Replacement & Refund

Replacement & Refund Policy – swad.shop
This Replacement & Refund Policy applies to all purchases made on swad.shop for pickles and other food products. Due to the perishable and food-grade nature of our products, returns, replacements, and refunds are allowed only in specific, genuine cases as mentioned below.

1. General Policy (No Returns for Taste / Preference)
All our products are food items, so we do not accept returns or refunds for reasons such as:

change of mind or personal taste preference,

deciding you no longer want the product,

mild variation in taste, colour, or texture from batch to batch.

Once a product is delivered in good condition, it is not eligible for return or refund.

2. Eligible Cases for Replacement / Refund
You may be eligible for a replacement or refund only in the following rare situations:

Bottle broken or severely damaged before delivery (e.g., glass broken, major leakage, product spilled).

Product leakage or tampering of seal at the time of delivery.

Wrong item shipped (different product or variant than what you ordered).

Severe quality issue at the time of opening (for example, product spoiled, foul odour, fungus, or not fit for consumption on opening).

In all of the above cases, the issue must be reported immediately on opening the package, along with mandatory proof as mentioned below.

3. Mandatory Proof & Condition of Product
To process any replacement or refund request, the customer must provide clear proof at the time of opening the product, which includes:

Unboxing video:

Continuous, clear video from opening the outer parcel to opening the bottle/sealed pack,

The video must clearly show the condition of the outer box, inner packaging, bottle, seal, label, and the defect (breakage/leakage/spoilage).

Photos:

Clear images of the outer packaging, inner packaging, damaged bottle, label (with batch details), and the affected product.

Order details:

Order ID, customer name, delivery date, and contact number.

Without a proper unboxing video and clear images, we will not be able to accept any claim for damage, leakage, or spoilage, and no replacement or refund will be processed.

Also:

The product must be mostly unused at the time of raising the complaint (only a small quantity used for checking is acceptable in spoilage cases).

Products that are more than partially consumed are not eligible for replacement or refund.

4. Timeline for Raising a Complaint
Any issue regarding damage, leakage, wrong product, or spoilage must be reported within 24 hours of delivery as per the delivery date shown by the courier.

Complaints raised after this 24‑hour window may not be accepted, as we cannot verify storage conditions and handling at the customer’s end over time.

To raise a complaint, please contact us through our customer support channels (WhatsApp/email/phone) provided on the Contact Us page, along with all required proofs.

5. Approval, Replacement or Refund
Once we receive your complaint with the required video, photos, and details, our team will review the request.

At our sole discretion, we may:

approve a replacement of the same product, or

approve a refund to the original mode of payment or as store credit, or

reject the request if the evidence is insufficient or conditions are not met.

For approved replacements, we will arrange to send a fresh product to the same address (subject to serviceability).

For approved refunds, the amount (after any applicable deductions) will be processed within 7–10 working days, depending on your bank or payment gateway.

6. Non-Eligible Situations (No Replacement / Refund)
Replacement or refund will not be provided in the following cases:

No unboxing video or clear photos provided, or proof is unclear/incomplete.

Complaint raised after 24 hours from the time of delivery.

Product consumed in significant quantity or fully used.

Issues related purely to taste, personal preference, spice level, or mild variation in colour/texture expected in homemade or traditional pickles.

Minor dents, scratches, or slight deformation of outer carton/labels where the inner bottle/product is intact and safe to use.

Product stored improperly after delivery (for example, not refrigerated when required, exposure to heat, improper sealing after opening, etc.).

7. Cancellations
Order cancellation requests are accepted only if the order has not been shipped or handed over to the courier.

If the cancellation is approved before dispatch, you will receive a full refund of the order amount.

Once the order is shipped, it cannot be cancelled, and our regular Replacement & Refund Policy will apply.

8. Shipping Charges in Refund Cases
In cases where a refund is approved, shipping charges and COD charges (if any), as well as any reverse pickup charges, may be deducted from the refundable amount, except where the error is clearly from our side (wrong product sent).

For orders returned due to incorrect address, non‑availability, or refusal to accept, shipping and return logistics charges will be deducted from the refund.

9. Contact & Support
For all replacement or refund related queries, please contact our customer support team using the details provided on the Contact Us page on swad.shop, along with:

Order ID

Full name and mobile number

Issue description

Unboxing video and supporting images

Our team will review your request and respond as soon as possible.