Return, Replacement & Refund Policy

At Satviqly Foods, we are committed to delivering high-quality sweetening ingredients and products to our customers. Since our products are food and consumable items, we follow a limited return, replacement, and refund policy to maintain product safety, hygiene, and quality standards.

We do not accept general returns of consumable products. However, genuine concerns relating to damaged, defective, incorrect, missing, tampered, expired, or unusable products will be reviewed fairly by our team.

1. Returns & Replacements

Due to the consumable nature of our products, we do not accept returns for:

• Change of mind after placing an order
• Personal taste or sweetness preferences
• Incorrect product selection by the customer
• Incorrect quantity ordered by the customer

However, we will assist you in genuine cases where:

• The product is damaged during transit.
• The product received is incorrect or different from what was ordered.
• The product is leaking, tampered with, or has a damaged seal at the time of delivery.
• The product is found to be expired or unusable at the time of delivery.
• Any product from the order is missing.
• A genuine product-quality or packaging defect is identified and verified by our team.

Depending on the nature of the issue, Satviqly Foods may provide a replacement or refund.

2. Reporting an Issue

Any issue with your order must be reported to us within 72 hours of delivery.

To help us investigate and resolve the issue quickly, please provide:

• Order number
• Product name
• Batch/Lot number
• Description of the issue
• Clear photographs of the product
• Photographs of the outer packaging
• Photographs of the shipping label
• Unboxing video, wherever available

Our team may request additional photographs, videos, or other information if required to verify the complaint.

Important: We strongly recommend recording an unboxing video when opening your order, particularly for larger or fragile shipments. While an unboxing video may help us investigate a claim, it is not the sole requirement for raising a valid complaint.

3. Product Condition

For a return or replacement request to be considered:

• The product should remain unused and unopened, wherever applicable.
• The original packaging, labels, batch number, and other product information should be intact.
• Products that have been opened, consumed, altered, or damaged after delivery due to improper storage or handling may not be eligible for return or replacement.

For food safety reasons, opened or partially consumed products generally cannot be returned.

However, if an opened product is alleged to have a genuine quality, safety, contamination, or packaging defect, please contact us immediately. Such cases will be evaluated individually by our quality team.

4. Non-Returnable Situations

Returns, replacements, or refunds will generally not be provided for:

• Change of mind after placing the order.
• Personal preference regarding taste, sweetness, aroma, colour, or texture.
• Incorrect product selected by the customer.
• Incorrect quantity ordered by the customer.
• Products that have been opened or consumed, except where a genuine product-quality or safety concern is verified.
• Damage caused by improper storage, handling, or use after delivery.
• Orders delivered successfully to the address provided by the customer.
• Requests raised after the applicable reporting period.
• Normal product characteristics that do not constitute a manufacturing or quality defect.

5. Damaged, Leaking or Tampered Package

If your package appears visibly damaged, leaking, open, or tampered with at the time of delivery, we recommend refusing the shipment where possible.

If you accept the shipment, please take clear photographs/videos of the package and product and contact Satviqly Foods within 72 hours of delivery.

Do not dispose of the product or packaging until the complaint has been reviewed.

Who pays for the return?

If Satviqly Foods determines that a return is required due to a verified damaged, defective, incorrect, missing, or packaging-related issue, we will generally arrange the return pickup through our courier or authorized logistics partner.

Customers should not self-ship products back to Satviqly Foods unless specifically instructed or authorized by our team.

If a return pickup is arranged by Satviqly Foods, the applicable return shipping cost will be borne by Satviqly Foods.

For any customer-initiated return that is not covered under this policy, Satviqly Foods may not be responsible for the associated shipping costs.

6. Return & Complaint Evaluation

Once we receive your complaint and the required supporting information, our team will review the case.

Evaluation timeline

Up to 7 working days

The evaluation may include a review of:

• Photographs and videos
• Order details
• Batch/Lot information
• Packaging condition
• Delivery information
• Product quality information
• Other relevant evidence

In certain cases, Satviqly Foods may require the product to be physically returned for inspection.

A replacement or refund will be processed only after the complaint has been reviewed and approved.

7. Refunds

If a refund is approved, it will generally be processed to the original payment method used for the order.

Once the refund has been approved:

Refund processing time: Up to 7 working days

The actual time taken for the amount to reflect in your account may vary depending on the payment gateway, bank, card issuer, or financial institution.

Where appropriate, Satviqly Foods may offer either:

• A replacement of the affected product; or
• A refund for the affected product.

The final resolution will depend on the nature and verification of the complaint.

8. Order Cancellation

Orders can be cancelled before dispatch, subject to the order's processing status.

Once an order has been dispatched, cancellation may not be possible.

If you wish to cancel an order, please contact us as soon as possible with your order number.

If an order has already been dispatched and cancellation is not possible, the customer may need to receive the shipment in accordance with the applicable order and return policy.

9. Incorrect or Missing Items

If you receive an incorrect or incomplete order, please notify us within 72 hours of delivery.

After verification, Satviqly Foods may arrange:

• Replacement of the incorrect product;
• Dispatch of the missing product; or
• Refund for the affected product, as applicable.

The resolution will be based on the specific circumstances of the order.

10. Product Quality Concerns

We take product quality seriously.

If you believe there is a genuine issue with the quality, packaging, safety, or condition of a Satviqly Foods product, please contact us with:

• Order number
• Product name
• Batch/Lot number
• Photographs/videos
• Description of the issue
• Any other relevant information requested by our team

Our quality team may review the complaint and supporting information before determining the appropriate resolution.

Where necessary, we may request the product to be returned for inspection or testing.

11. Return Pickup & Product Handling

If a return is approved, Satviqly Foods will communicate the return procedure to the customer.

Where applicable, we will arrange pickup through our courier or authorized logistics partner.

Customers must:

• Keep the product and original packaging safely until the complaint is resolved.
• Not dispose of the product unless instructed by Satviqly Foods.
• Pack the product appropriately if a return is requested.
• Follow the return instructions provided by our team.

Please do not send any product to our address without prior authorization from Satviqly Foods.

12. Contact Us

For return, replacement, cancellation, refund, or product-quality-related queries, please contact our customer support team:

Satviqly Foods
Email: bettersugar@satviqly.com
Phone/WhatsApp: 9009589809
Website: satviqly.com

Please mention your Order Number in your email subject or WhatsApp message so that we can assist you promptly.

Our Commitment

We understand that ordering food products online requires trust.

Because our products are food and consumable items, we cannot accept general returns or returns based on change of mind or personal preference. However, every genuine concern relating to product quality, packaging, delivery damage, incorrect products, missing products, or other verified issues will be reviewed fairly by Satviqly Foods.

Our objective is to ensure that every customer receives their order in good condition, correctly packed, and as ordered.

Complaint Review: Up to 7 working days
Refund Processing After Approval: Up to 7 working days
Issue Reporting Window: Within 72 hours of delivery