Website: www.bestsourcenutrition.com | Effective date: [1st October 2026]
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1. Order cancellation: BestSource’s existing rule 2. Non-returnable products 3. Damage, defect, incorrect or missing items 4. Returns and collection for approved complaints 5. Store credits and legally required monetary refunds 6. Failed delivery, loss or cancellation by BestSource 7. Refund follow-up and complaints Contact and grievancesA customer may request cancellation before the order has shipped or within four hours of placing it, whichever occurs first. Once four hours have passed or the order has been shipped, whichever is earlier, routine cancellation is generally not available.
Please email care@bestsourcenutrition.com immediately with the order number and request. For an eligible customer-requested cancellation, BestSource may offer store credit as the preferred resolution where lawful and agreed by the customer. If the customer is entitled to a monetary refund under applicable law, the refund will be provided through an appropriate original-payment or payment-provider-supported route; store credit will not be imposed instead. This rule does not limit statutory remedies where an order cannot be fulfilled or goods are defective or misdescribed.
Due to product hygiene, integrity and food-safety considerations, nutritional supplements, dietary supplements, herbal infusions and other consumable products are generally non-returnable for change of mind, taste preference, ordering the wrong product or other discretionary reasons.
This non-returnable rule does not prevent a customer from raising a complaint or seeking a legally available remedy for goods that arrive damaged, defective, expired, incorrect, incomplete or otherwise not as described.
Our existing terms ask customers to report damaged or defective products within three days of delivery. Please contact us as soon as possible and preferably within three days, attaching order number, photographs of the parcel and product, label/batch/expiry details where relevant, and a description of the issue.
The three-day reporting request helps preserve evidence and does not remove consumer rights that apply under law. Do not consume a product if its seal is compromised, it appears contaminated or it is expired.
We may request further information or arrange inspection or collection. Where a complaint is validated, we will offer an appropriate replacement, fulfilment of missing items or store credit if the customer agrees and this is legally permissible. Where a monetary refund is required by applicable law, the customer retains that entitlement and BestSource will arrange it through a supported payment-provider process.
Do not send products back without receiving return instructions. For an approved complaint, support will explain whether collection, return shipment, photographic verification or another method is required.
If a return is required because of our error or a validated damaged/defective/incorrect item, we will arrange or cover reasonable return logistics as required by applicable law and the agreed resolution. Keep the item, packaging and accessories in the condition received where safely possible.
BestSource does not offer routine manual cash, cheque, NEFT or bank-transfer refunds as a discretionary customer-service option. For cases eligible for a discretionary resolution, we may offer store credit, subject to the customer accepting it. Where a monetary refund is required by law (including applicable cancellation or non-fulfilment circumstances), BestSource will process it through the original payment method or another legally appropriate, secure payment-provider-supported method. We will communicate the expected processing timeframe and any payment-provider settlement period.
Store credits, where agreed, will be issued to the customer account or another documented BestSource store-credit mechanism, with the amount, redemption conditions and validity (if any) clearly communicated at issuance. Credits must not be represented as cash refunds. Statutory refund processing will not be delayed or denied because the customer declines store credit.
We do not routinely request bank account details for manual refunds. Customers should never share OTPs, card PINs or passwords. If an exceptional statutory refund cannot be returned through the original payment method, our support team will explain a secure and legally compliant alternative.
If BestSource cannot fulfil an accepted prepaid order because of stock, serviceability or another BestSource-side issue, the customer may accept store credit or another mutually agreed alternative; where a monetary refund is legally due, it will be provided and will not be replaced by compulsory store credit.
Where a shipment is reported lost or misdelivered, we will investigate with the logistics provider and resolve the matter in accordance with applicable consumer law.
For questions about issued store credits, email care@bestsourcenutrition.com with the order number. For legally required monetary refunds, we will share the payment-provider reference and assist with tracing the transaction after the advised processing period.
Nothing in this Policy excludes rights or remedies available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 or other applicable laws.
For consumer complaints, we aim to acknowledge receipt within 48 hours and resolve complaints within one month of receipt, in accordance with applicable e-commerce requirements. Where additional investigation is needed, we will communicate the status and next steps.
BestSource Nutrition | www.bestsourcenutrition.com
