Refund policy

Nutri Foods - Return & Refund Policy

Last updated: July 11, 2026

Nutri Foods is committed to delivering safe, high-quality food products. Because our products are consumable food items, our ability to accept returns is limited by food safety, hygiene, and shelf-life considerations. This policy explains when a return, replacement, or refund may be considered, and the process for requesting one.

By placing an order with Nutri Foods, you agree to the terms below.

1. General Policy

Due to the perishable and consumable nature of our products, Nutri Foods does not accept returns or offer refunds for reasons of change of mind, taste preference, or incorrect selection by the customer. Once a product has left our warehouse in good condition, it cannot be resold, restocked, or reintroduced into inventory - this makes unrestricted returns commercially unviable and is standard practice across the food industry.

All return and refund requests are handled on a case-by-case basis, at the sole discretion of Nutri Foods, based on the evidence provided and the circumstances of the order.

2. Non-Returnable Items - No Exceptions

The following are never eligible for return, replacement, or refund, regardless of circumstance:

  • Any product that has been opened, unsealed, or consumed (even partially)
  • Products reported after the applicable reporting window has passed
  • Products without valid, timestamped proof as outlined in Section 4
  • Products damaged due to customer mishandling, improper storage, or exposure to heat/moisture after delivery
  • Sale items, promotional/bundled items, or clearance stock, unless otherwise stated at the time of purchase

3. Reporting Window

Any issue with an order - including suspected damage, defect, wrong item received, or expiry-on-arrival - must be reported within 24 hours of the delivery timestamp. Requests raised after this window will not be considered under any circumstances, as we are unable to verify the condition of a food product beyond this period.

4. Proof Required

To be considered for review, all claims must include:

  • An unboxing video showing the sealed package being opened for the first time, or clear, timestamped photographs of the unopened product and any visible issue (damage, packaging defect, foreign object, incorrect item, etc.)
  • Photos/video must be submitted within the 24-hour reporting window
  • The original order number/invoice

Claims submitted without this evidence, or with evidence that appears edited, incomplete, or inconsistent with the reported issue, will be declined.

5. Eligible Grounds for Review

Only the following issues will be considered for a resolution, subject to verification:

  • Product received in a damaged or leaking package at the time of delivery
  • Wrong item shipped
  • Missing item(s) from the order
  • Product found to be expired at the time of delivery (based on the printed expiry date, not delivery delays caused by courier/logistics beyond Nutri Foods' control)

6. Resolution Process

  1. Contact us via email or WhatsApp (details in Section 9) within 24 hours of delivery, with your order number and proof as described in Section 4.
  2. Our team will review your claim within 24 - 48 hours of submission.
  3. If approved:
    • Nutri Foods will first offer a replacement of the affected item(s).
    • If a replacement is not available (e.g. out of stock), a refund will be processed instead.
  4. If a physical return of the product is required for verification, return shipping costs are the responsibility of the customer, unless Nutri Foods determines the fault was clearly on our end (e.g. wrong item shipped), in which case shipping costs may be reimbursed at our discretion.

7. Refund Method & Timeline

  • Prepaid orders: Approved refunds will be credited to the original payment method used at checkout, within 10 - 14 business days of approval.
  • Cash on Delivery (COD) orders: Since payment is collected at the point of delivery, approved refunds for COD orders will be processed via a method determined by Nutri Foods (such as bank transfer, JazzCash, or EasyPaisa), and the customer will be informed of the applicable method and any verification steps required at the time the refund is approved. Processing may take longer than prepaid refunds.

8. Delivery Delays & Third-Party Courier Issues

Nutri Foods is not responsible for delays, spoilage, or damage caused by third-party courier handling once the product has left our facility in proper condition and packaging, except where such damage is reported and verified within the 24-hour window in accordance with Sections 3 and 4.

9. How to Reach Us

To report an issue or initiate a claim:

  • Email: shop@nutrifoods.pk / hsmmarketing@hotmail.com
  • WhatsApp: 0311-1125236
  • Response time: 24–48 hours

Please have your order number and photo/video proof ready when reaching out.

10. Governing Terms

This policy is governed by the applicable consumer protection laws of Pakistan, including relevant provincial Consumer Protection legislation, without prejudice to Nutri Foods' right to set reasonable commercial terms for perishable goods. Nutri Foods reserves the right to amend this policy at any time; the version in effect at the time of your order will apply.

Nutri Foods is a sole proprietorship operating in Lahore, Punjab, Pakistan.