Refund policy

At Nadi Health, we are committed to delivering quality products and a smooth shopping experience. Due to the nature of our products, please read this policy carefully before placing an order.

By purchasing from nadi-health.com, you agree to the terms outlined below.

CANCELLATION POLICY

Our order processing begins immediately after an order is placed.

Cancellation Before Packing

Order cancellation is only allowed if the order has NOT yet been packed & collected by our Delivery Partner.

To request a cancellation, customers must contact our customer support team at the soonest at:
📧 admin@nadi-health.com

We will verify the order status and confirm whether cancellation is possible.
Our verification and decision shall be final and binding.

Orders Already Packed

If an order has already been packed:

  • Cancellation will not be allowed
  • The customer must accept delivery of the product
  • If the customer wishes to return the product after delivery:
    • The customer must first contact our customer support team
    • The product must be returned at the customer’s own shipping cost
    • The return address will be provided by our customer support team

All returns remain subject to the conditions stated in this policy and our sole discretion to approve or reject.

RETURN & REFUND POLICY

Our products are topical consumable items.

For hygiene, safety, and quality control reasons:

❌ We do NOT accept returns, refunds, or exchanges for products that have been opened, used, or tampered with.

All approved returns, refunds, or replacements are subject to inspection and our sole discretion.

Eligibility for Replacement or Refund

Returns, refunds, or replacements are strictly limited to the following situations:

  • The product is damaged upon arrival, or
  • The product is faulty or defective at the time of delivery

We do not accept returns or refunds for:

  • Change of mind
  • Dissatisfaction with results
  • Individual sensitivity or allergic reactions
  • Abuse, incorrect usage or failure to follow instructions
  • Normal variation in product appearance

Claim Timeframe

All return, refund, or replacement requests must be submitted within 7 days from the delivery date, based on the delivery timestamp provided by our courier service.

Requests submitted after this period will not be entertained under any circumstances.

Photo & Evidence Requirement

To prevent abuse of our return and refund process:

  • All claims must be supported by clear photo evidence
  • Photos must be taken immediately upon opening the package
  • Evidence must clearly show:
    • Product condition
    • Any visible damage or defect
    • Packaging condition (if applicable)

Failure to provide sufficient evidence may result in rejection of the request.

Inspection & Approval

All claims and returned products are subject to review and inspection by Nadi Health.

We reserve the absolute right to:

  • Approve or reject any return, refund, or replacement request
  • Determine whether a product qualifies as damaged or faulty
  • Reject claims involving suspected misuse, tampering, or abuse

Our decision shall be final and binding.

Replacement & Refund Method

If a claim is approved:

  • We will arrange a replacement of the same product only, subject to availability
  • Refunds will be issued only if a replacement is not possible, at our sole discretion

Refund Method

Approved refunds will be processed as follows:

a) Stripe (Card Payments):
Refunds will be issued back to the original card used for purchase.
It is the customer’s responsibility to notify us if the card used has been cancelled, expired, replaced, or rendered invalid. We shall not be responsible for any refund issues arising from invalid, cancelled, or replacement cards.

b) Other Online Payment Methods:
Refunds will be processed via bank transfer, which may take 14–21 business days, depending on the payment provider.

c) Cash on Delivery (COD):
Refunds will be processed via bank transfer only, which may take 14–21 business days.

Refund processing time may vary depending on the payment provider and banking system. Once a refund has been successfully processed, it shall be deemed fully settled on our end.

Return Shipping Costs

  • Customers are responsible for all return shipping costs unless otherwise agreed by us in writing
  • Unauthorized returns will not be accepted

Damaged or Faulty Items Upon Arrival

If you receive a damaged or defective product, contact us immediately at:

📧 admin@nadi-health.com

Please include:

  • Order number
  • Clear photo or video proof
  • Brief description of the issue

Claims reported outside the 7-day window may not be recognised.

Failed Delivery & Reshipment Policy

We strive to ensure successful delivery to the address provided by the customer.

First Delivery Attempt

If delivery is unsuccessful, the courier will hold the parcel at its depot for up to 7 days.

Reshipment

During this period, we may attempt to resend the parcel at no additional cost, subject to availability and confirmation.

Refusal or Failure to Accept Delivery

If the customer:

  • Refuses reshipment, or
  • Fails to accept the parcel on the second delivery attempt

The product will be forfeited, and no refund or replacement will be issued.

Finality of Forfeiture

Once forfeited, the product cannot be reclaimed. Forfeiture is final and binding.

Customer Responsibility

Customers are responsible for:

  • Providing an accurate delivery address
  • Ensuring someone is available to receive the delivery

Exceptions may apply only in cases of courier error or incorrect shipping information provided by us, at our discretion.

Abuse Prevention

We reserve the right to:

  • Reject any return, refund, or replacement request
  • Refuse future service

if we detect repeated claims, false reports, or attempts to abuse this policy.

Contact & Feedback

If you have questions regarding this policy, please contact:

📧 admin@nadi-health.com

We appreciate your understanding and cooperation.