Refund policy
Returns, Refunds & Cancellation Policy
Last Updated: May 24, 2026
At NUT STORY, product quality and freshness are our highest priorities. Since our products are food items and perishable in nature, returns are limited for safety and hygiene reasons.
However, if there is an issue with an order such as damage during transit, incorrect items, quality concerns, or expired products, NUT STORY will work to resolve it quickly and fairly.
1. Order Cancellations
A. Cancellation by Customer
Before Dispatch
Orders may be cancelled any time before they are handed over to our courier partners.
Customers may cancel by:
• Logging into the NUT STORY account dashboard
• Contacting Customer Support at customercare@nutstory.in
For prepaid orders, a full refund will be initiated to the original payment method.
After Dispatch
Once an order has been dispatched, it cannot be cancelled while in transit because food products pass through sealed handling and hygiene-controlled fulfilment processes.
B. Cancellation by NUT STORY
In rare circumstances, NUT STORY may cancel an order due to:
• Product failing internal quality checks
• Product unavailability or stock discrepancies
• Delivery constraints or non-serviceable pin codes
• Unexpected operational or logistical issues
If NUT STORY cancels a prepaid order, a full refund will automatically be initiated to the original payment method. No cancellation or processing charges will be deducted.
2. Returns, Replacements & Reporting Timelines
Due to food safety, hygiene standards, and the perishable nature of nuts, seeds, dry fruits, and related products, opened products cannot be returned or exchanged for:
• Change of mind
• Personal taste preferences
• Size expectations
• Roast level preferences
• Texture expectations
• Home storage conditions after delivery
However, replacement or refund support is available if the issue falls within the categories below.
A. Transit & Delivery Issues
Report within 24 hours of delivery
These issues are generally visible immediately upon receipt:
Damaged on Arrival
Products that arrive with:
• Broken jars
• Torn or punctured packaging
• Open seals
• Physical damage compromising product safety
Wrong Product Delivered
Receiving:
• Incorrect product variety
• Wrong pack size
• Incorrect quality tier
• Incorrect item compared with the invoice
Missing Item(s)
If any item from an order is missing, please report it within 24 hours of delivery and provide photographs of the received package and invoice.
B. Product Quality Issues
Report within 72 hours (3 days) of delivery
Quality or Freshness Concern
Examples include:
• Product appearing stale immediately upon opening
• Rancidity or abnormal taste
• Foreign material or contamination
• Product failing expected food quality standards
Expired Product
If a product delivered has already crossed its printed "Best Before" date at the time of delivery.
3. Information Required for Faster Resolution
To help investigate and resolve requests quickly, customers may be asked to provide:
• Clear photographs of the issue
• Unboxing video
• Product packaging and invoice
• Batch Number and Manufacturing Date visible on the pack
• Unboxing video
Important:
- Please do not discard the product, packaging, or invoice until the case has been reviewed and resolved.
- Please do not ship products back unless specifically instructed by our support team. Unauthorized returns cannot be tracked or processed.
4. Refund Processing & Timelines
All approved refunds are initiated immediately after verification.
A. Prepaid Orders
Payments made via:
• Credit Card
• Debit Card
• UPI
• Net Banking
• Wallets
will be refunded back to the original payment source.
Estimated timeline:
5–7 business days
Actual credit timelines may vary depending on banking processes.
B. Cash on Delivery (COD) Orders
For COD orders, customers may choose either of the following:
|
Refund Option |
Method |
Estimated Timeline |
|
Store Credit (Recommended) |
Digital voucher sent via WhatsApp or Email, valid for 12 months |
Within 24 hours |
|
Bank Transfer |
NEFT or UPI transfer to a verified account |
5–7 business days |
#1 Store Credit remains optional and will never be automatically applied without customer approval.
#2 Bank transfers can only be processed to accounts belonging to the customer associated with the order.
5. Replacement Policy
Where a replacement request is approved:
• Replacement products will be shipped at no additional cost
• The same product and quality tier will normally be sent
If an identical product is unavailable, NUT STORY may provide:
• An equivalent item of equal value, or
• A full refund
6. Delivery Failure & Incorrect Address Policy
Orders returned due to:
• Incorrect shipping information
• Customer unavailability
• Repeated failed delivery attempts
may require additional shipping charges before re-dispatch.
7. How to Raise a Replacement or Refund Request
Step 1: Gather Information
Please keep ready:
• Order Number
• Product photographs
• Invoice
• Batch details
• Supporting images or videos
Step 2: Contact Customer Support
Email: customercare@nutstory.in
WhatsApp: +91 99303 66500
Please include the Order Number when contacting support.
Step 3: Review & Verification
The Quality Team will review the information and may contact customers for additional details if required.
Step 4: Resolution
Once approved, one of the following actions will be initiated:
• Replacement shipment
• Refund to original payment source
• COD refund method selected by customer
8. Grievance Redressal
NUT STORY is committed to resolving concerns fairly and promptly.
All complaints will be acknowledged and reviewed against the corresponding Order Number.
Grievance Officer: Aman Agarwal
Designation: Founder, NUT STORY
Email: customercare@nutstory.in
Postal Address:
1701, Tower-1,
Planet Godrej Building,
30 Keshavrao Khadye Marg,
Mahalaxmi (East),
Mumbai, Maharashtra – 400011
India
FSSAI License No.: 11525997000031
Frequently Asked Questions
1. Can opened packs be returned?
Opened food products generally cannot be returned due to hygiene reasons unless there is a verified quality issue.
2. Can products be returned because of a change of mind?
No. Food products cannot be returned for change-of-mind requests.
3. How long do refunds take?
Approved prepaid refunds generally take 5–7 business days after processing.
4. Do products need to be shipped back?
No. Please wait for instructions from the support team before sending anything.