COVID-19 Update: In lieu of the ongoing pandemic-related restrictions by various state governments, please expect a delay in delivery in case you are a resident of any such area. Click here for COVID-19 updates
logo

Search products

Shipping, Refund & Cancellation policy

Shipping & Delivery:

All Products bought from the Website will be delivered to the User by standard courier services by MuscleMonk or through certified logistic partners.All deliveries where applicable will be put forth on a best-efforts basis, and keeping in mind that the website will try to convey the Products on the dates intimated, the Website repudiates any claims or liabilities emerging from any delay in this regard. A nominal fee may be charged on all cash on delivery (COD) orders and it can be viewed at the time of placing the order and in all related emails. This charge shall not be refunded upon order cancellation or product is returned.

We are not responsible for any delay in delivery of your order(s). MuscleMonk shall not be liable for any damage incurred while delivery of the product like mishandling by the logistic partners. Our delivery partners will make maximum three attempts to deliver your order. If the User is not reachable or does not accept the delivery of the product(s) in these attempts then MuscleMonk reserves the right to cancel the order(s) at its discretion. All orders placed from Monday to Friday (excluding public holidays) will be delivered in around 7 working days upon confirmation of payment. This could differ with conditions, for example, online security checks, transport restrictions, payment authorization, packing and dispatching of order. An email confirmation will be sent for all orders once received.An estimated delivery time will be shown on the order summary page. On placing your order, you will get an email containing a summary of the order and furthermore the estimated delivery time to your location.

Sometimes under unexpected circumstances such as bad weather, flight delays, political disruptions or other unforeseen situations it might take more time for the delivery of order(s). In case of any delay in delivery of product(s) is expected, MuscleMonk at its sole discretionshall choose to inform Users via relevant medium like email or SMS. We don’t deliver any products outside the territorial boundaries of India.

MuscleMonk will not compensate for any psychological agony caused because of delay in delivery. The Users can cancel the order at any time even if the delivery time exceeds the expected delivery time. If it is a prepaid order, the Users will be refunded back the price of the product in the account or payment wallet, in accordance with the option chosen by you, as soon as the order is successfully cancelled.

 

Refund, Return and Replacement:

All products ordered from MuscleMonk website and successfully delivered can be returned by User in accordance with the terms contained in the respective policy. No products will be accepted by MuscleMonk or its logistic partners if (a) the product returned is tampered with or damaged by the User (b) if there is change in product quality and quantity (c) if delivered product is replaced with different product (d) any other circumstances which occur and addressed by MuscleMonk from time to time.

Once the product is delivered and User wants to return or exchange the product then User has to initiate return/exchange within 15 days of order delivery. The product should be intact, unused, undamaged and must carry product tag at the time of return/exchange.  In case User wants to return the product within 15 days from date of delivery and MuscleMonk doesn’t offer any pickup of products, then User can return the product through any courier of his/her choice to the following address:

Fermentis Life Sciences Private Limited, Plot No.  41, Sector – 8, IMT Manesar, Gurugram, Haryana, India: 122051

If return is initiated and subsequently couriered by the User himself/herself, and in case returned shipment is not delivered to MuscleMonk or shipment is empty, the onus will be on the User to prove through presentation/submission of Proof of Delivery (PoD) from the concerned logistic service provider to establish his/her claim of return. In case of non-receipt of product by MuscleMonk shall result into no refund/exchange being issued to the User. MuscleMonk shall not be liable for any refund in this regard. We will not be responsible for any product returned by mistake. All products are not eligible for exchange, Users are expected to please take note of this on the product pages.

In case User doesn’t receive his/her placed order as per estimated time on the product page or opts to return the order then the User is entitled to claim refund for product ordered after adjusting for logistics charges. If User doesn’t raise refund request as per Terms, the User shall be ineligible for a refund. In the event, the refund facility of that particular product is not applicable then User will not able to claim refund. All orders placed with MuscleMonk is eligible for replacement within agreed period but productsthat are tampered, used, damaged, soiled or different from mentioned order are not entitled for replacement.

If refund request is raised, payment will be made within 15 working days of the receipt of the returned product by MuscleMonk, to the same issuing bank through which the Product was purchased.For Cash on Delivery (COD) transactions, the User has the option to receive the refund in any bank account via NEFT (for which the User shall have to share the bank details) or, the refund will be credited to the wallet linked to his/her User account on the Website.All payments made through electronic means such as debit card, credit card, net banking, wallet and others, the refund shall be made using same payment mode. All refund payments shall bedone in Indian Rupees only.

All Users shall comply with all the applicable laws (including without limitation Foreign Exchange Management Act, 1999the rulesmade there under, Customs Act, Information and Technology Act, 2000 as amended by the Information Technology (Amendment) Act 2008, Prevention of Money Laundering Act, 2002 and the rules made there under, Foreign Contribution Regulation Act, 1976 and the rules made there under, Income Tax Act, 1961) and the rules made there underand any remaining laws as might be applicable. The User acknowledges that the Website won't be liable for any damages, interests or claims and so forth coming about because of non-processing an order or any delay in processing an order which is beyond control of the website.

 

Cancellation:

In our endeavour to provide a safe and secure shopping experience, we regularly monitor all kinds of transactions to detect fraudulent activity. In case of detecting any dubious activity or transaction on the website, MuscleMonk reserves the absolute right to cancel all past, forthcoming and future order(s) without any liability. User order(s) may be cancelled in the event of order inaccuracies in pricing of products on the website and stock unavailability, MuscleMonk exclusively reserves the right to refuse or cancel order. In certain cases, we might require additional confirmation or an additional step of verification before accepting order. We may get in touch with you if all or any part of your order is cancelled or if additional detailsare needed to acknowledge your order.In case your order is cancelled after your card has been charged, the said amount will be reversed to your account.If any promo code or promotional voucher is used for the cancelled orders the promo amount will not be refunded.Further, in the event of dubious transactions,MuscleMonk has the sole right to inform concerned law enforcement authorities and furnish them with all transaction details that might be mentioned for examination of any criminal activity.

The User transaction may be considered as fraudulent if any of the following situations are encountered:

  • If User does not reply to the payment verification mail sent by the MuscleMonk.
  • Users fail to produce sufficient documents during the payment details confirmation and misuse of another User’s mobile phone or email.
  • Excessive use of promo code or voucher code and invalid mobile number or email.
  • Users returns wrong product and refuses to pay for an order.
  • If User indulges in snatch and run with product.

 

The User might be considered as loss to business if any of the accompanying situations are encountered:

  • User with a very high return rate
  • Incomplete address and invalid address for delivery cases
  • Persistent request for monetary compensation for paltry issues

All accounts of Users will be blocked which are falling in fraudulent or loss to business category. Any credits acquired through loyalty program or referral program will be forfeited in such case.MuscleMonk may cancel any orders that are termed as 'Bulk Order ‘under specific standards at any stage of the product delivery.

An order can be classified as 'Bulk Order' that it meets with the below mentioned criteria as characterized by MuscleMonk:

  • Product ordered for commercial resale not for personal use
  • Repeated orders placed for same product at the same address, depending on the product category
  • Huge quantity of the same product is ordered
  • Incomplete/Invalid address provided for delivery
  • Any malpractice used to place the order

Any kind of promo code or promotional voucher used for placing ‘Bulk Order’ shall not be refunded.

In the event that a User raises a grievance or partial item/partial order:

  • The Users is supposed to claim for pilferage within 48 hours of delivery failing which the claim will not be entertained.
  • Email will be sent to User for their refund request for all prepaid orders; it will be paid only after verification and investigation.
  • If User fails to provide appropriate proof of cancellation, adequate information, required images of the packet or box of the product then Users may not be eligible for a refund.
  • In case User does not dispatch the package within 3-4 days post delivery, User may not liable for a refund.