1. Introduction

This Return, Refund & Cancellation Policy is issued by SHUBHSANKET E-COMMERCE PRIVATE LIMITED, operating under the brand name SHUBH SANKET (“Company”, “we”, “us”, or “our”).

We sell food and spice products, including packaged masalas and related products as offered on our website. Please check the product description, quantity, packaging details, and other information on the product page before placing an order.

Nothing in this policy is intended to take away any consumer right or remedy that cannot legally be excluded or restricted under applicable law.

2. Return Eligibility

Because our products include food items, returns are assessed with particular care to protect food safety and hygiene. Depending on the circumstances, an order may qualify for a refund, replacement, or another appropriate resolution if:

• The product received is damaged or defective.
• The wrong product or quantity was delivered.
• A product is missing from the delivered order.
• The product is expired when delivered.
• The package is materially tampered with or compromised on arrival.
• The product materially differs from its description or the order confirmation.
• A payment was collected but the order was not successfully created or fulfilled.
• Another remedy is required under applicable law.

For visible damage, incorrect products, or missing items, please contact us as soon as reasonably possible after delivery, preferably within 48 hours, so that we can investigate promptly. This requested reporting period is for efficient investigation and does not limit any mandatory statutory rights.

3. Returns of Food and Spice Products

For health, hygiene, and food-safety reasons, we generally cannot accept a change-of-mind return of food products once the seal has been opened or the product has been used, unless a return or other remedy is required by applicable law or the product is faulty, unsafe, expired, incorrect, or otherwise eligible under this policy.

If a sealed product is eligible for return, please contact us before sending it back. We will provide instructions where a physical return is appropriate.

• Do not consume a product that appears spoiled, contaminated, tampered with, or unsafe.
• Keep the product, packaging, batch details, and expiry information available until the complaint is resolved.
• Do not send food products back without contacting our support team first.
• We may arrange a refund, replacement, collection, or another suitable resolution depending on the circumstances.

4. Damaged, Defective, Expired, or Incorrect Orders

If your order arrives damaged, defective, expired, tampered with, or different from what you ordered, please notify us. We will review the information and determine an appropriate resolution in accordance with applicable law.

Damaged packaging or products

Please retain the outer shipping package and product packaging if possible. Photographs of the damage can help us assess the issue and coordinate with the delivery partner where necessary.

Wrong product or quantity

Provide your order number and a clear photograph of the product and shipping label. We will verify the order and advise you whether a replacement, refund, or another remedy is appropriate.

Expired or potentially unsafe product

Share photographs showing the product label, batch or lot number, and expiry or best-before information where available. Do not consume the product if you have concerns about its safety.

Missing items

Contact us with your order number, the items received, and the item you believe is missing. We will check the order and dispatch records before resolving the issue.

5. How to Request a Return or Refund

To report a problem with an order, follow these steps:

1. Email shubhsanketpvtltd@gmail.com with the subject line “Return / Refund Request”.
2. Provide your order number and the name used when placing the order.
3. Explain the issue, including whether the product is damaged, incorrect, expired, missing, or undelivered.
4. Attach clear photographs or other relevant supporting information, where available.
5. Wait for our response and follow the instructions provided by our support team.

Please do not send products to our registered office unless our team has specifically instructed you to do so.

6. Supporting Evidence and Verification

To assess a claim fairly and efficiently, we may request reasonable information relevant to the issue, such as:

• Order number and order confirmation.
• Photographs of the item and its packaging.
• Photographs of damage, seals, batch details, or expiry dates.
• Delivery status or shipment information.
• Payment transaction reference, if the issue concerns payment.

Please do not send your full card number, card security code, UPI PIN, banking password, or one-time authentication code. We will not need these secrets to investigate a normal refund request.

We may verify a claim with the relevant payment provider, delivery partner, or other service provider when reasonably necessary. We will assess requests on their facts and will not reject a valid statutory claim solely because a particular photograph or document is unavailable.

7. Order Cancellation Policy

If you need to cancel an order, contact us as soon as possible using the email address listed in this policy. Cancellation may be possible if the order has not yet been processed, packed, dispatched, or handed over to the delivery partner.

• Before dispatch: We will review your request and confirm whether the order can be cancelled.
• After dispatch: Cancellation may no longer be possible. Contact us so that we can explain the available options.
• Already delivered: The matter will be assessed under the return and refund provisions of this policy and applicable law.

If a cancellation is accepted and a payment has already been collected, any applicable refund will be initiated using the process described below.

We may cancel an order if a product is unavailable, a material listing or pricing error occurs, delivery cannot reasonably be completed, payment verification fails, or suspected fraud or another legitimate issue arises. Where payment has been collected, we will process any refund due in accordance with applicable law.

8. Refund Eligibility

A refund may be available, as appropriate to the circumstances, where:

• An eligible order is cancelled and payment has been collected.
• A product is confirmed to be damaged, defective, expired, or incorrect.
• An item paid for was not supplied and a refund is the appropriate resolution.
• An order cannot be fulfilled by us after payment.
• A duplicate payment is confirmed.
• A payment is collected for an order that was not successfully created or confirmed.
• A refund or other remedy is required by applicable law.

Depending on the facts, we may offer a replacement, resend a missing item, or provide a refund. Any proposed resolution remains subject to applicable consumer rights and legal requirements.

We will not use this policy to deny a remedy that is legally due merely because an order has been delivered or because the product belongs to a food category.

9. Refund Process and Timeline

Once a refund is approved, we will initiate it through the applicable payment provider or payment channel, as appropriate.

The time it takes for the refunded amount to appear in your account can depend on your bank, card issuer, UPI provider, payment gateway, and the original payment method.

As a general service target, we aim to initiate approved refunds within 5–7 business days after approval, where reasonably possible. This is an operational target, not a guarantee of the date funds will appear in your account. Mandatory legal timelines, where applicable, take precedence.

If your refund has been initiated but is not visible after the expected processing period, contact us with your order number and refund reference, if available. We may also ask you to check with your bank or payment provider.

10. Refund Method

Wherever possible, refunds will be made to the original payment method used for the transaction. This helps maintain transaction traceability and reduces the risk of unauthorised refunds.

• Card payments are generally refunded through the relevant payment channel to the original card or account.
• UPI payments are generally refunded through the applicable payment channel to the original payment source, subject to provider procedures.
• Net banking and other supported payments are handled through the relevant provider's refund process.
• If the original payment method is no longer available or a different method is necessary, we may contact you to agree on an appropriate lawful alternative.

We will never require your UPI PIN, card PIN, banking password, or one-time authentication code to process a refund.

11. Replacement Orders

Where a replacement is appropriate and the product is available, we may arrange a replacement for a damaged, defective, expired, or incorrectly supplied product.

We will explain any necessary collection or delivery arrangements. If a replacement is unavailable, unsuitable, or not an appropriate remedy, we will consider a refund or another resolution in accordance with applicable law.

Please retain the product and packaging until our team has provided instructions. Do not return food products without first contacting us.

12. Shipping and Delivery Charges

Shipping charges, if any, will be shown during checkout or communicated before the order is placed.

Where a refund is due because an order cannot be fulfilled, an incorrect item was supplied, a product is defective, or another issue requires a remedy, shipping charges will be handled in accordance with applicable law and the circumstances of the order.

For a voluntary cancellation or change-of-mind request that is permitted, any treatment of shipping charges will be communicated when the request is reviewed, subject to applicable legal requirements.

We will not impose a charge or deduction where doing so would violate applicable law.

13. Failed, Pending, or Duplicate Payments

Sometimes a payment may show as debited by your bank even though the order confirmation has not appeared. This can occur because of delays between the bank, payment gateway, and website.

• Check your order history or confirmation email, if available.
• Keep the transaction reference or payment confirmation.
• Contact us if the order is not confirmed or if you believe you were charged more than once.
• Do not share your PIN, password, or one-time authentication code.

We will review the transaction with the relevant payment provider. If a duplicate or unsuccessful transaction is confirmed as refundable, we will arrange the appropriate resolution in line with the provider's process and applicable requirements.

14. Non-Returnable Situations

Subject to mandatory consumer rights and other applicable law, a return or refund may not ordinarily be available for:

• A change-of-mind request for a correctly supplied food product, particularly after its seal has been opened or the product has been used.
• A product that has been improperly stored, handled, or damaged after delivery by the customer, where this caused the problem.
• A claim involving a product that has been consumed or disposed of where there is insufficient information to reasonably assess the issue, subject always to applicable law.
• A request for a refund solely because personal taste or preference differs from expectations, where the product was correctly described and supplied and is not defective.

These exclusions do not apply where the product is faulty, unsafe, expired, misdescribed, incorrectly supplied, or where a refund, return, replacement, or other remedy is required by applicable law.

15. Delivery Issues and Undelivered Orders

If tracking indicates that an order has been delivered but you have not received it, please contact us promptly with your order number. We may check the delivery record with the relevant logistics provider.

If an order is delayed, returned to sender, lost in transit, or otherwise not delivered, we will review the situation and provide an appropriate update or resolution in accordance with applicable law and the circumstances.

If a delivery attempt fails because the address or contact information supplied was incorrect or the recipient was unavailable, we may coordinate a further attempt where available. Any additional charges will be communicated in advance and will be subject to applicable law.

16. Your Consumer Rights

This policy is intended to explain our normal return, refund, and cancellation process. It does not exclude or limit any rights or remedies available to you under applicable Indian consumer protection, e-commerce, food safety, or other laws.

If a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

We aim to handle complaints fairly and transparently and to communicate the outcome of each request clearly.

17. Contact Us

For return, refund, cancellation, payment, or delivery-related enquiries, contact us using the details below.