Returns & Refunds

Because PRISOMA products are consumable nutrition products, opened, used, unsealed or tampered packs are generally not eligible for return due to food-safety and hygiene considerations, except where applicable law requires a remedy or the product is defective, damaged, incorrect or otherwise not supplied as agreed.

Please contact support if you receive the wrong product, a product damaged in transit, a pack with compromised sealing, missing items, or another material fulfilment error. Eligibility is assessed using the order record, photographs or video where reasonably required, batch/pack information and the condition of the product.

Report delivery-related damage, tampering, missing items or incorrect items as soon as reasonably possible after delivery. Include the order number, registered email or phone number, a description of the issue and clear photographs of the parcel, shipping label and affected product.

Change-of-mind returns for consumable products are not automatically available. If PRISOMA chooses to accept a discretionary return, the product must be unopened, unused, in original saleable condition and returned in accordance with the instructions provided by support. Any reverse-logistics charges will be communicated before approval.

Approved refunds for prepaid orders are ordinarily processed to the original payment method, subject to payment-provider capabilities and applicable law. Where that is not possible, another lawful refund method may be agreed. Cash-on-delivery refunds may require verified bank or payment details.

PRISOMA will initiate an approved refund after the required verification or return inspection is completed. The time for funds to appear after initiation depends on the bank, card network, UPI provider, wallet or payment gateway and is outside PRISOMA's direct control.

Unless required by law, shipping fees, convenience fees, cash-on-delivery fees or other service charges may be non-refundable once the relevant service has been performed. Refund deductions, if any, will be explained before completion of an approved discretionary return.

Where appropriate and subject to stock availability, PRISOMA may offer a replacement instead of a refund for a damaged, incorrect or defective item. A replacement is not dispatched until the claim is approved.