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Refund policy

Return, Replacement, Refund & Cancellation Policy


Effective Date: 1 May 2026
Website: www.nlyv.in

Welcome to NLYV (pronounced “Enlive”), a brand owned and operated by LIFEBOTICA LLP (“NLYV,” “we,” “us,” or “our”).

At NLYV, customer trust, product quality, and fair service are at the heart of everything we do. This Return, Replacement, Refund & Cancellation Policy (“Policy”) explains how cancellations, returns, replacements, and refunds are handled when you purchase products from www.nlyv.in (“Website” or “Site”).

This Policy is designed in accordance with applicable Indian laws, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and standard e-commerce best practices.

By placing an order with us, you agree to this Policy.

 

 

1. Company Details

Legal Entity: LIFEBOTICA LLP
Brand Name: NLYV
Registered Address: Shop No. 2, Rahul Paradise Building, Sai Nagar, Mahim Road, Palghar – 401404, Maharashtra, India
Email: sales@nlyv.in
Phone / WhatsApp: +91 9579491337
FSSAI License No.: 11524023000150

 

 

2. Product Availability & Order Fulfilment

While we make every effort to maintain accurate stock availability, certain products may become unavailable after an order is placed.

If any item becomes unavailable:

  • We will promptly inform you.

  • You may choose a replacement product of similar value (subject to availability), or

  • Receive a full refund for the unavailable item.

Substitutions are offered only with your consent.

 

 

3. Cancellation by Customer

Before Dispatch

You may cancel your order at any time before it has been dispatched by:

  • Logging into your account (where available), or

  • Contacting our customer support team.

After Dispatch

Once an order has been dispatched, cancellation may not be possible. However, you may contact us regarding eligible return or refusal options, subject to this Policy.

Refund for Cancelled Orders

  • Prepaid Orders: Refund will be processed to the original payment method.

  • Cash on Delivery Orders: No payment is charged if cancelled before delivery.

If an order is refused after shipment or returned due to incorrect customer details / repeated delivery failure, actual logistics charges may be deducted where legally permissible.

 

 

4. Cancellation by NLYV

We reserve the right to cancel any order before delivery in cases including:

  • Product unavailability

  • Delivery area limitations

  • Pricing or technical errors

  • Failed payment verification

  • Suspected fraud, misuse, or abuse

  • Regulatory restrictions

Where payment has been received, eligible refunds will be issued promptly.

 

 

5. Delivery Inspection (Important)

We request all customers to inspect packages at the time of delivery.

If the parcel appears:

  • tampered

  • leaking

  • damaged

  • opened

  • crushed

please either:

  • refuse delivery, or

  • accept delivery and report the issue immediately with photos/videos.

Prompt reporting helps us resolve claims fairly and quickly.

 

 

6. Return / Replacement Eligibility

Due to the nature of edible products and food safety requirements, returns are accepted only in specific circumstances.

You may be eligible for return, replacement, or refund if the product is:

  • damaged in transit

  • leaking

  • expired

  • incorrect item delivered

  • missing item from package

  • materially defective

  • tampered package on arrival

Claims should preferably be raised within 24 hours of delivery with supporting photos/videos.

 

 

7. Non-Returnable Cases

For safety, hygiene, and quality reasons, we may not accept returns where:

  • Product has been opened, used, or consumed

  • Seal has been broken after delivery (unless defect claim)

  • Claim is made after unreasonable delay without valid cause

  • Damage caused by improper storage after delivery

  • Taste preference / personal preference claims

  • Minor packaging dents not affecting product quality

  • Natural variations in aroma, color, texture, sedimentation, or consistency common in natural oils

 

 

8. Product-Specific Policy (Wood-Pressed Oils)

As our oils are natural food products:

  • slight color variation between batches may occur

  • seasonal aroma/taste differences may occur

  • natural settling or sediment may occur

These are normal characteristics of minimally processed oils and do not constitute defects.

If you receive a leaking, rancid, expired, wrong, or visibly damaged product, please contact us immediately.

 

 

9. Replacement Policy

Where approved, we may offer a replacement instead of refund.

Replacement may be issued when:

  • product was damaged in transit

  • wrong item delivered

  • item missing from shipment

  • packaging failure occurred

Replacement is subject to stock availability and serviceability.

If replacement is unavailable, refund may be issued.

 

 

10. Refund Policy

Refund Method

Approved refunds are generally processed to:

  • Original payment method (UPI / Card / Net Banking / Wallet), or

  • Store credit / coupon (if mutually agreed)

Refund Timeline

Once approved, refunds are usually initiated within 5–10 business days. Actual credit timing depends on banks/payment gateways.

COD Orders

For COD refunds, bank account / UPI details may be requested.

Charges

We do not levy unfair restocking fees. However, actual shipping/logistics charges may be deducted in cases of unjustified refusal, incorrect address, or customer-caused return failures where permissible.

 

 

11. Exchange Policy

As a food category business, we generally do not offer open-ended exchanges based on preference.

Exchanges may be permitted only for:

  • wrong product received

  • damaged item

  • verified defect

 

 

12. How to Raise a Request

Please contact us with:

  • Order number

  • Name & phone number

  • Description of issue

  • Photos/videos of parcel and product

  • Unboxing video (recommended for transit damage claims)

Contact Details

Email: sales@nlyv.in
Phone / WhatsApp: +91 9579491337

 

 

13. Communication & Updates

By placing an order, you consent to receive service-related communications such as:

  • Order confirmations

  • Shipment updates

  • Refund status

  • Return/replacement updates

These may be sent via email, SMS, WhatsApp, or phone through legally permitted channels.

 

 

14. Fraud Prevention & Abuse Protection

To protect genuine customers, we reserve the right to deny claims or restrict accounts where there is evidence of:

  • repeated false claims

  • manipulated evidence

  • abuse of refund policy

  • commercial misuse

  • suspicious activity

 

 

15. Privacy & Data Handling

Information shared with us during return/refund requests (such as contact details, payment details, photos, or communications) will be handled in accordance with our Privacy Policy.

We use such data only for:

  • claim verification

  • customer support

  • fraud prevention

  • legal compliance

  • service improvement

We do not sell your personal data to third parties.

 

 

16. Grievance Redressal

If you are dissatisfied with the resolution, please contact:

Grievance Officer
LIFEBOTICA LLP / NLYV
Email: sales@nlyv.in
Phone: +91 9579491337
Hours: Monday to Friday, 10:00 AM – 6:00 PM IST

We aim to acknowledge concerns promptly and resolve them within a reasonable time.

 

 

17. Legal Rights

Nothing in this Policy limits your statutory rights under applicable Indian consumer laws.

 

 

18. Changes to This Policy

We may update this Policy from time to time. Revised versions will be posted on this page with an updated effective date.

Changes apply prospectively unless otherwise required by law.

 

 

19. Our Commitment

At NLYV, every bottle is crafted with care, purity, and honesty. If something goes wrong, we are committed to making it right in a fair and transparent manner