Refund & Cancellation Policy

This Refund and Cancellation Policy applies to all orders placed on aegisprotocol.in. Because Aegis Protocol products contain live probiotic cultures and are nutraceutical supplements intended for personal consumption, our refund policy is strict for reasons of product safety, hygiene, and regulatory compliance.

1. Order Cancellation Before Dispatch

You may cancel an order at any time before it is dispatched from our facility. To cancel, email support@aegisprotocol.in with your order ID and "Cancellation Request" in the subject line. Full refunds for cancelled-before-dispatch orders are processed within 5 to 10 business days to your original payment method.

2. No Refunds on Opened Products

Once an Aegis Protocol kit is opened, broken from its tamper-evident seal, or used in part, it cannot be returned or refunded under any circumstances. This is because:

• Live cultures: The product contains live probiotic strains whose viability depends on the unbroken cold chain and packaging
• Hygiene and safety: Once opened, the product cannot be verified as untampered and cannot be resold or redistributed
• Regulatory compliance: FSSAI guidelines prohibit the resale or redistribution of opened nutraceutical products

3. Unopened Product Returns

If you wish to return an unopened, sealed kit, you must:

• Initiate the return within 7 calendar days of delivery
• Email support@aegisprotocol.in with your order ID, reason for return, and a photo showing the unbroken tamper seal
• Ship the product back to our facility (return shipping cost is borne by the customer unless the return is due to our error)
• Allow 5 to 7 business days from receipt for inspection. Refund is processed only after we verify the seal is intact and the product is in original condition

If the product arrives at our facility with a broken seal, signs of tampering, or in non-resalable condition, the return will be rejected and the product returned to you at your cost, or destroyed at our discretion.

4. Damaged or Defective Products

If your order arrives damaged, with broken packaging, or with manufacturing defects, contact us within 48 hours of delivery at support@aegisprotocol.in. Include:

• Order ID
• Clear photographs of the damaged product and packaging (exterior and interior)
• A brief description of the issue

We will offer either a full replacement at no additional cost or a full refund, at your choice. Decisions on damaged or defective claims are made within 3 business days.

5. Wrong Item Delivered

In the rare case that you receive the wrong product, contact us within 48 hours of delivery. We will arrange a free replacement and a return pickup of the incorrect item.

6. Non-Delivery

If your order is not delivered within the timeframe stated in our Shipping Policy and tracking does not show movement, contact support@aegisprotocol.in. We will investigate with the courier partner. If the order is confirmed lost, we will issue a full refund or send a replacement, at your choice.

7. Adverse Reactions

If you experience an adverse reaction, discontinue use immediately and consult your physician. Contact us at founder@aegisprotocol.in with details. We will investigate every adverse event report seriously. Where appropriate, we will issue a refund for the unused portion at our discretion. This does not affect any other rights you may have under Indian consumer protection law.

8. Refund Processing Times

All refunds are processed to your original payment method. We do not offer store credit in lieu of refunds.

9. Contact

For all refund and return enquiries, contact support@aegisprotocol.in.