We want you and your pet to be happy with every order. This policy explains the two situations in which a return, replacement, or refund is available: our 100% Money-Back Guarantee, and standard remedies for damaged, defective, or incorrect items.
1. The 100% Money-Back Guarantee
If your pet doesn't love their first Lickicious product, we'll make it right. This guarantee applies when:
- It is the first purchase of that specific product by
- The product was purchased directly through lickicious.com (orders placed via Amazon, Flipkart, Zepto, Supertails or other marketplaces are covered by that platform's own return policy, not this one).
- The product has been genuinely tried with your pet, in line with the recommended feeding/usage instructions.
- You can provide valid order details (order number and the email or phone number used at checkout).
What you'll receive: after we verify eligibility, we'll offer either a replacement product or a refund, at your preference where both are reasonably available. We'll confirm which options apply to your specific order when you reach out.
What this guarantee does not cover: general change of mind, ordering the wrong size/variant by mistake, or a pet's preference changing after multiple uses. If your claim doesn't qualify under the guarantee, it may still be eligible under Section 2 below if the product itself was damaged, defective, or incorrect.
2. Damaged, Defective, or Incorrect Items
Separately from the guarantee above, if your order arrives damaged, is defective, or is not what you ordered, you're entitled to a replacement or refund regardless of whether it's your first purchase of that product.
To make a claim, contact us within 7 days of delivery with:
- Your order number
- Photographs of the product
- Photographs of the outer packaging
We'll review your claim and arrange a replacement or refund as appropriate. If the issue was our error (wrong item shipped, damaged in transit, or a defective product), there is no charge to you for the return.
3. Return Shipping
If a return is required to complete your claim, we will confirm the process when we respond to you. Shipping charges are non-refundable, except where the issue occurred due to our error — in those cases, we'll cover the cost of return shipping.
4. Refund Timelines
Once a refund is approved, it will be processed to your original payment method within 5–7 business days. Depending on your bank or payment provider, it may take a few additional days to reflect in your account.
5. How to Start a Return, Replacement, or Refund Request
Contact our support team through our Contact page, or reach out directly:
- Email: info@nuvexo.co.in
- Phone / WhatsApp: +91 70213 20530
Please include your order number and, if applicable, photos as described above.
Our support hours are Monday–Saturday, 10:00 AM–6:00 PM.
6. Related Policies
- Orders cannot be cancelled once placed and payment is confirmed — see our Cancellation
- For delivery timelines and shipping charges, see our Shipping
Nuvexo Wellness Private Limited
9th Floor, Corporate Park II, Swastik Park, Chembur, Mumbai, Maharashtra 400071, India