Refund policy

FitStory is operated by LEMONBYTE LLP (GSTIN 30AAMFL1709R1Z1), Goa, India. This policy applies to all orders placed on fitstory.shop.

In short: if your order arrives damaged, defective, incomplete, or isn't what you ordered, tell us within 7 days and we'll make it right — and you won't need to ship anything back to us. Because our products are personal-use items, we can't accept returns for change of mind once an order has been delivered.

1. Cancelling before dispatch

Any order can be cancelled free of charge before it ships. Email us at contact.lemonbyte@gmail.com or send a WhatsApp message to +91 9359007547 with your order number and we'll refund you in full, to your original payment method.

Once you've received a dispatch notification the order can no longer be cancelled — but section 3 still covers you.

2. Your 7-day window

You have 7 days from the date your order is delivered to raise a claim. We're unable to process requests made after that.

3. Damaged, defective, wrong, or missing items

If your order arrives damaged, faulty, incomplete, or isn't what you ordered, contact us within 7 days with:

  • Your order number
  • Clear photographs of the item and the outer packaging
  • An unboxing video showing the sealed parcel being opened. Start filming before you open it — it takes ten seconds, and it lets us approve claims immediately.

You will not need to return the item. Once your claim is approved, you choose:

  • A free replacement, shipped at our cost — usually the fastest resolution, or
  • A full refund, including any shipping you paid

If we're unable to send a replacement (for example, the item is out of stock), we'll refund you in full without you having to ask.

4. What we can't accept

We don't accept returns or refunds for change of mind. Our products are used directly on the skin and body, and once a parcel has been delivered we can't verify that an item is unused — so for hygiene reasons every delivered order is final, except under section 3.

Also not eligible:

  • Items damaged through misuse, dismantling, or normal wear over time
  • Claims raised more than 7 days after delivery
  • Claims without an unboxing video
  • Free items, gifts with purchase, and gift cards

5. Refused and undelivered orders

Prepaid orders that are refused at the door, or returned to us after failed delivery attempts, are refunded once the parcel reaches our facility, subtracting a ₹130 return handling charge. This covers the actual cost of shipping the parcel out and back — we don't add a margin to it.

Cash on Delivery orders that are refused or returned undelivered cost us the full round-trip shipping. Where this happens, we may decline Cash on Delivery on future orders from the same address and ask for prepayment instead.

If a delivery attempt failed for a reason outside your control — wrong address entered by the courier, no attempt actually made, or a delivery marked failed while you were available — tell us and we'll waive the charge. We'd rather get this right than argue about the handling charge.

6. How to raise a claim

Email fitstoryindia@gmail.com / contact.lemonbyte@gmail.com or WhatsApp +91 9359007547 with your order number, photographs, and your unboxing video, and preferrence of refund or replacement.

We acknowledge every claim within 48 hours and aim to resolve it within 7 working days, and in all cases within 30 days.

7. Refunds

Approved refunds are initiated within 2 working days.

  • Prepaid orders — refunded to your original payment method. Your bank usually posts it within 5–7 working days.
  • Cash on Delivery orders — refunded by UPI or bank transfer. We'll ask for your UPI ID or account details.

If an approved refund hasn't reached you after 10 working days, email us and we'll trace it with you.

8. Exchanges

We don't run direct exchanges. If you'd like a different product, raise a claim under section 3 if applicable, or simply place a new order.

9. Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020:

Grievance Officer: Priyanshu V., LEMONBYTE LLP Email: fitstoryindia@gmail.com or contact.lemonbyte@gmail.com Phone / WhatsApp: +91 9359007547 Address: FitStory, Dr. Correia Bldg, Margao, Goa, India

The Grievance Officer acknowledges every complaint within 48 hours of receipt and resolves it within 30 days.

Last updated: 14.08.2026