Website Policies

4. Return, Refund & Replacement Policy

Because Sri Satvik Select sells food and grocery products, ordinary change-of-mind returns are generally not accepted once a food product has been delivered, subject to applicable consumer law and the exceptions stated below.

4.1 Eligible Cases

• Damaged product: the product or package is materially damaged on arrival.
• Missing product: an item paid for is missing from the delivered package.
• Expired product: an expired product is received.
• Wrong product: a materially different product is delivered.
• Defective, unsafe or legally non-conforming product: where supported by applicable law and evidence.

4.2 Evidence Procedure

• Customers are strongly requested to record a continuous unboxing video from the sealed parcel/package through opening, showing the received product, label, batch/lot details and issue.
• Take clear photographs of the outer package, shipping label, product label, batch/lot number, date marking and any damage or missing-item evidence.
• Contact customer support at 6388503525 or caresrisatvik@gmail.com as soon as reasonably possible after delivery.
• Keep the product, packaging and shipping material until the support team provides instructions.

4.3 Review & Resolution

After receiving the complaint and available evidence, the support team may verify order records, delivery records, photographs/videos and product information. If the claim is accepted, the resolution may include replacement, refund, store credit or another lawful remedy depending on the circumstances, stock availability and payment method.

4.4 Refund Timing

Approved refunds will normally be initiated through the original payment method or another lawful method agreed with the customer. Actual crediting time can depend on the bank, UPI provider, card issuer, payment gateway or other payment intermediary.

4.5 Non-returnable Situations

• Change of mind or preference after delivery, where the product is correctly supplied and is not otherwise eligible for a remedy.
• Products damaged after delivery due to improper storage, misuse, contamination or handling.
• Claims unsupported by order records or where the supplied product does not match the stated issue, subject to applicable consumer rights.
• Opened or used food products where the issue is not a qualifying defect, damage, wrong item, missing item or expiry issue.

This policy must not be implemented in a way that unlawfully denies a consumer remedy available under applicable law.

5. Cancellation Policy

• Customers may request cancellation before dispatch by contacting customer support as early as possible.
• Once an order has been dispatched or handed to a delivery partner, cancellation may not be operationally possible.
• If a cancellation is accepted after payment, the applicable refund will be processed subject to payment-provider timelines.
• We may cancel an order for stock unavailability, pricing/system error, suspected fraud, address/serviceability issue, compliance reason or another legitimate operational reason. If payment was already collected, the amount for the cancelled order will be handled through the applicable refund process.

6. Payment Policy

• UPI: available where enabled through the website's payment provider.
• Cash on Delivery (COD): available for eligible pin codes/orders subject to courier and order-value restrictions.
• Other payment methods may be enabled or disabled from time to time.
• Never share a UPI PIN, OTP, card PIN, CVV, password or other authentication credential with anyone claiming to be customer support.
• Orders may be held or cancelled where payment verification fails or fraud/security checks identify a material risk.
• Prices, applicable taxes and delivery charges, if any, should be displayed clearly at checkout.

7. Food Product & FSSAI Compliance Notice

Sri Satvik Select sells packaged food and grocery products. Product pages should reproduce mandatory and relevant product information accurately from the physical label and applicable regulatory records. Applicable FSSAI requirements for e-commerce/direct-selling channels should be checked before publishing product information.

7.1 Product Information

• Product name and category.
• Net quantity.
• Ingredients where applicable.
• Nutrition information where applicable.
• Allergen information where applicable.
• Veg/non-veg declaration and other mandatory declarations where applicable.
• FSSAI logo/licence or registration details as applicable.
• Manufacturing/packing and date-marking information as required.
• Storage/use instructions and warnings where applicable.
• Country-of-origin information where legally applicable.

7.2 Online Claims

Online claims should match the approved product label and be capable of substantiation. Avoid unsupported claims such as “100% pure”, “chemical-free”, “disease curing”, “guaranteed weight loss”, “organic”, “preservative-free” or similar claims unless the product and evidence satisfy applicable requirements.

7.3 Shelf Life

Product pages should display date/shelf-life information consistently with applicable rules and actual stock. FSSAI's December 2024 e-commerce advisory refers to sufficient remaining shelf life and a minimum of 30% or 45 days before expiry at delivery. Business operations should verify the current applicability and implementation requirements before publishing the final SOP.

8. Product Listing & Content Disclaimer

• Product images are for representation and may differ slightly due to photography, screen settings or packaging revisions.
• Net quantity and product specifications are governed by the actual package/label and applicable law.
• Nutrition values, ingredients and allergen statements must be taken from the current approved label/specification for the exact SKU.
• Do not copy supplier/manufacturer claims without verifying that they are permitted and accurate.
• Availability, pack size, price and promotional information may change.

9. Intellectual Property & Website Use

• Unless otherwise stated, the Sri Satvik Select name, logo, original website copy, graphics, photographs, packaging artwork and page layouts are owned by or used with permission by Shri Radharani Enterprises.
• No customer receives ownership of website intellectual property merely by purchasing a product.
• Copying, reproducing, scraping, modifying, selling or commercially exploiting protected content without permission is prohibited, except where permitted by law.
• Third-party trademarks remain the property of their respective owners.

10. Customer Reviews & User Content Policy

• Reviews should reflect a genuine customer experience and should not contain unlawful, defamatory, obscene, threatening or abusive material.
• Do not post personal information, payment credentials, OTPs, private addresses or other sensitive information.
• Do not submit fake reviews, reviews in exchange for undisclosed incentives, spam, malware or competitor impersonation.
• By submitting content, the customer grants a non-exclusive permission for Sri Satvik Select to display and use the content for website/customer-experience purposes, subject to applicable law.
• We may moderate or remove content that violates these rules or applicable law.

11. Promotions, Offers & Coupons

• Promotions are subject to the terms shown with the relevant offer.
• Coupon eligibility, minimum order value, product exclusions, validity and usage limits should be displayed with each offer.
• Offers may not be combined unless expressly stated.
• An offer may be withdrawn where required by law, due to misuse, technical error or expiry.
• Any refund following cancellation/return will account for discounts and promotional conditions as applicable.

12. Grievance Redressal & Customer Support

For questions, complaints, damaged/missing/expired-product reports, privacy requests or policy concerns, contact us using the details below.

The website should generate or display a complaint/reference number for trackable complaints where the technical system supports it. Consumer e-commerce rules require clear grievance-redressal information and complaint-tracking mechanisms.

Suggested Support Workflow

Receive complaint → assign ticket/reference number → verify order → request evidence if relevant → investigate → communicate decision → process replacement/refund/remedy → close ticket with record.

13. Cookies & Tracking Notice

The website may use cookies and similar technologies for essential functionality, login/session management, cart operation, security, analytics, preferences and marketing where enabled. The website should provide an appropriate cookie notice/consent mechanism where required by applicable law.

• Essential cookies may be necessary for checkout and security.
• Analytics cookies may help understand traffic and website performance.
• Marketing cookies, if used, should be handled through the website's consent/preference mechanism where applicable.
• Customers may control cookies through browser settings, though disabling certain cookies can affect website functionality.

14. Account, Security & Fraud Prevention

• Customers are responsible for keeping account credentials confidential.
• Do not share OTPs, UPI PINs, card PINs or passwords with anyone.
• Report suspicious calls, messages or payment requests to customer support.
• We may conduct reasonable verification before processing high-risk orders, COD orders, refunds or account changes.
• Customers should log out of shared devices and use secure networks where possible.

15. Order Acceptance & Pricing

• All prices should be displayed in Indian Rupees unless otherwise stated.
• Applicable taxes and compulsory charges should be disclosed at checkout.
• Typographical, technical or system pricing errors may occur; where a material error is identified, the order may be cancelled with appropriate refund handling if payment has already been collected.
• An order confirmation is not necessarily a guarantee that the order will be fulfilled if a legitimate verification, stock or compliance issue arises.

16. Product Availability & Substitution

Products are offered subject to availability. If a selected SKU becomes unavailable, the business may contact the customer regarding cancellation or an alternative only with the customer's agreement. A materially different substitute should not be shipped without appropriate customer consent, subject to lawful exceptions.

17. Force Majeure

The business will not be responsible for delay or inability to perform caused by events beyond reasonable control, including natural disasters, extreme weather, epidemic/pandemic events, war, civil disturbance, strikes, government restrictions, transport disruption, network/payment outages or other comparable events. Statutory consumer rights remain unaffected.

18. Limitation of Liability

To the extent permitted by applicable law, liability arising from use of the website will be limited to the nature and value of the relevant transaction and direct losses that are legally recoverable. Nothing in this clause excludes liability that cannot lawfully be excluded, including mandatory consumer remedies, fraud or other liability that applicable law does not permit the business to limit.

19. Governing Law & Jurisdiction

These policies are intended to be governed by the laws of India. Subject to mandatory consumer-protection jurisdiction and other applicable law, disputes may be addressed through the legally competent courts/consumer forums having jurisdiction over the matter. Nothing in these terms prevents a consumer from exercising a statutory right before a competent consumer authority.