Refund Policy
Here’s a summary of our cancellation, refund, and return policies.
Order was damaged when received
We strive to package products well so that you receive them in perfect condition. However, sometimes items may be damaged during transit due to unforeseen events. If this happens, we will replace the product for you. Please inform us within 48 hours of delivery, including photos as proof of the damage.
Incorrect items received
We take great care in our fulfilment process to send the correct items to each customer on time. If you receive items that are not what you ordered, we will arrange to pick up the incorrect items from you and ship the correct items as soon as possible. Please notify us within 48 hours of delivery with photos as evidence of the mix-up. Any other cancellation or return requests will be handled on a case-by-case basis.
Refund and Return Policies
Returns, Replacements and Refunds
Ruokamill offers a simple return policy if your delivered order was damaged or if you received the wrong items. You can raise a return or exchange request for a product within 48 hours of its delivery. We also accept partial returns, meaning you can choose to return one or more items from your order.
Step 1: Contact our customer support via email at care@nutradale.com within two business days of receiving your order to request a return, replacement, or refund.
Step 2: Provide your order ID and clearly state the issue and whether you want a return, replacement, or refund. Please attach a photo of the product (showing the damage or issue) and include a copy of the invoice for reference.
Step 3: We will arrange to pick up the product(s) within 2–4 business days. We will process your refund or ship a replacement only after we receive the product and verify that it is in its original packaging with all seals, labels, and barcodes intact.
Please note: Returns will not be accepted under the following conditions:
- The product is damaged due to misuse or excessive use by the customer.
- The product is not returned in its original packaging, or if any labels, original packing material, freebies, or accessories are missing.
- The product defect is covered by the manufacturer’s warranty (in such cases, please contact the manufacturer directly).
- The product has been used or altered after delivery.
- The return request is made more than two business days after the date of delivery.
- The return is requested simply because the customer no longer wants the product without a valid reason ( e.g., change of mind )
Categories Not Eligible for Return
Products provided as free samples or promotional giveaways are not eligible for return.
Please Note: During certain promotional campaigns or mega sale events, special return, exchange, or refund rules may apply. Any such exceptions will be communicated on the promotional banner at that time. If you have any questions or need clarification about our return policy during these events, feel free to contact our customer support.
We thoroughly inspect all items before shipping them out. However, in the rare event that your product is damaged during shipment or transit, you may request a replacement or a cancellation and full refund.
If you receive a product that is damaged, defective, or incorrect, please follow these steps within 2 days of delivery to initiate a return or refund:
Step 1: Email our customer support at care@nutradale.com within 48 hours of receiving your order to report the issue.
Step 2: Provide your order ID and specify whether you want to return the item, get a replacement, or receive a refund. Include a photo of the product (showing the damage/defect or the wrong item) and a copy of the invoice in your email.
Step 3: We will arrange a pickup of the product within four business days. After we receive the item and confirm it is in its original condition with all packaging, tags, and seals intact, we will proceed with the refund or replacement process.
Note: Replacements are subject to product availability. If a replacement is not available, we will issue you a full refund for the item.
Can I return part of my order?
Yes, you can initiate a return or replacement for one or more individual items from a multi-item order. However, any item you return must include all components and accessories that came with it. This includes the original box or packaging, tags, manuals, and any free gifts or complimentary products that were bundled with that item.
How will I get my refund for returned orders, and how long will it take?
Once we receive your returned product and it passes our quality inspection at the warehouse, we will initiate your refund. For payments made by credit card, debit card, or net banking, the refund will be credited to the same account that was used for the purchase within 48 business hours of receiving the returned product. It may then take an additional 2–7 business days (depending on your bank or card issuer) for the refunded amount to show in your account.
For Cash on Delivery orders, we will refund you via a bank transfer to the bank account details you provide. The refund process will begin within 48 business hours of receiving the returned product and your bank details, and the amount should reflect in your bank account within another 2–7 business days.