Aathi's Snaacks

1. Overview

At Aathi's Snaacks, we take great pride in our handcrafted products and want every customer to be completely satisfied. This policy outlines the circumstances under which we accept cancellations and process refunds.

As our products are perishable food items made fresh in small batches, we are unable to accept returns in the same manner as non-food products. However, we are fully committed to resolving any issues fairly and promptly.

2. Order Cancellations

2.1 Cancellation Before Dispatch

To cancel before dispatch:

• Contact us immediately on WhatsApp at +91 9342953995 or email support@aathissnaacks.com
• Provide your Order ID and reason for cancellation
• We will confirm the cancellation and initiate a full refund

Most orders are dispatched within 1–2 working days of payment confirmation. Please cancel as early as possible to ensure we can stop the shipment.

2.2 Cancellation After Dispatch

Once an order has been handed over to our courier partner, we are unable to recall it. In such cases:

• You must accept the delivery
• If the product arrives damaged or incorrect, please refer to Section 3 below for refund eligibility
• Refusing delivery without a valid reason will result in re-delivery charges and will not automatically qualify for a refund

2.3 Cancellation by Aathi's Snaacks

We reserve the right to cancel an order in the following circumstances:

• Payment not verified within 24 hours of order placement
• Ordered product is out of stock or unavailable
• Delivery to the specified address is not feasible
• Fraudulent or suspicious order activity

In any such case, we will notify you promptly and issue a full refund if payment was already made.

3. Eligibility for Refunds

Refunds will be considered in the following situations. Please contact us within the specified timeframe with photographic evidence where required.

4. Non-Refundable Cases

• Change of mind after the order is dispatched
• Minor taste or texture variations — As all our products are handmade in small batches, natural variations in colour, shape, crunch, and sweetness are inherent and expected. These are not defects.
• Damage due to improper storage after delivery — We are not responsible for product quality loss if it is not stored as per instructions on the packaging
• Consumption of the product before raising a complaint — Partly consumed products are not eligible for refund unless a clear quality issue was present
• Delayed delivery due to courier issues — While we will assist in tracking, we cannot guarantee courier timelines, especially during peak seasons or natural calamities
• Incorrect address provided by customer resulting in non-delivery or re-delivery charges
• Refusal to accept delivery without a valid quality or safety reason
• Complaints raised after 48 hours of delivery for quality or damage issues (except for non-delivery cases)

5. How to Request a Refund

To initiate a refund, follow these steps:

1. Contact us within the eligible timeframe. Reach us on WhatsApp at +91 9342953995 or email support@aathissnaacks.com. Do not delay — complaints raised after 48 hours of delivery may not be accepted.
2. Provide your Order ID. This is the order reference number you received when your order was placed (found in your order confirmation).
3. Describe the issue clearly. Explain what went wrong — damaged packaging, wrong product, quality issue, etc.
4. Share photographs. For quality, damage, or wrong-product claims, clear photographs of the product, packaging, and the label are required. Without photos, we may not be able to process your refund.
5. Wait for our review. We will review your complaint and respond within 48 hours with a decision. We may ask follow-up questions if needed.
6. Refund confirmation. Once approved, we will confirm the refund amount and process it to your UPI account within 5–7 working days.

6. Refund Process and Timeline

6.1 Refund Method

All refunds are processed to the UPI account from which the original payment was made. We do not issue refunds via cash, cheque, or any other payment method. If you paid via a specific UPI app (e.g., GPay, PhonePe, Paytm), the refund will be credited to the same account.

6.2 Refund Timeline

Refund timelines may vary based on your bank's processing time. UPI refunds typically reflect within 3–5 working days of initiation, but some banks may take up to 7 working days.

6.3 Refund Confirmation

We will notify you via WhatsApp or email when the refund is initiated, along with a reference number if available. Please check your UPI app or bank statement. If you do not receive the refund within 10 working days of our confirmation, contact us immediately with the refund reference number.

7. Replacement Policy

In many cases, we may offer a replacement instead of a refund — particularly for damaged or wrong-product deliveries. Replacements are:

• Dispatched within 2–3 working days of complaint approval
• Sent at no additional cost to the customer
• Subject to product availability

If a replacement is not available or preferred, a full refund will be issued instead.

8. Undelivered Orders

8.1 Order Not Received

If you have not received your order within the expected delivery window (7 working days for most locations), please contact us with your Order ID. We will:

1. Verify the dispatch status with our courier partner
2. Initiate a trace request with the courier
3. Provide you with an update within 48 hours

If the courier confirms that the package is lost or undeliverable and it has been more than 15 working days since dispatch, we will issue a full refund or resend the order.

8.2 Returned to Sender

If your order is returned to us due to:

• Incorrect or incomplete address provided by you
• Multiple failed delivery attempts due to your unavailability
• Refusal to accept delivery

In such cases, re-delivery charges will apply. If re-delivery is not possible or desired, a partial refund (order value minus shipping charges) will be issued. Note: perishable items returned to us cannot be reshipped and may not be eligible for a refund.

9. Failed or Duplicate Payments

9.1 Payment Deducted but Order Not Confirmed

If your UPI payment was deducted but your order was not confirmed on our end, please:

1. Note your UPI transaction reference number (UTR number) from your UPI app
2. Contact us on WhatsApp at +91 9342953995 within 48 hours
3. Share your name, phone number, UTR number, and amount deducted

We will verify the transaction and either confirm your order or issue a full refund within 5 working days. Most UPI payment failures where money is deducted are auto-reversed by your bank within 5–7 working days.

9.2 Duplicate Payment

If you have accidentally paid twice for the same order, contact us immediately with both transaction reference numbers. We will verify and refund the duplicate payment within 5 working days.

10. Dispute Resolution

We are committed to resolving all complaints fairly and amicably. If you are not satisfied with our response:

Step 1 — Contact Our Grievance Officer

Step 2 — Escalate to Consumer Forum

If unresolved within 30 days, you may escalate to:

• National Consumer Helpline: Call 1800-11-4000 (toll-free, Mon–Sat, 9:30 AM – 5:30 PM)
• Online Consumer Portal: consumerhelpline.gov.in
• E-Daakhil (Consumer Forum Online): edaakhil.nic.in

Step 3 — Jurisdiction

Any unresolved disputes are subject to the exclusive jurisdiction of the Consumer Disputes Redressal Forum in Thoothukudi, Tamil Nadu, India, in accordance with the Consumer Protection Act, 2019.