Return & Refund Policy

Returns, Refunds, Cancellations and Exchanges

What We Will Do Together:

  • Step 1 –
    • Raise a return/ replacement request within 7 days from the date of delivery, if you’ve received wrong or expired product(s).
      • Please raise a request here with order and contact details -
        https://otrix.in/contact-us
      • You can also raise a request with us using the Chat option.
    • In case of damaged/ missing product(s), raise a return/ replacement request within 2 days from the date of delivery.
  • Step 2 – Give us 3 working days to review your return request.
  • Step 3 – After reviewing your return request, we will send our courier partner to pick up the products delivered to you.
  • Step 4 – In case our reverse pick up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges, either in your Gpay, Phone Pe or Otrix Wallet.
  • Step 5 – After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon the stock availability.

Under what conditions can I return/ replace my product?

  • Wrong product delivered
  • Expired product delivered
  • Damaged product delivered – Physical damage/ tampered product or packaging
  • Incomplete order – missing products

Under what conditions return/ replacement requests will not be accepted?

  • Opened/ used/ altered products.
  • Original packaging (mono cartons, labels, etc.) missing.
  • The return/ replacement request is generated after 7 days from the date of delivery.
  • The damaged/ missing product is reported after 2 days from the date of delivery.

How are returns processed?

Once you request to return a product, a pick up is organised for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.

Can I cancel my order?

You can cancel order from CANCEL button from order details page under My account section. You just need to give reason for cancellation, and leave rest on us.

      OR

Please call us on +91 9081908282, (Mon - Fri - 10 am to 6 pm), and we will help you in cancelling the order.

**Otrix Life Science reserves the right to cancel any order without pre-confirming the customer at any time and may verify any order before shipping the same to the customer that may include having a verbal or written confirmation from the customer.

Note - Orders can be only cancelled till the status is “Ready to Ship”.

How will I receive the refund for my cancelled or returned product?

    In case of prepaid orders, money will be returned to the bank account/ credit/debit card or where the payment was made from within 7 business working days. For Cash on Delivery orders customers will be required to provide bank details where they would like to receive the refund.

How long does it take to receive a refund for a cancelled order or returned product?

    We will process your refund within 7 business days incase of cancellation of an order.In case of returns, we will refund the money after the product has been received by our warehouse and post completion of quality check. Please note, this entire process takes 2 weeks after the return has been picked up.

Can I return part of my order?

      Yes. You can return any products that are eligible for returns within 7 days of delivery.


NOTE TO CUSTOMERS

Fair Usage Policy

We go to extensive lengths for smooth user experience. However, at times we need to be stringent with our policies to serve our customers better. We have noticed that although a vast majority of our customers have genuine concerns, where we are always upfront to support; there are some accounts that abuse our liberal return and exchange policies. These accounts typically return items, choose not to accept our shipments or demand cashback for issues that we are not responsible for. Hence, our regular customers are deprived of the opportunity to purchase these products themselves. To protect the right of our customers, our customer care support team reserves the right to assess, judge and then take the necessary action at their discretion.

Impairment & Damages

We take the utmost care and accountability while sending our products to you. Your package is screened and goes through an extensive quality check so that we deliver the best to you. However, if you have received partial, void or damaged items through your order on our website directly, kindly contact the customer service team within 2 days of the order delivery. Please keep a note of the following:

      1. Do not use the products
      2. Take proper snapshots of the products
      3. Keep the invoice copy with you

If, however, the order is placed through an online marketplace, please raise the issue to our customer service team. In such a case, Otrix Life Science is not responsible for any damages caused.

Change of Packaging

Packaging, bottles and communications at Otrix Life Science LLP undergo constant innovation and changes without affecting the formulation and efficacy of the product. These changes are for seamless user experience and comply with government notifications. Presence and placements of symbols or stickers depicting the information regarding the product may vary conforming to government rules and regulations. There can be changes in the placement of sticker and symbol, but please be assured that the product is authentic and untampered.

In our new product packaging policy, we are slowly discarding outer boxes and packing material to be more eco-friendly. So, going forward you may start to receive products without its outer packaging made with paper. This reduced packaging will in no way hamper the authenticity or efficacy of the products. Reducing our carbon footprint takes us one step closer towards a greener future. Thank you for joining our efforts towards environment conservation.

Suspending Promotions   

Otrix Life Science LLP reserve the right to cancel any on-going or future promotions, offers, sales, gifts and giveaways on the products without any liabilities.

For any queries feel free to reach out to our customer care team at care@otrix.in who will be happy to clarify your concerns.