The short version
Damaged, wrong or short-dated? We replace or refund it in full, no argument. Changed your mind about an opened supplement? We cannot take it back — it is a sealed consumable and reselling it would be unsafe. Unopened and unused, within 7 days, we will.
1 · Cancelling before dispatch
You can cancel any order at no cost before it is dispatched. Contact us or cancel from your account. Refunds are processed within 5–7 working days to the original payment method.
2 · What we will always take back
- Damaged in transit — packaging crushed, bottle broken, seal compromised.
- Wrong product — not what you ordered.
- Short-dated — less than 45 days of shelf life, or 30% of total shelf life, remaining on arrival, whichever is the shorter.
- Manufacturing defect — a faulty spray pump, a broken seal, anything visibly wrong with the product itself.
- Unopened and unused, in original sealed packaging, reported within 7 days of delivery.
In every one of these cases we cover return shipping and you get a full replacement or a full refund, whichever you prefer.
3 · What we cannot take back
- Opened supplements, for change of mind. Once a seal is broken we cannot verify storage or handling, and reselling would be unsafe. This is standard for consumables and it is a safety position, not a commercial one.
- Products reported more than 7 days after delivery, unless there is a manufacturing defect.
- Products not bought from 3basics.com or an authorised seller.
- “It did not work for me.” We publish honest timelines precisely so you can decide before buying — three months for BASE, and Vitamin D status is measured rather than felt. We would still very much like to hear from you if a product did nothing; that is useful and we will always reply.
4 · How to raise a return
- Email hello@3basics.com or message us on WhatsApp within 7 days of delivery.
- Include your order number and a photograph of the issue. The photograph genuinely speeds this up.
- We respond within 2 working days with a decision and, where applicable, a collection arrangement.
- Once we receive and check the item, we process the replacement or refund.
5 · Refunds
| Payment method | Refund route | Timing |
|---|---|---|
| UPI / card / net banking | Original payment method | 5–7 working days after approval |
| Wallet | Same wallet | 3–5 working days |
| Cash on delivery | Bank transfer to details you provide | 7–10 working days |
Refunds are for the amount paid, including the delivery charge where the fault was ours.
6 · Subscriptions
Pause, skip, delay or cancel at any time, with no minimum term and no cancellation fee. Cancel before the next renewal date and you are not charged. If a renewal is charged after you cancelled, tell us and we refund it in full.
7 · Your statutory rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020. If you believe we have not honoured them, contact our Grievance Officer — see <a href="” style=”border-bottom:1px solid”>Grievance Redressal.
Contact
Questions about this policy: hello@3basics.com.
Helios Biocred Private Limited, Ground Floor, Plot No. 18–19, HSIIDC Udyog Kunj, Ghamroj, Gurugram, Haryana 122102, India.
Grievance Officer: [name to be appointed], grievance@3basics.com.