Return, Refund & Cancellation Policy

Last updated: 12th August 2026· Operated by Satva Biotech Private Limited (NRoute)

Important — Please Read First
NRoute products are consumable health and nutrition supplements. For hygiene, safety and product-integrity reasons, opened, used, or tampered products cannot be returned or exchanged, except where a product is received damaged, defective, expired, or incorrect. Please review this policy before placing your order.

1. Cancellation Policy

Cancellation by You (the Customer)
You may request to cancel an order before it has been processed or dispatched. To request a cancellation, contact us at info@satvabiotech.in or call (+91) 9769937372 with your order number.

• Cancellation requests are accepted only until the order has been processed/approved for dispatch.
• Once an order has been dispatched, it can no longer be cancelled. It may instead be handled under the Return / Replacement section below, where eligible.
• Where a cancellation is accepted before dispatch, the entire amount paid will be refunded to the original payment method within the refund TAT stated in Section 4.

Time to cancel: Cancellation requests should be raised within 24 hours of placing the order, or before dispatch — whichever is earlier.

Cancellation by NRoute
As set out in our Terms & Conditions, we reserve the right to cancel any order at our sole discretion — including for reasons such as non-availability of stock, pricing or product-information errors, issues flagged by our fraud-avoidance checks, or orders classified as "Bulk Orders". Where we cancel a prepaid order, the full amount will be refunded within the refund TAT stated in Section 4.

2. Return & Replacement Eligibility

We accept returns / replacement requests only in the following cases:

• The product was received damaged or in broken/leaking packaging.
• The product delivered was incorrect (different from what you ordered).
• The product was defective or received in a tampered/seal-broken condition.
• The product was expired or close to expiry on the date of delivery.

Returns are not accepted in the following cases:

• The product has been opened, used, or its seal broken (except where received defective/tampered).
• Change of mind, wrong product self-selected, or "no longer required".
• Requests raised after the return window stated below has lapsed.
• Products not purchased directly from www.nroute.co.in.
• Free items, samples, and promotional/combo components (unless the entire order qualifies).

Return Window: Eligible return/replacement requests must be raised within 2 days of delivery. To be valid, the request must include your order number and clear photos/video of the product and outer packaging (an unboxing video is strongly recommended and may be required for damage/tampering claims).

3. How To Raise A Return / Replacement

1. Contact Us — Email info@satvabiotech.in or WhatsApp/call within the return window with your order number.
2. Share Proof — Send photos/unboxing video of the product & packaging showing the issue.
3. Verification — Our team reviews and approves eligible requests within 24–48 hrs.
4. Pickup / Replace — Reverse pickup is arranged where serviceable, or a replacement is dispatched.

Where reverse pickup is not available at your pin code, you may be asked to self-ship the product to our returns address; reasonable shipping costs for eligible returns will be reimbursed as store credit or to the original payment method, as applicable.

4. Refund Policy & TAT

Once your return is received and inspected, or your cancellation is approved, we will process your refund. Refunds are issued to the original payment method for prepaid orders. For Cash-on-Delivery (COD) orders, refunds are processed to a bank account / UPI you provide, or as store credit, at your option.

Refund timelines after initiation depend on your bank/payment provider and are outside NRoute's control.

Shipping charges (if any) are non-refundable, except where the return is due to our error (damaged/wrong/defective item).

A promo code, reward point, or discount used on a cancelled/returned order is not separately refunded, in line with our Terms & Conditions.

In line with our Terms, our maximum liability is limited to a replacement of the same product, or an alternate product of the same value.

5. Damaged, Wrong Or Missing Items

If your order arrives damaged, incorrect, or with items missing, please notify us within 48 hours of delivery with your order number and photos/video. Verified cases will be prioritised for a free replacement or a full refund, including any shipping charges paid.

Need Help?
Email: info@satvabiotech.in · Phone: (+91) 9769937372
Grievance Officer: Mr. Darshansinh Jhala, Satva Biotech Private Limited, 203-204 Peninsula Plaza, Fun Republic Lane, Andheri West, Mumbai 400053.
Track your order anytime at nroute.shiprocket.co