Return and Refund Policy
Effective Date: January 1, 2026
Brand: Athigai Natural Foods
At Athigai Natural Foods, we take immense pride in the quality, freshness, and safety of our natural food items and products. Because we deal in consumable goods, our return and refund guidelines are structured to ensure high standards of food safety while protecting our customers against errors and damages.
1. Eligibility Criteria for Returns, Refunds, or Replacements
You are eligible for a full refund, return, or free replacement if you receive a product that meets any of the following conditions:
Damaged Product: The outer packaging or inner container is physically broken, leaked, or damaged during transit.
Expired Product: The item delivered has passed its “Best Before” or expiry date upon delivery.
Wrong Product Delivered: You received an item that differs completely from what was ordered.
Missing Label: The product package arrives without mandatory labeling details (such as ingredients, manufacture date, or FSSAI information).
Quantity Mismatch: You received fewer units/packs than what was specified in your order invoice.
Weight Mismatch: The net weight of the product delivered is noticeably lower than the weight ordered and specified on the invoice.
2. Timeframe for Raising a Claim
To be eligible for a return, refund, or replacement, you must report the issue to us within 7 days from receiving the product (as confirmed by the delivery partner’s tracking system).
Important: Requests raised after the 7-day window has expired cannot be processed for returns or refunds due to food safety and shelf-life constraints.
3. Claim Process & Verification Steps
To request a return, refund, or replacement:
Take Photos/Videos: Take clear photographs or a short video showing the damaged package, missing label, weight indicator, incorrect item, or expired date batch.
Contact Support: Share your order number, invoice copy, and photo/video proof with our support team via our official WhatsApp or support email.
Inspection: Our quality assurance team will review the details within 24 to 48 hours.
4. Resolution Options
Once your claim is validated, you can choose one of the following resolutions:
Free Replacement: We will dispatch a fresh, correct replacement product to your shipping address at no extra cost.
Full Refund: We will initiate a refund back to your original payment method.
5. Refund Processing Timeline
Online Payments (UPI, Credit/Debit Cards, Net Banking): Refunds will be credited back to your original payment account within 5 to 7 business days after approval.
Cash on Delivery (COD): Refunds will be processed via direct UPI transfer or bank transfer once you provide your valid account details.
6. Non-Returnable Scenarios
Returns or refunds will not be accepted under the following circumstances:
Claims submitted after the 7-day post-delivery window.
Products that have been used, consumed beyond testing, or altered after delivery.
Issues arising from improper storage (e.g., exposure to moisture or sunlight) after delivery.
Minor natural variations in color, aroma, or texture inherent to natural or unrefined agricultural produce.
3. Shipping Rates & Cash on Delivery (COD)
Rates: Shipping costs are calculated based on the gross package weight, order value, and destination pin code at checkout.
COD Availability: Cash on Delivery may be available for select pin codes depending on courier serviceability. COD orders may carry a minimal handling fee charged by courier partners.
4. Delivery Delays & Force Majeure
While we strive to ensure on-time delivery, delays may occasionally occur due to weather disruptions, transport strikes, remote pin code limitations, or peak festival seasons. Athigai Natural Foods is not liable for indirect losses caused by courier-side shipping delays.
Part 2: Order Cancellation Policy
1. Cancellation Window
Before Dispatch: You may cancel your order at no penalty provided the order has not yet been packed or dispatched from our warehouse facility (typically within 4 to 6 hours of placing the order).
2. How to Request Cancellation
To cancel an order before dispatch:
Contact our customer support immediately via WhatsApp or Phone with your Order Number and order confirmation details.
If the order has not been handed over to the courier partner, our team will cancel the order and issue a confirmation.
3. Cancellations After Dispatch
In-Transit Orders: Orders that have already been packed, assigned a tracking number, or handed over to logistics cannot be cancelled.
Refusal at Delivery: If you refuse to accept an undamaged package at delivery, return shipping charges and logistics fees will be deducted before any remaining balance is refunded.
4. Cancellation Refunds
Prepaid Orders: Upon successful pre-dispatch cancellation, a full refund will be processed back to your original payment method within 5 to 7 business days.
Merchant Cancellations: Athigai Natural Foods reserves the right to cancel orders due to stock unavailability, pricing errors, or unserviceable pincodes. In such events, a 100% full refund will be issued immediately.