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Refund and Returns Policy

HomeRefund and Returns Policy

Cancellations:

  1. All cancellations will be done after a 12% deduction as transactional fees. Reach out to us on Surnamay.bhakti@gmail.com for the same and we will get back to you in 48 working hours.
  2. For cancellations post-dispatch, kindly let us know why you’d like to cancel your order and refuse the order when the delivery attempt is made. Once our delivery partner updates the shipment status as “RTO (Return to origin) initiated”, we will initiate the refund.
  3. Refunds will reflect in the same account from which payment was made within 5 to 10 business days.

Replacements for Damages or Mismatch/ Missing Items:

  1. While we ensure the highest quality when packing each order, there might be very rare circumstances of damage when shipping.  In cases of genuine damages or quality/manufacturing defect, contact Surnamay.bhakti@gmail.com within 48 hours of receiving the order with the photos and videos of the package and its contents including shipping label on the box and invoice slip inside the box. We will either help you with a replacement or initiate a refund against the same.
  2. Conditions eligible for replacements are:

– Water damage to the packaging
– Tampered or opened seal of the Jar/Pouch
– Broken jar or torn pouch

  1. We double check all our orders before packing and shipping them to you. However, in unlikely situation, if you happen to receive your order with the wrong or missing items, contact Surnamay.bhakti@gmail.com within 48 hours of receiving the order with the photos and videos of the package and its contents including shipping label on the box and the invoice slip inside the box. We will either help you with a replacement or initiate a refund against the same.

Returns:

  1. No return requests will be accepted on items that have been delivered without any damages or defects because of our food safety and sanitary protocol.

Refund Policy:

Namay (SUR NAMAY FOODS PVT LTD) does not accept returns or initiate refunds unless:

For any assistance, reach out to Surnamay.bhakti@gmail.com

Returns will only be accepted for products that have been damaged in transit, have physical defects, or if an incorrect product has been shipped. To process a return, you must email us at Surnamay.bhakti@gmail.com with photos of the damaged/incorrect product within 48 hours of receipt of the order.

Returns will not be accepted if the product has been used, the seal has been broken or has been tampered with. Once we receive the returned product, we will inspect it and validate the claim.

If approved, a refund or replacement will be issued.
If the return is not eligible, the request will be rejected, and no refund or replacement will be provided.
For online payments, the refund will be processed back to the original source within 5 to 10 working days of approval.