Cancellation & Refund Policy

This policy explains when you can cancel an order, when we will replace or refund an item, and how long that takes. It applies to every order placed on this website.

1. These are perishable foods

Milk, curd, paneer, lassi, basundi, shrikhand and fresh mithai are perishable. Once they have left our counter and the cold chain, we cannot put them back on sale. That shapes everything below, and it is why this policy is stricter than one for a non-food shop.

2. Cancelling before delivery

Your order moves through these stages, and you can see the current one on your order page:

• Pending — you have placed the order and we have not yet confirmed it. You may cancel free of charge. Call +91 88286 68156 or message us on WhatsApp.
• Confirmed — we have spoken to you and reserved the stock. You may still cancel free of charge up until we pack it for the slot.
• Out for delivery — the order has left the counter. It can no longer be cancelled, because the goods are perishable and in transit.
• Delivered — see section 4.

Since all orders are cash on delivery, cancelling before delivery costs you nothing: no money has changed hands, and there is nothing to refund.

3. If we cancel

We may cancel an order if an item sold out that morning, if the address is outside our delivery area, or if we cannot reach you on the number you gave. We will telephone you first. You are charged nothing.

4. Checking your order at the door

Please inspect your order in front of the delivery person before paying. This is the single most important line in this policy. If something is spoilt, leaking, short-weight, or not what you ordered, refuse that item at the door — you do not pay for it, and there is nothing to refund.

5. Problems found after delivery

If you discover a problem after the delivery person has left — the milk was off, an item was missing, a sweet was spoilt — contact us within 24 hours of delivery, with your order number and a photograph of the item.

We will do one of the following, at your choice where practical:

• replace the item on the next delivery run; or
• credit the amount against your next order; or
• refund the amount you paid for that item in cash.

We cannot help with a product that was left out of the refrigerator after delivery, consumed in full, or reported after its stated use-by date.

6. How refunds are paid

Because payment is taken in cash at the door, refunds are made in cash or as credit against a future order. There is no card or bank reversal to wait for.

Where a cash refund is due, we will pay it within 5–7 business days of agreeing it with you.

7. Delivery charges on a refund

Delivery is ₹40 on orders below ₹500, and free at ₹500 and above. If we refund every item on an order because of a fault on our side, we refund the delivery charge too. If you keep part of the order, the delivery charge stands.

8. Non-returnable

• Any item accepted at the door and reported more than 24 hours after delivery.
• Items made to order for a festival or a bulk booking, once production has started.
• Any item that has been stored outside refrigeration after delivery.

9. How to reach us

Phone +91 88286 68156 · Email bittusolanki1309@gmail.com · or reply on WhatsApp to your order confirmation. Have your order number ready — it is on your order history page and begins with SE.

If we cannot resolve it between us, you retain every right you have under the Consumer Protection Act, 2019, including the right to approach the appropriate Consumer Disputes Redressal Commission.