CUSTOMER CARE
Clear information for your Nature’s Urja order.
Shipping across India
We offer free shipping across India, with no minimum order. Orders are dispatched within 48 hours. Delivery is estimated within one week after dispatch and may vary depending on your area and destination PIN code. Please enter a complete address, PIN code and reachable telephone number at checkout. Contact us if your order has not arrived within the stated timeframe. For international orders, please contact us before placing an order.
Cancelling an order
You may request cancellation before your order is dispatched by emailing info@naturesurja.in or calling +91 7807036000 with your order number. We do not charge a cancellation fee. If the order has not been dispatched, we will confirm cancellation and refund any amount paid for the cancelled items. If Nature’s Urja cannot fulfil an order, we will notify you and refund the amount paid for the unfulfilled items. Once dispatched, a change-of-mind cancellation may no longer be possible; this does not affect your rights if the goods are faulty, incorrect or delivered late.
Returns for food products
Our infusions are packaged food products. We do not offer change-of-mind returns or exchanges after dispatch, including for taste preferences or an incorrect product selected by the customer. This restriction does not apply to products that arrive damaged, defective, expired, incorrect, incomplete, or materially different from their description, or where a return or refund is otherwise required by applicable law. Opening a pack to discover a defect does not by itself invalidate a genuine claim.
Damaged, incorrect or defective items
Please contact us as soon as you discover a problem, preferably within 48 hours of delivery for visible damage or an incorrect item. This requested reporting period is not a cut-off for statutory rights or defects discovered later. Share your order number, a short description and, where reasonably available, photographs of the item, packaging, shipping label and batch or best-before information. An unboxing video is not mandatory. Retain the item and packaging where safe to do so, and do not consume a product that appears unsafe or tampered with. We may reasonably assess the issue and request relevant information before arranging a remedy.
Replacement, refund and collection
For a verified qualifying problem, we will offer an appropriate replacement or refund, respecting your rights under applicable law. A refund will not be replaced with compulsory store credit. We will cover reasonable return or collection costs where the problem is our responsibility or the goods are faulty or incorrect. Please contact us before sending any item back so we can provide suitable instructions. Where returning food is unsafe or unnecessary, we will confirm an alternative process.
Refund timing and method
We will initiate an accepted refund within 5 business days, or sooner where applicable law requires. Refunds for online payments will normally go to the original payment method. For cash-on-delivery orders, we will agree a bank or UPI refund method with you through customer care. Your bank or payment provider may take additional time to credit the amount; we will share an available refund reference on request. We never ask for a UPI PIN, card PIN, CVV, password or OTP to process a refund.
Delayed or missing deliveries
If a parcel is delayed or marked delivered but has not been received, contact us with your order number and PIN code. We will investigate with the delivery partner and arrange the appropriate remedy. Our delivery estimate and PIN-code qualification do not remove any applicable right to a refund for late delivery or non-delivery. Exceptional events outside reasonable control will be assessed in accordance with applicable law.
Contact and complaints
Grievance Officer: Dr. Divya Vishambra, Founder
Nature’s Urja Pvt. Ltd.
Gangadhar Niwas, Ambedkar Nagar, Brara Road, Rohru, District Shimla, Himachal Pradesh – 171207, India.
Email: info@naturesurja.in
Telephone: +91 7807036000
We will acknowledge consumer complaints within 48 hours and resolve them within one month of receipt, as required by applicable rules.
Your consumer rights
This policy applies to purchases from naturesurja.in. Nothing in it excludes or limits rights or remedies available under applicable Indian consumer law. It is not a waiver of rights for faulty goods, misdescription or other failures covered by law.