Refund policy

Here is a more legally detailed and structured Return & Refund Policy suitable for a Terms & Conditions page for an online Indian snacks business:

This Return, Refund & Replacement Policy forms an integral part of the Terms & Conditions of Mittai & Karam. By placing an order on our website, you agree to be bound by this Policy.

Nature of Products

All products sold on our website are:

  1. Freshly prepared food items
  2. Made using natural ingredients
  3. Free from artificial preservatives (unless otherwise stated)
  4. Perishable in nature
  5. Produced in small batches
  6. Subject to short shelf lives

Due to the perishable nature of these products, returns are strictly limited as set forth below.

Non-Returnable Items

In accordance with applicable food safety regulations and hygiene standards, all food products sold by us are non-returnable and non-refundable, except in cases expressly provided under Clause 3 of this Policy.

We do not accept returns or provide refunds for:

  1. Change of mind
  2. Personal taste preferences
  3. Delayed consumption
  4. Improper storage after delivery
  5. Minor breakage of fragile snacks where packaging remains sealed and intact
  6. Requests raised after the reporting timeline specified below

Eligible Grounds for Replacement or Refund

A replacement or refund may be considered only under the following circumstances:

  1. The product is delivered in a physically damaged condition due to transit.
  2. The package seal is broken or tampered with at the time of delivery.
  3. The airtight packaging is puffed, bloated, or compromised, indicating potential spoilage.

No other grounds shall qualify for return, refund, or replacement.

Mandatory Reporting Timeline

Any claim for damage, tampering, or packaging defect must be reported within 24 (twenty-four) hours of delivery.

Failure to notify us within this period shall be deemed as acceptance of the order in good condition.

Claims must be submitted via email to: feedback@thambivilas.in
Subject Line: “Order Issue – [Order Number]"

The claim must include:

  1. Order number
  2. Clear photographs of:
    • Outer shipping package
    • Shipping label
    • Inner product packaging
    • Visible damage, broken seal, or puffed pack
  3. Unboxing video (mandatory for damage claims)

We reserve the right to reject claims that do not include sufficient supporting evidence.

Verification & Approval Process

Upon receipt of your claim:

  1. Our quality team will review the submitted evidence.
  2. We may request additional documentation if required.
  3. A decision will be communicated within 1–2 business days.

The Company’s decision regarding eligibility shall be final and binding.

Refund & Replacement Terms

If a claim is approved, we may, at our sole discretion:

  1. Issue a replacement product; or
  2. Process a refund to the original mode of payment.

Refunds, if approved, will be processed within 5–7 business days from the date of approval. Timelines for credit reflection may vary depending on the payment provider.

Shipping charges are non-refundable unless the claim is approved due to verified transit damage.

No Reverse Pickup for Perishable Goods

Due to food safety regulations, we do not arrange reverse pickups for perishable food products. Customers are advised to safely dispose of approved damaged goods after confirmation from our support team.

Limitation of Liability

To the maximum extent permitted under applicable law:

  1. Our liability shall be limited to the purchase value of the affected product.
  2. We shall not be liable for indirect, incidental, or consequential damages arising from consumption, delay, or dissatisfaction.
  3. We are not responsible for damage resulting from incorrect storage after delivery.

Force Majeure

We shall not be liable for delays or damage caused by circumstances beyond our reasonable control, including but not limited to courier delays, natural events, strikes, or transportation disruptions.

Grievance Redressal Mechanism

In accordance with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020, the details of the Grievance Officer are as follows:

Name: Bharathi Selvam Perumal
Designation: Grievance Officer
Email: feedback@thambivilas.in
Contact Number: [Phone Number]
Address: [Registered Office Address]

The Grievance Officer shall acknowledge complaints within 48 hours and resolve them within one month from the date of receipt.