Welcome to Protense, hereinafter be referred to as the "Company", "we", "our" or "us". We strive to provide the highest quality protein supplements and outstanding customer service. If, for any reason an individual who orders the product ("User", "you" or "your") is not completely satisfied with purchase, we are here to help. Please read our refund, return and cancellation ("Returns Policy") policy carefully.
Subject to the terms and conditions in this Returns Policy, you may apply for a cancellation of a placed order, return, refund or exchange of a product purchased from Protense.in (including its mobile version) and mobile application (collectively the "Website").
By using the Website and/or placing a request to purchase Product(s) through the us, you agree to comply with and be bound by the terms of this Policy without modification. If you do not agree to these terms, you are advised not to proceed with any transactions on the Website.
Please note that we may, from time to time, update or amend the terms of this Policy governing the return, refund, or cancellation of orders placed on the Website. Each time you access or transact on the Website, you are responsible for reviewing the Policy to ensure you are aware of the terms and conditions applicable at that time.
(a) the Product was purchased under conditions other than Sale Offers, as Products bought under Sale Offers are not eligible for return or exchange;
(b) the return request is initiated within 7 (seven) days from the date of delivery (“Return Period”);
(c) the Product is unused, unopened, and returned in its original packaging with the seal intact;
(d) valid proof of purchase, such as the order number or receipt, is provided;
(e) the Product is damaged, defective, of unsatisfactory quality, not in working condition, delivered with missing parts or accessories, or materially different from the Product description provided on the Website and;
(f) you provide all information and documents reasonably required by us to investigate and process the return request.
(a) The Product has been opened or used i.e., there is a change in the quality, quantity or other characteristics of the product or damaged while under your care.
(b) The Product is a Partial order.
(c) The Product is purchased through unauthorized resellers.
(d) The price tag /bar code, brand tags, original packaging material, accompanying accessories is not intact and is altered, damaged or discarded by you.
(e) The Product is marked as for final sale or clearance.
(f) If you have placed the order for a wrong Product model.
(g) We are not satisfied that the Product has not been rendered defective or unusable.
(h) Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
To initiate a return, you are required to contact our customer service team by email at support@protense.in, providing your order number along with the reason for the return, supported by product images, the AWB label, and any relevant videos. Upon receipt of your request, our customer service team will review and assess the grounds for return and, if approved, authorize and schedule the return or reverse pick-up. You must ensure that the Product is securely packaged in its original packaging, including all accessories and documentation. The return or reverse pick-up will thereafter be carried out by our designated delivery partner in accordance with the schedule communicated to you.
Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.
2.1 At the time of raising a request for return of the Products on the Website, you may seek a refund for the Product. Please be informed that when you opt to return the Products, upon our verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy will be processed within a period of 72 hours [insert time period] from the date of our verification of the defect or non-compliance in the Product. Your refund will be processed only when the conditions stipulated by us are fulfilled, such as the Product being returned in its original condition, along with the price tag intact, including the original packaging of the Product, the brand outer packaging, and all accessories therein. For the sake of clarity, no refund shall be made in respect of a Product that is deemed ineligible for a refund based on our verification and assessment.
2.2 We do not make any cash refunds. The refund amount will be credited to your original mode of payment.
2.3 We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy upon our assessment pursuant to its return. In such cases, we may notify you and return the Product without initiating a refund.
2.4 If it is found that your return/refund request is fraudulent, we reserve the right to block your account with immediate effect and discontinue all services, including but not limited to prepaid orders on the Website.
3.1 Exchanges shall be permitted only in cases where the item received is defective or damaged. To initiate an exchange, you must contact our customer service team within 7 (seven) days from the date of receipt of the item.
3.2 If you receive a damaged or defective product, please contact us immediately at support@protense.in with your order number and a description of the issue.
To cancel an order, you may contact our customer service team at support@protense.in. An order shall be eligible for cancellation only if it has not yet been shipped. Once an order has been dispatched and is in transit, it shall not be capable of being cancelled or recalled.
Thank you for choosing Protense. We value your trust in us and are committed to your satisfaction.