REFUND, RETURN & CANCELLATION POLICY

Effective Date: 20 August 2026
Last Updated: 20 August 2026

This Refund, Return & Cancellation Policy (“Policy”) applies to products purchased from NAWINZA (OPC) Private Limited (“NAWINZA”, “Company”, “we”, “us”, or “our”) through our website, direct sales channels, online marketplaces, wholesale transactions, export transactions, or other authorized sales channels, where applicable.

By placing an order with NAWINZA, the customer acknowledges and agrees to this Policy, subject to any mandatory rights available under applicable law.

1. GENERAL RETURN POLICY

NAWINZA aims to supply products that are properly described, appropriately packaged, and suitable for their intended commercial purpose as represented.

However, due to the nature of certain products, particularly healthcare, pharmaceutical, wellness, food, nutrition, cosmetic, beauty, personal-care, herbal, ayurvedic, hygiene, pet-care, and household products, returns may create health, safety, hygiene, quality-control, regulatory, storage, or resale concerns.

Therefore:

Products that have been opened, unsealed, used, consumed, partially consumed, altered, tampered with, or otherwise handled after delivery generally cannot be returned or refunded.

This restriction is intended to protect product quality, safety, hygiene, authenticity, and the interests of customers.

This restriction does not apply where applicable law provides a mandatory right to return, refund, replacement, or other remedy, or where NAWINZA determines that the product qualifies for a remedy because it was defective, damaged, incorrectly supplied, or otherwise not as agreed.

2. PRODUCTS THAT GENERALLY CANNOT BE RETURNED

Unless required by applicable law or otherwise approved by NAWINZA, returns or refunds will generally not be accepted for products that:

Have been opened or unsealed;
Have been used;
Have been consumed or partially consumed;
Have been altered or modified;
Have been tampered with;
Have damaged, removed, or altered labels or packaging;
Have damaged or removed seals;
Have been repackaged by the customer;
Are missing original packaging or accessories;
Are damaged after delivery due to customer handling;
Are returned without the required documentation;
Are returned after the applicable return period;
Are specially manufactured, customized, personalized, or private-labelled for the customer;
Were specifically procured or manufactured against a confirmed customer order;
Are perishable or otherwise unsuitable for resale after delivery; or
Are otherwise excluded from return under the applicable product-specific terms.

3. SEALED AND UNUSED PRODUCTS

Where NAWINZA expressly permits a return of a product, the product generally must be:

Unopened;
Unused;
In its original condition;
In its original and undamaged packaging;
Complete with all labels, seals, accessories, manuals, and accompanying materials; and
Accompanied by valid proof of purchase.

Approval of a return is not automatic merely because a product is unopened.

NAWINZA may inspect the returned product before approving a refund or replacement.

4. DAMAGED PRODUCTS RECEIVED IN TRANSIT

If a product appears to have been damaged during transportation, the customer should notify NAWINZA as soon as reasonably possible after delivery.

The customer should provide:

Order number or invoice number;
Date of delivery;
Product name;
Description of the damage;
Photographs of the product;
Photographs of the outer packaging;
Photographs of shipping labels;
Photographs of visible damage;
Unboxing photographs or video, where available; and
Any other information reasonably requested by NAWINZA.

Customers are strongly encouraged to inspect packages before accepting delivery where the shipping provider permits inspection.

Where damage is clearly attributable to transportation and the claim is accepted, NAWINZA may, depending on the circumstances:

Replace the affected product;
Provide a refund;
Provide a credit;
Arrange another appropriate remedy; or
Take another action permitted by applicable law.

5. DEFECTIVE PRODUCTS

If a product is alleged to be defective, the customer must contact NAWINZA with reasonable details regarding the alleged defect.

NAWINZA may request:

Photographs;
Videos;
Batch/lot number;
Manufacturing details;
Invoice/order information;
Product packaging;
Product samples where reasonably necessary; or
Other information required for quality investigation.

NAWINZA may investigate the complaint before determining the appropriate remedy.

Where a genuine manufacturing or product defect is established and a remedy is required, NAWINZA may provide, as appropriate:

Replacement;
Refund;
Credit;
Repair, where applicable; or
Another remedy required or permitted by applicable law.

6. WRONG PRODUCT OR INCORRECT QUANTITY

If NAWINZA sends:

A different product from the product ordered;
An incorrect variant;
An incorrect size or specification;
An incorrect quantity; or
Another material error attributable to NAWINZA,

the customer should notify us promptly after receiving the order.

After verification, NAWINZA may arrange a replacement, correction, refund, credit, or other appropriate remedy.

7. OPENED OR USED PRODUCTS

IMPORTANT:

Opened or used products are generally not eligible for return or refund.

This includes products where:

The safety seal has been broken;
The package has been opened;
The product has been used;
The product has been consumed;
The product has been partially consumed;
The product has been transferred to another container;
The original packaging has been substantially altered; or
The product has otherwise been handled in a manner that prevents NAWINZA from safely reselling it.

However, this exclusion is subject to applicable law and does not remove any mandatory consumer rights or remedies relating to defective, unsafe, damaged, counterfeit, incorrectly supplied, or otherwise non-conforming products.

8. PERSONAL-CARE, COSMETIC, HYGIENE AND CONSUMABLE PRODUCTS

For hygiene, health, safety, contamination, and quality-control reasons, products including but not limited to:

Cosmetics;
Skincare;
Beauty products;
Personal-care products;
Hygiene products;
Food products;
Nutritional products;
Wellness products;
Herbal products;
Ayurvedic products;
Pet-care products; and
Other consumable or hygiene-sensitive products

generally cannot be returned once opened or used.

Customers should carefully verify product selection, quantity, specifications, and other requirements before placing an order.

9. PHARMACEUTICAL, HEALTHCARE AND REGULATED PRODUCTS

Products that are subject to pharmaceutical, healthcare, medical, regulatory, prescription, storage, safety, or other special requirements may be subject to additional restrictions.

Returns of such products may be restricted or prohibited depending on applicable law and the nature of the product.

NAWINZA will assess complaints involving such products according to the applicable product requirements and laws.

Nothing in this Policy is intended to exclude any mandatory legal remedy available to a customer.

10. PRIVATE-LABEL AND CUSTOMIZED PRODUCTS

Products that are:

Private-labelled;
Customer-branded;
Customized;
Personalized;
Specially manufactured;
Specially packaged;
Specially labelled;
Specifically procured; or
Manufactured or supplied according to customer-specific specifications

are generally non-returnable and non-refundable once production, procurement, customization, labelling, packaging, or other processing has commenced.

This does not apply where NAWINZA has supplied a product that is defective, materially incorrect, or otherwise subject to a mandatory legal remedy.

11. WHOLESALE, EXPORT AND BUSINESS-TO-BUSINESS ORDERS

Wholesale, bulk, export, import, private-label, distributor, and business-to-business orders may be governed by additional commercial terms.

Such terms may include:

Purchase orders;
Proforma invoices;
Commercial invoices;
Supply agreements;
Distribution agreements;
Export contracts;
Incoterms;
Product specifications;
Quality specifications;
Inspection procedures;
Payment terms; and
Agreed return or claims procedures.

Where a specific written agreement contains different return, cancellation, refund, or claims provisions, those agreed provisions may apply to the relevant transaction.

12. CANCELLATION BEFORE PROCESSING

A customer may request cancellation before order processing has commenced.

Cancellation requests should be submitted as soon as possible through the applicable NAWINZA communication channel.

Cancellation may be accepted if:

The order has not been processed;
Procurement has not commenced;
Manufacturing has not commenced;
Customization has not commenced;
Private labelling has not commenced;
The product has not been dispatched; and
No non-refundable third-party costs have been incurred.

Approval of cancellation is subject to the status of the specific order.

13. CANCELLATION AFTER PROCESSING HAS STARTED

An order may not be cancellable after:

Procurement has commenced;
Manufacturing has commenced;
Private labelling has commenced;
Customization has commenced;
Packaging has been completed;
The product has been dispatched; or
NAWINZA or its suppliers have incurred non-recoverable costs specifically for the order.

Where cancellation is accepted after processing has commenced, any refund will be determined based on costs already incurred and the applicable transaction terms.

14. CANCELLATION AFTER DISPATCH

Once an order has been dispatched, it generally cannot be cancelled through a simple cancellation request.

The customer may instead need to follow the applicable return or delivery-issue procedure.

Refusal to accept a shipment does not automatically create a right to a refund.

Additional shipping, customs, return, handling, storage, or other costs may apply where a shipment is returned due to customer refusal, incorrect address, failure to receive delivery, or other customer-related circumstances.

15. NON-DELIVERY

If an order has not been delivered within the expected delivery period, the customer should contact NAWINZA.

NAWINZA may investigate the shipment with the applicable courier, logistics provider, shipping line, carrier, or other service provider.

The outcome may depend on:

Shipping method;
Tracking status;
Carrier investigation;
Delivery address;
Customs status;
Import restrictions;
Destination-country requirements; and
The applicable commercial terms.

16. CUSTOMER-RELATED DELIVERY ISSUES

NAWINZA may not be responsible for losses resulting from:

Incorrect delivery address;
Incorrect contact details;
Customer’s failure to receive the shipment;
Customer refusal of delivery;
Failure to provide required customs/import documentation;
Failure to pay applicable customs duties or taxes;
Failure to obtain required import permissions;
Customer-requested delivery changes;
Customer-requested delays; or
Other circumstances attributable to the customer.

Any refund or additional charges will be determined according to the circumstances and applicable law.

17. REFUND ELIGIBILITY

A refund may be considered where:

NAWINZA cancels an order before fulfillment;
A payment was received but the order cannot be fulfilled;
A defective product qualifies for a refund;
A materially incorrect product was supplied and replacement is not appropriate;
A qualifying transit-damage claim is accepted;
A return has been approved and the returned product meets the applicable conditions; or
A refund is required by applicable law.

A refund is not automatically available merely because a customer changes their mind, unless applicable law or the specific transaction terms provide otherwise.

18. REFUND METHOD

Where a refund is approved, NAWINZA will generally process the refund through the original payment method where reasonably possible.

If the original payment method cannot be used, NAWINZA may request appropriate alternative payment information.

Refund processing time may depend on:

NAWINZA’s internal processing;
Payment gateway;
Bank;
Card issuer;
Currency conversion;
International banking systems; or
Other financial institutions.

Banking and payment processing delays outside NAWINZA’s reasonable control are not considered a failure by NAWINZA to process an approved refund.

19. SHIPPING, CUSTOMS AND OTHER NON-REFUNDABLE CHARGES

Unless required by applicable law or expressly agreed otherwise, refunds may not include charges that have already been incurred and are non-recoverable, including where applicable:

Shipping charges;
International freight;
Customs duties;
Import taxes;
Brokerage charges;
Clearance charges;
Storage charges;
Special packaging costs;
Private-label costs;
Customization costs;
Transaction fees;
Payment processing fees; or
Other third-party charges.

The treatment of these costs may vary according to the reason for the refund and the applicable transaction terms.

20. RETURN SHIPPING COSTS

Where a return is approved because NAWINZA supplied an incorrect or defective product, NAWINZA may arrange or reimburse reasonable return shipping costs where appropriate.

Where a return is approved for another reason, the customer may be responsible for return shipping and related costs.

No product should be returned without prior authorization from NAWINZA.

21. RETURN AUTHORIZATION

Customers should not send products back to NAWINZA without first contacting us and receiving return instructions.

Unauthorized returns may:

Be refused;
Be returned to the customer at the customer’s cost;
Delay processing; or
Be handled according to applicable law and circumstances.

22. RETURN CONDITION

Where a return is authorized, the customer must return the product according to NAWINZA’s instructions.

Unless the return relates to a defective, damaged, or incorrectly supplied product, the product should generally be:

Unopened;
Unused;
In original condition;
In original packaging;
With all seals and labels intact; and
Complete with accessories and documentation.

NAWINZA reserves the right to inspect returned products before determining eligibility for a refund or replacement, subject to applicable law.

23. EVIDENCE AND VERIFICATION

To protect customers and NAWINZA against fraudulent or inaccurate claims, we may request reasonable evidence, including:

Photographs;
Videos;
Unboxing video;
Product batch/lot number;
Shipping label;
Invoice;
Payment receipt;
Packaging photographs;
Courier documentation;
Product samples; or
Other relevant information.

Failure to provide reasonably requested information may delay the investigation or make it difficult to determine eligibility.

24. FRAUDULENT OR ABUSIVE CLAIMS

NAWINZA reserves the right, subject to applicable law, to investigate suspected fraudulent, abusive, repeated, or dishonest refund or return claims.

Examples may include:

False damage claims;
False non-delivery claims;
Returning a different product;
Returning a used product while claiming it was unopened;
Product substitution;
Manipulation or alteration of product packaging;
Repeated abusive claims; or
False documentation.

Where legally permitted, NAWINZA may reject fraudulent or abusive claims and take appropriate action.

25. PRODUCT EXCHANGE OR REPLACEMENT

Where appropriate, NAWINZA may offer replacement or exchange instead of a refund.

Replacement may depend on:

Product availability;
Product specifications;
Nature of the issue;
Destination;
Regulatory requirements; and
Applicable law.

A replacement product may be subject to different delivery timelines.

26. NO CASH REFUNDS WHERE PROHIBITED OR IMPRACTICAL

Where applicable law permits, refunds will normally be made through the original payment method or another agreed electronic payment method.

NAWINZA does not ordinarily provide physical cash refunds for online transactions.

27. INTERNATIONAL ORDERS AND EXPORT TRANSACTIONS

For international orders, refunds and returns may be affected by:

Export regulations;
Import regulations;
Customs procedures;
Destination-country laws;
Currency conversion;
International banking procedures;
Freight and logistics arrangements;
Incoterms; and
The terms of the applicable sales contract.

Customers should understand that international returns may involve substantial shipping, customs, documentation, and regulatory requirements.

Where an international return is approved, the customer must follow NAWINZA’s written return instructions.

28. LEGAL RIGHTS

Nothing in this Policy is intended to:

Exclude rights that cannot legally be excluded;
Restrict mandatory consumer protections;
Remove statutory warranties or remedies where applicable;
Override applicable product-safety laws; or
Prevent a customer from exercising any mandatory legal right.

Where applicable law provides a greater right or remedy than this Policy, the applicable law will prevail to the extent required.

29. POLICY FOR PRODUCTS PURCHASED THROUGH THIRD-PARTY MARKETPLACES

If a customer purchases a NAWINZA product through a third-party marketplace, the marketplace’s applicable return, refund, cancellation, and dispute-resolution procedures may also apply.

Customers should follow the return procedure specified by the marketplace where required.

Where the marketplace’s policy conflicts with this Policy, the applicable marketplace rules and mandatory law may govern the relevant transaction.

30. HOW TO REQUEST A RETURN, REFUND OR CANCELLATION

All requests should be submitted to:

Email: nawinza2026@gmail.com

Subject: Refund / Return / Cancellation Request – [Order Number]

Please include:

Customer name;
Order/invoice number;
Product name;
Purchase date;
Delivery date;
Reason for the request;
Photographs/videos where applicable;
Description of the issue; and
Preferred resolution, where applicable.

NAWINZA will review the request and may contact the customer for additional information.

31. REFUND DECISION

Submitting a refund or return request does not guarantee approval.

Each request will be reviewed based on:

The reason for the request;
Product condition;
Order records;
Applicable transaction terms;
Evidence provided;
Product category;
Regulatory requirements;
Applicable law; and
Other relevant circumstances.

NAWINZA will communicate the decision and, where applicable, the next steps.

32. CHANGES TO THIS POLICY

NAWINZA may update this Policy from time to time to reflect:

Changes in products or services;
Changes in business practices;
Changes in applicable laws;
Changes in payment or logistics arrangements; or
Other operational requirements.

The updated Policy will be published on the website with the applicable effective or last-updated date.

33. CONTACT INFORMATION

For refund, return, or cancellation requests:

NAWINZA (OPC) Private Limited
Block No. 338, Opposite Kambar Darbar, Near Choudhary Chowk, Jaripatka, District Nagpur, PIN 440014, Maharashtra, India

Email: nawinza2026@gmail.com
Phone/WhatsApp: +91-7709102335
Website: www.nawinza.com

Subject: Refund / Return / Cancellation Request – [Order Number]

IMPORTANT CUSTOMER NOTICE

Please check your product carefully before opening or using it.

Opened, unsealed, used, consumed, altered, or tampered products are generally not eligible for return or refund, except where required by applicable law or where the product qualifies for a remedy due to damage, defect, incorrect supply, or another legally recognized reason.

Customers should contact NAWINZA before sending any product back.

Last Updated: 20 August 2026