Effective Date: 15/01/2026
Last Updated: 15/01/2026
This Return & Refund Policy ("Policy") describes the conditions, procedures, and limitations under which Centenarians Life Sciences Private Limited ("Company", "we", "us", "our"), operating under the brand name Decode Age, permits returns, replacements, store credit, and refunds for products purchased through our website https://decodeage.com and our mobile application collectively referred to as the "Platform".
This Policy is formulated in accordance with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, Legal Metrology (Packaged Commodities) Rules, and other applicable Indian Laws. By purchasing from the Website or the Application, the Customer ("Customer") agrees to be bound by this Policy.
GENERAL PROVISIONS
This Policy applies solely to purchases made directly through the Website or the Application, or through authorised resellers expressly recognised by Decode Age.
Decode Age reserves the right to modify, suspend, or update this Policy at any time. Any changes shall become effective upon publication on the Platform.
Returns, replacements, and refunds shall be permitted only in accordance with this Policy. No exceptions shall apply unless required under applicable law.
Notwithstanding anything contained herein, Decode Age reserves the right, at its sole discretion, to restrict Customers with a history of repeated return-to-origin (RTO) shipments, order refusals, failed deliveries, or unsuccessful Cash on Delivery (COD) transactions, to prepaid payment modes only, for future purchases on the Platform. Such restriction shall be applied as an operational safeguard and shall not constitute denial of service.
ELIGIBILITY FOR RETURNS
A product is eligible for return only if all the following conditions are satisfied:
The return request is initiated within 30 (thirty) days from the date of purchase (or delivery, where applicable).
The product is unused, unopened, and remains in its original, sealed packaging with all labels, barcodes, and accessories intact.
Products that have been opened or used may be eligible for return only if: (a) The product delivered is damaged, defective, expired, or (b) The product received is incorrect or not as described, or (c) The Customer is genuinely dissatisfied with the results, subject to internal review and evidence requirements.
Products purchased during promotional campaigns, bundled offers, or sale-specific events (e.g., Buy One Get One, seasonal sales, limited-time offers) are not eligible for refund under the 30-day money-back policy. However, defective or damaged items will be eligible for replacement or store credit in accordance with Clause 5.
Products shipped internationally are not eligible for return, replacement, or refund, except where mandated by applicable foreign laws governing cross-border consumer transactions.
NON-RETURNABLE CATEGORIES
The following categories are not eligible for return or refund:
Products returned without original packaging, labels, accessories, or if the packaging is tampered with;
Products damaged due to misuse, mishandling, or improper storage by the Customer;
Products with tampered serial numbers or authentication labels;
Products purchased more than thirty (30) days prior to the return request;
Free items, complimentary gifts, or promotional merchandise;
Any product expressly marked as non-returnable at the time of purchase.
Items purchased from third-party marketplaces, unauthorised sellers, or offline stores are not covered by this Policy. Customers must contact the respective seller for support.
RETURN REQUEST PROCEDURE
To initiate a return, replacement, or refund, the Customer must submit a request through the following authorised modes:
Return/Refund Request Form: https://forms.gle/N9TCwgP7qhi3GurF6
Email: care@decodeage.com
Customer Support Number: +91 79 6946 9000
The Customer must provide:
Order ID
Registered contact details
Detailed description of the issue
Clear photographs/videos evidencing defect, damage, or incorrect product (where applicable)
Decode Age reserves the right to request additional documentation before approving the return.
ASSESSMENT & APPROVAL OF RETURNS
Upon receiving a return request, Decode Age will assess the claim, evaluate the evidence, and determine eligibility in accordance with this Policy.
If the return is approved:
A pickup will be scheduled by our logistics partner;
The Customer must hand over the product in its original packaging;
Products must pass quality inspection upon arrival at our warehouse.
Decode Age may reject a return if:
The product received does not meet eligibility conditions;
The product sent back is different from what was originally shipped;
There is evidence of use, tampering, damage, or misuse.
REFUNDS, STORE CREDIT & REPLACEMENTS
If approved, refunds shall be processed only to the original payment method used at checkout for prepaid transactions.
In certain, cases including dissatisfaction with results or return of promotional items, Decode Age may issue store credit instead of a monetary refund. Store credit is non-transferable and valid only for future purchases on the Platform.
Cash on Delivery orders are not eligible for direct refunds. In cases permitted under this Policy, the refund (if applicable) will be issued only via store credit or bank transfer based on customer submission of valid banking details.
Refunds and credits will be processed within 2-3 working days after the returned product successfully passes warehouse verification. Bank processing timelines may extend the reflection period by an additional 7-10 working days.
During any sale events, promotional campaigns, festive periods, or other high-volume operational periods, timelines for pickup, inspection, replacement, issuance of store credit, or processing of refunds may be extended beyond standard timelines due to logistical or operational constraints. Decode Age shall make reasonable efforts to process such requests at the earliest practicable opportunity. Furthermore, Decode Age shall not be liable to pay any monetary compensation/ loss for any such delays during this period.
Replacements shall be provided subject to stock availability. If replacement stock is unavailable, a refund or store credit will be issued as applicable.
PRODUCTS RECEIVED DAMAGED, DEFECTIVE, OR INCORRECT
If a Customer receives a product that is damaged, defective, expired, or incorrect, they must notify Decode Age within 30 days of delivery with supporting evidence.
Decode Age may request the Customer to retain the packaging until investigation is completed.
If verified, Decode Age will arrange for:
Replacement of the product (preferred), or
Store credit; or
Refund (for prepaid orders)
As deemed appropriate under this Policy.
FREE GIFTS, BUNDLES, AND PROMOTIONAL OFFERS
Products purchased as part of a bundle, combo, BOGO offer, promotional set, or any other offer must be returned in full. Partial returns for bundled offers are not permitted.
If a return is approved for an order containing a free gift, the free gift must also be returned unused and unopened. Failure to return the gift may result in deduction of its value from the refund amount.
CANCELLATIONS
Orders may be cancelled before dispatch by contacting Customer Care. Once dispatched, cancellations are no longer possible and the order must follow the return process under this Policy.
Refunds for cancelled orders (pre-dispatch) will be initiated within 24-48 working hours.
CUSTOMER SUPPORT
For queries regarding returns, refunds, replacements, or cancellations, Customers may contact:
Customer Care – Decode Age
Phone: +91 79 6946 9000
Email: care@decodeage.com
Working Hours: 10am - 6pm
