At Fortivo Health, we are committed to providing a reliable shopping experience, quality products and transparent customer support. This Refunds & Returns Policy explains the conditions under which orders may be cancelled, products returned and payments refunded when you purchase through our website.

Please read this policy carefully before placing an order.

1. Scope of This Policy

This policy applies to purchases made directly through the official Fortivo Health website, including products such as Glutathione S-100, Vital NAD100 and other products listed in our online catalogue.

Certain products may have specific return conditions based on their nature, packaging, storage requirements or applicable regulatory requirements. Any additional product-specific conditions will be communicated on the relevant product page or at checkout, where applicable.

Purchases made through third-party retailers, distributors or other authorised sales channels may be subject to their respective return policies.

2. Eligibility for Returns

Due to the nature of our wellness products and the importance of product safety, hygiene and packaging integrity, we generally do not accept returns of products that have been opened, used, consumed, unsealed or tampered with, except where a remedy is required by applicable law or the product is defective, damaged, incorrectly supplied or otherwise eligible for a remedy under this policy.

A return or refund request may be considered in the following circumstances:

• You received a product that was damaged during transit.

• You received an incorrect product or the wrong quantity.

• The product or its packaging arrived visibly damaged, compromised or tampered with.

• The product received is defective or does not conform to the applicable product description.

• Your order was cancelled successfully before dispatch.

• Another return, refund or replacement remedy is required under applicable law.

All requests are subject to reasonable verification and the circumstances of the order.

3. Products That Are Generally Not Eligible for Return

Unless required by applicable law or otherwise approved by Fortivo Health, the following are generally not eligible for return:

• Products that have been opened, unsealed, used or partially consumed.

• Products with damaged or removed safety seals attributable to the customer.

• Products returned without their original packaging, labels or accessories where these are necessary to verify product integrity.

• Products damaged after delivery due to improper handling, storage or use.

• Products returned because of a change of mind, personal preference or an expectation of results that was not expressly guaranteed.

• Products purchased from an unauthorised seller or a third-party marketplace, unless the applicable sales arrangement provides otherwise.

These exclusions do not remove any rights you may have under applicable consumer protection or other mandatory laws.

4. Damaged, Defective or Incorrect Orders

Please inspect your order upon delivery.

If your order arrives damaged, defective, tampered with or different from what you purchased, contact our customer support team as soon as reasonably possible.

Please provide:

• Your order number.

• The email address or telephone number associated with your order.

• A description of the issue.

• Clear photographs or video showing the product, packaging, shipping label and visible damage, where available.

• Any other reasonable information needed to verify the issue.

We may review the order details and request additional information where necessary.

Depending on the circumstances, product availability and applicable law, we may offer an appropriate remedy, which may include:

• Replacement of the affected product.

• Refund of the relevant amount.

• Another mutually agreed resolution where permitted by law.

You will not be required to return a product where we determine that a return is unnecessary or where applicable law provides otherwise.

If a return is required, we will communicate the return instructions and any applicable arrangements for return shipping.

5. How to Request a Return or Refund

To request a return, replacement or refund, contact us using the customer support details published on our website.

Please include “Return or Refund Request” in the subject line of your email.

Your request should contain:

1. Your order number.

2. Your name and registered contact details.

3. The product or products concerned.

4. The reason for your request.

5. Supporting photographs or documentation, where relevant.

We recommend submitting your request promptly after discovering an issue so that we can investigate it effectively.

We will review your request and communicate the next steps. Submitting a request does not automatically mean that a refund or return has been approved.

6. Order Cancellations

6.1 Before Dispatch

You may request cancellation before your order has been dispatched.

If the cancellation is accepted, we will initiate a refund for the eligible amount paid using the original payment method, subject to applicable payment processing procedures.

Please note that placing a cancellation request does not guarantee cancellation if the order has already entered fulfilment or dispatch.

6.2 After Dispatch

Orders that have already been dispatched generally cannot be cancelled through the standard cancellation process.

If your order has been dispatched, please contact customer support. We will assess the available options based on the shipment status, product condition and applicable law.

Refusal to accept delivery or failure to collect a shipment does not automatically entitle you to a refund of all amounts paid.

6.3 Cancellation by Fortivo Health

We reserve the right to cancel an order where reasonably necessary, including circumstances involving product unavailability, pricing or listing errors, suspected fraudulent activity, payment issues, delivery restrictions or other legitimate operational or legal reasons.

If we cancel an order after receiving payment, we will arrange a refund of the eligible amount paid, subject to applicable law and payment processing procedures.

7. Refund Processing

Once a refund is approved, it will generally be initiated to the original payment method used for the transaction, wherever supported.

The time required for the refund to appear in your account may depend on your bank, payment provider, card issuer or other payment service.

Fortivo Health will communicate the refund status where appropriate, but cannot guarantee the processing time of an independent bank or payment provider.

If you have not received an approved refund within the timeframe communicated to you, please contact our support team with your order number and refund reference, if available.

We will investigate the status of the refund and provide reasonable assistance.

8. Refund Amounts and Shipping Charges

The refund amount will depend on the circumstances of the request and applicable law.

• For an eligible order cancelled before dispatch, the eligible amount paid will generally be refunded.

• For damaged, defective or incorrectly supplied products, the appropriate remedy will be determined based on the issue and applicable law.

• Original shipping charges, return shipping charges and any other fees will be handled in accordance with the circumstances of the return and applicable law.

• Where a refund is required because of our error or a product defect, we will not apply charges in a manner that unlawfully restricts your entitlement to a remedy.

• Shipping charges may be non-refundable for other approved returns where permitted by applicable law and where this condition was properly disclosed.

Any applicable tax adjustments will be reflected in the relevant credit note or other documentation where required.

9. Replacement Policy

Where an eligible product is damaged, defective or incorrectly supplied, Fortivo Health may offer a replacement instead of a refund, where appropriate and permitted by law.

A replacement will depend on product availability, delivery feasibility and any applicable legal requirements.

If a suitable replacement is unavailable, we will communicate the alternative remedy available.

We will not require you to accept a replacement where applicable law entitles you to a refund or another remedy.

10. Return Shipping and Packaging

Where a return is approved, our customer support team will provide the applicable return instructions.

Please follow those instructions and package the product securely to avoid further damage during transit.

Do not ship a product to us without first obtaining return instructions.

Where required, we will explain who is responsible for the return shipping cost. Responsibility for such costs will be determined in accordance with this policy and applicable law.

Fortivo Health may request reasonable evidence of shipment or delivery of the returned product when necessary to process a return.

11. Undelivered, Lost or Returned-to-Sender Orders

If an order is delayed, lost in transit, returned to sender or marked as delivered but not received, please contact our support team.

We may coordinate with the relevant logistics provider to investigate the shipment.

Depending on the investigation, delivery status, reason for non-delivery and applicable law, we may arrange redelivery, replacement or a refund where appropriate.

If a shipment is returned because of an incorrect address, repeated unsuccessful delivery attempts or failure to collect the package, we will review the circumstances and explain the available options, including any permissible additional delivery charges.

Nothing in this section limits rights available under applicable law.

12. Products With Expiry Dates or Packaging Concerns

Please check the product label, packaging, batch information, expiry date and applicable directions upon receipt.

If a product arrives expired, has an unreasonably short remaining shelf life contrary to an express representation, or displays signs of compromised packaging, contact us promptly with supporting evidence.

Do not consume or use a product if its packaging appears tampered with, its safety seal is compromised or you have reasonable concerns about its condition.

We will review the issue and determine an appropriate remedy in accordance with this policy and applicable law.

13. Promotions, Discounts and Affiliate Purchases

Products purchased using promotional codes, discounts or affiliate referral links remain subject to this Refunds & Returns Policy.

The use of a discount code does not remove any rights you may have concerning defective, damaged or incorrectly supplied products.

Where a refund is approved for a discounted purchase, the refund will generally reflect the amount actually paid for the eligible product or order, subject to applicable law and any valid, clearly disclosed promotional conditions.

If a purchase was attributed to an affiliate, a cancellation, refund or return may affect the affiliate’s commission under the applicable affiliate programme terms.

Affiliate commissions will be adjusted or reversed where permitted by the programme terms and applicable law. Affiliates must not promise customers refunds, replacements or exceptions that have not been authorised by Fortivo Health.

14. Chargebacks and Payment Disputes

If you believe that a payment was made without your authorisation, or that a transaction has been processed incorrectly, please contact your bank or payment provider and notify us as appropriate.

We encourage customers to contact our support team regarding order or refund concerns so that we can investigate and attempt to resolve the matter.

Nothing in this policy restricts your right to raise a legitimate dispute with your bank, payment provider or relevant authority.

15. Consumer Rights

This policy is intended to explain our standard return, replacement, cancellation and refund procedures. It does not exclude, restrict or replace any rights that cannot lawfully be excluded under applicable consumer protection legislation.

Where mandatory law provides a right to a refund, replacement, repair, cancellation or another remedy, that law will prevail over any inconsistent provision of this policy.

Customers purchasing from outside India may also have rights under the consumer protection laws applicable to their location and transaction.

16. Changes to This Policy

Fortivo Health may update this policy to reflect changes in our products, operations, fulfilment arrangements or legal obligations.

Any revised version will be published on this page with an updated “Last Updated” date.

The version applicable to a transaction will be considered alongside the terms communicated at the time of purchase and any mandatory rights under applicable law.

17. Contact Us

For return, replacement, cancellation or refund enquiries, please contact:

Fortivo Health Customer Support

• Website: https://fortivohealth.com

• Email: [Insert customer support email]

• Telephone: [Insert customer support number, if applicable]

• Business address: [Insert registered business address]

Please include your order number and a clear description of your concern so that we can assist you efficiently.

We aim to review requests fairly and provide clear communication throughout the resolution process.

Fortivo Health

Thank you for choosing Fortivo Health.