Effective Date: 10/07/2025
For the purpose of this Policy, Itensia Healthcare Pvt. Ltd. shall be referred to as the “Company”, “we”, “our” or “us”, and the customer as the “User”, “you” or “your”.
1. Order Cancellation, Return & Refund Eligibility
A. Applicable Cases:
You may request:
Cancellation
Orders can be cancelled before shipment as per Section 2C.
Refund Eligibility
Refunds are applicable under the following conditions:
Product not received
Product received in a defective or damaged condition
Product is materially different from what was ordered
Delivery delay renders the product unusable
Order violates the User Agreement (refer to Terms & Conditions)
Exchange
Exchanges are allowed for eligible returns, subject to stock availability.
B. Non-Returnable Items:
Used/opened products (seal broken).
Perishable items (e.g., protein bars).
Products causing personal reactions (rashes, flavor dislike).
Incorrect returns (wrong product sent back).
Requests initiated beyond specified timelines.
2. Return Process & Timelines
A. Request Window:
| Scenario | Timeframe |
|---|---|
| Opened/damaged packaging | Same day of delivery |
| Defective/damaged product | Within 2 business days |
| Wrong product delivered | Within 2 business days |
| Other valid reasons | Within 14 days of delivery |
B. Steps to Initiate:
Email: care@powerupmaxx.com with the following details:
Order number
Photos or videos of the issue
Brief description of the problem
Approval: We will investigate and notify you within 48 hours.
Return Shipping:
Free pickup will be arranged by us (India only).
For UAE/USA returns, follow the instructions provided after approval.
3. Refund & Exchange
A. Refund Methods:
Prepaid Orders: Credited to original payment source (5–7 business days).
COD Orders: Bank transfer or wallet credit (provide details).
B. Deductions:
10% restocking fee for non-defective returns.
Shipping charges (unless Company error).
C. Exchanges:
Subject to stock availability.
Processed after return inspection.
4. Order Cancellation
A. By User:
Pre-shipment: Full refund within 24 hours.
Post-shipment: Must follow return process.
B. By Company:
We may cancel orders if:
Suspicious activity detected (e.g., bulk orders, fake addresses).
Payment verification fails.
User classified as “High Fraud Risk” (Section 2B).
5. Fraud Prevention
A. High-Risk Indicators:
Invalid/ incomplete shipping details.
Overuse of voucher codes.
Frequent unjustified returns.
Refusal to pay for orders.
B. Actions:
Account suspension/termination.
Forfeiture of loyalty points.
Legal action for fraudulent claims.
6. General Terms
Refunds processed within 15 business days of approval.
No liability for delays due to payment gateways/banks.
International returns: Customs duties non-refundable.
7. Contact Us
For queries or escalations:
Email: care@powerupmaxx.com