Last Updated: [04/01/2026]
At Gurukripa Namkeen, we take great pride in the quality and freshness of our snacks. Since our products are perishable food items, we have a strict policy regarding returns and refunds to ensure hygiene and safety for all our customers.
1. No-Return Policy (Perishable Goods)
- Food Category: As per industry standards and health regulations, we do not accept returns on food items once they have been delivered.
- Taste Preference: We do not offer refunds or replacements based on personal taste preferences (e.g., if a customer finds the snack too spicy or not spicy enough).
2. Processing Time
We will only offer a refund or a free replacement in the following specific cases:
- Damaged in Transit: If the outer packaging or the product seal is broken/tampered with upon arrival.
- Wrong Item Delivered: If the items you received do not match your order invoice.
- Expired Product: If the product delivered is past its "Best Before" date at the time of delivery.
- Missing Items: If an item from your paid order is missing in the package.
3. Mandatory Reporting Window (24 Hours)
- Any issue regarding damage, missing items, or wrong products must be reported to us within 24 hours of the delivery time.
- Complaints raised after 24 hours will not be eligible for a refund or replacement.
4. Mandatory Proof: The Unboxing Video
To prevent fraud and ensure a smooth resolution, we require the following:
- Unboxing Video: A clear, uncut video of the package being opened for the first time, showing the shipping label and the condition of the products inside.
- Photos: High-resolution photos of the damaged area or the wrong product received.
- Invoice: A copy or photo of the physical invoice found inside the box.
- Requests without an unboxing video will be rejected as we cannot verify the state of the product prior to opening.
5. Order Cancellation
- Before Dispatch: You can cancel your order within 2 hours of placement for a full refund.
- After Dispatch: Once an order is handed over to our courier partner, it cannot be cancelled or refunded.
6. Refund Process
- Approval: Once your claim is verified, we will notify you of the approval or rejection of your refund.
- Method: Approved refunds will be processed automatically to your original method of payment.
- Timeline: It usually takes 5–7 business days for the amount to reflect in your bank account, depending on your bank’s processing time.
7. Non-Refundable Scenarios
Refunds will not be issued in the following cases:
- Incorrect Address: If the delivery fails because you provided an incorrect or incomplete shipping address.
- Unsuccessful Delivery: If the courier makes 3 attempts and you are unavailable or your phone is unreachable.
- Refusal to Accept: If you refuse to accept the delivery at your doorstep for reasons other than damage.
- Minor Breakage: For crispy snacks (like Sev or Papdi), minor breakage during transit is normal and does not affect the quality or taste.
8. How to Raise a Claim. How to Raise a Claim
To start a claim, please contact our support team with your Order ID and Unboxing Video:
- WhatsApp: [Insert Number]
- Email: [Insert Email]
- Subject Line: Refund Request - Order #[Your Order Number]