Frequently Asked Questions

Registration

Are there any charges for registration?

No. Registration on bigbasket.com is absolutely free.

Can I have multiple registrations?

Each email address and contact phone number can only be associated with one thenatures account.

Can I have multiple accounts with same mobile number and email id?

Each email address and phone number can be associated with one thenatures account only.

Account Related

What is My Account?

My Account is the section you reach after you log in at thenatures.com. My Account allows you to track your active orders, credit note details as well as see your order history and update your contact details.

What is My Shopping List?

My Shopping List is a comprehensive list of all the items previously ordered by you on thenatures.in. This enables you to shop quickly and easily in future.

How do I reset my password?

You need to enter your email address on the Login page and click on forgot password. An email with a reset password will be sent to your email address. With this, you can change your password. In case of any further issues please contact our customer support team.

Payment

What are the modes of payment?

You can pay for your order on bigbasket.com using the following modes of payment:a. Cash on deliveryb. Credit and debit cards (VISA / Mastercard / Rupay)c. Sodexo passes on delivery (only for food items).

Is it safe to use my credit/ debit card on thenatures?

Yes it is absolutely safe to use your card on thenatures.in. A recent directive from RBI makes it mandatory to have an additional authentication pass code verified by VISA (VBV) or MSC (Master Secure Code) which has to be entered by online shoppers while paying online using visa or master credit card. It means extra security for customers, thus making online shopping safer.

Are there any other charges or taxes in addition to the price shown? Is VAT added to the invoice?

There is no VAT. However, GST will be applicable as per Government Regulizations..

If I pay by credit card how do I get the amount back for items not delivered?

If we are not able to delivery all the products in your order and you have already paid for them online, the balance amount will be refunded to your thenatures account as store credit and you can use it at any time against your future orders. Should you want it to be credited to your bank account please contact our customer support team and we will refund it back on to your card.

Delivery Related

When will I receive my order?

Once you are done selecting your products and click on checkout you will be prompted to select delivery slot. Your order will be delivered to you on the day and slot selected by you. If we are unable to deliver the order during the specified time duration (this sometimes happens due to unforeseen situations) we will credit 5% of your order value to your thenatures account.

What are the delivery charges for orders from the Online Shop?
City Order type Order value Delivery Charge Mumbai All (Express, Slotted Delivery, Specialty Stores) < Rs. 600/- Rs. 50/- Rs. 600 – Rs. 1199 Rs. 35/- Rs. 1200 and above Free

Order Related

What are delivery slots?

Delivery slots are time slots during which you will receive your order. bigbasket currently offers 4 delivery slots each day. These are:

Mumbai:

Slot 1 – 7:00 AM to 9:30 AM

Slot 2 – 10:00 AM to 12:00 pm

Slot 3 – 5:00 pm to 8: 30 pm

Slot 4 – 8:00 pm to 10:30 pm

How do I add or remove products after placing my order?

Once you have placed your order you will not be able to make modifications on the website. Please contact our customer support team for any modification of order.

Is it possible to order an item which is out of stock?

No you can only order products which are in stock. We try to ensure availability of all products on our website however due to supply chain issues sometimes this is not possible.

How do I check the current status of my order?

The only way you can check the status of your order is by contacting our customer support team.

Customer Related

How do I contact customer service?

Our customer service team is available throughout the week, all seven days from 7 am to 10 pm. They can be reached at
+91 – 8104822302 or via email at customerservice@thenatures.in

What are your timings to contact customer service?

Our customer service team is available throughout the week, all seven days from 7 am to 10 pm.

How do I raise a claim with customer service for any of the Guarantees – Delivery Guarantee, Quality Guarantee?

If you face any issues with price, quality or delivery of products we will take every measure to address the issue and make it up to you. Please contact our customer support team with details or your order as well as the issue you faced.

Return & Refund

Return – Refund

We have a “no questions asked return and refund policy” which entitles all our members to return the product at the time of delivery if due to some reason they are not satisfied with the quality or freshness of the product. We will take the returned product back with us and issue a credit note for the value of the return products which will be credited to your account on the Site. This can be used to pay your subsequent shopping bills.

Return Policy – Time Limits:
1. Perishable goods: Within 48 hours from the delivery date
2. Other goods : Within 7 days from the delivery date.

Others

Do you have offline stores?

No we are a purely internet based company and do not have any brick and mortar stores.

What do I do if an item is defective (broken, leaking, expired)?

We have a no questions asked return policy. In case you are not satisfied with a product received you can return it to the delivery personnel at time of delivery or you can contact our customer support team and we will do the needful..

I’d like to suggest some products. Who do I contact?

If you are unable to find a product or brand that you would like to shop for, please write to us at customerservice@thenatures.in and we will try our best to make the product available to you.