Acventa Private Limited
1. Scope
This Replacement Policy applies to all products bought directly from Acventa Private Limited ("Acventa", "we", "us") through https://acventa.online and our official ordering channels ("Platform"). This includes products under the Acventa and dlife brands.
Our products are health supplements and nutraceuticals regulated as food products under the Food Safety and Standards Act, 2006. To protect product safety and hygiene, we offer replacement only in the situations listed in this Policy. This Policy should be read together with our Shipping Policy, Terms & Conditions and Privacy Policy.
2. When you are eligible for a replacement
You can request a replacement if the product you received:
- Was damaged in transit, such as a crushed container, leakage or a broken seal on arrival;
- Has a physical or manufacturing defect, such as a faulty container, a defective seal or incorrect labelling;
- Is an incorrect product, meaning a different product, variant, pack size or quantity than you ordered;
- Has missing units compared with your invoice;
- Has less than the minimum remaining shelf life required under applicable FSSAI norms at the time of delivery.
3. Time limit for reporting
You must report the issue within 48 hours of delivery. The delivery time is taken from our courier partner's delivery record.
If the outer package looks tampered with, torn or damaged when it arrives, we recommend that you refuse to accept it and contact us right away.
4. How to raise a request
Email info@acventa.in or WhatsApp +91 8796 200 223 with the following:
- Your order number and registered mobile number.
- Clear photos of the outer shipping box and shipping label.
- Clear photos of the product, showing the batch number, manufacturing date and expiry date.
- A photo of the invoice; and
- A short description of the issue.
We strongly recommend recording an unboxing video without pauses or cuts. For claims about missing units or tampered packaging, we may need this video to verify the claim.
5. Situations not eligible for replacement
A replacement will not be issued if:
- The product has been opened, used or partly consumed, except as stated in Clause 6;
- The manufacturer's seal is broken, or the batch number, serial number, barcode or label has been removed or tampered with, and this did not happen during transit;
- The damage happened after delivery or was caused by improper storage, handling or misuse;
- The request is made after the 48-hour window in Clause 3;
- The request is based on taste, flavour, texture, personal preference, or dissatisfaction with individual results, since results may vary from person to person;
- The product is a complimentary or free item, or part of a promotional bundle whose terms were shown at the time of purchase, unless the item itself falls under Clause 2; or
- The product was not bought from the Platform or our official channels.
6. Verification and inspection
After we receive your request, we will:
- Review your photos and evidence and tell you our initial decision within 3 working days.
- Arrange a free reverse pickup where the product needs to be inspected.
- Inspect the returned product at our warehouse to confirm the claim.
If the claim is not valid after inspection, we will tell you the reason in writing. The product will be sent back to you at no extra cost.
7. Resolution
If your claim is approved:
- Replacement: we will send a replacement of the same product, variant and quantity free of charge, dispatched within 3 working days of approval.
- Refund, if replacement isn't possible: if the product is out of stock or discontinued, we will issue a full refund of the amount paid for the affected item(s). Refunds go to the original payment method within 7 working days of approval.
- We do not charge any processing, restocking or shipping fee for a valid replacement claim.
8. Returned products
To protect food safety, returned products are never resold. They are quarantined and disposed of in line with applicable food safety requirements.
9. Grievance redressal
If you are not satisfied with how your request was handled, you may contact our Grievance Officer:
- Grievance Officer: Narendra Sharma
- Designation: Manager
- Email: info@acventa.in
- Phone: +91 8796 200 223
- Address: C-95, Ground Floor Industrial Area,, Mangolpuri, Phase-1, Rohini, North West, Delhi
- Working hours: Monday to Saturday, 10:00 AM to 6:00 PM IST
We will acknowledge your complaint within 48 hours and aim to resolve it within one month of receiving it, as required by the Consumer Protection (E-Commerce) Rules, 2020.
You may also contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or file a complaint before the appropriate Consumer Commission through e-Daakhil.
10. Your statutory rights
Nothing in this Policy limits or excludes any rights or remedies you have under the Consumer Protection Act, 2019, the Food Safety and Standards Act, 2006, or any other applicable law.
11. Privacy
Any photos, videos or personal details you share for a replacement request are used only to process that request. They are handled in line with our Privacy Policy and the Digital Personal Data Protection Act, 2023.
12. Seller information
- Legal name: Acventa Private Limited
- CIN: U31908DL2007PTC162384
- GSTIN: 07AAGCA4051J1ZS
- FSSAI Licence No.: 13325001000671
- Registered address: C-95, Ground Floor Industrial Area,, Mangolpuri, Phase-1, Rohini, North West, Delhi
- Customer care: info@acventa.in | +91 8796 200 223
13. Changes to this Policy
We may update this Policy from time to time. The version published on the Platform on the date of your order applies to that order.