Refund and Returns Policy

01. Overview

At Thrix Medeor LLP, we aim to provide a reliable shopping experience and quality products. If there is an issue with your order, please contact our customer support team so we can review your concern.

Returns, replacements and refunds are assessed according to the product type, the condition of the item, the circumstances of the issue and applicable consumer protection laws.

02. Return Eligibility

If your order contains a damaged, defective, incorrect or materially different product, contact us promptly after delivery with your order details and supporting photographs.

For hygiene, safety and product-integrity reasons, opened or used personal care products and food items may be subject to specific return restrictions, subject to applicable law.

• Keep the original packaging wherever possible.
• Provide your order number and a clear description of the issue.
• Do not discard the product or packaging until our team has reviewed your request.

03. Non-Returnable Products

Certain products may not be eligible for return due to hygiene, food safety or product-integrity considerations, except where a return, replacement or refund is required by applicable law.

• Opened or used personal care products.
• Opened food products, including honey and ghee.
• Products damaged after delivery due to improper handling or storage by the customer.
• Products returned without the required order information or supporting details, where applicable.

These restrictions do not exclude remedies that customers are entitled to under applicable law.

04. Damaged, Defective or Incorrect Orders

If you receive a damaged, defective or incorrect product, please contact us as soon as reasonably possible after delivery.

Include your order number, a description of the problem and clear photographs of the product and packaging. Our team will assess the request and communicate the available resolution.

Depending on the circumstances, applicable law and product availability, the resolution may include a replacement, repair where appropriate, refund or another suitable remedy.

05. How to Request a Return

To submit a return or product-issue request:

• Email us with your order number and registered contact details.
• Explain the reason for your request.
• Attach photographs or other relevant evidence if the product is damaged or incorrect.
• Wait for our team to provide instructions before shipping an item back to us.

Please do not send products to our business address without first receiving return instructions.

06. Refund Policy

Refund requests are reviewed based on the nature of the issue, order status, applicable policy terms and consumer protection requirements.

Where a refund is approved, it will generally be initiated through the original payment method wherever supported. The time taken for the amount to appear in your account may depend on your bank, payment provider or financial institution.

Any applicable refund amount and processing information will be communicated to you.

07. Order Cancellation

If you wish to cancel an order, contact us as soon as possible with your order number. A cancellation may not be possible once the order has been dispatched or otherwise processed.

If cancellation is accepted and payment has already been collected, any applicable refund will be handled in accordance with the relevant policy terms and applicable law.

08. Return Shipping Charges

Responsibility for return shipping costs depends on the reason for the return and the applicable policy terms.

Where an item is confirmed to be damaged, defective or incorrectly supplied, please contact us for instructions before arranging return shipping.

09. Exchanges and Replacements

Exchanges or replacements may be offered where appropriate, subject to product availability, the nature of the issue and applicable law.

Our support team will explain the available options after reviewing your request.

10. Policy Updates

Thrix Medeor LLP may update this policy from time to time to reflect changes in our products, business practices or applicable requirements. The latest version will be published on this page.

11. Contact Us

For questions about returns, refunds, cancellations or damaged products, please contact our team.