Refund Policy

Last Updated: April 16, 2026

At Nutex, we are committed to providing you with high-quality undergarments and a seamless shopping experience. Due to the personal nature of our products, we maintain strict hygiene standards while offering a fair return and exchange process.

1. Eligibility for Returns & Exchanges

You may request a return or exchange within 7 days of delivery, provided the following conditions are met:

  • Minimum Order Value: Returns or replacements are only available for orders with a total value of ₹299 or higher. Orders valued at ₹99 are not eligible for return or exchange.
  • Condition: Products must be unused, unwashed, and in their original packaging with all tags and the original invoice intact.
  • Hygiene Exclusion: For health and hygiene reasons, we do not accept returns or exchanges on panties, lingerie sets, or similar intimate wear unless the product is defective or the wrong item was sent.

2. Mandatory Proof: Parcel Opening Video

To protect against claims of missing or damaged items, you must provide a continuous video recording of the parcel being opened.

  • The video must clearly show the shipping label and the condition of the items as they are removed from the package.
  • Failure to provide this video proof will result in the automatic rejection of your return or exchange request.

3. Fees and Charges

  • Defective/Wrong Product (Nutex Fault): If we sent the wrong color, size, or a damaged item, the return/exchange is 100% Free.
  • Customer Preference (Exchange): If you received the correct order but wish to exchange it for a different size or style:
    • The request must be made within 3 days of receipt.
    • A processing fee of ₹100 will be applied to cover reverse logistics.
    • Exchange is subject to management approval and stock availability.
  • Refunds: For all eligible returns (non-fault), a ₹100 fee will be deducted from your refund amount to cover shipping and handling.

4. The Return Process

  1. Raise a Request: Visit nutex.in/track within 7 days of delivery to initiate your request.
  2. Reverse Pick-up: We provide reverse pick-up services. Our courier will attempt pick-up twice. If unsuccessful, the customer must self-ship the product to our warehouse.
  3. Inspection: Once our team receives and inspects the product, we will notify you of the approval or rejection of your refund.
  4. Refund Timeline: Approved refunds are processed within 7 working days.

5. Non-Returnable Scenarios

Return or exchange requests will not be accepted if:

  • The product has been used, washed, or damaged by the user.
  • Original tags, labels, or packaging are missing.
  • The request is made after the 7-day window.
  • Items were purchased during Mega Sales or Buy 1 Get 1 Free promotions.

6. Cancellations

Cancellations are only possible if the order has not yet been dispatched from our warehouse. Once dispatched, the shipping policy applies.

7. Frequently Asked Questions (FAQs)

Q: I received a delivery confirmation but no package. What do I do? A: You must contact us at care@nutex.in within 24 hours of receiving the confirmation message.

Q: How long does the whole process take? A: After you raise a request, it usually takes 5-7 days for the product to reach us and another 7 days for the refund to reflect in your account.

8. Contact Information

For assistance with your return or exchange, please reach out to our team:

  • Email: care@nutex.in
  • Customer Care: 011-42473822
  • WhatsApp Support: 8595827191