Return Policy
At NuestraShop, we strive to ensure that your orders are delivered to your satisfaction. However, in the rare event that your order received is unsatisfactory, we are happy to accept returns for orders, within 7 days from the date you receive your order if:
- you’ve received an item(s) that does not match your order
- the item(s) were damaged in transit (It is important that the acceptance of delivery of such order should have been refused at doorstep after primary checks)
- The item is already expired
Note: If you notice the package is damaged at the time of delivery, please do not accept the order. If you could not check that the order is damaged at the time of delivery, raise a return request within 24 hours of delivery by calling us at +91 9820029510 (Mon-Fri, 9:00 am to 6.30 pm) or mailing us on support@nuestrashop.in. Replacement for the damaged item (s) is subject to availability in stock. In absence of a replacement, a refund will be issued as per the timelines followed by NuestraShop.
2. Please make a video while opening the package as a supporting proof in case of damaged or missing products in your order.
3. Do not break the seal of the product if you have any doubts/questions about authenticity.
4. Once the product seal is broken, we do not accept return/replacement for the product.
5. In case you request for return of products purchased under offers like Buy1 Get1 or free promotional merchandise the offer will be void and only 30% of the value of sealed product will be refunded. Free merchandise will have to be returned.
9. In case of returns due to unreasonable reason, a reverse shipping charge of Rs.200 will be charged.
We do not accept returns in following scenarios:
- Partially used products cannot be returned.
- Products which require specific storage conditions including but not restricted to temperature controlled, humidity-controlled handling cannot be returned
- Products which have expired post purchase.
- Second time request against the same product/order.
5. For issues like rashes, stomach upset, headache, flavour like/dislike, flavour difference from one brand to other etc. products would not be applicable for return.
Missing/Damaged Items
In case a product is missing/damaged in your order please reach out to us on support@nuestrashop.in with the name & quantity of product missing and attach the images or video/s of the products already received. Also share the image of the outer packaging box along with the invoice. Once we received the email we will check with our internal team and after the investigation we will send the missing items or damaged items as per stock availability to you in 7 working days.
In case you have received a wrong product or completely wrong order please follow the same process and we shall arrange for a replacement as per availability of the ordered product within 7 working days.
Return Process:
If your order is eligible for a return based on the conditions above, you can raise a request within 7 days from the date of delivery. Customers can contact us via our Customer Care Centre +91 9820029510 (Mon-Fri, 9:00 am to 6.30 pm) or mailing us on support@nuestrashop.in. Please note that all returns are reviewed for eligibility. All refunds are subject to the verification and review by our Returns team.
