Refund & Return Policy

1. Overview

Our return policy allows you to return Protinex Diabetes Care within 7 days of delivery if the product meets the return eligibility criteria. Please read all conditions carefully before initiating a return.

2. Return Eligibility

A return is eligible if ALL of the following conditions are met:

• Return is initiated within 7 days of the delivery date
• The product seal is completely intact — not broken, tampered, or opened
• The product is in its original packaging with all labels intact
• You have an unboxing video recorded from the delivery boy's hands (see Section 3)
• You have your order number ready

3. Video Recording Requirement

When your order arrives:

1. Start recording before accepting the package from the delivery person
2. Show the delivery boy's hands holding the package in the video
3. Record the package condition — show all sides
4. Open the package on camera without stopping the recording
5. Show the product seal clearly in the video
6. Keep this video safe until you are satisfied with the product

The video must be clear, unedited, and show the complete unboxing process from start to finish.

4. Non-Returnable Items

Returns will NOT be accepted for:

• Products with a broken or tampered seal
• Products that have been opened or used
• Returns requested after 7 days of delivery
• Returns without an unboxing video
• Products damaged due to misuse or improper storage
• Returns based on change of mind (if product is opened)

5. How to Initiate a Return

1. Contact us within 7 days of delivery via email or phone
2. Provide your Order Number
3. Share your unboxing video (WhatsApp or email)
4. Describe the reason for return
5. Our team will review and respond within 24–48 hours
6. If approved, we will arrange a pickup or provide return shipping instructions
7. Once we receive and verify the returned product, refund will be processed

6. Refund Timeline

Once your return is received and verified:

• Refund approval notification: within 2–3 business days
• Refund processing: within 7–10 business days
• For COD orders: refund via bank transfer or UPI (see Section 8)

Note: Original shipping charges (₹50) are non-refundable unless the return is due to our error (wrong or damaged product).

7. Damaged or Wrong Item

If you receive a damaged, defective, or wrong product:

• Contact us within 48 hours of delivery
• Share your unboxing video and photos of the damage
• We will arrange a free replacement or full refund including shipping charges
• No return shipping cost will be charged to you in this case

8. COD Order Refunds

Since we currently operate on Cash on Delivery (COD):

• Refunds will be processed via bank transfer or UPI
• You will need to provide your bank account details or UPI ID
• Refund amount = Product price (shipping charges excluded unless our error)
• Processing time: 7–10 business days after return verification

9. Contact Us

For any return or refund queries, reach us through: