Refund Policy

We Accept Returns For:

• Damaged packaging on arrival — Leaking, crushed, or compromised seal (unopened)
• Manufacturing defects — Wrong product, contamination, off smell/taste (upon inspection)
• Expired or nearly expired products — If shelf life is <60 days at delivery
• Wrong item shipped — We sent the wrong product entirely
• Quality mismatch — Product doesn’t match description (e.g., crystallized when promised powder)

We Don’t Accept Returns For:

• Opened/partially consumed products — Food safety requires unopened returns only
• Change of mind — Ordered the wrong thing? Contact us within 48 hours; we may help
• Taste preference — “Not sweet enough” or “tastes different than expected”
• Allergic reaction — Our labels list all ingredients. Check before purchase
• Damage from mishandling — Dropped, exposed to heat/moisture after delivery
• Orders older than 30 days — Return window closes 30 days from delivery

🚨 Food Safety: We cannot resell opened food products, even if the seal was broken by our courier. If damaged, we replace it; we don’t take it back and resell.

Step 1: Report Within 24 Hours of Delivery

Contact us immediately if you suspect an issue:

• 📧 Email: [email protected]
• 🔗 Online form: Visit biotag.in/returns and describe the issue
• 📸 Include photos: Of packaging damage & product condition (unopened)

⏰ Why 24 hours? If you report a defect late, we can’t verify courier responsibility or product condition authentically.

Step 2: We Review & Respond

We’ll respond within 24–48 business hours with one of three outcomes:

1. Approved: We arrange free pickup & send a replacement immediately
2. Approved (Refund): If out of stock, we refund instead of replacing
3. Request More Info: We may ask for additional photos/details
4. Denied: If it doesn’t qualify per our guidelines. We’ll explain why.

Step 3: Return Shipping

For approved returns:

• We provide a free pickup label or return address
• Drop off at your nearest courier center (no cost to you)
• Product must arrive back within 7 days

📌 Note: In rare cases where a refund is faster than replacement, we issue the refund immediately instead of waiting for return pickup.

Step 4: Refund or Replacement Issued

Once we receive & verify the returned product:

• Refund: Credited to your original payment method within 5–7 business days
• Replacement: Ships immediately (no additional shipping cost)

💳 Note: If you paid by credit card, refund appears as a reversal (not a fresh credit). Allow 5–7 business days for your bank to process.

Quality Issues We Take Seriously

If you discover a manufacturing defect, we want to know (and make it right):

• Off smell/taste — Doesn’t match standard Biotag quality
• Contamination — Foreign objects, discoloration, mold (rare, but critical)
• Wrong packaging — Label mismatch (e.g., says “Jaggery Powder” but contains Coconut Sugar)
• Packaging failure — Seal broken during manufacturing (not from courier)

How to report: Email [email protected] with:

• Order number & product name
• Description of defect
• Photos (close-up of defect or contamination)
• Note: We may request the product back for lab analysis

🔬 Lab Analysis: If we suspect a manufacturing issue, we may test the product. If confirmed defective, you get a full refund + replacement, and we investigate our supplier.

What to Do Immediately:

1. Don’t open it. Photograph the damaged packaging (external & internal)
2. Email within 24 hours: [email protected] with order number & photos
3. We’ll arrange pickup & send a replacement (free shipping)

⚠️ Important: Courier companies deny damage claims after 24 hours. Report immediately or you lose the claim.

Courier vs. Product Defect

How we tell the difference:

• Courier damage: Box/pouch crushed, liquid leaking from outside, external trauma
• Product defect: Contents off-color, smells wrong, contaminated (seal wasn’t breached by courier)

Both are covered — we handle the investigation & logistics. You don’t need to file a claim yourself.

Window: 48 hours from delivery

If you ordered by mistake & haven’t opened the product, contact us within 48 hours:

• 📧 [email protected] with your order number & request (swap or refund)
• We’ll arrange a free return & swap OR refund (your choice)
• If product was opened, we can only refund shipping costs (not product)

💡 Tip: Always check the order confirmation before your package arrives. Last-minute cancellations are fastest.

Important:

All Biotag product pages list complete ingredients & allergen info. Please review carefully before purchase.

⚠️ Disclaimer: While our products are made in facilities with strict hygiene protocols, we cannot guarantee zero cross-contamination. If you have severe allergies, review the ingredient list & contact [email protected] before ordering.

If you experience an allergic reaction:

1. Seek medical attention immediately
2. Contact us with order details & ingredient confirmation
3. We’ll investigate & issue a full refund
4. Note: We’re not liable for health outcomes, but we take ingredient safety seriously

We guarantee a minimum shelf life of 90 days from delivery.

If your product arrives with less than 60 days remaining before expiry:

• Email photos of the expiry date to [email protected]
• We’ll refund or replace immediately
• No need to return the product (keep it or dispose safely)

📌 How we ensure freshness: All products are packed to order. We date-code before shipping so you get the newest batches.

• Opened products — Food safety prevents us from accepting opened/partially used products
• No proof of purchase — Order confirmation or receipt required
• Beyond 30-day window — Returns must be reported within 30 days of delivery
• Misuse or damage by customer — Dropped, exposed to heat/direct sunlight, freezer damage
• Fraudulent claims — If we detect repeat false claims, we reserve the right to deny future returns

🔒 Fraud Protection: We take product quality seriously. Repeated false claims or attempts to exploit our policy will result in account restrictions.

For orders 100+ units, special return terms apply. Contact [email protected] for details.

If We Can’t Agree

Our goal is always a fair resolution. If we deny a return & you disagree:

1. Request escalation: Reply to our decision email with additional details
2. Manager review: We’ll escalate to our operations manager (48–72 hours)
3. Final decision: We make a final call within 5 business days
4. Still unresolved? You can file a complaint with relevant consumer protection authorities (NRAI/RTO in India)

Consumer Protection

Your Rights Under Indian Law: You are protected by the Consumer Protection Act, 2019. If you believe we’ve violated your consumer rights, you may escalate to:

• 🏛️ District Consumer Commission (complaints under ₹1 crore)
• 🏛️ National Consumer Disputes Redressal Commission (complaints above ₹1 crore)

We comply with all Indian consumer protection laws & encourage you to reach out to us first before escalating legally.

Returns & Refunds Support:

• 📧 Email: [email protected]
• 🔗 Return Form: biotag.in/returns
• ⏰ Response time: 24–48 business hours (weekdays)