Refund policy

Refund, Return & Replacement Policy

Cactose Wellness Private Limited

1. Acceptance of Delivery

Customers are requested not to accept delivery of any product if the outer packaging or seal appears tampered with, damaged, or opened at the time of delivery.

2. No Return on Consumable Products

Due to the consumable and hygiene-sensitive nature of Cactose products, products once purchased cannot be returned or replaced, except under the conditions mentioned below.

3. Eligible Cases for Return / Replacement / Refund

A return, replacement, or refund will be accepted only if the customer receives a product that is:

  • Damaged during transit
  • Defective
  • Expired
  • Incorrect product delivered
  • Missing item(s) in the order

Such issues must be reported within 7 days of the delivery date by:

  • Writing to support@cactose.in

Each order shall be eligible for only one return or replacement request.

4. Return & Pickup Process

If a return or replacement request is approved:

  • Cactose will arrange a reverse pickup of the product
  • The customer must return the product in the same condition as received, along with:
    • Original packaging
    • All accessories, inserts, freebies, and invoice

There should be no additional damage to the packaging or product beyond what was reported.

At the time of pickup, the courier will provide an acknowledgement of return pickup, which the customer is advised to retain for future reference.

5. Replacement or Refund

  • Replacement will be processed subject to product availability
  • If replacement is not possible, a refund will be issued, including shipping charges actually paid by the customer, if applicable
  • Refunds will be processed to the original mode of payment

Cactose will make reasonable efforts to initiate eligible refunds within 15 days of receiving the returned product.
The credited amount may take 7–10 working days to reflect, depending on banking channels.

6. Free Items & Promotional Gifts

  • If a free item received with the order is defective or damaged, only the free item will be replaced
  • The main product will not be replaced in such cases
  • If the free item is unavailable, Cactose reserves the right to:
    • Take back the entire order and
    • Process an eligible refund

7. Order Cancellation

Orders placed on www.cactose.in may be cancelled only if they have not been dispatched.

Cancellation requests must be sent via email to support@cactose.in.
Cactose reserves the right to accept or reject cancellation requests at its sole discretion, considering factors such as:

  • Product category
  • Whether the product was procured specifically against the order
  • Whether the product is proprietary or customized
  • Logistics or processing costs already incurred

If a cancellation request is rejected, the customer will be required to accept delivery.
If payment has already been made and cancellation is approved, the refund will be processed as per the refund timeline mentioned above.

8. Missing / Wrong Product Claims

Requests for replacement due to missing or incorrect products must be raised within 72 hours of delivery.

Returns or replacements will be accepted only for unused products.

9. Mandatory Proof for Claims

For all cases related to damage, defect, missing items, or incorrect delivery, the following are mandatory:

  • Clear unboxing video (without cuts)
  • Images of:
    • Outer shipping box with label
    • Inner product packaging
    • Delivered products
    • Invoice copy

Requests without the above proofs may not be processed.

Nutritional Disclaimer

Medical & Nutritional Disclaimer

  • Cactose products are intended to support daily nutrition and wellness
  • They are not substitutes for prescribed iron supplements or medical treatment
  • Individual results may vary
  • Pregnant women, lactating mothers, or individuals under medical supervision should consult a qualified healthcare professional before consumption

All information provided on the website is for general awareness and should not be treated as medical advice.

10. Contact Information

For all return, refund, replacement, or cancellation requests, please contact:

support@cactose.in