Refund policy

SOOD FOOD RETURN POLICY

Official Website: https://soodfood.in


Return, Replacement & Refund Policy

At Sood Food (https://soodfood.in), we are committed to delivering fresh, hygienic, and authentic packaged food products. Because our products are perishable and consumable, we adhere to strict quality and food safety standards.

This policy outlines the conditions under which replacements or refunds are issued, ensuring full transparency and compliance with standard consumer protection laws.


1. General Return Policy

Due to hygiene, safety, and the consumable nature of food items, packaged food products are non-returnable once delivered, except in cases of transit damage, defects, incorrect delivery, or missing items as detailed below.


2. Eligibility for Replacement

You are eligible for a free replacement if you receive:

  • Transit Damage: Leaking, tampered, broken, or crushed packaging upon arrival.
  • Manufacturing Defect: Compromised seal, contamination, or foreign matter inside a factory-sealed pack.
  • Incorrect Product: An item received does not match the product listed on your order confirmation.
  • Missing Items: Any product paid for but omitted from the delivered parcel.

Note: Natural variations in colour, aroma, or texture resulting from agricultural sourcing and seasonal spice harvests are inherent to natural food products and do not constitute a defect.


3. Claim Process & Timelines

To claim a replacement or refund for an eligible issue:

  • Notification Window: Contact us within 24 hours of delivery.
  • Required Details: Provide your Order ID, a brief description of the issue, and clear photographs/videos showing:
  • The damaged or incorrect item.
  • The package condition and shipping label.
  • Contact Channels:
  • Email: connect@soodfood.in
  • Phone / WhatsApp: +91 8960422339
  • Verification: Our customer care team reviews all claims within 24 to 48 business hours.


4. Resolution: Replacement or Refund

Once your claim is validated, Sood Food will provide a solution in the following order:

  • Primary Remedy (Replacement): A fresh replacement of the affected product will be dispatched at zero additional cost within 2–3 business days of approval.
  • Secondary Remedy (Refund): If the affected product is out of stock, permanently unavailable, or cannot be replaced, a full or proportional refund will be issued to your original payment method.


5. Ineligible Scenarios

Requests will not be approved in the following cases:

  • Subjective Preferences: Personal dissatisfaction with taste, aroma, spiciness, or personal preference.
  • Post-Delivery Misuse: Products opened, partially consumed, or stored improperly (e.g., exposed to moisture or heat) contrary to package instructions.
  • Minor Cosmetic Marks: Slight dents or bends on secondary outer cardboard boxes that do not affect the primary product seal or safety.
  • Delayed Claims: Issues reported beyond 24 hours after recorded delivery.
  • Delivery Failures caused by Customer: Refusal to accept delivery, incorrect address entered at checkout, or failure to answer courier contact attempts.


6. Order Cancellation Policy

  • By Customer: You may request cancellation before your order is packed and dispatched by contacting us immediately at connect@soodfood.in. Once dispatched, orders cannot be cancelled.
  • By Sood Food: We reserve the right to cancel orders due to stock unavailability, pricing errors, or payment gateway verification issues. If a prepaid order is cancelled by us, you will receive a 100% refund automatically.


7. Refund Terms & Timelines

  • Method: Approved refunds are credited directly to the original payment method (Credit/Debit Card, UPI, Net Banking, or Wallet).
  • Processing Window: Refunds are initiated within 2 business days of claim approval. Funds typically reflect in your account within 5 to 7 business days, depending on your issuing bank.
  • Return-to-Origin (RTO): If an order is returned to us due to an incorrect customer address or unresponsiveness after repeated delivery attempts, a refund will be processed minus the actual round-trip shipping costs incurred.


8. Customer Support & Registered Office

For any inquiries or claims regarding your order, reach out to our support team:

  • Brand / Company: Sood Food
  • Registered Address: S17/122, Nadesar, Varanasi, Uttar Pradesh – 221002, India
  • Customer Support Phone: +91 8960422339
  • Email: connect@soodfood.in
  • Support Hours: Monday to Saturday | 10:00 AM – 6:30 PM IST