Somu Halwai — Refund & Return Policy
Last updated: 30 September 2026
Refund & Return Policy
At Somu Halwai, we take great care to ensure that your products are properly packed and delivered in good condition. As our products primarily include food and consumable products, returns are generally not accepted once an order has been delivered, for reasons relating to food safety and hygiene.
However, if you receive a product that is damaged, leaking, incorrect, missing, expired, tampered with, or affected by a genuine manufacturing or packaging defect, you may contact us and request a resolution.
All requests are reviewed based on the circumstances and supporting information provided.
1. Returns
Due to the nature of our food and consumable products, change-of-mind returns are generally not accepted after delivery.
We may consider a replacement or refund where the product received is:
Damaged during transportation
Leaking
Incorrect product
Missing from the order
Expired at the time of delivery
Tampered with
Defective due to a manufacturing or packaging issue
Significantly different from the product ordered
Otherwise affected by a verified fulfilment or product-quality issue
Any resolution will be subject to verification and applicable consumer laws.
2. How to Report a Damaged or Incorrect Product
Please contact Somu Halwai as soon as possible after delivery, preferably within 48 hours of receiving the order, so that we can investigate the issue promptly.
Please provide:
Order ID
Customer name
Product name
Description of the issue
Photographs of the product
Photographs of the outer packaging
Photograph of the shipping label
Photograph/video showing the damage or leakage, where applicable
Complete, unedited unboxing video, where available
For claims involving damage, leakage, missing items or an incorrect product, an unboxing video may be requested as supporting evidence.
Important
Please do not discard the product, packaging or shipping material until your complaint has been reviewed. We may require these materials for verification with our logistics or fulfilment partners.
3. Reporting Time
We request that product-related concerns be reported within 48 hours of delivery wherever possible.
Reports made after this period may require additional verification and may not be eligible for a replacement or refund where the condition of the product cannot reasonably be established.
This time period does not limit any rights or remedies available to consumers under applicable law.
4. Verification Process
Once we receive your request, our team may review:
Order details
Product and batch information
Photographs/videos provided
Packaging and shipping condition
Delivery information
Product availability
The nature of the reported issue
Where necessary, we may request additional information or evidence before approving a replacement or refund.
5. Approved Resolution
After verification, Somu Halwai may provide an appropriate resolution, which may include:
Replacement of the affected product
Refund of the affected product
Store credit, where appropriate and legally permissible
Another suitable resolution based on the circumstances
For a multi-product order, only the affected product(s) may be considered where the issue relates specifically to those products.
6. Refunds
Refunds may be considered for verified situations including:
Order cancellation accepted before dispatch
Damaged product
Leaking product
Incorrect product
Missing product
Expired product
Verified manufacturing defect
Verified packaging defect
Other circumstances where a refund is required under applicable law
The refund amount will depend on the nature of the issue and the applicable resolution.
Where only one product in an order is affected, the refund may be limited to the affected product or applicable amount.
7. Refund Method
For prepaid orders, approved refunds will generally be processed to the original payment method, subject to the payment gateway/banking system and applicable rules.
The actual time taken for the amount to appear in the customer's account may depend on the payment provider or bank.
For Cash on Delivery orders, the refund method will be communicated to the customer and may require suitable bank-account/UPI/payment details for processing.
We do not recommend writing "COD refunds are always issued only as gift cards" unless that is genuinely your operational process and has been legally reviewed.
8. Refund Processing Time
Once a refund has been approved, Somu Halwai will initiate the refund within the applicable processing period.
Depending on the payment method and payment provider, it may take additional time for the refund to reflect in the customer's bank account, card, UPI account or other payment instrument.
If a refund has been initiated but has not been received within the expected period, customers may contact us with their:
Order ID
Refund reference number, if provided
Payment details relevant to the transaction
9. Replacement
Where a replacement is approved, we will arrange dispatch of the replacement product subject to:
Product availability
Delivery serviceability
Verification of the reported issue
The estimated replacement delivery time may vary depending on the customer's location and logistics service.
10. Cancellation Before Dispatch
Customers may request cancellation of an order before the order is dispatched.
If the cancellation request is accepted before dispatch, the applicable refund will be processed according to the original payment method and applicable payment/refund procedures.
Once an order has been dispatched, cancellation may no longer be possible. In such cases, the customer should contact us and we will review the request according to the order status and applicable policy.
We will not impose a cancellation charge on a consumer where doing so would be inconsistent with applicable law. The Consumer Protection (E-Commerce) Rules specifically address cancellation charges imposed on consumers.
11. Products That Are Generally Not Eligible for Return
The following situations generally do not qualify for a return or refund:
Change of mind after delivery
Personal taste or flavour preference
Preference for a different aroma or consistency
Product being different from what the customer expected despite matching the product description
Normal variation in colour, aroma, texture or consistency associated with natural food products
Product damage caused by improper storage after delivery
Product that has been substantially consumed before the issue is reported
Product intentionally damaged after delivery
Claims where sufficient information cannot reasonably establish the reported issue
However, each complaint will be considered based on its individual circumstances and applicable consumer rights.
12. Natural Variation in Food Products
Our products may be made from natural agricultural ingredients.
As a result, minor batch-to-batch variations in colour, aroma, flavour, texture or consistency may occur.
Such natural variations do not automatically indicate that a product is defective or adulterated.
For example, the colour or aroma of a cold-pressed oil may vary slightly between batches depending on factors such as raw-material characteristics and processing conditions.
However, if you believe that the product is spoiled, contaminated, damaged, leaking, adulterated, tampered with or otherwise unsafe, please contact us immediately rather than consuming the product.
13. Food Safety Complaints
If you believe that a product has a food-safety issue, please:
Do not consume the product further.
Keep the:
Product
Bottle/container
Outer packaging
Batch/lot information
Invoice/order information
available for investigation.
Please contact Somu Halwai as soon as possible with photographs and details of the concern.
We may request the product/batch information to investigate the matter with our manufacturing, quality-control or logistics partners.
14. Missing Products
If an item appears to be missing from your delivered order, please contact us with:
Order ID
Photograph of the delivered package
Shipping label
Contents received
Unboxing video, if available
We will verify the order and dispatch information before determining the appropriate resolution.
15. Incorrect Product
If you receive a product different from the product ordered, please contact us with:
Order ID
Photograph of the product received
Photograph of the shipping label
Photograph of the product packaging
After verification, we may arrange a replacement or refund for the affected product, as appropriate.
16. Damaged or Leaking Product
If your package arrives damaged or the product is leaking:
Take photographs before opening/disposing of the packaging.
Take photographs of the shipping label.
Record an unboxing video where possible.
Do not consume the affected product.
Contact Somu Halwai as soon as possible.
The claim may be reviewed with our logistics partner where appropriate.
17. Refunds for Promotional Offers
If an order was placed using a:
Discount code
Promotional offer
Bundle offer
Free-product offer
Other promotional benefit
the refund or replacement calculation may take the terms of that promotion into account.
Any applicable promotional terms will be communicated at the time of the offer.
18. Shipping Charges
Where a refund is approved because of a verified issue attributable to Somu Halwai, such as an incorrect, damaged or defective product, the applicable refund may include the relevant amount paid for the affected product and eligible delivery charges, subject to the circumstances and applicable law.
For voluntary cancellation or other non-defect-related situations, shipping charges may not be refundable where the order has already been processed or dispatched.
19. Fraudulent or Misuse of Refund Requests
Somu Halwai reserves the right to investigate unusual, repeated or potentially fraudulent refund/replacement requests.
Where there is reasonable evidence of misuse, false claims, intentional product damage or fraudulent activity, the request may be declined, subject to applicable law.
20. Grievance Redressal
If you have a concern regarding an order, refund, replacement or product quality, please contact our customer support/grievance team.
Somu Halwai
Website: www.somuhalwai.com
Email: namaste@somuhalwai.com
Phone/WhatsApp: 9982199001
Address: [INSERT OFFICIAL BUSINESS ADDRESS]
We will acknowledge and address customer complaints in accordance with applicable law. Indian e-commerce rules require an e-commerce entity to have a grievance mechanism, acknowledge consumer complaints within 48 hours, and redress them within one month from receipt.