1. Context

Saffron Masala Chai is a sealed, packaged food product. Once the seal is broken, hygiene and safety obligations under the Food Safety and Standards Act, 2006 and regulations made thereunder do not permit us to accept the product back into stock. This policy is built around that legal constraint, while protecting you in every case where the fault lies with us or with the courier in transit.

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Please read this policy before placing an order. Placing an order constitutes acceptance of the terms set out here.

2. When We Accept a Return or Refund

We will accept a return or issue a refund in the following cases, and only the following cases:The product arrived visibly damaged in transit, including a torn pouch, broken seal, or compromised outer packaging.The tamper-evident seal was missing or visibly tampered with at the time of delivery.The wrong product or wrong SKU was delivered, that is, you received a product different from what your order confirmation specifies.The product was past its best-before date, or within fifteen days of that date, at the time of delivery.There is a clear manufacturing defect in the unopened blend, such as visible foreign matter, an off odour at first opening, or visible spoilage.

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3. When We Cannot Accept a Return or Refund

We are unable to accept returns or issue refunds in any of the following cases:

The pouch has been opened, even partially. This is a food safety requirement, not a commercial choice.You changed your mind after placing the order, or the taste did not suit your preference.You ordered the wrong SKU, the wrong size, or the wrong quantity, and the correct order was delivered.The complaint was raised more than forty-eight hours after delivery.The product has been stored in conditions that compromise the blend, including exposure to direct sunlight, humidity, or proximity to strong-smelling items.The damage was caused by misuse, mishandling, or improper storage after delivery.

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4. How to Raise a Return Request

Within forty-eight hours of delivery, send the following to our WhatsApp Business number, which is listed on the website:
Your order ID, as it appears on your order confirmation.
Clear photographs of the issue, including the outer packaging, the product pouch, and the seal.
A short note describing the issue.
We will acknowledge your request within twenty-four hours and communicate our decision within forty-eight hours of acknowledgement.

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5. Resolution

If the request is approved:

• For damaged, wrong, or defective products, we will either dispatch a replacement at no additional cost or issue a full refund, at your preference.
• Refunds are processed to the same UPI ID or bank account from which the payment was originally received. We are unable to refund to a different account, as this is required for audit and reconciliation.
• Refunds are initiated within three business days of approval. The amount typically reflects in your account within five to seven business days, subject to your bank's processing timelines.

If the request is declined, we will set out the reason in writing on WhatsApp.

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6. Order Cancellation

• You may cancel an order at no cost at any time before it is dispatched. Once the order has been handed over to our courier partner, cancellation is no longer possible, and the standard return conditions in Sections 2 and 3 apply.

7. Shipping Charges

Where a return is approved on account of damage in transit, a wrong product, or a manufacturing defect, we bear the full cost of any return pickup and any replacement shipment.Where a return is approved on goodwill grounds despite not strictly meeting the conditions in Section 2, the original shipping charges, if any, are not refunded.

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8. Grievance Redressal

If you are not satisfied with our resolution, you may escalate the matter to our Grievance Officer (details below). If your concern remains unresolved, you retain the right to approach the consumer redressal mechanism under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

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9. Grievance Officer

Name: Faizahmad Mubarak Mullani
Designation: Grievance Officer, Saffron Food Company
Email: [teasaffronservices@gmail.com]
Postal address: [Pune, Maharashtra, India]
Response time: within thirty days of receipt of a complaint.

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10. Governing Law and Jurisdiction

This policy is governed by, and shall be construed in accordance with, the laws of India. Any dispute arising out of or in connection with this policy shall be subject to the exclusive jurisdiction of the competent courts at Pune, Maharashtra.