Cancellations, Returns
& Refunds

Supplements are hygiene-sensitive, so our policy is strict — but it is also clear. Read this before you order so there are no surprises.

Last updated: 8 October 2026

The short version

Record an unboxing video every time. Report any issue within 24 hours of delivery with your Order ID, that video and clear photographs. Approved refunds reach you in 5–7 working days. Without the unboxing video we cannot process a claim.

What we accept

A return or replacement is accepted only in these two situations:

  1. You received a wrong product compared to what you ordered.
  2. The package was received in a tampered or opened condition.

In both cases we replace the product or refund you in full, including any shipping you paid. The error is ours and you should not be out of pocket for it.

Proof required

  • Your Order ID.
  • An unboxing video — mandatory. Start recording before you break the outer seal and keep filming in one continuous take until the product is fully unwrapped. Make sure the shipping label and the product's batch and expiry are visible.
  • Clear photographs of the product, its seal, the batch and expiry print, and the outer packaging including the courier label.

We know the video requirement is inconvenient. It exists because it is the only reliable way to tell a genuine complaint from a fraudulent one — and honouring fraudulent claims is what forces sellers to raise prices for everyone else.

What we cannot accept

Returns are not accepted in any of these cases:

  • Products that have been opened or used
  • Broken or removed safety seals
  • Missing original packaging
  • Change of mind after delivery
  • An incorrect selection made by the customer at checkout
  • Dislike of the taste, texture or mixability
  • Damage occurring after delivery
  • Any order without unboxing proof
  • Claims raised more than 24 hours after delivery

After delivery and inspection, a strict no-return policy applies to sealed supplements for hygiene and safety reasons.

How to raise a claim

  1. Within 24 hours of delivery, WhatsApp +91 92033 48457 or email Support@fitlexa.in.
  2. Include your Order ID, the unboxing video and the photographs.
  3. Our team verifies the claim. This normally takes 1–2 working days.
  4. If approved, we arrange a reverse pickup or ask you to return the item, depending on your location.
  5. Once the product reaches us and is verified, your replacement is dispatched or your refund initiated.

Refund timeline

Approved refunds are processed within 5–7 working days to the original payment method, following verification by our team.

Payment methodRefund routeTime after approval
UPISame UPI ID3–5 working days
Credit / debit cardSame card5–7 working days
Net bankingSource bank account5–7 working days
WalletSame wallet2–4 working days
Partial CODOnline part refunded to source; balance by bank transfer5–7 working days

Bank processing time after we initiate the refund is outside our control.

Cancellations

  • Before dispatch: cancel free of charge. Message us as soon as possible — dispatch is often within hours.
  • After dispatch: an order cannot be cancelled once handed to the courier.
  • Refused delivery: if you refuse a delivery without a valid reason, return freight is deducted from the refund.
  • Repeated partial-COD refusals may result in prepaid-only status on your account.

Why this policy is strict

Supplements are ingestible products. Once a tub leaves our control and a seal is broken, we have no way to verify that the contents are unchanged — and reselling it would be unsafe and, in our view, indefensible.

Every order is quality-checked before it ships: seal, batch, expiry, net weight and brand verification code. That is where we put the effort, so that returns are rarely necessary in the first place.

Unsure before ordering? Message us on WhatsApp with your goal and budget. We would far rather spend ten minutes helping you pick the right product than process a return you are not entitled to.