is accepted, the order will be cancelled and the applicable refund will be processed within 7 business days from acknowledgement/approval of the cancellation request.

Orders that have already been shipped/dispatched cannot be cancelled.

If an order has been shipped and you no longer wish to receive it, you may refuse delivery where possible; however, refusal of delivery shall not automatically constitute an approved refund or return. Any refund will be subject to the applicable provisions of this Policy.

The Company reserves the right to cancel an order where:

• the Product is unavailable;
• there is an error in pricing or Product information;
• the order appears fraudulent or unauthorized;
• the delivery address is not serviceable;
• there is a technical or payment-processing error; or
• cancellation is otherwise required or permitted under applicable law.

Where the Company cancels an order for which payment has already been received, the applicable amount will be refunded to the customer in accordance with this Policy and applicable law.

2. REFUND AND RETURN POLICY

Due to the nature of our Products, particularly nutritional, nutraceutical, dietary and wellness Products, returns and refunds are generally not accepted once Products have been delivered, except in the circumstances specifically described below.

Returns may be accepted in the following situations:

1. The Product was damaged during transit;
2. The Product has a physical defectattributable to the Company or its authorized supply chain; or
3. An incorrect Productwas shipped to you.

To enable us to investigate and process the claim, you must notify us within 48 hours of receipt of the Product.

Requests should be sent to:

coach@sosnutrition.fit

The email should include:

• Order number;
• Customer name;
• Contact number;
• Description of the issue;
• Photographs of the Product;
• Photographs of the outer shipping package, where applicable; and
• Any other information reasonably requested by the Company.

The Company may request additional photographs, videos or information to validate the claim.

Failure to notify the Company within the stipulated period may result in the return/refund request being rejected, except where a different period is required under applicable law.

3. CONDITIONS FOR ACCEPTING RETURNS

For an eligible return, the Product must generally:

• be unused;
• remain in its original packaging;
• have the original seal intact, where applicable;
• have the original batch/lot number and other identifying information intact;
• not have been tampered with; and
• be accompanied by the relevant order details/invoice.

Returns will generally not be accepted where:

• the Product has been opened or used;
• the seal has been broken, where applicable;
• the Product has been damaged after delivery due to improper handling or storage;
• the Product has been tampered with;
• the batch/lot number, serial number or other identifying information has been altered or tampered with;
• the Product is returned without prior approval from the Company; or
• the return does not otherwise meet the eligibility requirements of this Policy.

The Company reserves the right to inspect the returned Product before approving a return, replacement or refund.

4. RETURN VALIDATION

Once a return request is received, the Company will review the information and determine whether the claim qualifies under this Policy.

If the claim is approved, the Company may, at its discretion and subject to applicable law:

• issue a replacement Product; or
• issue a refund of the eligible amount.

The final resolution may depend upon Product availability and the circumstances of the claim.

If the returned Product is found to be ineligible for return, the Company may send the Product back to the customer at the customer’s expense, where applicable.

The Company reserves the right to reject fraudulent, abusive, repetitive or otherwise ineligible return claims.

5. REFUND PROCESSING

For eligible refunds arising from approved cancellations, returns or other circumstances covered by this Policy:

Online Payments

Where the original payment was made online, the refund will generally be processed to the original payment method/source, such as:

• credit card;
• debit card;
• UPI;
• bank account;
• wallet; or
• other payment method used for the transaction.

The Company will generally initiate the refund within 7 working days of approval of the refund request or receipt/validation of the returned Product, as applicable.

The time taken for the amount to reflect in your account may additionally depend upon the relevant bank, payment gateway, card issuer or financial institution.

Cash on Delivery (COD)

For eligible COD refunds, the Company may require the customer to provide valid bank-account details for processing the refund.

Eligible COD refunds will generally be processed within 14 working days from approval of the refund request and receipt of the required bank details.

The Company may request verification of the bank-account information before processing the refund.

6. SHIPPING AND DELIVERY

Nourishcure Private Limited works with logistics and delivery partners to provide timely delivery of Products.

Orders are generally processed and dispatched within the estimated timeframe communicated at the time of purchase.

Delivery timelines may vary depending on:

• delivery location;
• Product availability;
• courier/logistics partner;
• weather conditions;
• public holidays;
• transportation disruptions;
• regulatory restrictions; and
• other circumstances beyond the Company’s reasonable control.

Estimated delivery dates are indicative and do not constitute a guarantee unless expressly stated otherwise.

Where an unforeseen delay occurs, our customer-support team may contact you with available updates.

7. SHIPPING DELAYS

While the Company endeavours to ensure timely dispatch and delivery, delays may occur due to circumstances beyond the Company’s reasonable control.

Such circumstances may include:

• natural disasters;
• severe weather;
• strikes or labour disruptions;
• transportation disruptions;
• government restrictions;
• festivals and public holidays;
• courier disruptions;
• technical failures;
• incorrect or incomplete delivery information; or
• other Force Majeure events.

Where reasonably practicable, the Company will endeavour to provide updates regarding significant delivery delays.

8. DAMAGED PRODUCTS RECEIVED IN TRANSIT

Customers are advised to inspect the outer packaging and Product upon delivery.

If the Product appears damaged, broken, leaking, tampered with or otherwise materially compromised during transit, please:

1. Take clear photographs of the package and Product;
2. Retain the original packaging;
3. Do not use or consume the Product; and
4. Contact us within 48 hours of deliveryat:

coach@sosnutrition.fit

The Company will review the claim and may coordinate with its logistics partner to investigate the matter.

Where the claim is approved, the Company may provide a replacement or eligible refund in accordance with this Policy.

9. INCORRECT PRODUCT RECEIVED

If you receive a Product different from the Product ordered, please contact us within 48 hours of delivery.

Please provide:

• Order number;
• Photograph of the Product received;
• Photograph of the shipping label;
• Photograph of the invoice, where available; and
• Any other information reasonably requested by Customer Care.

The Company will verify the claim.

Where an incorrect Product has been shipped by the Company, an appropriate replacement or refund may be provided, subject to verification and availability.

Customers should not use or consume an incorrectly delivered Product.

10. PRODUCT DEFECTS

If you believe that a Product has a manufacturing or physical defect, please contact Customer Care within 48 hours of delivery, wherever reasonably possible.

The Company may request photographs, videos, batch information, packaging details or other information necessary to assess the complaint.

Where a defect attributable to the Company is established, the Company may provide a replacement or refund, subject to applicable law and the circumstances of the claim.

11. PRODUCTS THAT CANNOT BE RETURNED

Except where required under applicable law or expressly approved by the Company, returns will generally not be accepted for:

• Products that have been opened;
• Products that have been consumed or used;
• Products with broken seals;
• Products damaged after delivery due to customer handling;
• Products stored contrary to the instructions on the packaging;
• Products with tampered batch/lot numbers or other identifying information;
• Products returned without prior authorization; or
• Products for which the customer has changed their mind after delivery.

Due to hygiene, safety, quality and product-integrity considerations, the Company may restrict returns of Products that have been opened or used.

12. REFUND EXCLUSIONS

A refund may not be issued where:

• the customer has not complied with the return conditions;
• the Product has been opened or used;
• the Product has been damaged due to customer negligence or improper storage;
• the Product has been tampered with;
• the claim is not supported by sufficient information;
• the claim is found to be fraudulent or abusive; or
• the circumstances do not qualify under this Policy or applicable law.

Nothing in this Policy shall exclude any mandatory consumer rights or remedies available under applicable Indian law.

13. SHIPPING CHARGES AND REFUNDS

Where a refund is approved due to the Company’s error, including shipment of an incorrect Product or an eligible Product defect/damage attributable to the Company, applicable shipping charges may be refunded as determined by the Company and applicable law.

Where a customer voluntarily refuses or fails to accept delivery, additional shipping, return-to-origin or other logistics charges may apply where permitted by law and may be deducted from an otherwise eligible refund.

14. TRANSIT INSURANCE

The Company may provide or maintain transit insurance for eligible shipments through its logistics or insurance arrangements.

Where applicable, such transit insurance shall generally remain valid only until the Product is delivered and accepted at the delivery location.

Transit insurance does not constitute a general Product warranty or insurance against damage caused after delivery, improper storage, misuse, tampering or other circumstances outside the scope of transit coverage.

15. ORDER DELIVERY AND ACCEPTANCE

Once the Product has been delivered to the address provided by the customer and accepted by the customer or an authorized recipient, responsibility for proper storage and handling of the Product shall pass to the customer, subject to applicable law and any statutory rights.

Customers should follow all storage, handling and usage instructions printed on the Product packaging.

16. CONTACT FOR CANCELLATION, REFUND AND RETURN REQUESTS

All cancellation, refund and return requests should be directed to:

Nourishcure Private Limited

Customer Care Email:
coach@sosnutrition.fit

Customer Care Phone:
+91-7428957063

Registered Office:
A-2, Sector 3, Rohini,
New Delhi – 110085, India

Customer Care Hours:
Monday–Friday, 10:00 AM to 7:00 PM

17. GRIEVANCE REDRESSAL

For unresolved refund, cancellation, shipping or return complaints, you may contact:

Grievance Officer: Customer Care

Email:
nourishcure@sosnutrition.fit

Address:
A-2, Sector 3, Rohini,
New Delhi – 110085, India

The Company shall endeavour to address grievances within the timelines prescribed under applicable law.

18. GOVERNING LAW AND JURISDICTION

This Policy shall be governed by the laws of India.

Subject to applicable consumer-protection laws and the jurisdiction conferred by applicable statutes on consumer commissions and other competent authorities, courts having jurisdiction in Delhi, India shall have jurisdiction over disputes arising out of or relating to this Policy.

Nothing in this Policy shall restrict any mandatory rights or remedies available to consumers under applicable law.

19. POLICY MODIFICATIONS

Nourishcure Private Limited reserves the right to modify or update this Policy from time to time.

Any revised Policy will be posted on the relevant Platform with an updated “Last Updated” date.

Customers are encouraged to review this Policy periodically.

NOURISHCURE PRIVATE LIMITED

Registered Office:
A-2, Sector 3, Rohini,
New Delhi – 110085, India

Websites:
www.sosnutrition.fit
www.supplenex.com

Brands:
SOS Nutrition | Supplenex | Himalayan Aura

Customer Care:
coach@sosnutrition.fit
+91-7428957063

Grievance Officer: Customer Care
nourishcure@sosnutrition.fit