Refund and Returns Policy

Overview

At Saivai, customer satisfaction is our top priority. We have established this comprehensive refund policy to ensure transparency and fairness in handling returns, refunds, and product-related concerns. This policy outlines the procedures and conditions under which we process refunds and handle product returns.

Return Eligibility

We understand that sometimes products may not meet your expectations. Our return policy allows customers to return products under the following conditions:

**Eligible Returns**

All returns must meet these basic criteria:

– Return request initiated within 24 hours of delivery

– Product must be unused and in original condition

– Original packaging must be intact

– Product tags and labels must be attached

– Proof of purchase (order number) must be provided

**Non-Returnable Items**

For quality and safety reasons, the following items cannot be returned:

– Perishable goods (including fresh produce)

– Opened food packages

– Personal hygiene products

– Items marked as non-returnable

– Products with broken seals

– Sale or clearance items

Return Process

To ensure efficient processing of your return request, please follow these steps:

**Initiating a Return**

1. Contact our customer service within 24 hours of delivery

2. Provide your order number and reason for return

3. Receive return authorization and instructions

4. Package the item securely in its original packaging

5. Hand over to our authorized pickup partner

**Return Verification**

Upon receiving the returned item, we conduct:

– Quality inspection of the returned product

– Verification of original condition

– Authentication of product and packaging

– Assessment of return eligibility

Refund Processing

Once your return is approved, we process refunds according to the original payment method used for purchase:

**Refund Methods**

– Credit/Debit Cards: Refund to the original card used

– UPI Transactions: Refund to the same UPI ID

– Net Banking: Credit to the same bank account

– Digital Wallets: Refund to the same wallet

– Cash on Delivery: Bank transfer to provided account

**Refund Calculations**

Your refund amount will include:

– Product cost as per invoice

– Applicable taxes on returned items

– Original shipping charges (only if return due to our error)

Deductions may apply for:

– Damaged or used products

– Missing parts or accessories

– Return shipping charges (if applicable)

– Handling fees for non-defective returns

Refund Timeline

We strive to process all refunds promptly and efficiently:

**Processing Periods**

– Refund initiation: Within 24 hours of return verification

– Credit/Debit Cards: 5-7 business days

– UPI/Net Banking: 2-3 business days

– Digital Wallets: 24-48 hours

– Bank Transfers: 3-5 business days

**Status Updates**

You will receive notifications at each stage:

– Return request confirmation

– Return pickup/receipt confirmation

– Refund initiation

– Refund completion

– Payment settlement confirmation

Cancellation Policy

We understand that circumstances may require order cancellation:

**Cancellation Windows**

– Before order confirmation: Full refund

– After confirmation but before dispatch: Full refund minus processing fee

– After dispatch: Subject to return policy

– During transit: Subject to return policy

**Non-Cancellable Orders**

– Custom-made items

– Special order products

– Perishable goods in transit

– Items marked as non-cancellable

Damaged or Defective Products

For products received in damaged or defective condition:

**Immediate Action Required**

– Document damage with photographs

– Report within 24 hours of delivery

– Retain original packaging

– Do not attempt to use damaged products

**Resolution Process**

We offer:

– Immediate replacement (subject to availability)

– Full refund including shipping charges

– Priority processing of complaints

– Free return pickup

Exchange Policy

Our exchange policy is designed for customer convenience:

**Exchange Options**

– Same product in different size/variant

– Alternative product of same value

– Product of different value (price difference applicable)

**Exchange Process**

1. Request exchange within return window

2. Receive authorization code

3. Schedule pickup of original item

4. New product shipped after original return verification

5. Additional payment/refund for price differences

Special Cases

We handle certain situations with special consideration:

**Bulk Orders**

– Custom return windows

– Special verification process

– Dedicated handling procedure

– Modified refund timelines

**Festival/Sale Purchases**

– Special return conditions

– Modified refund terms

– Specific documentation requirements

– Different processing timelines

Contact Information

For all refund-related queries:

**Customer Support**

Email: chefsiva@maasoy.com 

Phone: +91 9884522367

Working Hours: 9:30 AM to 6:00 PM (Monday-Saturday)

**Support Services**

– Return status tracking

– Refund assistance

– Documentation help

– Complaint resolution

– Special case handling

Policy Modifications

We reserve the right to modify this refund policy:

– Changes effective immediately upon posting

– Prior transactions honored under old policy

– Email notification for major changes

– Regular policy reviews and updates