Return & Refund Policy

Effective date: 01 Feb 2026

Scope

This policy governs returns, refunds and evidence requirements for physical Products sold by Company Nutrition Private Limited ("Company"). It applies to purchases placed on Company's website and on authorised Amura sales channels. This policy complements rights available under applicable law (including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020).

Definitions

For the purposes of this policy:

  • Customer: means the individual or entity that purchased the Product.
  • Product: means the physical goods including health supplements supplied by Company.
  • Unboxing video: means a continuous, unedited video recorded at the time the sealed parcel is opened that clearly shows the sealed parcel, the opening act, and the items inside.

General Principles

Company takes Product quality and consumer protection seriously. Company will accept returns and issue refunds only in accordance with this policy.

Nothing in this policy will limit a consumer's statutory rights which cannot be lawfully excluded. Where this policy conflicts with applicable law, the law prevails.

Return Eligibility

A return or refund will be considered only for the following bona fide reasons:

  • The Product is physically damaged on delivery.
  • The Product delivered is incorrect (wrong SKU (Stock Keeping Unit) /variant) compared to the order.
  • A Product or unit is missing from a sealed parcel, subject to the Unboxing Video Policy (Section 5).

Not eligible for return or refund:

  • Any Product that is opened, unsealed, used, partially consumed, or tampered with (this includes consumables, supplements, sprays and similar products) — except where the Product is demonstrably defective and unfit for use at delivery. This hygiene exception is necessary for public health and regulatory compliance.
  • Requests based solely on change of mind, personal preference, taste, or perceived effectiveness.
  • Claims raised after the return window set in Section 4.

Return & Claim Windows

All claims for damaged, incorrect, or missing items must be raised within 15 Days of delivery. Claims made after 15 Days will be presumed time-barred and will be rejected, unless otherwise agreed in writing by Company for documented exceptional circumstances.

For non-delivery or courier-related loss where the tracking shows non-delivery, separate courier dispute timelines may apply and will be handled as per our shipping partner SOPs.

Mandatory Unboxing Video (Evidence Requirement)

Purpose: To reduce fraudulent claims and ensure timely, objective dispute resolution.

Requirement:

Customers must record a continuous, unedited unboxing video at the time they open the parcel. The video should clearly show:

  • The sealed outer package with shipping label (so tracking/order ID is visible);
  • The act of opening the parcel from the first cut or tear of the seal;
  • All items removed from the parcel showing quantity and condition.

The unboxing video must be made available to Company, on request, as part of any refund or missing-item claim.

Consequences of non-submission or invalid video:

Claims for missing, incomplete, or incorrect quantities without a valid unboxing video will be rejected except where there is independent, compelling evidence (for example: carrier damage report, carrier CCTV, or other verifiable evidence accepted by Company).

Post-factum, edited, cropped or otherwise manipulated videos and still photographs are not acceptable evidence.

Exceptions:

  • If the parcel was received with visible carrier damage and the carrier provides a damage report or carrier-generated evidence, Company may accept alternative evidence while the carrier investigation is underway.
  • Where law or regulatory authorities require retention of specific evidence, Company will comply.

Privacy note:

Video evidence will be used solely to evaluate the claim and will be retained for only as long as necessary to process and audit the claim in accordance with our Privacy Policy and applicable law.

How to Submit a Claim

Raise the claim via our support email: ajith.kumar@amura.ai or via the contact form on the website, attaching the order invoice, delivery receipt, and the unboxing video (or carrier report where applicable).

Our customer support team will acknowledge receipt within 48 business hours and provide a claim reference number.

Inspection, Verification & Final Decision

Company reserves the right to inspect returned Products and the supporting evidence before accepting a return.

If inspection confirms the claim (damage, incorrect item, missing from sealed parcel with valid video), Company will approve return/refund according to this policy.

If inspection shows the Product has been opened, used, or does not match the claim, Company will reject the claim and notify the customer with reasons.

Shipping Costs for Returns

For approved returns arising from defect, damage in transit, or wrong item shipped, Company will reimburse or arrange return shipping at our cost.

For any other reason, including change-of-mind (which is not accepted), customers are responsible for any shipping costs.

Refund Timing and Method

After approval and receipt of the returned goods (where return is required), Company will process refunds to the original mode of payment.

Refund processing will be completed within 7–10 business days after approval and successful inspection; the time for the amount to appear in the consumer's account depends on the bank/payment provider.

Shipping, handling, or convenience fees charged at time of purchase are non-refundable unless otherwise required by law.

Abuse Prevention and Account Action

Company reserves the right to refuse or limit service, suspend accounts, or decline claims, where Company reasonably suspect fraud, misuse, repetitive or abusive return behaviour, or submission of false evidence. Company may also share information with payment processors or enforcement agencies if fraud is suspected.

Changes to This Policy

Company may update this policy from time to time. The effective date at the top will reflect the last update.

Contact Us

If, for any reason, You are not completely satisfied with any good or service that we provide, don't hesitate to contact us and we will discuss any of the issues you are going through with our product.