Return & Replacement Policy

Last Updated: April 1, 2026

At ProFRSH, we take pride in delivering high-quality protein milkshakes that meet the highest standards of food safety and hygiene. As a registered food business operating under FSSAI License No. 11526997000346, our return and replacement policy is designed to be fair, transparent, and compliant with food safety regulations. Please read this policy carefully before placing your order.

No Returns on Opened or Consumed Products

ProFRSH protein milkshakes are consumable food products. In accordance with food safety and hygiene requirements mandated by the FSSAI, we do not accept returns on products that have been opened, partially consumed, or fully consumed. Once the tamper-evident seal on a bottle has been broken, the product cannot be returned, exchanged, or refunded under any circumstances. This policy exists to protect the health and safety of all our customers, as we cannot verify the integrity or storage conditions of a product once it has left our controlled supply chain and been opened by the consumer.

We do not accept returns or issue refunds based on taste preference, flavour dissatisfaction, or change of mind. Our four flavours — Chocolate, Coffee, Strawberry, and Vanilla — are developed through extensive consumer testing and we encourage you to try a single bottle before ordering in bulk if you are unsure about your flavour preference.

Eligible Replacement Cases

While we do not offer returns, we do offer free replacements in specific, verified circumstances where the issue is attributable to our shipping process or manufacturing quality. Replacements are provided exclusively in the following cases.

Transit Damage: If your product arrives with visible physical damage such as a cracked bottle, leaking seal, or crushed packaging that occurred during shipping, you are eligible for a free replacement. The damage must be evident and documented with photographs at the time of delivery.

Manufacturing Defect: If you discover a manufacturing quality issue such as bloated or swollen packaging, an unusual or off-putting odour that is inconsistent with the flavour profile, or any quality anomaly within the product's stated shelf life, you are eligible for a free replacement. The product must be within its expiry date at the time of reporting.

Wrong Product or Flavour: If you received a product or flavour that is different from what you ordered, as confirmed against your order confirmation email, you are eligible for a free replacement with the correct items.

In all replacement cases, the original product need not be returned to us unless specifically requested by our team. We may, at our discretion, ask you to dispose of a damaged or defective product in a safe and responsible manner.

How to Report an Issue

To report a damaged, defective, or incorrect product, you must contact us within forty-eight (48) hours of delivery. Please email us at hello@profrsh.in with the following information: your order number (found in your order confirmation email), a clear and detailed description of the issue, and photographs showing the affected product, the product label with batch number and expiry date visible, and the outer packaging condition. Our customer support team will review your claim within twenty-four to forty-eight (24–48) hours and respond with the next steps. Please do not dispose of the product or packaging until your claim has been reviewed and resolved.

What Is Not Covered

Replacement requests will not be honoured in the following situations: the issue is reported more than forty-eight (48) hours after delivery; the product has been opened, consumed, or tampered with (except where a manufacturing defect is discovered upon opening); damage has occurred due to improper storage by the customer after delivery, such as exposure to extreme heat, direct sunlight, or moisture; the product has been purchased from an unauthorised reseller or third-party marketplace; or the claim is based on personal taste preference, dietary expectations, or subjective quality perception.

Refund Policy

Our primary remedy for eligible claims is a replacement, not a refund. We believe in standing behind our products, and our first priority is to ensure you receive the product you ordered in the condition you expect. Monetary refunds are issued only when a replacement is not possible, such as in cases where the specific flavour is temporarily out of stock with no estimated restock date, or when a refund is determined to be the most appropriate resolution by our customer support team. Refunds, where applicable, will be processed within seven to ten (7–10) business days to the original payment method used at checkout. We do not offer refunds via cash, cheque, store credit, or any alternative payment method.

Order Cancellations

You may cancel your order at any time before it has been dispatched from our facility. To cancel, email us at hello@profrsh.in with your order number. Once an order has been dispatched and is in transit with the courier partner, it cannot be cancelled. Refunds for successfully cancelled orders will be processed within five to seven (5–7) business days to your original payment method.

Grievance Redressal

We are committed to resolving every customer concern promptly and fairly. If you are unsatisfied with the resolution provided by our customer support team, you may escalate your grievance by writing to our Grievance Officer at hello@profrsh.in with the subject line "Grievance Escalation" and a detailed description of your concern. The Grievance Officer will acknowledge your complaint within forty-eight (48) hours and endeavour to resolve the matter within thirty (30) days of receipt, in accordance with the provisions of the Consumer Protection Act, 2019 and the Information Technology Act, 2000.

Contact Us

For any questions, concerns, or claims related to returns, replacements, or refunds, please reach out to our team using the details below.

Email: hello@profrsh.in
Phone: +91 91378 10280
FSSAI License No.: 11526997000346
Registered Office: Mumbai, Maharashtra, India