Refund and Returns Policy

NE ORIGINS’ RETURN AND REFUND POLICY 


INTRODUCTION: 
  
This Return and Refund Policy (“Policy”) governs the return and refund procedures of NE Origins Private Limited (“Company” or “we” or “us” or “our”). We believe in following a transparent return and refund mechanism and this Policy sets forth the process followed by the Company. This Policy shall be applicable for the Products (defined hereinunder) purchased through the Company’s website (https://www.neorigins.com/) and mobile application (NE Origins) (collectively referred to as “Platforms”). 
 

1. RETURN/ REPLACEMENT POLICY 
 

  1.1. All products available on the Platforms (“Product(s)”) are returnable, unless specified otherwise in the description of the  Products on the Platforms.

  1.2. The Products shall be returned only if they meet one of the below mentioned criteria:

      1.2.1. If the Products received are in a damaged/defective state;

      1.2.2. If the Products received are wrong or not similar to the one that the purchasers on the Platforms (“Customer”) have ordered;

      1.2.3. If the edible Products received by the Customer are expired on the date of delivery of the Products; and

      1.2.4. Any other criteria that may be decided by the Company from time to time.

   1.3. A return shall not be accepted if any of the following criteria are met:

      1.3.1. If the Customer has used and/or damaged the ordered Product;

      1.3.2. If the Customer has altered the Product in any shape or form;

      1.3.3. If the Product to be returned is not in its original condition i.e. with its receipt, price tag, or any other accessories which was delivered along with the original Product;

      1.3.4. If the request for return has been generated after the permissible time period as mentioned in Clause 1.5 of this Policy;

      1.3.5. If the photo(s)/video(s) shared by the Customer as a verification proof have been tampered with or inconsistent with the Product(s) ordered; and

      1.3.6. Any other criteria that may be decided by the Company from time to time.

   1.4. To process the return of a Product, the Customer must communicate such request on any of the modes as prescribed below: –

    1.4.1. WhatsApp – +91 7718590396

    1.4.2. Email – support@neorigins.com

   1.5. The Customer can initiate a return request by contacting on the above mentioned WhatsApp/email within 72 (seventy-two) hours of the delivery of the Product or such time period as may be mentioned in the Product description on the Platforms.\

   1.6. The Customer is required to send the photo(s)/video(s) of the Product(s) to be returned along with the Product’s receipt generated at the time of order.

   1.7. Upon initiating a request to process return, the Customer will be contacted by a NE Origins’ executive for further verification.

   1.8. Once the NE Origins’ executive is satisfied with the verification and/or clarification of the Customer, they shall confirm such request for return by the Customer and shall initiate a process for a replacement or refund, as the case maybe.

   1.9. In case the Customer wishes to return part of an order the same steps must be followed as provided in Clause 1.

   1.10. Bulk orders cannot be replaced or returned unless in the manner provided in this Clause 1.10. In the event, the Product received in bulk order are damaged, the Customer can reach out to us in accordance with Clause 1. The Company shall at its own discretion determine whether a bulk order or part of a bulk order qualifies for return or replacement.

2. REFUND POLICY
  

   2.1. All refund requests shall be processed within 72 (seventy-two) hours of completion of the return or cancellation of the Product in the Customers’ source account.

   2.2. If a Customer cancels an order which has not been dispatched, the purchase amount shall be refunded within 5 (five)-7 (seven) working days of cancellation, subject to deduction of cost incurred, if any. However, in the event a Customer cancels an order after an order has been dispatched but not delivered to the Customer, the purchase amount shall be refunded within 5 (five)-7 (seven) working days, subject to deduction of two-way shipping charges and handling cost.   

   2.3. In case a refund has been requested by a Customer, then the Customer shall have an option to buy a similar Product based on the Customers’ preferences as communicated to NE Origin’s executive, however, in the event the Product to be replaced is out of stock, then the Customer shall get the refund.

   2.4. Only in the event where a damaged or wrong Product has been delivered to the Customer, the Company will refund the shipping cost along with the cost of the Product.

   2.5. Any Product purchased in pursuance of an ongoing offer or purchased via any gift shall be replaced in accordance with this Policy. In the event, the Customers’ requests for a refund for purchases made through gift card, the Company may issue credit notes/coupons for the said purchase amount which the Customer can use against any future purchases.3.  This Policy is subject to change without prior notice. The Company shall have the final discretion for accepting the return and refund requests. The customer is hence recommended to read this Policy from time to time, on the Website, to be abreast with any such changes.