Return & Refund Policy

At Lunerva Nutrition, we want you to be satisfied with your purchase of Mag-Trio Triple Magnesium. This Return & Refund Policy explains the conditions under which returns, replacements, and refunds are processed for orders placed on www.lunervanutrition.com. This policy is displayed prior to checkout and forms part of our Terms & Conditions.

Note: If you purchased through Amazon, please refer to Amazon's return and refund process for that order, as marketplace purchases are governed by Amazon's policies. For orders placed directly on our Website, the policy below applies.

1. Return Eligibility

You may request a return within the following conditions:

• Returns must be requested within 7 days of the delivery date.
• The product must be unopened, unused, and in its original sealed packaging, with the seal, label, batch number, and price tag intact.
• The product must not have been damaged, tampered with, or used in any way.
• Proof of purchase (order ID, invoice, or order confirmation email) is required for all return requests.
• The batch number on the returned product must match the batch number mentioned on the invoice.

Because Mag-Trio is a consumable health supplement, we are unable to accept returns of products that have been opened or partially/fully used, for hygiene, safety, and regulatory reasons, except where the product received is defective, damaged in transit, expired, or incorrect (see Section 2 below).

2. Damaged, Defective, Expired, or Incorrect Items

If you receive a product that is damaged, defective, expired, or different from what you ordered, please contact us within 48 hours of delivery with:

• Your order ID and proof of purchase.
• Clear photographs or a short video of the product, packaging, and shipping label showing the issue, taken at the time of unboxing wherever possible.

Once verified, we will offer a free replacement or a full refund, at your choice, at no additional cost to you, including reverse pickup where applicable. Please do not accept delivery of a package that shows visible signs of tampering or damage at the doorstep.

3. Non-Returnable Situations

We are unable to accept returns or offer refunds where:

• The product has been opened, used, or partially consumed (other than in cases covered under Section 2).
• The return request is made after 7 days from the date of delivery.
• The product was purchased from an unauthorised reseller rather than directly from our Website or our official Amazon storefront.
• Original packaging, seal, label, price tag, or batch information is missing, altered, or illegible.
• The return request arises from a change of mind, incorrect ordering by the customer, or expectation of a specific outcome, where the product itself is unopened and otherwise eligible under Section 1, rather than a genuine quality defect.

4. How to Initiate a Return or Refund Request

• Email us at info@lunervanutrition.in or call +91 98912 72006 within the applicable window, with your order ID and reason for return.
• Our customer support team will review your request and confirm eligibility within 2-3 business days.
• If approved, we will arrange a reverse pickup (where serviceable) or provide return shipping instructions.
• Once the returned product is received and inspected, we will notify you of the approval or rejection of your refund.

5. Refund Method and Timeline

• Approved refunds will be processed to the original payment method used at checkout.
• Refunds for prepaid orders are typically initiated within 5-7 business days of approval; the amount may take an additional 5-10 business days to reflect in your account, depending on your bank or payment provider.
• For Cash on Delivery (COD) orders, refunds will be processed via bank transfer or UPI; you will be asked to share your bank account or UPI details for this purpose.
• Shipping charges, if any, are non-refundable except where the return is due to our error (damaged, defective, expired, or incorrect item).

6. Cancellations

• Orders may be cancelled free of charge as long as they have not yet been shipped. Please contact us as soon as possible after placing your order if you wish to cancel.
• Once an order has been shipped, it cannot be cancelled; you may initiate a return after delivery in accordance with Section 1, if eligible.
• In rare cases where we are unable to fulfil your order (e.g., stock unavailability), we will cancel the order and issue a full refund.

7. Exchanges

We currently do not offer direct exchanges. If you wish to order a different product or variant, please initiate an eligible return (or replacement under Section 2) and place a new order separately.

8. Contact for Return & Refund Queries

If you are not satisfied with the resolution provided by our customer support team, you may escalate your concern to our Grievance Officer (see contact details below).

Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000 (and rules made thereunder), the contact details of the Grievance Officer of Lunerva Nutrition, designated to address any complaints, concerns, or grievances regarding our products, services, or this policy, are as follows:

We aim to acknowledge all grievances within 48 hours of receipt and resolve them within 30 days, in accordance with applicable law.