RETURNS, REFUNDS & CANCELLATION POLICY

Effective Date: April 2026

Your satisfaction genuinely matters to us. At Gut2Go (Polestar Alpha Private Limited), we stand behind the quality of every product we ship — and if something isn't right, we want to make it right. We've designed this policy to be as fair and transparent as possible, because we believe trust is built through honesty, not hidden clauses. We do ask that you read this carefully, particularly around our policy on opened products, which exists to protect the safety and hygiene of supplements for every customer in our community. We're here to help — and if you ever have a concern, our team is just an email away. Please feel to write to us at ideas@polestaralpha.com and we shall get back to you at our earliest possible.

We are sure that you would understand that once a product's seal, packaging, or tamper-evident closure has been opened or broken, the product would be non-returnable and non-refundable. This policy is essential for ensuring the safety, hygiene, and integrity of products.

Cancellation Policy

Cancellation by Customer — Before Dispatch

You may cancel your order before it is dispatched from our warehouse by contacting us at ideas@polestaralpha.com or through the 'My Orders' section. Once an order is successfully cancelled:

Prepaid orders: Full refund to the original payment method within 10-15 business days.
COD orders: No payment to be made; the order will be marked as cancelled.

We cannot guarantee cancellation if the request is received after the order has been packed or handed over to the courier. Please submit cancellation requests at the earliest.

Cancellation After Dispatch

Cancellation is not possible once an order has been dispatched. In such cases, you may refuse delivery at the doorstep. The product will be returned to us as RTO; however, shipping charges incurred (both forward and return) will be deducted from any applicable refund. No refund will be applicable for opened, tampered, or partially used products. No refund will be applicable on COD orders.

Cancellation by Company

The Company reserves the right to cancel any order at any time prior to dispatch due to: stock unavailability, pricing errors, payment failure, suspected fraud, regulatory reasons, or any other reason at its sole discretion. In such cases, the full amount paid will be refunded without any cancellation charge.

Returns Policy

Conditions for Return

Returns are ONLY accepted under the following limited circumstances:

The product delivered is different from what was ordered (wrong product).
The product delivered is expired (beyond the 'Best Before' or 'Expiry Date' or 'Use By' date on the label) at the time of delivery.
The product packaging is damaged or tampered with at the time of delivery (visible damage, broken seal upon receipt — prior to being opened by the customer).
The product has a manufacturing defect that was not detectable without opening (evaluated case-by-case).

How to Initiate a Return

Contact us within 24 hours of delivery at ideas@polestaralpha.com with your order number, reason for return, and supporting photographs/video.
Our team will review the request within 2–3 business days and communicate acceptance or rejection.
If accepted, a reverse pickup will be arranged within 3–5 business days. Do NOT return products without prior written approval.
Upon receipt and quality verification at our warehouse, a refund or replacement will be initiated.

Important: Products returned to the Company without prior approval of the Company will not be accepted and no refund will be issued.

Non-Returnable Conditions

The following Products are Non-Returnable and Non-Refundable:

Any product whose seal, inner packaging, or tamper-evident closure has been opened, broken, or tampered with by the customer.
Products return initiated after 24 hours of delivery.
Products that have been partially consumed or used.
Products for which the original packaging, labels, tags, or accessories are missing or damaged by the customer.
Products purchased during special sales, promotional events, or at discounted prices (unless genuinely defective or wrong product).
Products that are marked 'Non-Returnable' on the product listing page.
Free products, samples, or gifts accompanying an order.
Returns initiated due to personal preferences, taste, smell, texture, or subjective dissatisfaction — as nutritional supplements vary in taste and texture.
Claims based on failure to achieve expected health or nutritional results, as individual results vary.

Refunds Policy

Eligible Refunds

Refunds will only be processed in the following scenarios:

Company-cancelled orders (full refund).
Customer-cancelled orders before dispatch (full refund).
Returns accepted under the Returns Policy above, after verification.
Confirmed failed delivery due to courier error or Company error.

Refund Method & Timeline

Prepaid orders: Refund to the original payment instrument (credit card, debit card, UPI, wallet, net banking) within 7–10 business days of refund initiation.
COD orders with eligible refund: Refund via NEFT/IMPS to the bank account provided by the customer within 10–12 business days.
Credit/gift vouchers: If the Company, at its discretion, issues Store Credit, it will be credited to your account within 2 business days and will be valid for 12 months.

Refund timelines are dependent on banking and payment gateway processing and are beyond the Company's control beyond the point of initiation. The Company shall not be liable for delays caused by financial institutions or payment processors.

Partial Refunds

The Company reserves the right to issue partial refunds in cases where: (i) only part of the order is returned or accepted for return; (ii) the product is returned in a condition that shows signs of use or damage not attributable to the Company; or (iii) deductions are made for shipping charges as applicable.

Deductions from Refunds

The Company reserves the right to deduct from refunds the following amounts: forward shipping charges, reverse shipping charges, COD convenience fees, handling or restocking fees (if applicable), and any applicable taxes or platform charges that are non-refundable.

Contact

For all Returns, Refund, and Cancellation queries:

Email: ideas@polestaralpha.com

IMPORTANT: Please also refer to the other policy related documents on our Website.