Exchange Policy

At Nurtured Earth, we take care to ensure that every product is carefully processed, quality-checked and packed before dispatch.

Because our products are primarily food and consumable products, we do not offer exchanges for products that have been correctly delivered and are in good condition.

However, where you receive an incorrect, damaged, defective or otherwise eligible product, we will review the issue and, where appropriate, arrange an exchange or another suitable remedy.

When Is An Exchange Available?

An exchange may be considered in the following situations:

Incorrect Product

If you receive a product different from the product you ordered.

Damaged Product

If the product is damaged during transportation, such as:

• Broken container
• Leaking oil bottle
• Severely damaged packaging
• Damaged product seal

Defective Product

If a product has a confirmed manufacturing, packaging or other product defect.

Verified Quality Issue

If a product is found to have a genuine quality issue, such as contamination, spoilage or another confirmed defect.

Missing Product

Where an item included in the confirmed order is missing, we may send the missing product rather than process a monetary refund.

Reporting Period

Please contact Nurtured Earth within:

48 hours of delivery

for damaged, incorrect, missing or quality-related products.

This allows us to investigate the issue promptly.

Claims reported after this period may still be considered where appropriate and where required by applicable law.

How to Request An Exchange

Please contact:

Nurtured Earth Customer Support

Email: care@nurturedearth.in

Phone / WhatsApp: +91 8099969996

Please provide:

• Order number
• Customer name
• Registered mobile number
• Product name
• Description of the issue
• Photographs of the product
• Photographs of the outer packaging
• Shipping label photograph
• Batch number
• Manufacturing/processing date
• Best-before/expiry information, where applicable
• Unboxing video, where available

Our team may request additional information where necessary.

Verification

Before approving an exchange, we may review:

• Order records
• Packing records
• Product photographs
• Batch information
• Courier records
• Customer-provided evidence
• Product condition

For certain quality-related complaints, we may conduct additional internal quality checks.

An exchange will be approved only after the claim is reasonably verified.

Exchange Process

If an exchange is approved:

Customer Complaint → Verification → Exchange Approval → Replacement Processing → Dispatch

We will generally arrange the replacement product as soon as reasonably practicable after approval.

The replacement will normally be the same product and pack size as the original order.

If the Same Product Is Unavailable

If the original product is unavailable, we may offer one of the following, as appropriate:

• An equivalent replacement
• A different product of similar value
• Store credit
• Refund
• Another mutually appropriate resolution.

The customer will be informed before an alternative product is dispatched.

Made-by-order Products

Made-by-Order products are processed specifically in response to customer orders.

Because of their customised, order-led nature, they generally cannot be exchanged merely because the customer:

• Changed their mind
• Selected the wrong product
• Selected the wrong pack size
• Does not prefer the taste
• No longer requires the product.

However, Made-by-Order products remain eligible for an exchange or other appropriate remedy where there is a verified defect, damage, incorrect product or other issue covered by applicable law.

Products That Cannot Generally Be Exchanged

Subject to applicable consumer law, exchanges are generally not available for:

• Change of mind
• Taste preference
• Colour preference
• Natural variation in colour
• Natural variation in aroma
• Natural variation in texture
• Natural variation between agricultural batches
• Incorrect product selected by the customer
• Incorrect pack size selected by the customer
• Customer no longer requiring the product
• Products damaged due to improper storage
• Products damaged after delivery due to customer handling
• Products that have been opened, consumed or used, except where the issue itself requires investigation
• Made-by-Order products where there is no genuine defect or fulfilment error.

Food Safety

For food-safety reasons, customers should not return or consume a product that they believe may be contaminated, spoiled or unsafe without first contacting Nurtured Earth.

We may provide specific instructions regarding the product and its disposal, retention or collection depending on the circumstances.

Shipping Cost for Approved Exchanges

Where the exchange is due to an error attributable to Nurtured Earth or verified transit damage, Nurtured Earth will generally bear the applicable replacement shipping cost.

Where an exchange request is not caused by an error, defect or eligible product issue, an exchange may not be available.

Exchange Timeline

We aim to:

• Acknowledge the complaint within 24–48 hours
• Complete initial verification as soon as reasonably practicable
• Dispatch an approved replacement generally within 3–7 working days, subject to product availability and logistics.

Delivery of the replacement will depend on the applicable shipping timeline for the customer's location.

No Cash Difference for Exchanges

Where an exchange is approved for the same product and pack size, no additional payment will normally be required.

If the customer requests a higher-value alternative, the price difference may be payable by the customer.

If a lower-value alternative is accepted, the difference may be handled through an appropriate refund or store-credit arrangement, subject to the circumstances.

Exchange and Refund

If an exchange cannot reasonably be completed, Nurtured Earth may provide a refund or another appropriate remedy.

Nothing in this policy limits any mandatory refund, replacement or other remedy available under applicable Indian consumer law.

Unboxing Evidence

We recommend recording an unboxing video, especially for larger or multi-product orders.

This can help establish the condition of the package and products at the time of delivery.

However, the absence of an unboxing video does not automatically prevent a customer from raising a legitimate claim.

Customer Responsibility

Customers are responsible for:

• Providing the correct delivery address
• Checking the package promptly after delivery
• Following product storage instructions
• Reporting eligible issues within a reasonable period
• Providing accurate information during the exchange process.

Fraudulent or Abusive Claims

Nurtured Earth reserves the right to investigate repeated or potentially fraudulent exchange claims.

Where permitted by law, fraudulent claims or abuse of the exchange policy may result in restrictions on future orders or accounts.

This does not affect legitimate consumer rights.

Customer Rights

Nothing in this Exchange Policy excludes, restricts or waives any rights or remedies available to consumers under applicable Indian law.

Where a consumer is legally entitled to a replacement, refund or other remedy, those rights will continue to apply.

Contact Us

For exchange-related requests:

Nurtured Earth

A brand of Nisodhya Global Private Limited

Email: care@nurturedearth.in

Phone / WhatsApp: +91 8099969996

Website: www.nurturedearth.in

Please include your order number in all exchange requests.

OUR COMMITMENT

We may not be able to exchange every food product because of the nature of consumable goods, but when there is a genuine problem with your order, we will investigate it fairly and work towards an appropriate resolution.

Nurtured Earth

Carefully Sourced. Thoughtfully Processed. Made Fresh.