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Cancellation and Refund Policy

Last updated: 26 September 2026

This Cancellation and Refund Policy explains how order cancellations, returns and refunds work at FITLIX (fitlix.co.in), operated by Fitlix Nutrition. Please read it before placing an order.

1. Cancelling an Order Before Dispatch

You can cancel your order free of charge any time before it has been dispatched. Email powerscoopsupplement@gmail.com or WhatsApp +91 88849 36317 with your order number as soon as possible. If you paid online, the full amount is refunded to your original payment method (see Section 9). Cash on Delivery orders cancelled before dispatch have nothing to refund.

2. After Dispatch

Once an order has been dispatched (you'll receive a shipping confirmation with tracking details), it can no longer be cancelled. You can instead refuse it at the door (Section 7) or return it after delivery if it is eligible (Section 4).

3. Cancellation by FITLIX

We may cancel an order, in whole or in part, if the product is out of stock after you order, there is a clear pricing or listing error, your pin code cannot be served by our courier partners, or we cannot confirm a Cash on Delivery order with you. We will always tell you why. If you paid online, you receive a full refund to your original payment method (Section 9).

4. Returns After Delivery

You may request a return within 7 days of delivery, provided the product is sealed and unopened, in its original packaging, with all labels intact. Because our products are consumable health and nutrition items, we cannot accept a product back once its seal has been broken, for hygiene and safety reasons. The exceptions for damaged, wrong or near-expiry items are in Section 5.

5. Damaged, Tampered, Wrong, Missing or Near-Expiry Items

If your order arrives damaged, tampered, wrong, missing an item, or close to expiry (less than 3 months shelf life remaining), this is treated as our error and is eligible for a free replacement or full refund, at no return shipping cost to you — even if the seal is already affected. Report it within 48 hours of delivery with photos or video of the product and outer packaging; an unboxing video speeds up approval. If the exact product or variant isn't available for replacement, you can choose a full refund or store credit.

6. Lost or Undelivered Shipments

If tracking shows no progress well beyond the estimated delivery window, or the parcel is confirmed lost in transit, contact us with your order number. We will trace it with our courier partner and, if it is confirmed lost, send a free replacement or give a full refund — your choice. See our Shipping Policy.

7. Refused or Returned-to-Origin Orders

If an order is refused at delivery or cannot be delivered after the courier's attempts (for example, an incorrect address or the recipient being unreachable), it is returned to us and the order is cancelled. For Cash on Delivery orders, no payment is due. For prepaid orders, the amount paid is refunded to your original payment method once the parcel reaches us (Section 9).

8. Failed or Duplicate Payments

If an online payment fails but money is debited from your account, the amount is normally reversed automatically by your bank or the payment provider, within the timeline they set. If the reversal doesn't arrive, send us the transaction reference and we will follow it up with the payment provider. If you are charged more than once for the same order, the duplicate amount is refunded in full to the original payment method once we confirm it.

9. Refund Method and Timeline

Approved refunds are issued to your original payment method. Refunds are processed within 5–7 business days of approval — for returns, once the returned product passes inspection. Your bank or payment provider may take a few additional days to show the credit. For Cash on Delivery orders, refunds are issued by bank transfer or UPI to an account you provide.

10. Who Pays Return Shipping

  • Our error (Section 5): we cover 100% of the return shipping cost, and any pickup we arrange is free.
  • Other eligible returns (Section 4, e.g. change of mind before opening): the customer bears the return shipping cost. Where we can arrange a pickup in your area, any fee is shown to you before you confirm the return.

11. Not Eligible for Return or Refund

  • Products that have been opened or used, or have a broken seal, except where the product arrived damaged or tampered (Section 5)
  • Change of mind, taste or flavour preference, or "didn't work for me" claims once a product has been opened
  • Requests made after the 7-day return window, or after 48 hours for damage, wrong-item or missing-item claims
  • Products without the original packaging, labels, or proof of purchase (order number)

Supplements are consumable health products — once a seal is broken, we cannot verify a product's safety for another customer. This policy balances that with a fair, fast resolution whenever something goes wrong on our end.

12. How to Make a Request

  1. Contact us at powerscoopsupplement@gmail.com or WhatsApp +91 88849 36317 within the applicable window.
  2. Share your order number, the reason for the request and, for damaged, wrong or missing items, clear photos or video of the product and packaging as received.
  3. We respond within 1–2 business days with approval and next steps, or the reason it can't be approved.
  4. If a return is approved, we arrange pickup where available, or ask you to ship it back for non-pickup pin codes (Section 10).
  5. Once the product is received and inspected, we process your refund or replacement (Section 9).

13. Complaints

If you're unhappy with how a request was handled, see our Grievance Redressal page. We acknowledge complaints within 48 hours and aim to resolve them within one month.

14. Contact Us

Email: powerscoopsupplement@gmail.com | Phone/WhatsApp: +91 88849 36317 | Business address: Sector-5, Rourkela, Odisha 769002, India.