Cancellations and Refunds Policy

At Sweetness in Every Drop, we strive to provide you with the highest quality natural sweetener products and exceptional customer service. We understand that sometimes you may need to cancel an order or request a refund. This policy outlines our procedures for cancellations and refunds to ensure a smooth and fair process for all our customers.

1. Order Cancellation

1.1 Cancellation Window

Before Order Processing (Within 2 Hours of Placement):

• Orders can be cancelled free of charge
• Full refund will be processed automatically
• No cancellation fees apply
• Cancellation can be done through your account or by contacting customer support

After Order Processing (2+ Hours After Placement):

• Cancellation may be possible if order hasn't been shipped
• Subject to availability and processing status
• May incur minimal processing charges (₹50-100)
• Contact customer support immediately for assistance

1.2 How to Cancel Your Order

Online Cancellation:

1. Log into your account on sweetnessineverydrop.com
2. Go to "My Orders" section
3. Find your order and click "Cancel Order"
4. Select cancellation reason and confirm
5. You'll receive a cancellation confirmation email

Phone/Email Cancellation:

• Call: +91 6005820964
• Email: info@sweetnessineverydrop.com
• Provide order number and reason for cancellation
• Cancellation will be processed within 2-4 hours during business hours

1.3 Non-Cancellable Orders

Orders cannot be cancelled once:

• Product has been shipped from our warehouse
• Order is out for delivery
• Order has been delivered
• Custom or personalized products are being prepared

2. Refund Policy

2.1 Eligibility for Refunds

You are eligible for a refund in the following situations:

Automatic Refund Eligibility:

• Order cancelled within 2 hours of placement
• Product received is damaged or defective
• Wrong product delivered
• Product expires within 30 days of delivery
• Quality issues with the product

Conditional Refund Eligibility:

• Product doesn't match description (subject to verification)
• Allergic reaction to ingredients (with medical documentation)
• Duplicate orders placed accidentally
• Unsatisfactory product quality (case-by-case basis)

2.2 Refund Timeframes

Return Window:

• Unopened Products: 7 days from delivery date
• Defective Products: 15 days from delivery date
• Wrong Product: 7 days from delivery date
• Quality Issues: 3 days from delivery date

Processing Time:

• Refund approval: 2-3 business days after return receipt
• Refund processing: 5-7 business days after approval
• Bank credit: 3-10 business days (depending on bank/payment method)

2.3 Refund Process

Step 1: Request Refund

• Contact customer support via phone or email
• Provide order number and reason for refund
• Submit photos if product is damaged/defective
• Receive return authorization and instructions

Step 2: Return Product

• Pack product in original packaging
• Include return authorization number
• Use provided return shipping label (for eligible cases)
• Ship to our return address in Kashmir

Step 3: Refund Processing

• We inspect returned product within 2 business days
• Approve/reject refund based on policy terms
• Process refund to original payment method
• Send confirmation email with refund details

3. Return Shipping

3.1 Return Shipping Costs

Free Return Shipping:

• Defective or damaged products
• Wrong product delivered
• Quality issues verified by our team
• Our error in order fulfillment

Customer Pays Return Shipping:

• Change of mind returns
• Product doesn't meet personal expectations
• Accidental duplicate orders
• Returns outside standard policy terms

3.2 Kashmir-Specific Return Considerations

• Weather conditions may affect return shipping times
• Remote area returns may take additional 2-3 days
• During harsh winter conditions, returns may be delayed
• Local pickup available in Baramulla area upon request

4. Refund Methods

4.1 Original Payment Method

Refunds are typically processed to your original payment method:

Credit/Debit Cards:

• Full refund amount credited to card
• Processing time: 5-7 business days
• Refund appears as credit on statement

UPI/Digital Wallets:

• Instant refund to wallet/UPI ID
• Processing time: 1-3 business days
• Confirmation via app notification

Net Banking:

• Refund to source bank account
• Processing time: 3-5 business days
• Bank statement will show credit entry

Cash on Delivery:

• Bank transfer to provided account details
• Requires valid bank account information
• Processing time: 5-7 business days

4.2 Alternative Refund Methods

In special circumstances, we may offer:

• Store credit for future purchases
• Product exchange for equal value
• Partial refund with store credit combination

5. Non-Refundable Items

5.1 Items Not Eligible for Refund

• Products used/consumed beyond normal testing
• Items returned after the specified return window
• Products without original packaging or labels
• Custom or personalized orders (when applicable)
• Gift cards or promotional vouchers
• Products damaged due to misuse or negligence

5.2 Health and Safety Restrictions

For health and safety reasons, we cannot accept returns of:

• Opened liquid sweeteners (unless defective)
• Products that have been exposed to contamination
• Items stored improperly causing quality degradation

6. Partial Refunds

6.1 When Partial Refunds Apply

• Product packaging damaged but product is intact
• Minor quality issues that don't affect product safety
• Return shipping costs deducted from refund
• Restocking fees for special circumstances
• Late returns (beyond standard window but within 15 days)

6.2 Partial Refund Calculation

• Full product price minus applicable deductions
• Return shipping cost: ₹100-200 (if customer pays)
• Restocking fee: 10-15% of product value (rare cases)
• Processing fee: ₹50 (for late returns)

7. Exchanges

7.1 Product Exchange Policy

We offer product exchanges in the following cases:

• Wrong product delivered
• Defective product received
• Size/variant preference change
• Damaged packaging with intact product

7.2 Exchange Process

1. Contact customer support within 7 days
2. Explain reason for exchange request
3. Return original product following return process
4. Select replacement product of equal or higher value
5. Pay difference if replacement costs more
6. Receive store credit if replacement costs less

7.3 Exchange Limitations

• Subject to product availability
• One exchange per order
• Must be within same product category
• Price difference limited to 50% of original order value

8. Special Circumstances

8.1 Bulk/Wholesale Orders

• Different return policy for business customers
• Minimum quantity restrictions may apply
• Contact our business support team
• Custom terms negotiable for large orders

8.2 Seasonal/Weather-Related Issues

During Kashmir's challenging weather conditions:

• Extended return windows during connectivity issues
• Alternative return arrangements for inaccessible areas
• Flexible shipping for returns during harsh weather
• Local collection points for customer convenience

8.3 Festival and Sale Periods

• Standard policy applies unless otherwise stated
• Special sale items may have modified return terms
• Clearly communicated during checkout process
• No changes to defective product return rights

9. Quality Assurance

9.1 Our Quality Commitment

• All products undergo quality checks before shipping
• Temperature-controlled storage and transport
• Regular quality audits and testing
• Freshness guarantee on all products

9.2 Quality Issue Resolution

If you receive a product with quality issues:

1. Contact us immediately (within 3 days)
2. Provide detailed description and photos
3. We'll investigate and respond within 24 hours
4. Immediate replacement or full refund offered
5. No questions asked for genuine quality concerns

10. Customer Support

10.1 Contact Information

For Cancellations and Refunds:

• Email: info@sweetnessineverydrop.com
• Phone: +91 6005820964
• Address: Watergam Rafiabad, Baramulla, Kashmir, India

Business Hours:

• Monday to Saturday: 9:00 AM - 6:00 PM (IST)
• Sunday: 10:00 AM - 4:00 PM (IST)
• Emergency support: Available via email

10.2 Response Times

• Email inquiries: Within 6 hours during business days
• Phone support: Immediate during business hours
• Refund processing: 2-3 business days
• Complex cases: Up to 5 business days

10.3 Documentation Required

For refund/cancellation requests, please provide:

• Order number
• Product details
• Reason for return/cancellation
• Photos (for defective/damaged items)
• Purchase receipt/confirmation email

11. Legal Rights

11.1 Consumer Rights

This policy doesn't affect your statutory rights as a consumer under Indian law, including:

• Right to receive goods as described
• Right to refund for faulty products
• Right to repair or replacement
• Protection under Consumer Protection Act

11.2 Dispute Resolution

If you're not satisfied with our resolution:

1. Escalate to our management team
2. File complaint with consumer forum
3. Contact relevant regulatory authorities
4. Seek legal advice if necessary

12. Policy Updates

12.1 Changes to Policy

We reserve the right to update this policy:

• Changes will be posted on our website
• Email notification for significant changes
• 15 days notice for policy modifications
• Existing orders governed by policy at time of purchase

12.2 Effective Date

This policy is effective from June 4, 2025, and applies to all orders placed after this date.

Return Address: Sweetness in Every Drop
Returns Department
Watergam Rafiabad, Baramulla
Kashmir, India - 193101

Customer Support: Email: info@sweetnessineverydrop.com
Phone: +91 6005820964