Refund policy

Company: Bioimmunix Wellness LLP
Email: support@bx5health.com
GST No.: 24ABGFB4480N1Z6
Registered Address: Gala Gymkhana Road, South Bopal, B No-9, Rajvi Sapphire, Ahmedabad, Gujarat 380058, India

Last updated: 23 April 2026

This Return, Refund, Cancellation & Replacement Policy applies to purchases made directly from Bioimmunix Wellness LLP through our website, mobile applications, or other online/distance sales channels in India.

This Policy is intended to comply with applicable Indian consumer laws, including the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020. Indian e-commerce rules require businesses to clearly disclose their return, refund, exchange, warranty, delivery, shipment, and grievance-redressal terms, and to maintain a grievance officer mechanism.

1) Scope

This Policy applies to retail consumers purchasing for personal use in India.
If you are purchasing for resale, commercial use, institutional use, or other business purposes, this Policy may not apply in full, and any separate business terms agreed with you will govern to the extent permitted by law.

2) Important Product-Safety Notice

Because our products are ingestible wellness/food supplement products, we do not accept returns of products that have been opened, used, tampered with, or whose safety seal has been broken, except where the product is defective, damaged in transit, expired on delivery, wrongly supplied, or otherwise not in conformity with your order or applicable law.

This restriction is made for health, hygiene, and consumer safety reasons.

3) No General “Change of Mind” Return Right

Unlike some jurisdictions, Indian law does not generally create a universal statutory 14-day “cooling-off” return right for ordinary e-commerce purchases. Instead, Indian law focuses on transparent disclosure of the seller’s return/refund terms and on consumer remedies where goods are defective, deficient, unsafe, misdescribed, or otherwise supplied in an unfair manner. This policy therefore governs voluntary returns for non-defective products, while your non-waivable statutory rights remain unaffected.

4) Eligible Returns and Replacements

We may accept a return, replacement, or refund in the following cases:

A. Damaged / Defective / Wrong / Expired Product

You may request a replacement or refund if:

the item delivered is damaged in transit;
the item is defective;
the wrong item was delivered;
the item is missing from the shipment.
the product is expired or unfit for intended sale at the time of delivery; or
the product materially does not match its description on our website.

B. Unopened Product Return (Limited Discretionary Return)

For safety-sensitive supplement products, we may accept returns of unopened and fully sealed items only, subject to:

the product being unused;
the original seal remaining intact;
the original outer packaging being in resalable condition; and
your return request being raised within the timeline stated in this Policy.

Acceptance of such returns for non-defective products is at our discretion and subject to product inspection.

5) Return Request Timelines

To help us process your request efficiently, please notify us within the following timeframes:

Damaged / wrong / missing item: within 48 hours of delivery
Defective product / quality issue: within 7 days of delivery
Unopened discretionary return request: within 7 days of delivery

If you contact us later, we may still review the request based on the nature of the issue, available evidence, and applicable law.

6) How to Request a Return, Replacement, or Refund

Please email support@bx5health.com with:

your full name,
order number,
product name,
reason for the request,
clear photos/video of the parcel and product,
delivery label/outer box images where relevant.

We may ask for additional details before approving a refund or replacement.

7) Grievance Redressal

In accordance with applicable e-commerce rules, consumer complaints must be acknowledged within 48 hours and ordinarily redressed within 1 month of receipt.

Grievance Contact
Email: support@bx5health.com

You may write to us with the subject line: Grievance – Order [Order Number]

8) Return Approval and Shipping

Do not send any product back unless we have confirmed the return instructions.

If your return is approved:

We will share the return address and instructions.
the product must be packed securely;
proof of dispatch should be retained by you.

Return Shipping Cost

If the return is due to our error, a defective product, transit damage, or non-conformity, we will bear or reimburse reasonable return shipping charges, where applicable.
For approved discretionary returns of unopened products, return shipping costs are normally borne by the customer unless otherwise stated by us.

9) Inspection and Resolution

Once the returned item is received, we may inspect it before approving a refund or replacement.

Depending on the case, we may offer:

a replacement,
a refund,
a store credit, or
another appropriate resolution permitted by law.

If a product is found to be returned ineligible because it was opened, used, tampered with, or damaged after delivery for reasons not attributable to us, we may decline the refund/replacement request.

10) Refunds

If a refund is approved:

it will be processed to the original mode of payment, unless otherwise agreed;
bank/payment gateway timelines may vary;
shipping fees, COD fees, convenience fees, or other non-refundable charges may be deducted where permitted and where the return is not due to our fault.

If the issue is caused by our error, damage in transit, non-conformity, or a verified defect, we will refund the applicable amount in full, including reasonable delivery charges where legally required or commercially appropriate.

11) Subscription Orders

If we offer subscription-based deliveries:

Cancellation of Future Renewals

You may cancel your subscription at any time before the next billing cycle to prevent future charges and shipments.

Cut-off

To avoid the next recurring charge/order, please cancel at least 5 days before the renewal date.

Already Processed or Shipped Subscription Orders

Any order that has already been processed or shipped will be governed by this Policy. Opened ingestible products are not returnable except in cases of defect, transit damage, wrong supply, or similar non-conformity.

Refunds on Subscription Plans

Any prepaid but unfulfilled future subscription period may be refunded subject to the offer terms disclosed at checkout, including any discount conditions clearly communicated at the time of purchase.

12) Order Cancellation Before Dispatch

You may request cancellation of an order before it is dispatched.

If the order has not been dispatched, we will usually cancel it and issue the applicable refund.

If the order has already been packed, processed, or dispatched, cancellation may no longer be possible, and the order will instead be handled under this Policy after delivery.

13) Situations Where Refund / Return / Replacement May Be Refused

We may reject a request where:

the product has been opened, consumed, or used;
the safety seal is broken or tampered with;
the request is unsupported by sufficient proof where proof is reasonably required;
the product was not purchased directly from us;
the return is requested for reasons of taste preference, personal suitability, or subjective dissatisfaction after opening/consumption;
the delivery failure occurred due to an incorrect address, repeated non-availability, or refusal to accept delivery.

14) Statutory Consumer Rights

Nothing in this Policy limits or excludes any non-waivable rights available to consumers under applicable Indian law.

Under the Consumer Protection Act, 2019, refusal to take back defective goods or refund consideration within the period stated in the bill/cash memo/receipt, or within 30 days where no period is stated, may amount to an unfair trade practice.

15) Consumer Help and Complaint Escalation

If you are not satisfied with our resolution, you may seek remedies through the consumer grievance system available in India, including the National Consumer Helpline and the online consumer complaint filing system such as e-Daakhil / e-Jagriti, which the Government has rolled out for electronic filing and tracking of consumer complaints.

16) Contact

Bioimmunix Wellness LLP
Gala Gymkhana Road, South Bopal, B No-9, Rajvi Sapphire, Ahmedabad, Gujarat 380058, India
Email: support@bx5health.com